:angry: I have to vent here... I just had a patient come in with her son, doctor brings them over and tells me the son needs a new pair of lenses, etc... I greet them and begin to look at what the insurance authorization says about what they are covered for, and mom says straight out-
"We're going to go somewhere else. You don't have a very good selection here, I've already looked."
I'm somewhat taken aback, and I say, yes we are a small optical, but we have something for everyone, and if they're looking for something in particular I can help them find...
"Well, I don't want to pay a lot of money for it."
I'm trying to stay courteous through these interruptions as I offer that maybe they would be intereested in our new XYZ frames, which aren't very expensive and are still very popular with the young boys...
"I've already looked. I don't want to pay a lot of money because it's not worth it for him, he keeps losing them. We're going to go somewhere with a better selection. Which frames do you have for boys? Over there?"
She then proceeds to go look down her nose at what we have on the board, bad mouth them a little bit and walk out with son in tow.
Poor kid. Hate to have a mom like that. :(
I can't stand rude people. Even worse is having to be nice to them even when they're treating me like dirt. Sometimes I think it would be better just to show them the door and sweetly tell them not to let it hit their butt on the way out. How far should "the customer is always right" go? Am I supposed to agree with her and say, "yes you're right all our frames are way too expensive and we have absolutely no selection"? I don't want to do that! But if I disagree with her the way I would like to, it will most likely start a bickering match where she walks out thinking that the frames are crap and the optician is a b**** to boot. Is this a no-win situation? How do you other optiboarders handle these types of patients?
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