Payment and leaving the practice.

Some simple tips collected from successful practices.
CHECKLIST   TIPS
Checklist item 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.'
Checklist itemOffer all methods of payment and ask customer how they would like to pay   Tip item 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
Checklist itemProcess payment.   Tip itemIf you need to move away from customer explain what you are doing.
Checklist itemGive the customer a card with contact details of the practice   Tip itemAsk if they would like a spare card to give to a friend.
Checklist itemIf contact lenses and/or spectacles have been ordered, confirm expected delivery date and how they will be notified  
Checklist itemAccompany the customer to the door. Confirm date of next appointment where appropriate.   Tip itemIf 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 PresentationTouchpoint 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.