the customer journey – touchpoint eleven. payment, product presentation and leaving the practice...
TRANSCRIPT
The customer journey
– Touchpoint eleven
Payment, product presentation and leaving the practice
Touchpoint eleven
Payment, product presentation and leaving the practice
Final paperwork & taking a depositDelivery times & departurePrice quotationsSpectacle/contact lens collectionAfter they leaveAction planning
Payment, product presentation and leaving the practice
Final paperwork & taking a depositAlways issue a copy of the customer’s
prescription, when they are paying for an eye examination
Provide a practice brochureBefore ordering spectacles or contact
lenses always ask for a depositOffer a choice of payment methods
Payment, product presentation and leaving the practice
Delivery times & departureQuote an expected delivery date
‘Under promise & over deliver’Use their name and thank themAccompany them to the doorRemind them to contact the practice if
they have any questions
Payment, product presentation and leaving the practice
Price quotations If someone is keen to ‘shop around’ offer
a no obligation price quotation.Consider a price match guarantee
Payment, product presentation and leaving the practice
Spectacle/contact lens collectionMake appointment for collectionAt collection remind customer of key
features & benefitsDemonstrate care & cleaningCheck fit & adjustFor contact lenses offer non-Rx.
sunglasses
Payment, product presentation and leaving the practice
After they leaveFollow-up ‘phone callsEspecially for first time bifocal/varifocal
and contact lens wearersAsk if they have any questions (not
problems)Remind them to contact practice if they do
Payment, product presentation and leaving the practice
Action planning The whole practice team should consider ways in
which all customers can have their expectations exceeded during the final stages of their visit to the practice, after the sale has been made. This can be extended to include ways to generate more new patients through existing happy ones.
Consider ‘recommend-a-friend’ schemes and exit questionnaires