No-Shows
How do you handle no-shows? Dr. Neil Gailmard, editor of Optometric Management’s Tip of the Week points out this seemingly innocuous policy decision is a window to the core of your customer service philosophy. Do you let them slide? Do you give them stern warnings? Threaten or even charge them penalty fees? Or do you use it as an opportunity to demonstrate your extraordinary customer service? I love Dr. Gailmard’s take on the subject. The vast majority of ECPs don’t get it. They think they are good at customer service, but once staff members begin to protect the practice from unfair...
Read MoreSpreading the Word
Nothing is more powerful in growing your business than word of mouth. So, after you’ve knocked your customers’ socks off with your unforgettable brand of customer service, give them a couple of gift certificates (for your store, of course) to be shared only with friends. You’ll be giving them the opportunity to give their friends a gift and a good...
Read MoreCash for Clunkers
I stopped in at a local OD’s office today. Last month she ran a “cash for clunkers” promotion. She offered $100.00 off a new pair of glasses for patients that brought in an old pair to be donated to the Lion’s Club. Today she reported her promotion resulted in a 41% increase in revenue for the month. All she did to promote it was send this email to her patient list. Not bad for this time of year given the current state of the...
Read MoreSupporting Nouveau
If you have an interest in supporting Nouveau Vision in their complaint against Essilor and VSP, feel free to use the form letter below to voice your support to Washington State, Federal, or your own State officials. RE: Potential Anti-Trust Violations in the Vision Care Industry Dear [public official(s)], As an eye care professional concerned for patients’ needs, I have observed a worrisome trend of consolidation and possible collaboration among dominant corporate entities in the vision care industry. The largest manufacturer of ophthalmic lenses in the world, French-owned Essilor, is...
Read MoreLKO Going Digital
Excitement is growing as we are finally installing the latest digital surfacing technology from Schnieder, allowing us to produce the newest “freeform” progressives and individualized single vision lenses. In-house production of “freeform” progressives will initially include Shamir Autograph, Autograph II, Element, and Seiko Succeed. In-house digital surfacing will also allow us the flexibility to offer any coating combination currently available from LKO on all digitally surfaced lenses, including Zeiss Carat Advantage and ICE clear AR. Incremental digital production will begin in...
Read MoreAnother Independent Gone
Vision Monday is reporting Madison, WI independent labortatory, Orion Progressive Lens Lab has been aquired by Essilor. The September 1st deal marks the 17th acquisition for Essilor in 2009. Orion reported $5 mil in revenue last year.
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