The reason we are called dispensing opticians, instead of “optical salespeople,” is because dispensing eyewear is at the heart of what we do. Yes, we sell frames and help patients choose lens products, but it is our role as dispensers that sets us apart from our peers in the field. Anyone can sell eyeglass frames. Anyone can hand a pair of glasses to someone. But not anyone can dispense them. A proper job at the dispensing table can make or break your practice.
It takes an optician for that.
The Steps of a Good Dispense
Do a quick inspection of the job before you bring it out to your patient. It may sound like overkill, but unless you’re the only optician in your office and do ALL the work yourself, check it again. Ideally, this should be done when they return from the lab and before customers arrive to pick them up. If there are any omissions or errors, you’ll have time to call and reschedule their dispensing. The last thing you want is for your patient to travel to your office only to find out they aren’t receiving their glasses! If this DOES occur, ALWAYS compensate them with some freebie. Whether it’s glasses cleaner, a micro cloth or a coffee cup. Give them something for their trouble.
Reiterate all the features and benefits of their glasses from frames (i.e. this titanium material is lighter in weight and less corrosive) to lens materials and coatings. Not only does it remind them why their glasses cost what it did, but it helps them fall in love with them all over again.
Put glasses on the patient yourself. There are two reasons for doing this. First you establish control of the dispense. You demonstrate that you are in charge, you know what you’re doing and you are taking care of the patient. Most of the time, they’ll let you do it. After all, YOU’RE the optician! The second reason we personally put the glasses on the face is so we can feel, through the fingers, the initial feel of the frame. An optician’s skill is in their hands.
A well fitting set of glasses should not be tight as it goes on. It should just “graze” the side of the face at the temples and fit into the little hollow behind the ear. If the frames haven’t yet been fitted, you have to make them fit right.
(See “Basics of Glasses Adjustments” for glasses fitting, if necessary)
Ask patient for feedback on the fit. You’ve done everything you’re supposed to and it's a textbook fit. Now is the point where you ask the patient, “How do they feel?” Every patient is different. Some have extra sensitive ears/noses/heads. Do whatever you can to satisfy them.
What do you do if they want glasses too tight? Explain to the patient that if the bend is too tight on the ears the temples will ride up and cause the entire frame to drop forward and slip down. If they bounce the frame front up and down on their nose (Look! Look! They’re loose!) gently show them the real test. Put your two index fingers behind the lower eyewire and “tug” them gently forward. The frame shouldn’t move.
Ask patient for feedback on the lenses. Here is when you ask: “How is your vision?”
The reason we do this after asking about the fit is because often times the fit affects their vision.
We want to fit the frame first and then evaluate the vision. Perhaps you have a chart on the wall for him to read. If the specs are multifocals hand the patient a reading card. You may need to drop the frame or increase the pantoscopic tilt. A patient new to mutifocals may have to be taught how to use them.
If your patient complains that they can’t see, ask questions to pinpoint exactly what they mean. It’s GOOD PROTOCOL to do some diagnostics. Check the lenses again to make sure they really are up to ANSI standards. Look for “waves” in the lenses. Pull the original script to make sure nobody on your end made a typo. Look at the patient’s old glasses to see any difference. Recheck patient measurements.
If you just tell them to “get used to” the glasses it looks like you’re passing them off. The patient may really have to get used to them, but your little extra effort may give them more confidence in what you tell them. You’ll also have more information. You’ll be able to tell the patient that their new glasses are stronger/weaker than their old ones. Sometimes their eyes just have to relax a little or their brain has to “catch up” on what their eyes are seeing.
On the other hand, you just might find a problem. One of the axis’ might be 90º different from the old Rx. There might be a bizarre amount of new astigmatism that wasn’t there before. The doctor could have made a typo! Here is where you either CALL the doctor (which I recommend) or send them back to the doctor. It’s always good to let the patient know that you will redo the lenses in case of doctor change. (Never, EVER say the doctor made a mistake!) Always blame the optical or another reason for an RX change unless the doctor actually retests the patient.
Finish the dispense. The patient’s been fitted and he can see. He can go now, right? Not so fast! Now’s the time you bring out your freebies! Smile at your happy patient and, if you haven’t already done it, offer to clean your “guilty fingerprints” off his lenses. SHOW him the best way to clean his glasses, and then present him with his own little cloth and cleaner with your practice logo on it. You can also hand him a nice, attractive eyeglass case. After that, thank him for his business and invite him to come back for adjustments.
It’s also good, at this point, to go over the warranty policy. Let them know that you HAVE a warranty, and what it actually is. Having it in writing is helpful too.
Some practices do a “courtesy phone call” a week or two after the dispense to see if the patient is still happy with his purchase. If there is any issues with fit or function, invite them back for an adjustment or further investigation. Be sure to have them bring their last pair of glasses, if needing to compare fit and/or vision.