Connect with us

Benchmarks

Trolls, Owls, Dogs and Frogs Teach You How to Select a Cool Practice Mascot

Published

on

When you hear the word “mascot” images of Ronald McDonald, Tony the Tiger or the Kool-Aid Man probably pop into your head. The point being, they popped into your head and I bet you’re probably hungry now.

When people mention your business, what pops into their head? Obviously we hope it’s sentiments of warm welcome, quality eyecare and a fantastic frame-buying experience, but how is that visually represented? How is it underscored every time they have reason to interact with your practice? What is the face of your brand?

Mascots are branding elements that can help people better remember your company and products. Be they characters, animals, objects or even colors, mascots enable your community to better identify, remember and understand your business.

Do you have a mascot for your business? Are you making the most of its branding potential? If you don’t, is there an element of your business and/or its identity that you can single out and raise up as the symbolic, visual representation of what you want your brand to stand for?

Mascots can play a significant role in persuading customers toward your practice as long as they are consistent with company’s image and serve specific purposes. Good mascots are meaningful and aim to create a stronger connection to the brand by promoting specific values — be it your excellent vision care, your fast, reliable customer service, or your fashion-forward selection of frames — and by bringing a more personal touch to the service.


Precision Vision owl and Roadrunner mascot

Advertisement

Precision Vision’s owl mascot is family-friendly and approachable. Roadrunner Eyecare’s roadrunner means so much that its owner and his wife even got roadrunner tattoos.

Get Graphic

A recognizable logo provides you a built in mascot and can go the extra mile to bring home your business’ identity on all its visual materials. Dr. Selina McGee of Precision Vision says they’ve had patients come just because of their little owl logo. “Owls have some of the sharpest sight of any animal,” she says. “We adopted the logo two years ago and wanted something that was family-friendly and approachable. We put it on everything! Anything the patients sees, reads, touches. We give stuffed owls to kiddos under 12 after an exam, though patients in their 60s request one too.” At Roadrunner Eyecare, the logo was a bit of a no-brainer. “It’s a modern design a local artist created for us,” says Erik Law Lawrence, optician. “We were able to integrate sunglasses onto it without it looking goofy. We wanted a nod to our Southwest culture without being over the top and to convey speed without being heavy handed. We use it on everything we can; patient communications, spray cleaners, microfiber cloths, stickers, T-shirts, coffee mugs. My wife and I have tattoos also. It came to mind because I live on Roadrunner Loop but man did it work out well.”


Clarity Advanced Eyecare frog

Clarity Advanced Eyecare decided to suit up one staff member in a frog suit for a local parade. The frog has turned into a store symbol.

Add Some Character

Traditionally, mascots are some sort of fictionalized, cartoon-like character. Some seem contrived and forced and fail miserably; while some, the best ones, happen organically. Like the troll who oversees Complete Eye Health’s exam room. “We had a patient bring us a troll from Norway about five years ago; we named it Urban,” says Beth Cassar. “The patient was a

Complete Eye Health's troll

Advertisement
Complete Eye Health’s troll is named Urban.

foreign exchange student over 20 years ago and always visits when she comes back to town. Urban has three sets of eyes and when she brought it to us she said it needed to be seen by Dr. Cassar. Now it keeps watch over Dr. Cassar in his exam room. Urban is a hoot and brings quite a bit of personality to the exam when a patient notices it.” While at Clarity Advanced Eyecare, a onetime parade theme spawned a hoppy surprise. “We have adopted a frog suit as our mascot for parades, farmers’ markets, and other community events,” says Dr. Jared Most. “It fit with the ‘Great Outdoors’ theme of a local parade and the kids loved ‘Miss Frog,’ so we figured we might as well throw some giant glasses and a ‘Clarity’ T-shirt on her and keep her around for other occasions.”


Okay, maybe an eye isn’t the most innovative mascot, but Blacksburg Eye Associates’ purple paraphernalia gets people’s notice.

