A strategic weakness of independent optometry that rarely gets discussed is fragmentation; an industry condition in which the providers function as individuals instead of as a collective or aggregate. An extreme result is the condition of each practice as out for itself, rather than as part of an industry that needs to unite to preserve itself.
One of the more difficult situations to handle is a customer who can’t decide whether or not to buy. Their indecision can cause a lot of frustration for staff, particularly if other patients are waiting for help. There are a number of strategies that can help alleviate the stress of this bottleneck.