'I'll have a think'
The sight test showed a change in prescription. The patient chose a frame, and the dispensing optician explained the lens options: single vision or varifocal, thinner lenses, an anti-reflection coating, perhaps a second pair for reading or sunglasses. The total is more than the patient expected. They say they will have a think, take a business card with the price scribbled on the back, and leave.
Some come back. Many do not, and nobody knows whether they bought elsewhere, changed their mind or simply forgot.
Why quotes disappear
The dispensing conversation is detailed, with frame, lens type, material, coatings and prices, but it is rarely recorded in a way the practice can follow up. The practice system may hold a draft dispense, or may not. The patient leaves with a card or nothing. And following up feels awkward, so nobody does it, even though many patients are simply waiting to be reminded.
What lost quotes cost
| Without a quote record | With a quote record |
|---|---|
| Price on the back of a card | A clear written quote by email or text |
| Patient forgets the options discussed | Options listed with the frame reference |
| No follow-up | A friendly reminder after a few days |
| No idea how many quotes convert | Quote to order rate visible |
| Patient returns and starts again | Quote reopened at the desk in seconds |
A patient who had a sight test with you and then buys glasses elsewhere is a direct loss of the part of the visit that pays best, and often the start of drifting away altogether.
How we build quote follow-up
- At the dispensing desk, the DO records the quote in a short form linked to the patient: frame, lens options discussed and prices, taken from your practice system where possible.
- The patient receives the quote by email or text, clearly laid out, with the frame photo if you have one and your practice's contact details.
- A few days later, a short, friendly follow-up goes out in your practice's words, asking if they have any questions and offering to book a time to complete the order.
- If the patient replies, the reply goes to a monitored inbox or to the practice phone list.
- When the patient returns, the quote is reopened and converted into the dispense, so nothing is re-entered.
- Quotes that are not taken up after a set time are closed, and a reason can be recorded if the patient gave one.
- A monthly view shows quotes given, converted and closed, by DO if useful.
We do not suggest prices, upselling scripts or lens recommendations. The system records what your team discussed and makes sure the patient has it in writing.
After a month or two
Patients who wanted time to think have a written quote in their inbox and a nudge a few days later. Fewer of them drift to an online retailer by default. Returning patients do not need the whole dispensing conversation again. And the practice finally knows how many quotes are given and how many become orders, which is useful when looking at pricing or training.
The quote record also helps when a different member of staff is on the desk. A patient who returns on a Saturday, when the DO who dispensed them is off, can be picked up exactly where they left off: same frame, same lens options, same price, with no awkward 'I think she said it was around...' conversation.
Does this happen at your desk?
- Patients often leave with a quote written on a card.
- Quotes are not recorded in the practice system.
- Nobody follows up patients who said they would think about it.
- Returning patients have to go through the options again.
- You do not know how many quotes turn into orders.