Keep It Colorful

“Purple. Anything purple.” That’s how they roll at Blacksburg Eye Associates says Dr. John Dovie. Now you might not normally consider a color a mascot but when you really commit it is apparently quite successful. “We brand our office, logos, paperwork, water bottles, pens, website, etc., all a deep purple,” he says. “If a purple water bottle shows up somewhere, people automatically think, ‘Is that a Blacksburg Eye water bottle?’” Seems pretty effective, no?


The owners of Manhire Opticians enlists their two labrador retrievers as client attractions, while Corner Optical boasts Rojo the Optipup (with her brother, Dave), who even has her own Facebook page.

Advertisement

Consider Spokescreatures

The beauty of small businesses is that family members are often fixtures, even the four-legged ones. It’s rare that a friendly pet isn’t going to elicit joy from your patients and customers. The owners of Manhire Opticians bring their two labrador retrievers, Oliver, 12, director of public relations, and Izzy, 2, director of treats, to the store every day. “Our dogs are an important part of our business. They are our mascots and both appear on our website. You would not believe how many customers tell us they came to our office because they saw the dogs on the site. They are also the first impression that a customer receives when they walk into our office. Oliver has been here since he was 4 months old, so he has a history with our clientele. Our customers love them,” Susan Manhire says. While, Kevin Count, owner of Corner Optical, brings Rojo the Optipup to the office regularly. She became so popular that she has her own Facebook page (invmag.us/rojo) and has been joined by her little brother, Dave. “Rojo is 4 years old and has the role of greeting manager,” Count says. “A position she executes with great enthusiasm. Dave is still very much in Optipup training as he is only a year old. They are typically in the office on Tuesdays and Fridays. I keep them at home on doctor days because Rojo likes to sit in people’s laps.”

This article originally appeared in the July 2016 edition of INVISION.

Advertisement

SPONSORED VIDEO

SPONSORED BY SAFILO

Max Mara —True Elegance in Eyewear

Whether energizing the classics or creating imaginative new silhouettes, Max Mara designs dynamic eyewear for today’s woman. The Fall/Winter 2018 collections continue the company’s sartorial heritage with eyewear that effortlessly blends fashion with innovation to create elegant, timeless designs. Be inspired—watch the 2018 Fall/Winter Collection video!

Promoted Headlines

Want more INVISION? Subscribe to our newsletter.

Comment

Benchmarks

Thinking About an In-House Lab? 9 ECPs Share Why They Added One and What It’s Done for Their Business

So much for the cons: When it comes to the pros, we decided to ask around.

mm

Published

on

THE PROS AND CONS of having an in-house lab depend on where you’re standing. Where some ECPs see an expensive headache —  which someone else can handle anyway — others see a money-saving customer-winner that’s actually a lot of fun. The size and shape of your market, your personal and professional priorities, your comfort with gadgetry and the age of your business all factor in. As should recent changes in the industry, in particular the nature of distribution, evolving lens technologies and shifting consumer behaviors. If you’re a one-woman or –man operation, it’s probably not for you. Some folks have plenty of manpower but find that having a lab makes employee management a little bit too complicated. For others, it’s a case of “let labs be labs, let opticals sell eyewear.” So much for the cons: When it comes to the pros, we decided to ask around. Here’s what ECPs with successful in-house labs had to tell us.

Sonoma Eyeworks Santa Rosa, Ca

Cindy Harmon at Sonoma Eyeworks in Santa Rosa, CA boils the pluses of having an in-office lab down to three things: It allows you to provide exceptional customer service; it differentiates you from other practices; and it serves as a business builder. Her full-time manager, Wayne Wilmsen, has greater quality control on one-of-a-kind frames, custom drill mounts, and “does so much more than just edge lenses,” she says. As an extra bonus, “Our lab is somewhat visible, so it allows customers to witness the complexity of fabricating eyewear. It’s very easy to discount the reasons for investing in laboratory technology and the additional staffing. We’ve always felt it is one of the silent partners in our success.”


