Addressing Add-Ons

These days, it seems the best tool you can have is a dedicated and knowledgeable staff—especially when it comes to walking clients through premium lens add-on options. The most effective type and combination of technologies can vary from patient to patient, and getting to know their lifestyle and visual needs—plus the products they have already tried—is crucial for successful and productive recommendations.

Of course, the first step in delivering the best option for a particular client is understanding each add-on product category and the technologies behind them. When it comes to staying up to date, continuing education is a given. Additionally, myriad resources are available to deepen the practice staff’s understanding of the technologies on offer, from trade journal articles to product release information and education platforms. In the end, eliciting and acting on patient feedback will pave the way for success while strengthening relationships with patients.

Here, we connect with two eyecare pros (both Transitions Change Agents) to glean their best strategies for successfully presenting premium lens add-ons in the optical:

Daniel Brunson, ABOC,

of Hicks Brunson Eyewear in Tulsa, OK 

 

Esther Chang, ABOC,

of Specs Family Optometry in Saratoga, CA

 

Present a Packaged Trio.

Both opticians agree on setting patients up with a solid base when selecting their Rx lenses: Antireflective and scratch-resistant coatings paired with UV protection are automatically packaged together as a base standard to ensure optimal visual clarity. “We strongly believe in coated lenses at a minimum for delivering the best visual clarity to our clients,” Brunson explains.

Add-On Tip: For patients using managed care benefits, Chang suggests adding each copay up and presenting it as one total. This can avoid potential negative reactions from patients upon seeing the price broken down for every built-in benefit.

Demo Photochromics.

For photochromic technology, demonstrations go a long way—whether it’s through demo lenses or through testing the lenses in person: “We often activate our own lenses we are wearing to show them real-life examples,” says Brunson.

While a client is exploring the demo lenses, Chang says “it is important to walk them through what they are experiencing and what the key differences are between the products.”

She adds, “We ensure our team is well-versed in the differences of each product and can explain each add-on while the patient is picking up the demo tools and experiencing it for themselves.”

Add-On Tip: It’s easier to talk to patients about your own lived experiences, as Brunson explains. Everyone at Hicks Brunson Eyewear wears photochromic technology by Transitions, making it an easy and natural conversation to have with clients.

Why Not Try Multiple Pairs?

The increased demand for task glasses is nothing new, and it can work as an opportunity to open discussion about the benefits of multiple pairs.

“What environments do they find themselves in most and what are the requirements in each setting?” asks Chang. “Maybe they don’t need a dedicated distance pair with their computers, but they could benefit from polarized suns for the summer.”

Office workers have more than just screens to contend with: “Some of our clients are sensitive to not only computer screens, but to indoor office fluorescent lighting, and a light indoor tint can help them to feel more comfortable in these environments,” says Brunson.

When it comes to blue-light-filtering, tinted/mirrored, and polarized lenses, gleaning a deeper understanding of the patient’s day-to-day life can uncover the need for multiple pairs—a solution the patient may have never considered before.

Add-On Tip: When a patient is simply looking for a unique look beyond the benefits, Brunson takes it as a cue to suggest tinted or mirrored lenses, encouraging patients to have fun with their style.