Boosting Progressive Eyewear Sales Through Meaningful Conversations

As optometrists, we have a unique opportunity to not only provide exceptional eye care but also to enhance our patients’ experiences and boost sales in our optical shops. One of the most effective ways to achieve this is through meaningful conversations in the exam room. Today, I want to share some strategies for addressing common patient concerns, particularly when it comes to progressive lenses. This is a continuation of the strategies I shared in my last article.

Understanding Patient Concerns

When patients express hesitation about progressive lenses due to past experiences, it’s essential to acknowledge their feelings while guiding them toward a solution. Here’s how to transform those conversations.

Acknowledging Past Experiences

Current Approach:
“I’m so sorry you had a bad experience elsewhere. I would love for you to be open-minded toward the option of a progressive lens since I think it would best serve your visual needs. You can discuss with one of our opticians what didn’t work in the past and how we can choose a lens design to better serve you moving forward.”

New & Improved Approach:
“I understand that your past experience with progressive lenses makes you wary of trying them again. However, I truly believe that a progressive lens will best serve your visual needs at all distances. Lens technology has evolved significantly, and our office only offers premium lens options that provide superior vision. The non-adapt rate for the progressive lenses we use is less than 1%, and one of our opticians will help select a lens design customized specifically for you. I am confident that you’ll not only see better but also grow to love your new progressive lenses.”

Addressing Specific Concerns

When patients inquire about bifocals or express frustration with their current lenses, it’s crucial to provide them with updated information.

Old Approach:
“If comfortable and reasonable to continue DVO, continue DVO and don’t discuss.”

New Approach:
“How long has it been since you tried progressive addition lenses (PAL)? Have you tried them through us? The lab we use for our lenses employs exclusive technology that allows for a significantly wider field of view at middle and near distances. If you’re experiencing these complaints, consider trying our lenses. We have less than a 0.5% failure rate and stand behind our products. If you have any problems, just let us know!”

Encouraging a Trial

Sometimes, patients need a little push to consider trying progressive lenses again.

Old Approach:
“If you really don’t like the PAL, then we can keep you in a distance pair AND a reading pair, if that’s what you want.”

New Approach:
“Unfortunately, we hear this all the time. But fortunately, with our digital technology, we have less than a 0.5% rejection rate with PALs. It’s like tires: you can have a 50K mile all-weather Michelin or drive on a donut! They are both tires, but we both know there is a huge difference. That’s why we always encourage our patients to try our digital lenses before giving up on PALs. We also stand behind it 100%, so if you are still that rare 0.5% that truly can’t adapt, we’ll remake them at no charge. I’m confident with your prescription that you won’t be that 0.5%. Give it a shot; you’re too young to have a line in your glasses!”

Building Trust Through Personal Experience

When patients share their past struggles, it’s helpful to relate to them personally.

Old Approach:
“I totally understand; I had to start with reading help in my glasses too, and when I got a progressive, it made me kind of dizzy at first. Thankfully, there have been so many advances in progressives in the past couple of years. We utilize digital technology that minimizes peripheral aberrations and gives you a bigger zone to help with reading. Let me get you paired with an optician that can talk to you about it more.”

New Approach:
“I can relate; I had a bad experience when fitted with poor lenses. Thankfully, our office utilizes digital technology that provides the most comfortable progressive lenses available. Depending on your age, you might not even need a full progressive today, just a ‘baby’ bifocal that is much easier to adapt to. I’m confident that you’ll be impressed with the open field of view and comfortable feel of the lens. I’m genuinely excited for you to try it!”

Reassuring Patients About Their Choices

When patients are hesitant about progressive lenses, it’s important to reassure them about their options.

Old Approach:
“Sorry to hear progressives haven’t worked for you previously; there are definitely a small percentage of people who just simply can’t adapt to them. If you know 100% you do not want a PAL, we can definitely help you out with a lined bifocal or two separate pairs of glasses—one for reading and one for distance. However, the progressive is definitely the most convenient option, and the only one that gives that intermediate/arm’s length vision. It really may be worth trying out our progressive lenses to see if you have a better experience.”

New Approach:
“Sorry to hear progressives haven’t worked for you in the past. One thing about progressives is that they are not created equally; designs and quality can vary widely. While there is a small percentage of people who truly can’t adapt well to them, most who struggled with their first pair were simply not in the best progressive design for their needs. We offer the top progressive designs available that minimize distortion and help people adapt quickly. I really think you would have a much better experience this time around, and if for some reason you still can’t adapt, we’d be glad to remake the lenses into whatever you prefer. There’s really no risk in trying them out!”

Conclusion: Transform Your Conversation

By transforming our conversations in the exam room, we can not only address patient concerns but also boost sales of eyewear in our optical shops. It’s all about building trust, providing reassurance and demonstrating the value of modern lens technology.

Let’s empower our patients to make informed decisions that enhance their vision and overall experience.