1. ç ç LIFE IN THE OPTICAL LANE

2. ç ç Start your engines Make eye contact at all times Do your best to answer the office phone within the first three rings Smile before answering the phone Confirm as much information as possible Let them know what to bring with them for their appointment

3. ç ç Green Flag Treat patients with the utmost respect Keep a vision friendly practice Not a cluttered, messy site for sore eyes Offer beverages and keep the area tidy and stocked Have a trunk show in the parking lot and call it tailgating

4. ç ç Yellow Flag Problem: Patient arrives late for their appointment Problem: Patients waiting more than 15 minutes Problem: Staff burnout

5. ç ç Yellow Flag Repairs Problem: Patient arrives late for their appointment Repair: Be sincere. Don’t be curt with them or lay on the guilt, reschedule if absolutely necessary Problem: Patients waiting more than 15 minutes Repair: Value your patients time. Determine the reason for the delay and make adjustments Problem: Staff burnout Repair: Have tune up meetings to avoid burnout Do whatever it takes to keep positive people

6. ç ç Red Flag: Dead end sayings “The economy is bad patients can’t afford eyecare” “We have tried to sell sunglasses but it doesn’t ever work” “I told them we could sell them a cheap pair of eyeglasses that we keep under the cabinet” “I told the patient to go and buy a pair of dollar readers” “It’s time for me to leave, I hope they brought someone with them to help pick out eyewear” “I bet they’re not buying anything today, they never do”

7. ç ç Driver’s Seat Doctor is in the driver’s seat and patient relaxes in the passenger seat They listen and relate to each other They agree on the best vision performance treatment to get to the winner’s circle RX written for ophthalmics, sunglasses and contact lenses if required

8. ç ç Pit Stop: Optical Ambiance to attract patients Highly qualified crew Honest recommendations Show and tell without overkill Latest frame and lens technology POP, brochures and business cards are current Give patients a timeline for delivery of their eyewear

9. ç ç Practice Turbo Boosters Praise in public, criticize in private Work on boosting staff morale to increase the capture rate Don’t assume patients aren’t going to purchase because of pricing Patient transactions should be as painless as possible Keep it positive and simple Come up with a niche to set you apart from other practices

10. ç ç Checkered Flag All patients are pre-appointed for next year All fees are paid Thank them for the business Ask for referrals Appoint any family members that have not had exams

11. ç ç Winner’s Circle Call patient when eyewear is ready and in flawless condition Handle and present the eyewear as if it were fine jewlerey Make sure frame fits properly Compliment them on their new look Make sure they have a cleaning cloth and appropriate case Express gratitude Ask for referrals

12. ç ç Congratulations You’re a winner! I know sometimes we may think that we’ve lost our minds by being in this business. I commend you for not switching lanes but keeping a one track mind!