General Chat

Whenever I speak with an OE damaged laser eye surgery patient for the first time, I ask which type of procedure they had.

Often I’m told, ‘The most expensive one.'

I then explain that it doesn't work like that, as this screenshot shows - £1,600 difference in price for exactly the same lasik procedure!



It works like this: if a customer says the initial quoted price is too high, that they can’t afford it - even after the Hitachi Finance option is dangled under their nose - then the tag team (optom & PA) will pretend they're going to speak to the manager or call Head Office.

They return with the ‘good news’ that they can offer a 'today only’ discounted price, but on condition the deposit is paid immediately.

Asking it it’s refundable if they don't go ahead with surgery, victim is told 'yes’. The truth is of course quite different, as can be read on the ‘DEPOSIT REFUND’ topic!

Another price pump up scam is to tell a customer with a high prescription that the procedure is therefore more expensive.

Bullsh*t!

OE staff will do anything they can - beside holding the customer at gunpoint - not to lose a sale.

NB: The bonus is in addition to the percentage they’re paid in commission, proportionate to the sale amount.

One Optical Express employee - let’s call her Kate - has been with the company in Glasgow since she left school, describing herself on LinkedIn as a 'Refractive Technician & Patient Counsellor’ (aka Patient Advisor/PA)

A little birdie told me that Kate makes so much money in bonuses - virtually forcing all her customers to book surgery - that she’s now the proud owner of a house purchased with her ill gotten gains!

Kate is as despicable as David Moulsdale and his salivating lap dog Tweedles, because after ten years she has seen many thousands of patients left with irreparable problems, but is happy to keep pushing people into surgery she knows is likely to ruin their lives!

In fact, I don't believe that anyone working at OE for more than one month can claim immunity from my contempt and disgust!

So to all you OE optoms and PAs readying to finish for the day, while you're planning how to spend the money you've made in bonuses and commission, think about the part you've played in ruining so many people's eyes and lives to get that money!

And if your conscience has the slightest twinge, consider joining my little birdies...

A patient (customer) is 'switched' when they go into an Optical Express store to buy glasses, and the salesperson and/or optometrist manages to pressure them into buying eye surgery instead!



This screenshot dates back to 2014, but courtesy of an OE employee with a conscience (few & far between nowadays), I have a veritable galaxy of 2018 internal documents, proving that staff incentives and bonuses are integral to the survival of this corrupt comany!

Watch this space

Hi
I booked my lens replacement at the Trafford centre branch about 4/5 years ago and im pretty sure when I booked the procedure I was promised a lifetime backup should I need further treatments was anybody else given this assurance?
TIA
________________________
admin: Oh yes...
www.opticalexpressruinedmylife.co.uk/ind...etime-guarantee.html

Cont'd...

LVC = Laser Vision Correction
IOL = Intraocular Lens (RLE/NLR/Lens exchange)

Lee Mackinnon is Optical Express' Head of Performance, and after reading a number of his emails to store staff, I believe he'd be more appropriately employed as a sports team coach, screaming at players from the sidelines!
www.opticalexpressjobs.co.uk/…/meet-head-of-performa…

The heavily encouraged and incentivised sales pressure put on customers is ill placed, and not acceptable for a provider of ANY surgical procedure!



The 'Surgery Slot Finder' enables staff to book in bamboozled customers before they've had time to think, therefore parting with a sizeable deposit, if not the entire surgery cost, on the day of their 'free consultation'.

Never mind that they haven't seen the surgeon, or walked in for a 'free consultation' - or worse, simply to buy a pair of glasses!



More to follow

Super Saturday', a contest between all OpticalExpress store managers, optoms, and refractive technicians (aka salespersons), to sell as many procedures as possible!

And these were the lucky 'Superstar' winners on 27 January 2018...



Not so lucky the pawns in their game

My first response to this advertising was, 'ROTFLMAO'



But I don't know if I can even laugh, because what else would you expect a surgeon operating on your eyes to be - a vet?

And how does a patient 'build a relationship with', and 'trust their surgeon', over the course of what is less than a 10 minute meeting - or nowadays rmore likely a phone consultation?!

Scary is an understatement!

www.opticalexpress.co.uk/about/surgeons

How much lower can Optical Express sink - playing Battleship with patients' eyes




David Shirra, Performance Director at Optical Express since August 2016, 'Responsible for business performance and group operations, reporting to the Chief Executive & Chairman.’
www.linkedin.com/in/david-shirra-a5b9b05

'From: David Shirra
Sent: 02 February 2018 09:03
Subject: Welcome to Refractive Battleships!

Good morning team,

Welcome to today’s refractive incentive- Thinkers & Lead Time Battleships!

Let us buy your coffee & lunch for the week, or even a Friday treat in today’s incentive. For every thinker OR every booking with a lead time of 14 days or less, a grid reference is yours!

Remember, by INSPIRING your patients with our unparalleled technology, exceptional patient outcomes and the current thinker incentive offers, every clinic should be delivering a strong return thinker performance today. If you are unsure of the current FIXED PRICE OFFERS, speak with your regional manager for clarity. Remember, the surgery support team are on hand to find you a surgeon discussion r treatment slot WHEREVER required.

The secret is to plan your day effectively to utilise diary gaps for trying, and sensitively retrying patients until you make connection!

Please see the slides below with details of how you can WIN in today’s incentive. To enter please complete the following template and reply to all in this email.

CID-
CLINIC-
TREATMENT-
TREATMENT COST-
DISCOUNT?-
TREATMENT DATE-
DEPOSIT-
SRO NAME & GRID REFERENCE-
PA NAME & GRID REFERENCE -

Are you ready to play?

David'

So I found this forum after finding out I don't have Lifetime Guarantee on my eyes!

Surgery Dec 2009 - I've not found the paperwork yet. I'm guessing I signed the paperwork a month or two before. Having moved countries twice since then, I'm going to have to have a real hunt to find the contract.

I'm currently having the following issues (any recommendations or advice appreciated!):
- intermittent blurry vision - one hour it's perfect, the next it is awful
- terrible night vision
- dry eyes


If you're interested here is a link to their old website from 2009: web.archive.org/web/20090908204010/http:...ticalexpress.com:80/

Hi Sasha, Just wanted to say a huge thank you!

I'd wanted laser treatment for a while, had a consultation on 4th Dec with OE.
They quoted me £5700, which was too much. They called almost daily since but I ignored the calls until 28th Dec when they offered 24 months interest free and reduced price of £3995.
I was about to pay my £400 deposit when I found your website, after spending the several hours researching your work - i'm so grateful to you! I had no idea!!

My mum had also planned to have lens replacement treatment with Optical Express within the next few weeks, at a cost of £6,600. Thankfully she has now also decided to cancel due to your work. Although she had paid a deposit, she's requested a refund - I'll keep you updated with how this goes.

Thank you so much for all you do, my mum and I may well owe our healthy eyes to you. I will continue to follow your work and help in anyway I can. xx