True Story: Customer Service At an Optometrist

Years ago, we wrote this article on my friends over 50 are getting shafted by their eye doctors. Over the last year one of those friends (now over 60) has been relating to me her eye doctor issues. I had referred her to a new eye doc about 20 years ago. Over the years, she had complained about his staff and him flirting with staff and … [Read more...]

How to Reward Employees When Cash is Tight

The end of the year is in sight, employees may be expecting a bonus for all their hard work.But it may be hard to do for employers when times are tough. We are in an economic squeeze so for many optical businesses it is harder to give out employee bonuses. However,this is not the time to stop recognition and rewards programs. When times are hard … [Read more...]

How To Create A Drama Free Environment

Several weeks ago, I was having this same conversation with an architect friend who decided the worst part in running his own business: he spent more time managing drama than he did in the creative process. If this is happening in your office, read this great advice from Doug Fleener. "Two things are hard on the heart - running upstairs and … [Read more...]

Social Media Employee Policy Guidelines

Over the last several years over and over again, the use of social media on and off work has sparked lawsuits, firing and other human resource issues. Several years ago, The Vision Council released a Social Media Policy Template that eyecare professionals can use in their employee manuals. This template should pass the The National Labor … [Read more...]

10 Keys to Building a Personal Trade

You probably have patientsthat only want to talk to you, you may have lost an optician that had personal trade. (That hurts) Some staff members may already building their own 'book' of clients. Personal trade is similiar personal shopping in which you become the expert in a customers wants and needs and provide an extra high level of service to … [Read more...]

Customer Service and Body Language

What does your body language say about you? How does your body language transmit to your co-worker and patients? In these times of texting, messaging, Facebooking, Snapchatting, we may forget how important communication is face to face. That does not just include words and tone of voice, it includes your whole body. This is what we know: … [Read more...]

Inspiring Your People With Smiling And Moving

We have all been there.. the dreadful blahs.. the I don't feel like working today.. the 'I'm so over this'. While you may not have this, it is very apparent when some of your colleagues do. That attitude can permeate to the whole staff and patients. A movement called Smile and Move can be a great motivator at the office and at home. The concept … [Read more...]

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...]

Allowing Dogs In Eyecare Offices: Take Your Dog To Work Day

Take Your Dog To Work Day is June 23, 2017 and National Dog Day is August 26 and I thought I would deal with the issue of having dogs in a medical/ eyecare practice. Dogs are welcome everyplace anymore. Stores and restaurants put out water bowls and carry treats. Dogs are being registered as therapy dogs so owners can carry them anywhere. Dog … [Read more...]

Optical Burnout? Try These Simple Steps To Reduce TOB

We all have it, TOB, Total Optical Burnout. We may love our jobs, but it increasingly stress happens, because it is difficult to turn or tune off. The American Psychological Association in a survey states the top three major sources of stress are: money, workplace and family responsibilities among U.S. adults. In 2015, it was found that Millennials … [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...]

Lighting And Employee Productivity

One of the proactive issues you can do something about today with your staff is to evaluate the lighting in your eyecare office. Research has shown that the lack of proper lighting and sun can effect both the mind and the body. Since Americans spend 90% of their time indoors, improper lighting can lead to poor morale and a condition called SAD. … [Read more...]

Employee Appreciation Day Is March 3, 2017

Where would you be without employees? March 3, 2017 is Employee Appreciation Day and a great day to say Thank You. You do not have to break the bank to say thank you, a simple thank you costs nothing. A card or ordering in pizza are very easy and economical ways to show appreciation. … [Read more...]

Paid Time Off (PTO) Planning

It's the beginning of the year and one starts thinking about vacation schedules, time off and personal days. This might be the time to review the employee manual, policies and procedures as the New Year progresses. Make sure the policies are clear and concise, as well as dealing with Time Off abuse and termination of employment. What to … [Read more...]

New Year’s Resolution #1: Keep Employees

One area that is often overlooked is employee productivity. Is each employee carrying their weight? Are some more productive than others? Another  important issue to to consider the cost of employee turnover. Lost productively, decreased interactions with customers, recruitment cost, training costs, errors and you can't put a price on … [Read more...]