D’ambrosio Eye Care Lancaster, Ma

“I love it,” says Jocelyn Mylott of the in-house lab at D’Ambrosio Eye Care in Lancaster, MA. “I wish more managed care would allow us to edge in-house; saves so much time for the patient.” Quality is a key factor in in-house edging at D’Ambrosio, which now has five locations but made the decision to set up a lab with the launch of the third office. The sheer volume of orders warranted the move, Mylott says, given the cost of edging, shipping the frames back and forth and time lost during that process. “Per job it’s cost effective to edge in-house and you save the job turn time two or three days. Money and time make it worthwhile,” she says. Other advantages include the stock lens costs, which are lower. Considering the cost of digital progressive lenses nowadays, any cost saving you can squeeze out on single vision is to be grabbed, she says. “We can also use our stock lenses to provide promotions to patients at a more affordable price.” The lab now serves as a central ordering hub, with a courier driving between the five locations. All orders originate from the opticians. Those that D’Ambrosio’s lab can handle are taken care of in-house. Orders that need to be sent out are submitted by the lab staff, which reduces employee errors. “All product is drop-shipped to the lab, centralizing receiving and invoicing. We also offer patients who cannot be without their frame an option to wait for their order while we finish their new lenses.”


Cherry Optometry Chelsea, Mi

“I love my Santinelli!” confesses Paula Koch, OD, at Cherry Optometry in Chelsea, MI. She decided to get an edger to increase turnaround on jobs, and quickly discovered that edging is not only satisfying and fun, but lends a personal dimension to the transaction. “Patients love glasses done quickly — I think of it as ‘Amazon Prime’ for eyeglasses. And they like the personal attention they get with me making their glasses.” When a patient comes in with a broken frame, there’s something deeply satisfying for us both about being able to cut them into another frame right then and there. “Talk about a ‘WOW!’ Patients are thrilled.” Koch’s Santinelli rep, Jaysun Barr, invited her to join the Opening Eyes program, which provides exams and makes glasses for Special Olympians. Her son comes in to help cut the lenses for the program. “It’s a little thing but it allows me to keep my kids involved in the business.” 


Alberta Eye Care Portland, Or

The motivation for Alberta Eye Care’s purchase of an edger (they now have one in both offices) was long-term cost savings. By buying stock lenses in bulk, explains co-owner James Armstrong, they saw significant savings on their cost of goods, allowing them to offer competitive pricing and faster turnaround. But a second benefit emerged: quality control. Armstrong finds that jobs edged by his opticians have fewer errors than those from an outside lab. Lastly, “Without our lab, we would not be able to afford to continue working with children in the Oregon Medicaid program.” Alberta stocks Trivex and 1.67 with AR, which Armstrong says saves money and reduces delays related to lab edging.


Dr. Bladh, OD Diamond Bar, Ca

Far from being a cool option, at Dr. Bladh OD in Diamond Bar, CA, a lab is viewed as a necessity. They’ve had their edger for nearly 20 years, and repeat patients know their Rx is usually in stock. The original aim was to provide quicker turnaround time; in the beginning they were lucky if their lab could get glasses back in two weeks. “Back in the day,” says Josh Bladh, “edgers required patterns, if anybody remembers that. We purchased a patternless edger when they came out and it changed our lives… we were able to have the job done in less than a week and when retail chains started to say glasses in an hour or less, it wasn’t a novel idea for our patients.” Bladh summarizes the main benefits as differentiation from non-lab practices and “being able to under-promise and over-deliver” -— staff tell patients their glasses will be ready in 7-10 working days, just in case, “But we know full well that if the lens is in stock we might be able to have that job done in less than an hour. We love exceeding patient expectations!” The practice only stocks CR-39 and Polycarbonate single vision lenses. They stock slightly higher powers than “normal” parameters, but anything with Transitions or AR coating they order. Those typically only take a couple days to get in, and the office usually has someone who knows how to cut lenses in five days a week. “A lot of our second pair $99 special deals get cut before the nice expensive pair because they’re just looking for a basic pair as a backup.” 


