Blog

Internet opticals are becoming increasingly difficult to ignore. Optician’s seemingly self-serving warnings of poor quality, improper fit, and less-than-optimal vision, appear to be falling on deaf ears. The bottom line is, for many people… well, "the bottom line,"...

I have to admit, I love Costco. I know they fall under the category of Big Box stores so many people love to hate. However, the difference between Costco and most Big Boxes is Costco knows how to deliver a customer experience. Their friendly staff, ever-changing...

A couple good posts were written this week on strategy vs. tactics which boil down the importance of seeing the bigger picture and being more proactive vs. reactive.   Seth Godin writes about the role of patience and perseverance in a successful web strategy....

A fascinating account of an unintended purchase While much of this story makes me squirm in my chair, reminding me of tactics used by timeshare sales weasels, there are some valuable takeaways here. First of all, I’m not entirely convinced the Turkish rug salesmen’s...

Simon Sinek, renowned business author, speaker, and consultant writes in his blog about American’s tendency to tell people what not to do. Don’t smoke. Don’t eat junk food. Don’t litter. Don’t vote for candidate X. He points out the ineffectiveness of this strategy...

Dr. Neil Gailmard (not pictured here) is an ECP practice management consultant and author of Optometric Management's Tips of the Week. This week, Dr. Gailmard hits the nail on the head with his take on customer service and the ECP. In my experience, this is where eye...

On the heels of the announcement of their intention to assimilate acquire Satisloh, Essilor announces the assim acquisition of two more U.S labs; Oregon based Deschutes Optical and Alabama based Optimatrix. With recent VSP acquisitions/venture agreements with...

I drove an hour yesterday to have my eyes examined by an OMD for whom I have good deal of respect. The OMD has a well-decorated office with beautiful stone work, a 250 gallon tropical fish tank, an extremely courteous and knowledgeable staff, and a nice little...

…Yourself, and People in General Sonia Simone is an expert in improving customer relations through effective communication. She writes a blog called Remarkable Communication. Recently, she posted 50 Things Your Customers Wish You Knew. These 50 things capture the...

Recently on optiboard, a poster suggested her optical was treating customers too nicely, postulating that by being nice (or overly so), her customers would come to expect being treated kindly, take advantage of such treatment, and show no appreciation. As a...