Welcome to PCA

“The great thing about learning service skills is that you can use them in any job — and in most life situations.”

Patients Love to See You Smile is written for you — staff members working in an eye care office. You’ll learn skills that will help you provide great service to the customers you call patients. These skills also will make your job more fun and rewarding, plus make you a highly valued member of your office team.

The book is not about the many tasks you may be asked to do, such as scheduling, pre-testing patients, ordering products or filing insurance claims. All of these duties are important. But this book is about the human side of your job—the quality of the relationships you establish with patients.

Almost none of us is trained to provide great service. That’s pretty crazy when you stop to think that nearly every job mostly involves service — either to coworkers or customers. Service is what patients pay for in eye care. They want your help in getting their eyes examined and choosing the right solution to improve their vision, whether it’s eyeglasses, contact lenses or sunwear — or all three.

You might be asking yourself: “Why is a book needed to teach me about service? What’s so complicated about that?” Truth is, if providing great service were just common sense, receiving great service would be much more common.

Great service skills aren’t something we’re born with. Just the opposite is true. We all have built-in tendencies to think first of ourselves, not others. We also take shortcuts to make it easier to get through the day. These habits can get in the way of providing great service. But once you learn to put these natural tendencies aside and focus on what’s important to patients, then you’ll immediately see how positively they respond.