Predetermining the ‘possible’ outcome of your patients’ visit can be a wonderful thing for all concerned, especially the patient.

However, it ALL starts with YOU, the doctor / optician / owner. How you prepare your patients for their scheduled visit is more than just a ‘chore’ or rhetorc, it sets the agenda for what is expected of not only the patient, but also what the patient is going to experience and why.

Your front desk and the appointment-making process is the most important aspect. That first impression is the most importantcontact you will have with your patient / prospective patient. YOU have to make this YOUR normal practice in appointment-making. It also sets the agenda for the dispensary. Multiple sales! The front desk is usually responsible for this ‘chore’.

However, this is the soul of the appointment-making process and determines the upcoming appointment experience and the dollar results.

Here is how i would suggest ‘Betty’ at the front desk approach appointment-making on the telephone :

Betty - ‘Mrs Jones, I have an appointment scheduled for you at 3pm on Friday the 7th. The doctor and our optician Sue, need you to bring your current eyeglasses and sunglasses with you.

Mrs Jones - ‘Yes, alright.’

Betty - ‘Mrs Jones, are you on the computer, cell phone or tablet frequently these days?’

Mrs Jones - ‘Why yes. More than ever, Betty.’

Betty - ‘The doctor and Sue want to discuss your computer eyecare needs with you. Please could you measure how far you sit from your computer screen.’

Mrs Jones - (surprised) ‘Oh, ok!’

Betty - ‘Mrs Jones, will you be using your flex spending when you visit us on Friday?’

Mrs Jones – ‘I can? Then yes, I will!’

Betty – ‘That’s wonderful. We look forward to seeing you on the 7th at 3pm.’

Mrs Jones – ‘Thank you, goodbye’.

You have just controlled the possible outcome of Mrs Jones’optical visit, as well as what Mrs Jones needs and requires for the best eyecare health. MrsJones will purchase new opthalmic frames and lenses and possibly polarized sunglasses, in addition to the much needed computer lenses and a new frame. Your goal is to give Mrs Jones the very best ‘medicine’ for her eyecare health - not to save her money with a‘one lens fits all’ mentaity. That mindset is cannibalistic to your business and does not benefit the patient.

This is a percentage game - not every patient is going to say ‘yes’, but not every patient is going to say ‘no’ either.

The biggest challenge you find will probably be with the front desk or whoever is making the appointments - ‘changing’ and adapting to this format.

‘Well, we’ve been doing it this way for over twenty-five years’, you say. It does not matter. Even more reason for change and evolution. You have never before had the fierce competition that you have now. Your goal is to provide the BEST eyecare health for your patients, regardless of the cost.

Take these suggestions and everyone lives happily ever after.


Jamie Hansel

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