Top 20 Optical Patient Expectations

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What do we expect today when we frequent any place of business? In today’s competitive times our expectations are very high- because if our expectations are not met, it is very easy to go elsewhere. The challenge for any retailer today is to get your customer to come to your office instead of shopping online, going to a box warehouse store, where expectations are very different and not as high. 

Top 20 Optical Patient Expectations 

  1. Honesty
  2. Made to Feel Welcome- Greeted with a smile and a how are you and greeted by name.  
  3. Have a genuine interest in helping them pick out glasses
  4. Good Manners 
  5. Cleanliness- no dust, clean bathroom, spotless equipment. 
  6. Knowledge of Products, whether they are in stock or not. 
  7. Knowledge of Trends 
  8. Want to be able to interact with the Products- feel, touch and try on. 
  9. Be Advised and Recommended, not sold 
  10. Expect timely delivery- product is done when said it is done 
  11. Expect quality- no screws coming out, frames to stay in shape  
  12. Have accurate records.  
  13. Expect to have individual attention and not be distracted 
  14. Expect to be complimented on new eyewear
  15. Expect to have insurance dealt with easily and questions answered. 
  16. Expect staff to have understanding of their optical problems 
  17. Expect Frames to be adjusted comfortably the first time 
  18. Expect websites/ online ordering and appointment setting
  19. Expect to be convenient, with options for early morning or evening appointments. 
  20. Expect to be seen on time. Do not want to wait. 
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