WHY SAY IT? After asking the patient to look through the pupilometer and focus on the green light. It will get a laugh and, more importantly, inform you that the patient is looking at the right spot. (You may have to do the measurements again if they crack up.)

SOURCE: Gina Kay, Daily Optician

what to say? “Our eyebrows are sisters, not twins!”

when to use it? When dealing with those patients who want their glasses adjusted to line up with their crooked eyebrows and aren’t taking on board the fact that glasses work best when you look through the optical centers. It adds a little humor and helps open up the conversation about how the glasses need to be adjusted. — Alison Rolli, Daily Optician

What to say? “Look, I’ve given you a lot of information here and there is no need to rush, so why don’t you take a few days to consider everything I’ve told you and then we’ll take it from there.”

When to use it? When you’re dealing with a patient who has been given serious information to digest or a customer who is simply being difficult for whatever reason. Such a break gives you and the customer a chance to move beyond an emotionally charged conversation.