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Leading Questions
Karlen McLean, ABOC, NCLC
Asking questions is crucial to learning more about each patient's lifestyle and eyestyle.
Patients' answers to our questions helps us direct them to the optical products that will best serve and even exceed their needs.
Scripts—written directives of what to say when—have given way in this time-crunched era to one sentence. Here are some of the latest leading questions, with a few details on why they work so well.
WOULD YOU…
"Would you" questions make patients feel comfortable, as they steer responsibility for the outcome to patients and therefore let them feel in control of their choices, something today's consumer values highly.
Would you like to know what tints are available?
This question opens discussion about all the different kinds of tints: cosmetic solid and gradient hues, photochromic, and sun options. Most importantly, it can easily turn into a two-or-more pair of eyewear discussion, because dark sun tints can't translate to everyday wear. This then surfaces naturally in conversation, as opposed to patients feeling like you're selling to them. Instead, you're selling with them.
Would you like your lenses with or without glare?
For many patients, this leads to a version of "what do you mean?" allowing you to explain AR and polarization. However, some patients are tired of this since it's been used in fast food and other situations.
Would you like frames for your lenses?
This is an attention-getting question to ask, something a little quirky but pertinent since you did present lens options first, right? Of course patients not only want but expect a frame for their lenses! This question merely inserts a little humor into the conversation, getting you and the patient up for some frame board fun.
| MISSION Statements |
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| Just as scripts have changed to sentences, so have mission statements. What used to be a paragraph or two is now distilled into one sentence. Some examples to help you restructure your mission and inspire your practice's tagline: BAUSCH + LOMB: Bringing visionary ideas to eye health. CLEARVISION OPTICAL COMPANY: To grow and develop our business and culture with the express goal of making a meaningful, positive impact on the lives of our customers, employees, business associates, and our community. ESSILOR: To preserve and correct the eyesight of people around the world. OPTICAL WOMEN'S ASSOCIATION: To enhance and promote the leadership role of women in the ophthalmic industry through networking and peer support. VISION-EASE LENS: Independent—it's why we care. |
| Senior editor Karlen McLean has been in the optical industry for 35 years. She has spent half of that time in the dispensary. In this monthly column, Karlen shares her own experiences, and hopes you'll share yours. Contact her via email at karlen.mclean@wolterskluwer.com or online at facebook.com/eyecarebusiness |
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