Optometric Management Tip # 416   -   Wednesday, February 03, 2010
What do you say at dispensing?

I must admit that it has been a long time since I dispensed a pair of eyeglasses, but I was thinking about how my staff does it and if we are really using the best technique. I decided to hang out in the optical area more than usual and observe and listen. As usual with procedures that are not paid attention to, some of my opticians were not doing it the way I wanted. I thought I had trained them on what to say at dispensing, but truth be told, I couldn't remember the last time I spoke to them on the subject and we have some newer employees that may not have heard my spiel. New employees are generally trained by our senior staff members, but some things can be overlooked.

I'm generally more involved in contact lens dispensing because I check the fit, but it occurred to me that I have three associate doctors and I'm not quite sure what they say at the contact lens dispensing visit.

What to say

I opened my practice cold, so there was a time when I did all eyeglass deliveries and adjustments myself. I learned early on that the dispensing of glasses or contact lenses is a great opportunity to build patient loyalty. Loyalty is the highest level of patient satisfaction and it results in repeat business and word of mouth referrals; two things I'm passionate about. Here are some tips on what the dispensers in your practice should say to the patient.

The presentation

Give some thought to what the product looks like when it is delivered to the patient.

Best wishes for continued success,

Neil B. Gailmard, OD, MBA, FAAO
Chief Optometric Editor, Optometric Management