How should an eyewear boutique owner introduce the successor to long-time patients?
Introduce the successor gradually, in person, while you are still in the shop. Let patients meet them at fittings and appointments, explain why you chose them, and pass on what you know about each patient’s frames, habits and needs over time.
Long-time patients trust a person, not a storefront. The goal is to lend them some of that trust. A week of announcements will not do it. Plan a stretch where the successor works beside you, handles fittings and adjustments, and is seen as part of the team before you step back.
Prepare simple, honest messaging. Tell patients that you are retiring or moving on, who is taking over, and what will stay the same. Say it in the shop, by phone and in writing, and let staff hear it first so they can answer questions with confidence.
Share the details that make service personal. Note who prefers certain styles, who has a complicated prescription, who brings the family in together. Ask your lawyer how patient records and personal information may be passed along, and handle them with care. Finally, stay available for a set period after the sale. Even a short overlap lets patients see the handover is calm. Ask the successor what they need from you, and be ready to step back when they are comfortable. Thank patients for their loyalty as you do it.
Key takeaways
- Pair the successor with you at fittings so patients see them working in the shop.
- Tell staff first, then patients, with a clear message about what stays the same.
- Ask your lawyer how patient records may be shared before you pass anything on.
Related reading
15 pages on the same subject, grouped by topic.
Selling
- Expert answerHow do I introduce a buying chiropractor to my regular patients?
- Expert answerHow do I introduce a new owner to my bookstore’s regular customers?
- Expert answerHow do I introduce my accounting clients to the buyer?
- Expert answerHow do I introduce my police and roadside referral contacts to a tow business buyer?
- Expert answerHow do I prepare my physio clinic’s patient files for a handover to a buyer?
- Expert answerWhat happens to unfinished patient treatments when I sell my dental practice?
- Expert answerWhich suppliers of play structures should I introduce to my buyer?
- Expert answerWhen is the best time of year to sell a summer day camp?
Buying
- Expert answerHow do I find out why long-time store employees might leave after a sale?
- Expert answerAm I liable as a successor employer after an asset purchase?
- Expert answerHow do I introduce myself to clients after buying a bookkeeping practice?
- Expert answerHow do I introduce myself to parents after buying a daycare?
Sources
This answer is checked against primary sources. Links were last confirmed on the dates shown.
- 01Business Development Bank of CanadaGovernmentAfter buying a business, what is the next step?
- 02Business Development Bank of CanadaGovernmentAdvice for succession planning - Articles and tools
- 03Business Development Bank of CanadaGovernmentWhat are the steps to buying a business?
Deavo is an advertising and listings platform, not a brokerage, law firm or valuation firm. This page is general information, not legal, tax, accounting or valuation advice, and rules differ by province. Confirm anything you rely on with a qualified professional before you act on it.