Originally Posted by
optical24/7
“ Hi, Mrs. Wigglybottom? I just wanted to call you to let you know that I’m having your new glasses remade. They just simply didn’t meet my standards in accuracy. We pay a lot for these lenses too, and I expect perfection. I’m sorry for the delay. We use the best lab out there, but I’m picky. I just wanted to call and let you know”.
Virtually every time the patient would thank me for having them “re-made”. “ I’m glad you caught that! Just call me when they come in right”.
Now, if it a BO, you can blame supply line delays. “ You’ve selected a very popular option for your new glasses. Unfortunately, there’s going to be a delay in getting them due to supply delays. The lab will be expediting them as soon as they receive the lens blanks.”
When they come in for pick up, just tell them, “ I’m sorry about the delay, but these are perfect!”
I’m not crazy about white lies, ( like the 1st line), and there are a few folks that appreciate the truth, but most will just loose confidence in your ability to deliver great glasses. The best way to loose a patient (forever) is for them to loose confidence in your ability. Just make sure you call them promptly. Don’t wait till they call looking for them.
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