|Professional E-Customers Enjoy VIP Treatment at www.ecp.acuvue.com
|E-customer service is a key component of the recently updated, comprehensive www.ecp.acuvue.comŚnow faster with easy navigation. The channel has many new benefits, beginning with the full-featured e-commerce center that helps with supply ordering, up-to-the-minute shipment tracking, and detailed financial account information. The new "Quick Sheets" make it easy to order multiple powers for all of the ACUVUE® Brand family of products. Additionally, the center lets users duplicate direct-delivery for patients' most recent orders, as well as update patient databases for expedient product selection. Visit E-Customer Service or call 1-800-874-5278 for more information.||
Last week's tip covered the tangible aspects of dispensing eyewear, so I'll focus on the intangible details this week. Don't underestimate the importance of these details - over time, they can make the difference between a thriving practice and an average one. Be sure to monitor these operations frequently, they have a way of drifting away from what was once standard procedure. Continual re-training of staff members on these points is time well spent.
Here is a good question for a staff meeting, along with some points that I think are important. Compile your own list and print copies for all dispensing staff members.
What should a technician say when dispensing a new pair of glasses?
(I'll throw in a few things to do as well)
Greet the patient with a cheerful and warm statement. Use the patient's name and ask to be corrected on pronunciation if your not sure (it should be spelled phonetically in the chart).
Present and handle the glasses gracefully (see last week's tip also).
Verbally review the features of the lenses and frame. For example, say: "Mr. Smith, I see you've ordered progressive lenses in a high index polymer. These are no-line multifocals, in the lightest and thinnest material available. You also have anti-reflective lenses to reduce glare and look better on your face. WHY do this? Two reasons: (1) Patients forget everything we tell them and they pay a lot for glasses; reminding of the special options builds value. (2) You want patients to talk to others about their new glasses and arming them with knowledge gives them something to say.
Make some adjustment, even if they fit perfect. This enhances the perception of professional, custom fitting.
Perform a final quality check of frame fit and that materials are free from defects. Acknowledge any problems you discover and propose a solution. You may wish to dispense the glasses so the patient can wear them while you re-order or re-make the correct part. Offer an apology without blaming co-workers and without becoming angry or upset. It should be very rare that a problem is found at dispensing.
Complement the patient or the new glasses in some way. Be sincere and natural.
Instruct the patient on use of the glasses, especially if this is the first time wearing this type of lens. Verify the quality of vision at appropriate viewing distances.
Instruct the patient on the care and use of the glasses. Try to keep this simple and easy.
State the balance due and ask how the patient wishes to pay. This requires a system to make this reliable and smooth.
Close with something positive, like "I'm sure you're going to get many complements on your new glasses! Don't hesitate to let us know if they should need any adjustment."
Best wishes for continued success,
Neil B. Gailmard, OD, MBA, FAAO
Editor, Optometric Management Tip of the Week
A Proud Supporter of
Send questions and comments to email@example.com.
Dr. Gailmard offers consulting services to eye care professionals through Prima Eye Group; information is available at www.primaeyegroup.com.
Please Note: The views expressed in Management Tip of the Week do not necessarily reflect those of the sponsor.
Click to open a printer-friendly version of this tip.
Published by PentaVision LLC Copyright © 2002 - 2015 PentaVision LLC. All Rights Reserved.
If you prefer not to receive e-mail, please use the following link to remove your e-mail address from this list: Unsubscribe
This message was transmitted by PentaVision LLC, 321 Norristown Road, Suite 150, Ambler, PA 19002 | 215-628-6550
Please make sure our e-mail messages don't get marked as spam by adding visioncareprofessionalemail.com to your "approved senders" list. Please do not reply to this e-mail message.