What happens when a complaint goes unanswered at your optical practice?
By David Samuel, SightCare Business Coach
No matter how great your team or how loyal your patient base, things can – and do – go wrong. Frames break, appointments run late, expectations aren’t met. But the real risk to your practice’s reputation doesn’t lie in the mistake itself – it lies in how your team handles it.
When it comes to complaints, most patients don’t expect perfection. They expect to feel heard. In my work with independent practices, I’ve found that even the most tense situations can be defused with a few simple techniques:
Acknowledge emotion first – Before explaining, correct, or defend, take a moment to recognise the patient’s frustration. A simple “I can see why you’d be upset” goes a long way.
Don’t rush to the fix – Jumping straight to a solution can feel dismissive. Ask questions and give space for the full story.
Stick to facts, not feelings – Even when a complaint feels unfair, staying calm and factual prevents things from escalating.
Follow up – A quick message or call after resolving the issue shows care and can turn a negative into a positive.
These are the kinds of skills that aren’t always taught – but they’re absolutely essential. That’s why we’ve created “Complaint Handling for Optical Practices”, a focused 90-minute workshop that gives your team the tools to handle complaints with confidence and professionalism.
📣 Want to protect your practice’s reputation and empower your team to handle complaints well? Find out more about the workshop and book your spot now Customer complaints workshop – SightCare
