Last month, we toured your office from
outside signage to the reception and waiting areas. So
moving right along, let's take a look at what's in, on and
around your dispensing table.
First things first...size matters.
Your dispensing table needs to be a
comfortable working height and depth. The best width will
depend on how much stuff you need to accommodate. You may
need room for a computer monitor or laptop, and definitely a
good-sized mirror. Depth is an important factor that is
often overlooked. I'm somewhat vertically challenged;
5'4" on a good day, so most traditional dispensing
tables were too deep to reach across comfortably. I found
that a sofa or console table was a better fit.
I'm a bit conflicted about dispensing
mats.
On the positive side, they're great sales
tools. On the negative, they may be advertising a product
that is not right for the patient who's sitting there,
forcing you to re-sell or un-sell a product. With the easy
availability of information on the internet and an excellent
quality printer, why not consider designing, printing and
laminating your own dispensing mats? You could include
information on almost anything, lenses, materials, coatings
or warranties...the possibilities are endless.
Regardless of what kind of mat you use,
replace it when the information is outdated or the mat is
wearing out.
I mentioned a good-sized mirror earlier.
Your mirror should be large enough so that a patient can sit
comfortably and see their reflection, and not so small that
it requires hunching over. It should have a magnifying side
as well as a normal reflection, and it should be clean.
If you're fortunate enough to have an
imaging system, such as Smart Mirror or CamMirror, then
wonderful. I know, I know, a digital camera and your
computer screen will do the same thing. BUT, most of us are
less intimidated by something that doesn't look like a
camera. For your visually challenged or fashion challenged
or "just can't decide" patients, some kind of
imaging system can be a godsend. It may even help you with
those all important multiple sales.
It goes without saying that every table
should have a cleaning station with a bottle of lens cleaner
and disposable cloths. This reinforces the idea that
cleaning eyewear is easy and necessary.
What's in the drawer is almost as, if not
more, important than what's on the table.
Open the drawers on almost any dispensing
table and you're likely to find an assortment of papers,
paper clips, pens (some that even write!), pencils, a
Sharpie or two, random sample lenses, the odd nose pad, and
dust.
What should be in the drawer?
-
A price list
-
A PD ruler
-
Working pens...I used to have
personalized pens and gave them to every customer who needed
one. I also "forgot" and left them in places like
the bank or the grocery store...everyone's a potential
patient
-
Permanent and non-permanent markers
and a grease pencil
-
A reading card that doesn't look like
it's been there since bifocals were invented
-
Note paper
-
A Pupilometer and replacement
batteries
-
Alcohol wipes (for the Pupilometer
nose pads)
-
A nice calculator and a sales tax
chart if it's required
Many Opticians choose to have some hand
tools at the dispensing table. I do not. I believe that
adjustments and repairs should be done out of the patient's
sight for a couple of reasons.
-
When you're really good at something,
it looks easy. Patients who watch what you do really well
are apt to try it at home and blame you for selling them an
inferior product when it breaks or is somehow damaged.
-
If something does go wrong, most of
the time you can fix it and no one is the wiser.
-
You can mutter whatever you please
under your breath and not offend anyone.
-
You'll have time to wash down a couple
of aspirin with a shot of antacid.
If you're lucky enough to have more than
one drawer in the table, there are a few more things that I
consider nice to have but not critical to have at the table.
-
"Progressive Lens
Identifier" from OLA
-
Optical Formulas Tutorial by Ellen
Stoner
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Sample lenses, including A/R coatings,
tints, mirrors, multifocal styles, material samples and edge
treatments
-
"Take home" literature
reinforcing what your patient just purchased and why it was
selected, to forestall "buyers remorse." A number
of companies offer these products or you can take the time
to customize your own
This should take care of the table, but
there is another element that is equally important: Seating.
Most of us use a backless
adjustable-height stool with wheels as our primary seating.
The only problem is if you spend a great deal of time on
that backless stool, your back will be unhappy at the end of
the day. I find that an adjustable height task chair is much
more comfortable in the long run. An armless model allows
you to slide it under the table and out of the way and the
back will provide some support.
Patient seating is another thing to be
considered. The patient's chair should be a fixed height and
have both arms and wheels. Arms allow them to get in and out
of the chair with ease. Wheels allow them to move the chair
in or out for comfort.
Have I left anything out? Probably. I'm
counting on you all to let me know what your preferences are
and why. I'm interested in knowing what works for you and
what doesn't.
Next time, we'll take a tour of your
frame bars and displays.