Dispensing Support Guide for Practices

In the UK as spectacles are classified as a bespoke item, there is no right to cancel following a consumer placing their order;  they would be reliant on the practice’s goodwill or any internal policies they may have in place to do so.

The OCCS acknowledge the conundrum faced when a consumer returns weeks/days or even hours later regretting their purchase and the practice being unable to proceed with their refund request

The OCCS have put together some tips to help ensure you have covered all bases to help try & avoid that buyer’s remorse and that they are 100% happy with their order at time of purchase.

Clear Recommendations

• Ensuring the consumer is clear on the recommendations as the foundation for all the following steps throughout the dispense process.
• A clear understanding of the requirements of the spectacles help to dictate the choices being made on frame selection and lens specification.
• Remember while this is your day-to-day, the consumer might not have purchased spectacles in years- so refresh them on all options appropriate for their needs. Listen to the consumer, as they may share information that they don’t deem relevant but will aid you in your support and recommendations.

Take Time

• Again, while you may have demonstrated a lens feature 10 times already that day, this may be the first time the consumer has heard this information- so be sure not to rush and confirm understanding before moving on.

Recap

• Now is the time to ensure that the consumer is clear on all aspects of the order and happy to accept before you hit the ‘GO’ button. Opportunities for any final questions and managing their expectations is a great way to avoid any U-turns later down the line.

Small Print

• While we cannot control all factors that lead to a consumer change of mind – by being upfront with the process and clear on how final the order is once placed can help reduce this greatly.