Selling and discussing progressive lenses with customers who have had a history of being non-adapt or had a poor experience with progressive lenses can be a challenging task. However, with the right approach and knowledge, you can help them understand the benefits of progressive lenses and address any concerns they may have. First and foremost, it is important to listen to the customer’s past experiences with progressive lenses. Understanding why they did not adapt well to them or had a poor experience can help you tailor your approach to better meet their needs. It is also essential to empathize with their frustrations and assure them that you are there to help find a solution that works for them.
When discussing progressive lenses with these customers, it is crucial to highlight the benefits progressive lenses offer. Progressive lenses offer clear vision at all distances and provide a more seamless transition between the different vision zones, making them a more comfortable and convenient option for most people.
One of the more common reasons for non-adaptation to progressive lenses is improper fitting. If their previous eyecare office or retailer did not accurately measure their seg height or take mono-pd’s the customer may label their inability to see clearly as a “non-adapt”. Explain the process of fitting them into a progressive and the importance of proper measurements while also using encouraging verbiage and instilling confidence in your ability to fit them into a lens that will meet their visual expectations. Getting to know your customer and their lifestyle is key to being able to match them with the lens best suited for their needs. Do they spend extended hours on the computer, are they an avid reader, do they knit/crochet, or enjoy being active with golf or pickleball? All of these factors not only help guide you to the best lens for them but also help you tailor their measurements (dropping or raising their seg) which will help them wear their glasses comfortably.
In addition to the fitting process, it is important to educate customers on the advancements in technology that have greatly improved the design of progressive lenses. We now have access to lenses that use artificial intelligence as well as several different types of technology that take your head posture and eye movements into consideration as well as your age. Whereas before wearing a progressive could feel limited, these advancements have led to a wider more seamless visual corridor and reduced distortion, making modern progressive lenses far superior to older versions. Lenses are no longer “one-size-fits-all” and by customizing the lenses to match the customer’s profession and visual demands, ECPs lessen the odds of a non-adapt.
The dispensing process also plays a crucial role in the success of progressive lenses, as proper guidance and instruction are key to helping customers adapt to their new lenses. While allowing the customer to lead the conversation, it is important to offer gentle guidance on how to use their lenses effectively. Staying away from questions like “Can you see?” Providing simple tips like “point your nose at what you want to look at” can help customers understand how to utilize the different vision zones in their progressive lenses.
Selling and discussing progressive lenses with customers who have had a history of non-adaptation or poor experiences requires a personalized and empathetic approach. By focusing on proper fitting, educating customers on the benefits of modern progressive lenses, and encouraging open communication, you can help these customers feel confident and satisfied with their new lenses. Ultimately, by guiding them through the process with care and professionalism, you can help them overcome their previous challenges and enjoy the benefits of progressive lenses.
