Do You Or Don't You: Have People Mystery Shop Your Optical

This article originally appeared in the September 2016 edition of INVISION.


I’ve had people call and ask difficult questions on the phone to see how the employees respond. If they are stumped we work the proper solution into our office meetings. Nytarsha Thomas, Visionelle Eyecare, Zionsville, IN

Secret shoppers are the only way I am able to get a real, fresh look at my practice. It has always been a great tool to make sure the changes I make are received the way I expect them to be. My biggest surprise, though, is that things I don’t expect to make a difference are noticed the most. It has really proven to me that paying attention to the smallest detail can make or break a patient’s opinion. Erik Lawrence, Roadrunner Eyecare, Albuquerque, NM

The results are both good and bad. We use it as a training tool for those who need help and as a way to reward those doing the right thing when no one is watching. Michelle Wright, DePoe Eye Center, Sharpsburg, GA

It reinforced that we do have a great selection of frames in this area. And that our customer service, and how we greet customers coming in, continues to be top-notch. When my opticians and I discussed the results, we felt good about our shop and made us want to even one-up ourselves. Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI

I am the only person in the optical, but I do employ a service to come in once a month to check on how I am caring for clients and how our front desk area is engaging with our clients when checking in for appointments or calling to schedule. Martha Downing, Advanced Ophthalmology Associates, Clawson, MI


We have a very professional staff. I don’t feel it is necessary at this time. David King, Oakland Fashion Optical, Pittsburgh, PA

Instead, we shop high-end retailers. We want to not just be an optical shop. We want to be a destination that has a high-end appearance and feel: the local Rolex store, galleries, The Forum Shops in Las Vegas. Katie McElvaine, Springfield Family Vision, Springfield, MO


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