lifestyle dispensing

[hoteyewire]

I am having a hard time getting my staff to ask the right questions.I actually had a customer complain that we were prying (all kinds out there)
Does any ony know of a printed lifestyle questionaire

[EyeFitWell]

When I worked at Lens Crafters, they had a brochure that we were supposed to follow exactly. It covered all lifestyle questions, etc. and I personally found that to be very unnerving to our patients. They felt interviewed, and pried at.
I would really recommend that you teach your staff to ask the right questions without reading a script. It helps to explain that we need to know a little about you so that we can recommend the best products for your needs. Then start asking questions. This way, you explain that their weekend activities are indeed pertinent to the decisions at hand.

I always ask:
What do you do?
What are your hobbies?
Do you play any sports/golf/fishing included!
Do you like to read for long periods of time? Needlepoint/other crafts?
Use the computer? How long each day?
Drive at night?
What do you like about your current glasses?
Is there anything you don't like about your current glasses?

I hope that helps!
I really do think that the trick is to work it into the conversation. If you start out by dropping 19 questions on them, you'll scare people away!

Once they know what questions to ask, make sure they also understand what products to recommend for each answer. In other words, they can ask if you use the computer for an hour or more per day, but they also need to mention to the client that "Since you said you use the computer a fair amount, I have a product that I'd like you to consider. It greatly reduces eye strain when using the computer..."

[GOS_Queen]

There's one on the eyefinity website - :cheers:

[EyeFitWell]

GOS Queen,
Were you at LC with the Custom Eyes brochure?

[shellrob]

Your opticians are probably accused of prying because they are asking the questions like they're robots. There's a way to get the information without sounding like a robot. First, they should look at the old glasses, ask what they do or don't like about them. You get a lot of answers just by that question alone. They seem to always like to tell you what they like and don't like about what they're wearing now. Get to just shooting the *you know what* with them. It should come natural, not robotic. The employee may not feel comfortable with helping the patient, especially if they're new to the business.

[efsamuel]

I agree with shellrob, number one question should always be what do you like and not like about current glasses! Lifestyle dispensing has been around for awhile and the optician before may have tried something that you now have the opportunity to make work like it should. I see this a lot with computer glasses, pt explains what the issues are and I can then solve the problem the way the pt expected.

The biggest thing is to have the optician sound like they are solving problems and not selling additional options. If the natural sounding conversation uncovers problems and the optician can solve them you will see more results than roboticaly assuming that a patient who boats wants plzd lenses. (He may have them and can not see his fishing display)

[GOS_Queen]

GOS Queen,
Were you at LC with the Custom Eyes brochure?

yes, and the previous incarnation (which I can't remember the name of right now with this head cold)

[EyeFitWell]

Did you have a similar experience, that the patients seemed nervous with you standing there asking a list of questions and making notes? (versus working it into a casual conversation)