Win back optician customers: how to get them to their eye exam.
You win back optician customers by reminding them with a clear occasion and a simple next step.
Why don't optician customers come back?
Customers usually do not come back because nobody reminds them, not because they are unhappy. The glasses fit, everyday life goes on, and the next eye exam slips their mind. If you want to win back optician customers, you have to take over the moment of the reminder yourself. The tips below are experience and recommendation, not a study.
| Reason | What helps |
|---|---|
| Forgot the appointment | A reminder at the right time |
| No reason | A concrete reason, for example an eye exam or a follow-up check |
| Hurdle when booking | A way that takes seconds |
| No contact since the purchase | A short, personal message |
Who belongs on the win-back list?
Everyone whose last eye exam or last glasses purchase was a while ago belongs on the list. Decide yourself how long "a while" is, for example one year or two. You make the list with a simple table from your customer file: name, date of the last eye exam, type of glasses and the best way to reach the person.
Sort by date and start with the oldest entries. Work through a small group each week so you keep an overview and not all appointments fall on one day.
Which occasions work for eye exams and follow-up checks?
A clear occasion works better than "We haven't seen you in a long time". Good occasions are the due eye exam, the follow-up check after a contact lens trial, the adjustment of a frame, or the new collection. Write one sentence for it, no more.
- Eye exam: "Your last eye exam was a while ago."
- Follow-up check: "How are you getting on with your new lenses?"
- Adjustment: "Your frame is due for an adjustment, it only takes a few minutes."
- New arrival: "The new collection is here, feel free to drop by."
How do you speak to customers so that they reply?
Address customers by first name, give a reason and offer exactly one next step. For example, ask about a preferred appointment instead of "Are you interested?". Keep the text short so it can be read on a phone in a few seconds. Skip pressure and words like "last chance".
If you call, pick a time when customers can be reached, and leave a one-sentence voicemail asking for a call back. Only message people who gave you their number for this kind of message.
How does SmartChat win back optician customers automatically?
With SmartChat, the reminder goes out via WhatsApp, without you having to chase anyone by phone. Follow-ups in SmartChat are sent automatically after the confirmation. That means: a customer signs up, confirms via WhatsApp, and the next messages go out without any effort from you. Outside an ongoing conversation, messages go out as a template approved by Meta. More on the page Follow-ups and for your industry under Opticians.
Sample text, names and details are freely chosen.
How do you get started tomorrow with it?
Start small: pick ten customers from your win-back list, write each one a personal sentence with an occasion, and note how many reply. Then you know which occasion works for your customers. For new contacts, build a landing page or put up a QR code in your store so customers can sign up directly.
Frequently asked questions about winning customers back.
When should I remind customers about their eye exam?
Set an interval yourself, for example one year after the last exam, and stick to it.
How often may I message a customer?
One reminder per occasion is enough. Anyone who does not respond gets a new occasion later.
What do I write to customers who have not been in for a long time?
State the reason in one sentence and offer an appointment, without pressure.
Whom may I message for reminders?
I recommend: only people who gave you their number for this kind of message. Legal questions are best settled with a professional.
What does SmartChat take off my plate here?
Follow-ups in SmartChat are sent automatically after the confirmation, without chasing anyone by phone.
How do I get new contacts into the system?
Through a landing page or a QR code in your store.
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Last updated: By SmartChat Team