What is the difference between a good dispense and a great dispense? In my experience it is the patient’s response to the product they have just received. Do they LOVE their glasses, or do they merely like them? I’m not saying it’s wrong for patients to like their glasses, but isn’t it much more fun when they LOVE them? I certainly think so, and it’s that feeling of excitement that keeps me coming to work every day. The key is enthusiasm.
How do you create enthusiasm in your everyday work? Taking the time to get to know your patient and to get to know what they really want their glasses to tell the world about them is a start. I get excited when I know I’ve paired a patient with a frame that not only will be a fabulous partner for their prescription but that fits them, flatters them, and encompasses their personal style perfectly. It makes me downright giddy. Not for me, but for them. I can’t wait to hear about all of the compliments they will receive about how great they look in their new glasses and I ask them to keep me informed about their experience. Often they share those stories with me on our social media outlets which encourages more people to share their stories. This spreads the excitement, which encourages me, too!It’s easy to get caught up in the everyday drudgery of adjustments and orders and warranty fulfillment. Having some excitement to look forward to certainly helps with your own morale, but patients respond to enthusiasm as well. Generally our patients want to know they’re making a good decision when it comes to glasses. When we can not only ensure they are making a good decision, but one that is so good that we (the dispensers) are excited, it gives them peace of mind and makes them feel good about doing business with you. And let’s not underestimate how important it is for people to feel good about doing business with you. That is the life or death of a practice: How easy (and fun) is it to do business with you? If the answer is not at all, then you need to dig deep and find that enthusiasm, not only for your patient, but for you and for the wellness of your business, too!
