Dave Ziegler, OD, FAAO, of the MBA faculty demonstrates how his staff at Ziegler-Leffingwell Eyecare in West Allis, Wisconsin, makes a presentation of finished eyewear when the patient returns to pick it up. A staff member explains—actually, re-explains--the premium features that the patient has selected, and the benefits of those features are enumerated in a personalized brochure the patient can read later. Further, the eyewear is attractively presented, along with care accessories and gourmet chocolate. The presentation adds value to the eyewear purchase and leaves the patient with a highly positive impression of their total experience at the practice.
... read more