The pandemic is still here, but it hasn’t stopped people from needing eyewear. Business has been non-stop with high demand for eye exams, contacts, and glasses. In a busy location like mine I learned some strategies to help me get through hectic times while managing COVID.

What are the most common complaints from consumers about their experiences in optical shops? According to an article in Consumers’ Checkbook in April 2020, “complaints usually relate to second-rate customer service—rude salespeople, long waits, indifferent advice—and high prices.” The article continues, “But many things can go wrong when buying glasses: Lenses can be positioned wrong or be defective. Opticians and optometrists must understand a slew of complex matters including matching your lenses to your eyes, fitting frames to your face (the contour of your nose is critical) and knowing what to recommend for people who need big corrections.” Sitejabber posted reviews of an optical that has both online and brick and mortar venues. There were a number of positive reviews, but of 70 recent negative reviews, 31 cited poor product quality and 39 cited poor customer service for an overall rating of 2.8 stars for both in-person and online services.

On a recent phone call, a friend said, “Living with COVID in 2020 was like looking both ways before crossing the street, then getting hit by an airplane.” It suddenly tested our innovation, resiliency, patience, and stamina in ways we never imagined possible just a year ago.

In place since August 2004, the Rule imposes obligations on both eye-care prescribers and contact lens sellers.