Customer Refunds

After reviewing the P&L’s, it is clear that everything counts when it comes to the final numbers at your store.  Having an attractive, inviting store. Ensuring the store is staffed effectively, depending on the day-to-day needs. As well as keeping the lenses and frames stocked. You can do everything perfectly and still find yourself facing a customer refund request.

How does your store avoid customer refunds? First and foremost, the training of your staff; a knowledgeable staff will prevent customer refunds from the start. Your staff needs to be well-versed with the pricing and parameters of the lab. Your staff is performing a professional service. It is their job to let a customer know the best lens options and prevent the customer from purchasing the wrong frame.

Often a new employee will be hesitant to let a customer know that a frame is too small for a progressive or that due to a strong prescription, the lenses would not work for a rimless or drill mount.  Also, letting someone know a frame does not fit them can be awkward, but is part of the job.

Another area that is easily neglected is troubleshooting after the sale.  This goes back to staff training, but maintaining the mindset that the sale is not finished when the customer leaves with their glasses. A high level of customer service must be maintained at all times. If a customer feels that they are receiving the best care possible, regardless if it’s a simple, or difficult adjustment, lab or optician error or even possibly an issue with the prescription written by the doctor, they are going to be less likely to request a refund if they see that we are going above and beyond to help them with their issue.