I stumbled across this blog post by Al Clenimann. This is a wonderful write up on the evils of Vision Plans. I sincerely do not advocate an optometrist's use of vision plans. I believe that optometrists are legitimate doctors that need to provide legitimate medical care to their patients and vision plans are not the way to go about it.
Friday, February 10, 2012
One of the most important aspects of owning an optometry practice is customer service. This is ever more important to those optometrists that rent space from a franchise store. The more customers you bring in, the more the franchise benefits. It also helps to cement your "legitimacy" as a primary vision care provider which can be hard to do under this business model because patients tend to view you as more of a provider of "screening" services, rather than medical care providers.
My esteemed colleague at Mirro, Inc. wrote a piece about motivating your employees in order to motivate your customers...which is the essence of customer service. Take a look at his article below.
Motivated Employees Create Motivated Customers!
"The best way to ensure everyone around you is motivated is to get rid of the people who aren't motivated." ~ Lou Holtz
This statement couldn't be truer! Have you ever walked into a restaurant or retail store and talked to an employee who wasn't excited to be at work? I have. It sucks. The only thing I can ever think about is why is that person here and how fast can I leave. If you have employees working for you that could qualify as "not motivated" I have to ask you one question: How many of your patients feel the same way I do in the example above when they encounter that employee? Probably most. Employees who are motivated to be at work create a positive environment, for other employees and most importantly, PATIENTS.
When patients are having a good time or enjoy their environment, they spend more money! If in 2012, one of your practice's goals is to increase your profits (which should be a goal every year), than you need to take a detailed audit of your staff and follow Lou Holtz's advice. You just might see immediate results!
Remember, in this economic environment, fire fast and hire slow!
(Mike Rolih is the President of MIRRO, Inc. a cutting edge consulting firm focused on providing eyecare professionals with training, marketing, and human resource solutions. For more information, you can visit MIRRO at www.mirroinc.com. )
Are there any techniques that you employ in your office that helps you provider top customer service? Talk back in the comment section below and let us know!