You want the process of getting new glasses to be a fun and entertaining experience for your patients, right? But are you sure that is the experience you are giving them? Sometimes, shopping for new glasses can be worse than shopping for a pair of jeans and picking out new frames turns into a nightmare! Just like any other shopping experience, the whole experience can trigger stress.
Now, you may wonder the main causes of that stress. Is it dealing with a pushy salesperson, adjusting to the new prescription, or simply finding time to go pick out the frames? You have to know in order to make the experience better. We wanted to find out what triggers the shopping stress in patients, so we surveyed our friends, family, and acquaintances and we’re sharing our learning with you!
We had them rank the top 5 frustrations when getting new glasses and here is what our friends tell us stresses them the most.
Optical Dispensing: 5 Things Patients Hate About Getting New Glasses
1. Cost of Getting New Glasses
This aspect is the one our respondents are the most worried about: it’s hard to know for sure the cost of the eye wear. It’s no surprise to you that the cost of new glasses i.e. extra time to explain the value of the lenses or any coatings that they want, or help them understand their insurance coverage and what they can get in their price point, it can go a long way. It could be as simple as asking the patient what their budget is and seeing how you can work from there!
2. Choosing the Frames
When picking out new frames, many questions are likely to pop up in your patient’s head: What kind of shape do I want? How about the color and the size? What if the pair of frames is too heavy or not comfortable? Is buying designer ones really worth it? Am I going to wear them all the time, or just for work, or to drive? That’s why choosing frames is the second most stressful thing when getting new glasses. Here are some attributes your patients have in mind: the shape/style, the weight and how they feel on their face, the size and color, the material, the designer.
3. Frames color and shape
Among all of the attributes listed above, choosing the shape and color of the frames is the third most stressful thing for your patients, mainly because picking a color and a shape is more complex than it seems. Help them understand how to choose the shape according to the shape of their face (round, oval, oblong, diamond, square…). And if color is a concern, show them how to pick a cool (blue-based) or warm (red-based) color and then, pick the color that suits them the best or complements their skin, eye, hair color. Maybe even show photos of celebrities with frames that complement their faces. Or even better, have you staff be an in-store representation! Once they get into it and see the differences that the right shape/color make on a person, they’ll be more excited to make the same decisions for themselves.
4. Finding Time to Pick Out New Frames
When getting new glasses, your patients have to slot going to the store into their timetable twice; First to pick out new frames, and then to pick them up. People are busy, and a bit impatient, so having to wait too much is frustrating! Businessmen, housewives, or simply students, they all agree on that point. Some of our respondents said they would love it if they could pick up their glasses during their lunch hour, which gave us an idea: set up one or two days a week that your shop is open from 11:30 – 1:30 for patients to pick up their glasses. Then work out an arrangement with a local restaurant to offer discounts to your patients. Then they can swing by, pick up their glasses, grab a quick and inexpensive lunch, and then go about the rest of their day!
5. My Optical Shop Doesn’t Have the Selection I Want
Most of your patients don’t do any research before going and picking out new frames, but for those who do, it’s very frustrating to arrive at the shop, all excited about getting new frames, and not finding the selection they want. Your patients have probably already done some research and found glasses their favorite celebrity wears, or the ones they think are the latest style. But of course, it’s not realistic for every shop to carry every possible line, and we get that. But it wouldn’t hurt to let your patients know which lines you carry so that they can research within those brands before coming in!
We hope that with this information you can be fully prepared to make your patient’s frame buying experience a pleasant one. And we are sure that these five points are just scratching the surface of why patients don’t like frame shopping. Let us know any other common complaints you hear about frame shopping from your customers and how you improve their experience in the comments below!
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