Attentive to customers in the shop, calm on the phone

The modern optician’s is all about delivering a seamless, personalised customer experience. People come to your shop for a professional eye test and style advice on a pair of glasses they’ll wear for years to come. When you’re in a one-to-one consultation in the fitting room or examination room, you can’t leave the customer to answer the phone. At the same time, customers keep phoning: Have my new glasses arrived yet? Have the lenses been delivered yet? Can I book an appointment for an eye pressure test?

By using a friendly, professional welcome message, you can elegantly overcome this problem. A warm voice on the phone conveys the care, professionalism and precision that people expect from an optician. You can mention straight away in the message that customers will receive a text message as soon as their glasses or contact lenses are ready, which will save you a mountain of routine phone calls. This way, you maintain a calm atmosphere in the optician’s, whilst still ensuring the caller feels they have received a polite and high-quality welcome.