Meet & Greet / Check In
When should we greet out customers? How do we make everyone feel seen?
- Greet your customer within 15 seconds (less)
- Acknowledge anyone who comes through the door, even if you are working on something, let them know you'll be right with them
What's the first step to pre-test?
Sanitize the equipment in front of patient and start asking life style questions.
How does our pricing work? How do we explain this to a patient?
Our glasses are priced buy frame material.
Additional costs come with different types of lenses (SV/PROG) and indexes.
When should you go over add-ons?
Before you make the invoice, go over all the pricing.
Ask if they want tint/polarization, or BLF. Explain these things - don't assume they know!
What's the first step in a pick up?
Welcome your customer back!
If they're not here for an eye exam, what do you do? Give three examples.
Ask open ended questions!
"What brought you in today?"
"When was your last eye exam?"
"What type of style are you looking for?"
How do we get a smooth pretest going?
- Chin is properly rested on chin rest and forehead in touching top bar comfortably.
- Pt is not hunch over or craning their neck, they are comfortable in position.
- Be vocal with patient, ask more direct questions to get proper positioning.
What are important things to bring up while going over pricing? And why?
In store promos!
- Asking lifestyle questions will help tailor the 2 for promo (sv/sv, prog/sv, plano sun/prog etc.)
Bringing up promos at this point is important because the patient will have it in mind while they shop.
What is FAB? Why is it important? How can we do this?
Features and benefits!
It good to know to let our patients know all about the features about our add-ons, but it is most important to connect these benefits to their every day lives by asking open-ended lifestyle questions! If they can see the benefits in their lives, they will buy!
When should we go through adaptation period with a patient? What are a few things we should ask and how long is the adaptation period?
Always! For any and every rx, we want to manage their expectations.
- Confirm rx type, SV or MF
- Is it a new rx?
- First time progressive wearer or changed rx?
The adaptation period is about 2-4 weeks.
Name, Phone number, Email, DOB, Gender, Address, AHC, Insurance if available
What does the pre-test include and what are the machines called?
Auto-refractor/Tonometer
- Get's Dr. Kim baseline of RX, tests for pressures in eye/glaucoma
DRS/Digital Retina Scan
- Takes picture of posterior pole aka the back of the eye. Usually referring to the retina between the optic disc and the macula. Essentially a health check of the eye.
(Can take picture of other parts of eye if needed)
When do we offer frame recommendations?
Right after you go through pricing, be present in your patient's frame selection process.
What are important things to remember when taking the OC heights?
- Have your patient sitting, you must be eye level to them
- They need to be sitting up straight, not stiff.
- Dot the eye right at bottom of pupil, not too low
What is the last step in the pick up process?
How can we get consent to have their information when building a file?
"I need some info to book an appointment with the optometrist, I'm also going to start a file for you that includes your RX, is that ok?"
"I'm going to start your file for you, which will include adding your RX for future reference, is that okay?"
What do our eye exams include?
1. Health Check - Dr. Kim reviews patient's health and ocular history and discusses lifestyle
2. Refraction, determines final rx based on patient's visual needs.
What are some good things to look for when looking for the perfect fitting frame?
- Eye are horizontally centered, not too much space on the sides
- Eyes sit in top half of frame with about 10mm of space above eye between frame
- Sits on nose bridge nicely, not too snug and not too loose
When do we use the infinity sign on the pupillometer? When do we use the 40?
Infinity sign can be used for everything but reading glasses. Spheres with a plus will still use the distance PD.
40 means they're looking a distance up to 40cm so only reading glasses.
What is the process of dispensing progressive glasses Existing Wearer VS. First time wearer.
Ask if they've worn progressives before.
- If yes, explain that there can be an adaptation period because of lens technology change and frame shape.
- If no, they explain to them they have to wear their progressives as much as they can. It's all about moving your head to look and finding that sweet spot. Not about moving your eyes, it will create a swimming effect in lens.G
Get patient to read and look out in distance. Make sure everything is clear.
How do we avoid having a patient stand around awkwardly, confused on what to do when checking them in?
Be verbal and let your patient know what you're doing - if they system is taking a while to load, ask for AHC and ID.
Let them know to look at glasses while we're waiting for things to load up, build connection.
What is a 3 Way Handover? How can we make this transition go smoothly?
Handover from OD to Retail, all 3 members are involved in the conversation, you, Dr. Kim and patient.
Let patient know price point and really reiterate what Dr. Kim recommended. Speak to her handover and make it yours.
How can we give our patient proper feedback? Especially when they're looking at a frame that won't fit their RX?
Be honest and genuine!
Explain to them why the frame will not work for their rx, maybe there is too much space around the eyes which in turn might cause a fishbowl effect or frame is way to small for their head, find them something that fits better and compare.
Before taking payment and running insurance, what should we do? And what do we do after taking payment?
- Read back their order and grand total.
After:
- Confirm contact info, ensure patient is aware of time frame, thank patient for getting glasses at BN and send order.
If a patient tells you the glasses fit perfectly and feel great, what should you do?
Let them know you're going to make a slight adjustment anyways behind their ear so that the frame doesn't slip off over time.
* Always make an adjustment.