Day 1.5

Greeting the Customer:

Think about a time you walked into a store/building and no one even looked at you or acknowledged that you came in.  How did you feel?  What did you do?  Leave?

Now think of a time you walked into a store and at least one person made eye contact with you and smiled, or said “Hi”.  How did that feel?  It most likely felt good and made you feel like you could stay and explore.  

We want to create a welcoming and friendly environment for people to stay and explore.  It starts as soon as they walk in the door.  Our goals are to make them a customer for LIFE.  Go above expectations to provide the BEST CUSTOMER SERVICE and make it a positive experience!   

Our company’s rule is to greet the customer before the door closes behind them.

You may say, “Hi!  How are you doing today?”  

Or 

If you are busy with another patient, excuse yourself, and say “Hello! If you would please sign in, someone will be with you in a moment.”(If you are at the North Little Rock store, ask if you can help them.  This weeds out the people who come in for an eye exam.)

If you are unable to excuse yourself and greet the newcomer, AT VERY MINIMUM you should make eye contact with the person to acknowledge that you are aware he/she is there.  

And if everyone, looks up to say welcome and make eye contact it makes a great impression on the patient!

If the patient is “just looking” say, “My name is ____________.  Let me know if you have any questions.”  After a couple of minutes, check back in with them.

When you ask the patient to sign in direct them to the iPad. Ask them if they are here for an eye exam or to purchase glasses. If they are here for an eye exam, let them know that they aren't at the doctor's office and point them in the right direction. In some states the doctor's side is also a part of Success Vision and other states the doctor's office is a separate business, your trainer will explain this to you. If the customer is wanting to purchase glasses or needs to have a repair done or is picking up glasses the iPad will present those options. It helps identify the patient’s needs and keeps the flow of traffic organized so we can make sure every patient is assisted in the order they arrived.  Mark patients off the list as they are called to make sure no one is skipped.

When going through the list, identify and help the people who are there to pick up their glasses FIRST.  If there are several pick-ups and repairs, pause, go into the lab, and see if someone in the lab can come out and help with pick up and repairs, so you can go to the next person. 

Remember to be friendly and smile.  The store is your house... be a good host. ☺

Aim to greet 100% of the people that walk through the door today.