06 Feb What motivates us to use the ‘bench treatment’?
What motivates us to use the ‘bench treatment’?
Most of us at some point in our careers have defaulted to using the bench treatment. You know, when the customer is so stupid that they don’t know when their glasses are perfectly adjusted. But we know better, don’t we? So we wait five minutes and pretend that we have done some magical adjustment to the frame. Hoping this time has provided the customers sore spot to ease a little. Return the glasses to the customer with a smile and a wave goodbye. Experience has taught us that the customer is not always right. Right?
What if we only think that the frame is perfectly adjusted? What if the length to bend is really too short or too long? What if the temple drop was really too tight? What if we had adjusted the nose pads with our fingers and not used the correct tools? What if we were rushed or couldn’t be bothered?
What if we really are bad at frame adjustments? Or, really didn’t want to care?
What if the customer is actually right and the bench treatment din’t work? What then?
What will the customer think about their glasses and you, when the pain returns?
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