AS THE LENS TURNS:
AN EYECARE DRAMA IN FOUR PARTS
BY SUE CONNELLY, FCLSA, Apple Valley, Minn.
PART 1: THE CALL
The scene opens in the eyecare practice of Dr. C. Welle. Our heroine, Constance C., is working on the computer at the front desk, ears trained for the ring of the phone, eyes scanning the reception area. The phone rings. She springs into action, answering by the third ring. But wait! This is no ordinary patient. This is Ed G., a rough, gruff, I've-had-enough kind of guy who delights in putting staff members on the spot. Today is no exception. "How much are your contact lenses?" he growls. Constance C. gathers her confidence, knowing that most patients ask about price simply because that's what they know to ask. More importantly, by showing an interest in contact lenses, Ed G. is creating a valuable opportunity. Without hesitation, our heroine responds. "Our contact lenses are a great value. Our contact lens professional would be happy to discuss your options with you and quote you an exact price, Mr. G. How does Tuesday work for you?"
Impressed by Constance C.'s knowledge and professionalism, Ed G. schedules an appointment and signs off with an uncharacteristic "have a nice day."
And so, we leave our heroine at her faithful post at the front desk. But, who is this coming through the door? It's Marv E., a patient who doesn't like change. He's picking up his new contact lenses. Will the lenses be here? Will he grill her with tough questions? Stay tuned for the next installment of "As the Lens Turns!"