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Head games it's you and me maybe
Head games they can help us learn much
more
Head games we wanna play the.....head
games
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When was the last time you paid for a
professional haircut? Did it turn out to be an awesome
experience or a bad hair day?
Have you ever noticed how hair stylists
seem to be able to gather personal information and bond so
quickly with clients?
It's like they conduct a verbal lifestyle
questionnaire similar to what ECPs use to determine what is
best for the patient, but I doubt they have to role play it.
As soon as you sit down in the chair at a professional hair
salon, BAM, it's all about you. They don't waste time
getting to know all sorts of details about your life and how
they can help you look your very best. Maybe it's the fact
that a state approved licensed professional is circling the
chair holding a razor to your neck or sharp scissors over
your head that does the trick.
Let the head games begin.
So, how did you like your last haircut?
That's super. How do you feel about trying something a
little different this time that I believe you will like even
better? You mentioned earlier that your hair feels dry at
times. What brand of hair products have you been using? I
can help you with that. So what else has been going on? Wow,
are you serious? Aren't you married? That's so good. How
many children do you have? You have one child that has four
legs. Ha ha, what your dog's name? Fido. I bet Fido is
spoiled. Do you have a family photo with you? I'd love to
see it. What type of work do you do anyway? You must travel
a lot. Sounds like you stay very busy with all you've got
going on. Before you leave today we will make sure we
schedule your next appointment earlier in the day. Now, I'm
going to be sending you home with a product that will reduce
your split ends and make your hair vibrantly healthy. It's
not cheap but it's well worth the money. If you would like
to relax in that comfortable chair right there while I go in
the back and get Jane. Jane goes to the doctor that you were
thinking about switching to. Would you like a different
magazine and something else to drink? Wait until you see
your hair you are going to absolutely love it. Here are your
eyeglasses back. By the way, where did you get them? They
look fantastic on you.
I realize that some of you may not be
familiar with salon excellence. Maybe you are bald, cut your
own hair or think that salons are for sissys. The reality is
that everyone wants to feel special, like there is no other
and be pampered from time to time.
So what's the word on the street, wall,
or blog about your dispensary?
Hopefully patients are bragging about you
and would never go anywhere else for their eyecare.
To keep them bragging you might want to
try playing some of these head games:
Pamper Them
What does pamper mean? To treat someone
with extreme or excessive care and attention. It doesn't
matter what the purpose of their visit is, pamper them. Let
them know that you really appreciate the opportunity to
serve them. It's all about them. Deliver their new eyewear
to their office or home. Compliment them. Make them laugh.
Offer valet parking. When they leave your practice they
should feel great about the way they were treated regardless
of the results of their vision health report.
Show Them Empathy
Be sensitive to their feelings and
thoughts. Everybody has a story. Listen to them without
interruption. Let them know that you can relate to what they
are saying. Nod your head up and down. Something may seem
like a big deal to them that you can easily help them with.
When you do your very best to help them, it shows, so you
won't have to toot your own horn.
Pick Their Brain
Find out what they like and dislike about
their current vision, eyewear, sunwear, contact lenses etc.
If they say everything is fine then try asking a few
questions. You might find out that everything is not fine.
Maybe your practice needs to do away with any standardized
lifestyle questionnaires.
Try using some brain picking questions:
Mr. Mark, do the frames with or without
nose pads feel more comfortable to you?
Mrs. Picky, what did your better half
have to say about your new eyewear?
Mr. Bore, when was the last time you went
to see a good movie?
Mrs. Glare, what time of day do you do
most of your driving?
Mr. Worm, have you read any good books
lately? How often do you sit outside and read them?
Mrs. Homemaker, I bet your precious
little angel tries to grab your eyewear every chance she
gets.
Let's keep that in mind when we begin looking at
frames.
Mr. See, how are your golf lessons going?
What time of day do you practice? Thanks so much for
referring two more of your golf buddies to us. It won't be
long before you will be sporting a well deserved free pair
of sunglasses.
Optical head games can be played during
business hours. There's no limit to the number of players.
To be able to play you must be able to talk. Ages 3-103. The
rules of these head games may vary from practice to
practice. This will depend on if the owner likes to think
outside the box. Please don't be a loser and play head games
that are unethical. Head games are not meant to harm
anyone's reputation. No cheating is ever allowed. The ECP’s
goal when playing head games should be to make sure that you
let the patient win and no one will call you a sissy!
