Following up with patients purchasing glasses

**kcox** · 05-26-2015, 07:10 PM

Hi all! Hoping to get some feedback on whether or not you guys do any follow up care with patients other than them coming in for occasional adjustments, after they've purchased glasses. We are thinking of either doing a follow up phone call a few weeks or a month after purchase or, a thank you postcard in the mail. There are pros and cons with both but I'd be curious to know your feedback/ideas. What have you done/currently do? Is it successful? What are the negative points you've experienced? Does it help bring people in by word of mouth? Thanks in advance for the feedback!

**Dustin.B** · 05-26-2015, 08:27 PM

We do a one week call-back in my practice. And while I've occasionally gotten a disgruntled customer most really appreciate the call.

**kcox** · 05-26-2015, 10:32 PM

Thank you! That is helpful!

**Chris Ryser** · 05-27-2015, 03:22 AM

There used to be the old widow who came in every 2nd day to adjust her glasses for at least 4 to 5 years until she died.

We used to put them on a bench in the lab and nobody touched them for about 5 minutes or more. She used to take the time to talk about her grand children or what she was going to buy on the fresh vegetable market across the street.

When the time was right we brought the untouched glasses back, put them on her nose and she would say that is a lot better and left.

Some people do use the optical store as a social contact.

**mdeimler** · 05-27-2015, 07:21 AM

Originally Posted by Chris Ryser

There used to be the old widow who came in every 2nd day to adjust her glasses for at least 4 to 5 years until she died.

We used to put them on a bench in the lab and nobody touched them for about 5 minutes or more. She used to take the time to talk about her grand children or what she was going to buy on the fresh vegetable market across the street.

When the time was right we brought the untouched glasses back, put them on her nose and she would say that is a lot better and left.

Some people do use the optical store as a social contact.

It always amazes me when people say they "need" an adjustment. I ask them what's wrong and they say "I don't know. You're the expert." SO, I tighten screws and add a lil magic heat.

**CCGREEN** · 05-27-2015, 09:35 AM

I worked with a chain 20 or more years ago and they required us to call patients a week after pick-up. I HATED DOING THOSE CALLS! More often then not no one would answer or you get voice mail and if you did talk to someone then you stand a chance of creating a negative thought in their mind. Just like dispensing. Never dispense glasses and as parting tell the pt, "if you have any "problems" come see us." no no no no no. Negative seed just planted.

As a consumer I HATE GETTING PHONE CALLS about service. I AM BUSY DOING WHAT IS IMPORTANT TO ME so please stop annoying me. You can bet that if I have issues with something you have done for me you will be hearing from me when it is convenient for ME.

We also sent them a thank you card with a return postage paid card grading our services and drs services. I'm all about that. And we also filled out a Birthday card and put it in a file and was sent to them for their birthday. By doing those two things we got a lot better idea how we were doing as a whole and the birthday card just kinda jogged their memory that, hey we are here for you.

**rbaker** · 05-27-2015, 10:10 AM

A phone call is like trying to teach a pig to sing opera. It is a waste of time and it irritates the pig. If they are having a problem they will either come in and get in your face or go to someone else. Woe betide anyone who calls me in this manner. These calls are a violation of my time and space and like CCGREEN I will usually enter the callers name to my manure list and my shadow will never again darken their door.

Don't ask me how things are going. I might just tell you. And remember, if your phone doesn't ring you will know its me.

**Barry Santini** · 05-27-2015, 11:07 AM

Originally Posted by rbaker

A phone call is like trying to teach a pig to sing opera. It is a waste of time and it irritates the pig. If they are having a problem they will either come in and get in your face or go to someone else. Woe betide anyone who calls me in this manner. These calls are a violation of my time and space and like CCGREEN I will usually enter the callers name to my manure list and my shadow will never again darken their door.

Don't ask me how things are going. I might just tell you. And remember, if your phone doesn't ring you will know its me.

+1!!

**David_Garza** · 05-27-2015, 11:34 AM

Originally Posted by CCGREEN

We also sent them a thank you card with a return postage paid card grading our services and drs services. I'm all about that. And we also filled out a Birthday card and put it in a file and was sent to them for their birthday. By doing those two things we got a lot better idea how we were doing as a whole and the birthday card just kinda jogged their memory that, hey we are here for you.

This sounds like a great way to do it (versus a phone call).

**Mizikal** · 05-27-2015, 11:36 AM

Originally Posted by CCGREEN

I worked with a chain 20 or more years ago and they required us to call patients a week after pick-up. I HATED DOING THOSE CALLS! More often then not no one would answer or you get voice mail and if you did talk to someone then you stand a chance of creating a negative thought in their mind. Just like dispensing. Never dispense glasses and as parting tell the pt, "if you have any "problems" come see us." no no no no no. Negative seed just planted.

As a consumer I HATE GETTING PHONE CALLS about service. I AM BUSY DOING WHAT IS IMPORTANT TO ME so please stop annoying me. You can bet that if I have issues with something you have done for me you will be hearing from me when it is convenient for ME.

We also sent them a thank you card with a return postage paid card grading our services and drs services. I'm all about that. And we also filled out a Birthday card and put it in a file and was sent to them for their birthday. By doing those two things we got a lot better idea how we were doing as a whole and the birthday card just kinda jogged their memory that, hey we are here for you.

I know I wouldn't answer the phone for that. I have stuff to do and if I had a problem with something I would let you know. I have a phone for my convenience not yours

**Chris Ryser** · 05-27-2015, 12:30 PM

Originally Posted by rbaker

These calls are a violation of my time and space and like CCGREEN I will usually enter the callers name to my manure list and my shadow will never again darken their door.

