Payment and leaving the practice.
Some simple tips collected from successful practices.
| CHECKLIST | TIPS | |
 Offer
the customer a seat and give them a copy of prescription |
 |
You can give them a simple explanation of their vision correction needs using the form in the back of the booklet 'Choosing and using soft contact lenses.' |
| Offer
all methods of payment and ask customer how they would like to
pay |
 If the service and
experience in the practice has been positive, the customer will
be happy to pay, so don't be embarrassed to ask. Ensure you use
the customer's name |
|
| Process
payment. |
If you need to move
away from customer explain what you are doing. |
|
| Give
the customer a card with contact details of the practice |
Ask if they would
like a spare card to give to a friend. |
|
| If
contact lenses and/or spectacles have been ordered, confirm expected
delivery date and how they will be notified |
||
| Accompany
the customer to the door. Confirm date of next appointment where
appropriate. |
If you were saying
goodbye to someone at home, you would do this automatically! Smile and say thank you. Use their name to say goodbye. |
| MAGIC | TRAGIC |
| "I didn't have to pay a penny until the Optical assistant was happy I was satisfied." | "As soon as I had paid, the Optical Assistant was straight on to the next customer, without even saying goodbye. My lasting impression on leaving the practice was very unfavourable." |
Questionnaire Section
| 10-1 | Did the member of staff try to understand why you did not want to commit today and ask if there was anything else you wanted to know/think about? M | Y | N | NA |
| 10-2 | Did the member of staff give you a copy of your prescription? | |||
| Yes - without prompting M | A | |||
| Yes - but you had to ask for a copy M | B | |||
| Yes - but reluctantly L | C | |||
| No N | D | |||
| NA N | NA | |||
| 10-3 | How was the payment for our eye test dealt with? | |||
| Efficiently with a full option of payment methods M | A | |||
| Efficiently but limited options for payment L | B | |||
| Slowly and only 1/2 options for payment N | C | |||
| 10-4 | Did the member of staff call you by your name during the transaction? M | Y | N | NA |
| 10-5 | Were you given something to take away which had the contact details for the shop on it? M | Y | N | NA |
| 10-6 | As you left the shop, how did the staff member see you out? | |||
| Thanked/ invited to return/see you tomorrow H | A | |||
| Just thanked and goodbye M | B | |||
| No thank you/ turned immediately to another customer or task N | C |
Useful Resources
Follow-up phone call script
This is an example script of a follow-up call. You can adapt
it your needs and print it out.
Exit questionnaire
This
can be modified to your practice needs and used as the
customer leaves the practice or as part of your follow-up.
Checklist: collection of spectacles and contact lenses
Simple tips
from successful practices
Touchpoint 11 training presentation
Slides
and practical exercises - everything needed to train practice
staff. Your CIBA VISION Business Development Manager is
trained to deliver this material effectively
Touchpoint 11 training notes
These
notes accompany the presentation and can be used to train
any staff in practice involved in this stage of The Customer
Journey.
