Troubleshooting
Sometimes a customer may come back because they are having problems with their prescription or glasses. Before we send them back to the doctor to adjust the prescription, we need to make sure we’ve made the glasses correctly and within ANSI standards. Here are a few of the common problems people have:
A bifocal/trifocal wearer may state that they have to tilt their head down/up to see distance. If they are wearing metal frames with nose pads, you can adjust the nose pads. If it’s minimal head tilt, oftentimes you can adjust the face form or increase pantoscopic tilt, and that may fix the problem. If that can’t be done or if it still doesn’t fix the issue, we may have to remake the bifocals so they are lower, but always consult a supervisor before proceeding.
If someone complains of double vision or eyestrain (eyes pulling), there may be unnecessary prism in their prescription or there may be a problem with the PD (pupil distance… the center of the lens is probably not lining up with the customer's pupil. Ask your supervisor to check them.
If a customer gets a new prescription and their prescription has changed, it can take a few days for the customer's brain/eyes to adjust to the new prescription. If they have had a significant change in the cylinder, it can look like the ground is slanted. Always get a supervisor or manager to check the prescription to make sure they have been made correctly. If everything checks out okay, we encourage the customer to wear their old glasses for the rest of the day, and in the morning start fresh with their new RX.
Continue to adjust glasses & help customers pick out frames… with a friendly smile.
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