When a patient complains, being too quick to offer refunds can backfire. Dispensing expert Leona Meditz recommends that you focus on solving the problem, not on appeasing the patient.

When your optician can't resolve a problem, take the following steps:

�        Be proactive. Call the patient before the patient calls you.

�        Ask the patient to explain the problem. Don't make any recommendations or promises.

�        Find out what solution the patient wants.

�        Make an appointment to call back. Thank the patient for allowing you to look into the matter.

�        Get help solving the problem. After reviewing the optician's notes, discuss the matter with him. If appropriate, ask other staff members, your lab or product vendors for input.

�        Whenever possible, let your optician call the patient with the solution. This will reinforce your optician's relationship with the patient, and show that you and your optician work together to increase the quality of care.

�        Reward your patient for complaining. Only do this after the patient has accepted a solution. What you offer should depend on the patient and the nature of the complaint.