Booking Appointments
When someone is booking an eye exam appointment-what questions do we need to ask.
1.if they have been here before
2. if they wear contact lenses
3. if they want to wear contacts if they havent before
What do we do as soon as the patient sits down at pre-test before we start the exam.
clean the equipment in front of the px- not after the exam.
confirm name
glasses and lenses
What is our Goal for ATV? and what is ATV?
$255
Average Transaction value
What are the BN values
down to earth
tightknit
constantly improve
what information do we need in the file for an exam px
1. first and last name
2.DOB
3. phone number and email
4. health care number
5.address
6.any insurance
What does the first pre-test machine do
autos- sees how you focus for basis of rx
NCt- checks pressure
After we get the patient to put on the glasses what is the next step before we start adjusting
What verbiage do we want to use when offering assistance to patients-when it comes to offering helping them in the styling process
No- do you WANT help trying or looking for frames
This seems insincere - like we are only helping if they want- and doesn't create a connection
Instead offer language like- can i grab a few frames that I think would look great on you
Or can i start you off with a few recommendations of styles I think you would like
It creates connection and makes our patients feel special
What Does FAB stand for
features
advantages
benefits
A patient is booking in for an exam- how do we pick a time for them.
We make the schedule- so don't ask when does the px want to come in- rather offer them a slot- we are a dr's office patients are used to being offered a time
First available of the day
but don't put the exams too close together!
We also want to make sure we are not leaving too many gaps- So if it is a 15 min appointment try and put it with another 15 minute spot
Why do we not show the patient the photos after we take them.
Because a patient could have something wrong with their eyes and it could be serious- so we wait for the doctor to show them
Why do we check the fit instead of asking the patient how they fit
because it's difficult to go in after someone says they are fine and tell them they aren't
we are the proffesionals so we check the fit and once they have been fitted then we get feedback from the px
-if they px offers up advice on how they like their glasses to fit thats different but check for them first
features
advantages
benefits
When do we put a note in a px's file
anytime we tell them someone or they are having issues, or they like a frame
more notes the better but remember always keep them postive the px may see
and delete old notes if they are no longer valid
What appointments do we not book on Saturday and why.
contact fits-follow-ups
trainings
dilations
prescription checks
general follow ups
When we are finished with pre-testing on the first machine- how do we get the results to the doctor
print and send on computer
How do we dispense a progressive pair of glasses
ask if they have worn progressives before
fit the glasses
check distance reading and intermediate
eduate on progressive lenses
set expectations of adaption period
Give care instructions and thank them
Tell me how you speak to the ultra multi-coat and give me an example of someone who would benefit from it
anything
How much do we charge for shipping and where can we ship to?
$10
Can and US
When we are fully booked for the day and we have a px wanting to walk-in- what do we do
talk to manager and doctor to see if we can accommodate
never promise a time and appointments get priority
take phone number to call if we can cancellation if we cant squeeze.
Why is it important to talk through pre-testing with our patients
-some patients could be nervous to see the doctor and keeping them informed and telling them what you are going to do next will build trust and have a better experience.
Why is the dispense the most important part of the customer journey
our last chance to see the px and celebrate them shopping with us and their glasses
last thing they remember before the review
so make it fun
What are the three brand pillars
Care
Style
Planet
What is the pricing for the new kids frames/ what does it include and what is the warranty on it
1 pair $139
2 pair $199
1.59 poly lenses