The Value of Admitting Mistakes

I was in a conversation with my 'know-it-all-smart-nephew' about mistakes and the importance of admitting you made a mistake. Nobody expects you to be perfect, after all to To Err Is Human, but people do want and expect someone to take ownership of a mistake, whether it was your fault or not. A perfect example is United Airlines: Were they at … [Read more...]

Staff Meeting Topic: Patient Satisfaction Checklist

Once a year is, it is important to up your game by having a staff meeting about patient satisfaction. Patient Satisfaction is everything from the cleanliness, product, customer service and communication and management. We have developed a patient satisfaction checklist to review Merchandising; Develop a 'statement'  that your staff fills out … [Read more...]

Disabilities & Store Design

October is National Disability Employment Awareness Month and a good time to review how compliant is your office to the Americans With Disabilities Act (ADA) Nearly 20 percent of the U.S. population has some sort of disability that requires accommodations in retail locations. Add to that the fact that more than 70 million Americans will be over … [Read more...]

We Don’t Deal With Bullies

You all have them, that patient that threatens you with lawsuits and bad YELP reviews if you don't give them what they want.. free frames, free eye exams and or their money back. The threats are not idle.. and I think we all know what a bad YELP review can do. This new type of bullying behavior using social media is blackmail, terrorism and … [Read more...]

The Daily Download

One of the reasons I use Apple Products is the Apple Store. Since they have the highest sales per square foot, $4,798.82 of any retailer, you might wonder why? In my last couple of visits to the Fashion Valley store, they have implemented a few new things, that are hokey but make a person feel special and appreciated. 1.) They have a greeter … [Read more...]

Learn To Love The Hate

“People hate as they love, unreasonably.” ― William Makepeace Thackeray  If you follow some of the online optical forums you see Optometrists and Opticians complain about customer complaints. Every manner of euphemism is thrown out about the haters who hate and are of course being unreasonable in their description of XYZ Optometry and whatever … [Read more...]

Pillow Talking

I just read this article about Pillow Menus in hotel. .A pillow menu is a list of available pillows provided by a hotel to guests, usually free of charge. It allows guests to make an alternative pillow choice. Some common pillow alternatives are memory foam, buckwheat hull, and hypoallergenic. (Wikipedia) Before you think what do hotels and … [Read more...]

Best Rewards Ever!

There are some Facebook Forums I absolutely love One of them is Opticians on Facebook. They just had a thread on Good Customer Service and it made me smile and FEEL GUILTY! Made me smile because it was a feel- good thread and made me feel guilty, because I don't do all those nice things to my eye doc. I did bring them cookies once although. Here … [Read more...]

The Importance of Patient Feedback

One of the most difficult parts of a self-evaluation process is stepping out of your role in the optical practice and viewing your practice from your patients' perspective. Patient satisfaction surveys help you do just that.The reality of patient satisfaction surveys is that they can help you identify methods and ways of improving your workflow and … [Read more...]

How He Did It!

How do you make your clients feel? Do you make them feel special? You have to do this if you want your clients to continue to return to you. People today are bombarded by sales gimmicks and opportunities to save money on a variety of products. Not the least of these is Eyewear. I had a client tell me after paying her copay for her eye exam she … [Read more...]

Clients v.s Patients Is There a Difference?

Recently I was asked what makes me more successful as an Optician. In pondering that question, I believe it comes down to how I treat people. I like to treat people how I want to be treated. When making a purchase or going to my doctors office I want the people serving me to care for my needs. Not simply just filling my order and doing what was … [Read more...]

9 Tips To Turn Complaints Into Customers

We all have customer service horror stories, don’t we? We do our best to meet and exceed expectations, but mistakes happen. Nobody likes to think about angry customers, owning up to our mistakes, or maybe worst of all, having to deal with a situation that was beyond our control.Think differently. Handle a bad situation properly, and you have a good … [Read more...]

Docs to Disruptive Patients: ‘You’re Fired’

A California physicians organization is finding that more doctors are dismissing patients because they are uncooperative, refuse to comply with treatment, exhibit drug-seeking behaviors, and increasingly threaten the safety of care providers. Disruptive physicians get a lot of attention. Remember the story about the surgeon who feeling, "pushed … [Read more...]

Sorry You Missed Us

I both laugh and shudder every time I walk past a local high end real estate office near my office and I see the following sign. Yes, my office is located in one of the more upscale business districts in Colorado, but the haughtiness and superiority displayed in this sign surpass most everything else in this district of over 400 businesses … [Read more...]

Ask A Silly Question And Get….

Some of you may know I have been battling basal cell skin cancer the last several years. I sort of equate that battle to my dating life…a little ugly, but not life threatening. Nevertheless, I have been paying attention to how I am greeted by the nurses and assistants when I come in for a follow up visit recently and thought this could be very … [Read more...]