Complaints have risen in the optical sector by almost a quarter in the last 2 years according to the Optical Consumer Complaints Service (OCCS). Why would that be?
In short it's almost entirely due to pressurised selling. The majority of new complaints relate to a feeling of being pressured into either buying new glasses where none are required or desired, or being advised to upgrade to thinner lenses or coatings with associated increase in cost. The only reason for this application of pressure by the team is sales targets imposed by management or head office to increase turnover, and by extension, profit. We've discussed before how the only losers in the targets game are patients, often the vulnerable.
At Scott Brown Optometrist and Hearing Care we have never set our staff sales targets and we have never encouraged or rewarded the selling of coatings or add-ons. That's not to say we won't suggest them if we feel you'd benefit, but you can be certain we'll give you a reason why we're suggesting it and we always leave the decision up to you. That will never change.
