The customer journey

1
The customer journey
Touchpoint four
2
Browsing waiting

• Touchpoint four

3
Browsing waiting

• The waiting area
• Browsing for frames
• Face shapes and frame styling
• Capture the browser
• Action planning

4
Browsing waiting

• The waiting area
• Refreshments
• Reading materials
• Waiting
• Delays
• Build rapport
• Encourage browsing

5
Browsing waiting

• Browsing for frames
• Use open questions to establish needs i.e.
• What do you like about your existing glasses?
• What changes or improvements could you suggest
  for your existing spectacles?
• Which of these styles do you prefer?

6
Browsing waiting

• Browsing for frames
• Consider criteria for a well-fitting frame
• Eyebrows parallel or inline with upper rims
• Distance between eyes try to create balance
• Length and size of nose can be reduced with low
  bridge frames

7
Browsing waiting

• Face shapes frame styling
• Assess face shape category use tact!
• Square, round, triangular, rectangular or oval
• Advise best frame styles
• Remember opposites attract i.e. recommend angular
  frames for rounder faces

8
Browsing waiting

• Square faces
• When distance between temples distance between
  chin and hairline
• Recommend wide frames with oval or rounded lower
  rims

9
Browsing waiting

• Round faces
• When distance between temples distance between
  chin and hairline
• Recommend shallow frames with angular rims

10
Browsing waiting

• Triangular faces
• When distance between temples lt distance between
  chin and hairline
• Recommend oval frames with exaggerated lower rims

11
Browsing waiting

• Rectangular faces
• When distance between temples lt distance between
  chin and hairline
• Recommend wide, flat, oval frames with heavier
  lower rims

12
Browsing waiting

• Oval faces
• This is considered the ideal face.
• Almost all frame shapes look good on this face

13
Browsing waiting

• Capture the browser
• Build rapport, initially
• Avoid Can I help you?
• Use open questions offer assistance i.e.
• What sort of frame are you looking for?
• The mens ranges are here

14
Browsing waiting

• Action plan
• As a practice team decide how to improve the way
  patients are handled when waiting for an eye
  examination.