Feeling organized? Dig into this month’s lineup of the key things to do in the optical to keep it running smoothly.

our monthly checklist aims to provide managers, opticians, and staff with a go-to monthly resource for getting it all done.

On tap this month? This month’s focus is on customer service.

The staff at Complete Family Vision Care Optometry pride themselves on providing the best experience possible throughout a patient’s entire visit. From the moment they walk in the door, through their pre-testing, exam, and frame selection, they seek to continually optimize and promote stellar customer service for patients.

This month’s checklist details several ways in which your practice can enhance your patients’ optometric adventure.

About the authors: Our checklist is pulled together by the highly respected ECP team at Complete Family Vision Care Optometry in San Diego—including owner and optometrist Eric M. White, O.D., and staff Ashley Samuels, Julia Buchanan, Gloria Lopez, and Lorie White. They’ve worked hard to create this optical checklist so you don’t have to. Dig in, tear out, and share it with your team.

MAY 2018

WEEK ONE

Clean instruments—make sure you clean the pre-testing tools and machines in front of the patient so they feel more comfortable about their cleanliness.

Educate the patient on the purpose of each machine you use, so they are informed and feel more comfortable about the process.

Get to know the patient better and build rapport so you are better able to recommend products to meet their needs—this can begin when collecting the patient’s case history.

WEEK TWO

Ensure introductions are made by the doctor between the patient and optician—this will help streamline the progression from the exam through the frame selection and lens recommendations.

Be sure the presentation of the glasses is in order at the time of dispense—this includes making sure the goody bag is prepared with the glasses case, cleaning spray and cloth, and a sweet treat, as well as ensuring the lenses are clean and the frame is free of defects.

Implement a HIPPA-compliant sign-in tablet to ensure patients are helped in the proper order—this also allows for management to view trends for busy days where more staff may be needed.

WEEK THREE

Make the patient your priority—take your time understanding their desires and needs in a frame, while being honest of the aesthetics, fit, and practicality.

Ensure that the frame the patient chooses will fit their prescription and lifestyle—such as lens wrapping, progressive lenses, high prescriptions, activity levels, and overall personal style.

Always promote flexibility to accommodate patients. Even if they come into the office without an appointment, do your best to fit them into the schedule.

WEEK FOUR

Make follow-up calls to patients after they have collected their glasses to ensure they are working well and that the patient is satisfied with their frame and lenses.

Create a list of reasons why the patient should purchase their glasses through your office and make sure all opticians are aware of the benefits—such as the use of premium products and lens warranties.

Promptly acknowledge patients when they enter the office. Be warm and welcoming to ensure the patient feels at home in your office. First impressions are the most lasting impressions, after all.