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Woulda Coulda Shoulda

Make That Difficult Patient a Chain Store’s Problem

What you’d have said to that rude, frustrating or clueless patient …

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“I suggest you go to a chain store where you might get better service.”

To one of those rare belligerent customers: “We do recommend they go elsewhere. By traveling to another office they might calm down and we rarely see them again, as we don’t need their business or appreciate the disruption to our office.”

Since launching in 2014, INVISION has won 21 international journalism awards for its publication and website. Contact INVISION's editors at editor@invisionmag.com.

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Woulda Coulda Shoulda

No One Likes A Know It All

But be sure to say it with a smile.

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“It must be quite a burden to be the only one who is right all the time.”

…To the know-it-all customer

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Woulda Coulda Shoulda

That Will Be $100

How you really want to answer the unknown client who asks you to fix something they purchased somewhere else.

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“I can help you for $100 since that is what my margin would have been had you bought that here.”

To the people who come in with something they bought elsewhere and want us to fix or adjust it.

Woulda Coulda Shouldas are provided anonymously by INVISION’s Brain Squad.

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Woulda Coulda Shoulda

But Would You Say It Again?

When accused of making a mistake, this eyecare pro couldn’t hold back a profanity.

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“Bullsh**!”

What I did say to the customer who said his doctor didn’t make mistakes, and we’d made the glasses wrong. I told him the doctor changed his prescription and the glasses were fine. I remade the lenses and he believed me after I explained to him that prescriptions can change. Haven’t done it again but it was fun for the moment.

Woulda Coulda Shouldas are provided anonymously by INVISION’s Brain Squad.

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