First Impre ssions Create Last ing Impression s

First Impre ssions Create Last ing Impression s Jill J Luebbe rt, CPOT, AB OC

Impression ‘the overall effect of something’ Wikipedia. com Luebbert Consulting & Training

Luebbert Consulting & Training

Impression are made… 0 immediately 0 without thought 0 with subconscious observation 0 all the time Luebbert Consulting & Training

If you were going to buy a new home 0 which of these would you prefer to have? Luebbert Consulting & Training

Luebbert Consulting & Training

Luebbert Consulting & Training

Why? 0 What opinions did you draw from the photos? Luebbert Consulting & Training

Which office would you prefer to work in? Luebbert Consulting & Training

This one? Luebbert Consulting & Training

Or this one? Luebbert Consulting & Training

Now think about your office 0 Describe your 0 Location 0 Exterior appearance Luebbert Consulting & Training

What would you like it to look like? Luebbert Consulting & Training

Marketing tells who you are 0 External Marketing sets the tone 0 Where do you advertise? 0 Web presence? Luebbert Consulting & Training

As your patients enter 0 What do they see? Luebbert Consulting & Training

Window Displays Luebbert Consulting & Training

Luebbert Consulting & Training

Macy’s 2009 Holiday Window Display 0 Miracle on 34 th Street Luebbert Consulting & Training

Does it say eyewear or eyecare? Luebbert Consulting & Training

Entrance 0 Encourages shoppers and current patients to want to come into your place of business Luebbert Consulting & Training

Is it welcoming? Luebbert Consulting & Training

Is it inviting? Luebbert Consulting & Training

Does it say who you are? Luebbert Consulting & Training

Does it say who you are? Luebbert Consulting & Training

Color tones set the mood 0 Warm 0 Friendly 0 Clean 0 Polished 0 Untouchable 0 Dark 0 Dreary Luebbert Consulting & Training

White 0 Innocence 0 Purity 0 Clean www. infoplease. com/spot/colors 1. html Luebbert Consulting & Training

Beige/Ivory 0 Unification 0 Calm 0 Quiet Luebbert Consulting & Training

Red 0 Passion 0 Excitement Luebbert Consulting & Training

Blue 0 Sincerity 0 Loyalty 0 Peace 0 Tranquility Luebbert Consulting & Training

Green 0 Calm 0 Refreshed 0 Youthful Luebbert Consulting & Training

Purple 0 Royal 0 Dignity Luebbert Consulting & Training

Front Desk 0 Clutter 0 Organized 0 NO patient information visible Luebbert Consulting & Training

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Does this say ‘trust me’? Luebbert Consulting & Training

Reception 0 Welcoming 0 Kids area 0 Current magazines 0 On eyecare and eyewear Luebbert Consulting & Training

Luebbert Consulting & Training

Are kids welcome here? Luebbert Consulting & Training

Staff 0 Appearance 0 Professional 0 Medical 0 Informal / casual Luebbert Consulting & Training

Uniforms 0 Scrubs 0 Lab coats 0 Street clothes 0 ‘Casual day’ Luebbert Consulting & Training

Luebbert Consulting & Training

Luebbert Consulting & Training

Interaction 0 Keep it friendly 0 Keep it professional 0 Respectful Luebbert Consulting & Training

Hallways and walkways 0 Citations 0 Awards Luebbert Consulting & Training

Exam Lanes 0 Clean (but not scarey clean) 0 Organized 0 Supplies concealed, 0 but handy 0 Disinfect instruments in front of patients Luebbert Consulting & Training

Dispensary 0 Welcoming 0 Inviting Luebbert Consulting & Training

Luebbert Consulting & Training

Luebbert Consulting & Training

Who are your clientel? 0 Survey the area 0 Displays should reflect the market 0 Kids area 0 Designer 0 Budget 0 sunwear Luebbert Consulting & Training

Kids eyewear zone Luebbert Consulting & Training

Displays Luebbert Consulting & Training

Staff 0 Greetings 0 0 Telephone Front desk Through the exam process In the optical Luebbert Consulting & Training

Luebbert Consulting & Training

Hand-off between departments Luebbert Consulting & Training

Friendly and professional Luebbert Consulting & Training

Educate 0 Front desk 0 Exam lanes 0 Explain why you are performing the procedure 0 Staff NEVER diagnose 0 Optical Luebbert Consulting & Training

Results 0 Bring in family 0 Recommend to friends Luebbert Consulting & Training

First impressions are for a lifetime Luebbert Consulting & Training

Enjoy Heart of America Experience Jill J Luebbert, CPOT, ABOC jill@jjlconsulting. com www. jjlconsulting. com Luebbert Consulting & Training