Customer Satisfaction

12~19~2024

A patient came in seeking assistance with her broken frame. Upon assessing the situation, I discovered she could no longer obtain a replacement or parts for them. The arm piece and nose pad that were essential for supporting the heavy frames broke off her glasses.
The glasses she received were unacceptably ill-fitting and too large for her. It was astonishing that such minimal care was taken with these expensive specialty glasses. As an older individual with limited funds, she deserved better.
With nearly three decades of experience as an optician, I am dedicated to finding effective solutions for broken frames. After she entrusted me with her ill-fitting glasses, I confidently informed her that I could fit the completely rimless lenses into a different frame.
Though this would require significant time and effort, I was fully committed to helping her. I promptly took measurements and identified a suitable frame to accommodate her bioptic telescopic lenses. These glasses enable her to see distant objects more clearly, which is crucial because she is legally blind without them.
I knew I had the skills to make it work. I carefully removed as much glue as possible to access the screws, as her husband had reinforced them with glue a year after her initial purchase. Next, I traced and measured the lenses for the new frame, which has bevels. I then hand-edged the lenses to ensure a precise fit.
After 4.5 hours of focused work, I completed the glasses. The following day, I called her to let her know they were ready for fitting with the specialty lenses. When she came in, she immediately exclaimed, “I can see so much better!”
I followed up with her a couple of days later to check on how she was adjusting to the new glasses. She expressed her happiness and thanked me repeatedly, reaffirming my belief in the importance of my work. The experience is incredibly rewarding!

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