Dispensing eyeglasses to a customer, only to have them express frustration with blurry vision, is a common and dreaded experience for eyecare professionals. However, these situations can be preventable with proactive measures. Eyecare professionals can take certain actions to avoid such instances, including pre-adjusting the frame, effective communication, setting realistic expectations, and educating the customer. Rather than considering these scenarios as burdens, we should embrace them as opportunities to demonstrate our expertise and problem-solving abilities. If you enjoy unraveling puzzles, this is your moment to shine and solve the mystery of their blurry vision.
Making adjustments to the frame before taking the measurements is very important. Once you take the appropriate measurements for your customer, whether it be their segment height or even PD, on a demo frame any adjustments made to that frame/lens position after the fact will alter the way it sits on your customer’s face and therefore the original measurements you took will no longer be accurate, potentially hindering the customer from seeing their best. This step ensures that the customer receives a properly fitted frame, reducing the likelihood of dissatisfaction.
Another important step to take is to take the time to review not only the new prescription but also their previous prescription and lens design, doing so will allow you to explain to the customer exactly how their visual needs have changed and what they can expect from their new glasses and how it will improve their everyday life. This is also a wonderful time to gather more information on your customer’s lifestyles so you can fit them into the lens that will best satisfy their needs. For example, if a customer has a progressive prescription and spends hours on the computer, you may suggest a task-specific lens such as a computer/workspace lens. This lens will provide them with the best and most comfortable vision for their daily activities, including extended computer use.
Effective communication and a clear explanation of their prescription is essential in avoiding misunderstandings with customers. One common example is the misuse of the term “Transitions.” Customers often request transitions glasses, mistakenly referring to progressive lenses instead of photochromic lenses that change color in response to UV light. It is crucial to provide thorough explanations, even if the customer seems confident in their request. For instance, when a customer states that they want glasses for “near vision only,” it is important to clarify their needs. I would confirm by saying, “Just to clarify, Mrs. Smith, you want glasses specifically for reading and you would have to remove them to walk around/drive?” This allows the customer to either confirm their initial request or correct any misconceptions. By addressing this beforehand, we can prevent dissatisfaction at the time of dispensing and the need for potential remakes.
Even after taking all the appropriate measures, there may still be instances where customers have complaints when they try on their new glasses for the first time. In such situations, it is important to actively listen to their concerns. By carefully listening, customers often provide valuable information that can help troubleshoot the issue. While most eyeglass wearers may assume that a prescription issue is to blame for their vision problems, as an eyecare professional, you know that other factors such as lens material/base curves, lens position, and frame adjustments can also impact the clarity of vision. Therefore, before jumping to the conclusion of a prescription modification or remake, it is advisable to explore all other possible options.
By ruling out these other factors, you can identify and address the root cause of the issue more effectively. This approach not only saves time and resources but also demonstrates your expertise and commitment to finding the best solution for the customer.
If your customer is stating they their reading vision is not clear, you can:
- Increase face form
- May need pantoscopic tilt
- Check vertex distance
- If the frame is applicable and has nose pads you can check the OC/Seg height and raise.
If they feel as though their near vision is ‘narrow’ you should verify the monocular near vision PD and if the height is too low.
If your customer is stating that their distance vision is not clear, you can:
- Check facial wrap
- Reduce vertex distance
- Lower the seg height if the frame is applicable
If your customer is stating that they are experiencing excessive motion, you can:
- Decrease vertex
- Increase face form
- Encourage continuous wear and follow-up
- Counsel that slight motion sensations are not uncommon but do not disregard their concerns
Ensuring customer satisfaction involves acknowledging and validating their feelings while also educating them about the significance of a correctly adjusted frame. By demonstrating your willingness to collaborate with them to optimize their vision, you not only earn their appreciation but also gain the confidence to suggest that their current issues could be due to their prescription, which may need to be adjusted by their prescribing doctor. Engaging in simple yet crucial actions such as pre-adjusting frames, attentive listening, establishing realistic expectations, and providing insightful education can effectively prevent future problems and potential remakes as well as help expand your knowledge and confidence in your problem-solving abilities.