Don't ask me how things are going. I might just tell you. And remember, if your phone doesn't ring you will know its me.

When working for my father in my younger years we had a system for follow ups, which was asking every new customer when he was born. So many times they wanted to know why they should give this information. The answer was always so we can send them a Birth Day card and they had a good laugh and gave the information.

We built up a large list of names and addresses and actually forever sent out Birthday cards. Some of them even used to phone up and thanked for it. As we all get older there are less and less such cards coming, but the optician never forgot. Most opticians make a living with older people, who in turn are pleased to know that they are not totally forgotten.

The investment is small, but people actually are impressed by their optician to remember them at their birth day which they never expected.

**rbaker** · 05-27-2015, 03:08 PM

Originally Posted by Chris Ryser

When working for my father in my younger years we had a system for follow ups, which was asking every new customer when he was born. So many times they wanted to know why they should give this information. The answer was always so we can send them a Birth Day card and they had a good laugh and gave the information.

We built up a large list of names and addresses and actually forever sent out Birthday cards. Some of them even used to phone up and thanked for it. As we all get older there are less and less such cards coming, but the optician never forgot. Most opticians make a living with older people, who in turn are pleased to know that they are not totally forgotten.

The investment is small, but people actually are impressed by their optician to remember them at their birth day which they never expected.

We also did this back in the day when customers had a certain degree of loyalty. Today though, the only loyalty that the customer has is to their insurer or the low price joint.

**mdeimler** · 05-28-2015, 07:28 AM

Originally Posted by rbaker

We also did this back in the day when customers had a certain degree of loyalty. Today though, the only loyalty that the customer has is to their insurer or the low price joint.

And this is what it's all about. Us, professionals, many times can't or won't allow this idea to permeate into our brains. Once we accept this and WORK WITH THE IDEA, we can become more successful.

**Rockstargazer** · 05-29-2015, 02:52 PM

Bravo mdeimler!! I have a shop right smack in the middle of San Francisco, WP is here, Jinn just opened, SEE is a few blocks away....... I truly believe there is NOTHING that can replace good old fashioned personal service. No amount of online sellers, no chains can connect with a client it has to be the optician who is helping the client. I like to think my success in building LOYAL clients over the years is getting to know the person beyond their Rx.... I have a photographic memory which allows me to immediately recall their name as soon as they walk in my shop. (Not always able to remember but guessing I'm 85% :-))
I am passionate about what I do and it shows, plus I've always been able to sincerely convey my interest and concern for my clients vision and just in general. Then I send them a handwritten thank you note after the fact thanking them for their purchase, inviting them in for an adjustment and/or to just say hi occasionally!! It works for me. I tell people I'm taking care of my clients one pair of eyes at a time.

**cowboytelemark** · 06-03-2015, 12:14 PM

We do follow up calls 1 to 2 weeks after dispense. Most patients are appreciative, and I have never had a patient complain that I called. I guess I don't think of my patients as pigs, so I am OK with maintaining an open discourse with them. After all, I want them to see well and be satisfied with their purchase. If my goal were just to sell them something, then hope they don't come back to complain, then why follow up. But my goal is to provide the best patient care possible. FYI, I don't ask if they have problems with their glasses. You don't have to use negative language. Why not just say something like, "this is so and so calling from your eye doctor. I am placing a courtesy call to ensure that your glasses are performing well. If you have any questions feel free to call us."

**hasheel** · 06-03-2015, 02:32 PM

I do 10 day to 2 week followup call. I say" I'm checking to see if your glasses are still working well for you. If you have any questions or concerns, please stop in or give me a call". No negative thoughts. When I am able to speak with them, they are very appreciative. I enjoy the calls. It leads to conversations about additional pair. And ,also reminds them that we are their eye care provider.

**SAINTCOURTNEY** · 06-03-2015, 05:05 PM

At my previous place of employment, we sent out Thank You cards to every patient who bought glasses with us. We were an optical-only location, meaning no in-house Dr., with multiple "Eyewear Specialists" selling glasses. Every time one of us sold glasses, it would be recorded in a stack with our name on it and we were required to send out thank you cards to patients who bought glasses with us 2 weeks after their dispense date. This was both an awesome idea and a disaster. The patients who actually received Thank You Cards were appreciative - we actually worked in conjunction with the pizza parlor around the corner, included a $5 off coupon for a meal, and thanked them for their service in choosing a local business. However, because we had at least 14 people selling glasses at any moment in time over 5 locations, most of our customers never received Thank Yous unless the person they were working with really cared enough about their stack of patients. It was also a really good way to network with other locally owned businesses, who over time gave us gift cards to include in these Thank You cards as a way to increase marketing.

At my current place of employment, we do not have anything in place for post-dispense check ins. However, it's a little different because it's just me. That's it. I'm the entire optical department. So while I might not call or send post cards, I do try to text/email patients to check in with them, especially the patients I remember might have a difficult time adapting (new presbyopes, etc.). Our practice has actually started moving away from appointment reminder/glasses dispense/etc phone calls and instead have been utilizing Coopervision's Websystem to send texts & emails to our patients. Over the last month, we've gotten a much better response than with phone calls. People seem to be more willing to communicate with us about problems or reschedules if they don't have to hear our voices or something haha.

I'm not sure how helpful that is, but I really can't stress the importance of those Thank You cards at my previous place of employment. I had repeat customers specifically come back to ask for me as their optician, even though many of my coworkers were there and available to help them. Instead, they would leave and then come back during my work hours because they felt connected. I think phone calls, for many people, are invasive and disruptive to their day - a text or email, which can be read and then easily responded to later, makes them feel like they're not forgotten, but not being badgered, either.