Client or patient: What is the difference in the optical sector?

Customer vs. Patient: definition

Customer: The focus on service and experience

A customer is someone who is looking to purchase a product or service. In an optician’s shop, this could be the person who comes in looking for new glasses, contact lenses or even care product. Their main motivation is to meet a specific need, and their interaction with the professional usually focuses on aspects such as product variety, price, quality and advice.

The customer expects a personalised shopping experience, attention that makes him feel valued and facilitates informed decisions. In this context: the customer is looking for a service tailored to their specific needs.

 

Patient: The focus on health and diagnosis

On the other hand, a patient is someone who comes to the optician’s to seek professional care for their eye health. They may need a diagnosis of an eye condition, a follow-up of a previous pathology or the prescription of specific lenses after an eye examination. Here, the interaction is not based on the sale of a product, but on trust in the optician-optometrist’s ability to handle health issues with rigour and professionalism.

 

The patient values personalisation in a more clinical sense, trusting that their unique situation will be understood and treated optimally. The patient-professional relationship is closer and longer lasting, and requires a high level of commitment.

 

Why is it important to differentiate?

Understanding whether you are dealing with a customer or a patient is not just a matter of terminology; it directly affects how you structure your business. Let’s look at why:

1. Personalisation:

• For a customer, personalisation means offering options that align with their lifestyle, budget and aesthetic preferences.
• For a patient, it involves a treatment plan or follow-up tailored to their visual needs.

2. Trust:

• A customer relies on your knowledge and recommendations of the best products on the
• A patient relies on your expertise to care for their eye health, which may include early detection of pathologies or monitoring of various eye conditions.

3. Loyalty:

• A satisfied customer may return for future purchases or recommend your optician’s shop to
• A loyal patient becomes a repeat user, both in terms of trust and in terms of revenue from specialised services.

 

Strategies for serving clients and patients

The entire team working in an optician’s shop must understand the difference between customer and patient. This not only improves the quality of service, but also ensures that each person who enters the optician’s shop receives the right care, whether it is sales or vision-oriented.

 

Workspace

Divide the shop into areas that reflect these two needs. An open and attractive space for displaying products can make customers feel comfortable. On the other hand, a more private and professional consultation area reinforces patient confidence.

 

Communication

Regardless of whether you are dealing with customer or a patient, communication is key. Listen actively, ask relevant questions and offer clear solutions. Personalisation is the basis for a positive experience, regardless of the context.

 

Two roles, one goal

At the end of the day, both customers and patients are looking for one thing in common: to feel understood and well cared for.

As opticians-optometrists, our challenge is to identify your needs and adapt to them. The key lies in balancing personalisation and professionalism, ensuring that every interaction meets or exceeds expectations.

Whether you see the person who walks through your door as a customer or a patient, remember: every interaction is an opportunity to create value and strengthen your relationship with them.