EYEcare Plus antioch, tn

When Kevin Schmidt, OD, launched his practice, he provided most of the glasses out of his own lab. That changed after a while, but with recent industry developments bringing a higher percentage of antireflective coating and new digital designs requiring even more outside lab use, “I had to decide again to be in the lab business. Financially it has increased my AR percentage to numbers I never thought possible.” Schmidt has been able to add digital design, while still providing it as an upgrade to pay for the new equipment. “Turnaround time is unbelievable and patients are even happy occasionally with the great service,” he jokes. Running a seven-location practice, he’s taken some extra tech on board, using a robotic edger to return lenses to the other six locations; they only have to be inserted into the frame. “Schneider Box AR coating and two digital generators in a practice our size is unique, and sputter mirror coating has enabled us to do almost any Rx in house,” he says.


Optical Alternatives Milford, Ct

Optical Alternatives in Milford, CT, has edged in-house since it opened, says Dorothy Reynolds. They stock single vision with AR and find that being able to tell customers they can have their glasses that day helps make a sale. And there’s a feel-good factor in being able to provide single vision lenses if someone has broken their glasses, especially when in Milford visiting family. “It allows patients to use their own frame without having to give that frame up for a week,” she points out. Besides which, “It gives children a thrill, and some adults too, to see their glasses lenses being ‘made.”


Casa De Oro Eyecare Spring Valley, Ca

Jeff Grosekemper recalls how the doctor at Casa De Oro Eyecare in Spring Valley, CA, wanted to install edging equipment to save money; they found many insurance companies would let them do in-house edging — mostly single vision but some were OK with multifocals too. “Uncuts cost less in the long run — less labor cost so the equipment will pay for itself over time, and then create profit.” Grosekemper can cut stock lenses in-house in 15 minutes, which appeals to patients. Also, uncut lens orders arrive quicker, which allows him to cut down overall wait time by a few days. “Plus, I know it will be done right the first time,” he says with a laugh. As for the lab itself: “Love it. Gives me something different to do. We’re a small office so I do pretesting, sales, dispensing, repairs, billing, etc. It’s fun to escape to the lab and make lenses. Having the in-house lab lets patients know that we are fully equipped to handle little emergencies and everyday problems that come with wearing glasses.”


Eye Can See Eyewear Mcdonough, Ga

Being able to provide badly needed in-house finishing-lab services to the two small communities it serves is a huge advantage for Eye Can See Eyewear in McDonough, GA, says practice manager William Chancellor. So much so, in fact, that they have one at each location. “We can say, ‘I can have those glasses ready for you today.’ The surprise that we have that ability is a great value in itself!” The cost reduction of not having to use an outside lab keeps a lot of money in house and that is passed on to the employees. Eye Can See carries a good assortment of power ranges in single vision CR39 and single vision Polycarbonate with AR. “Ninety-plus percent of our orders are edged in-house, saving our practice thousands of dollars a year in edging fees. It truly warms our hearts to see a child be able to receive glasses for the first time the same day and say our name…Eye Can See!” says Chancellor.

Continue Reading

Benchmarks

Ways ECPs Are Benefiting from Short Intro Videos for Their Practices

Practice introduction videos have multiple benefits, and these days they’re a cinch to produce.

mm

Published

on

Introducing yourself to potential patients and customers, eliminating the element of surprise for first-timers, and boosting your SEO and Google rankings: Producing a professional-looking intro video for your practice has multiple benefits and doesn’t have to bust your marketing budget. Check out this handful of practices that have embraced multimedia.

Precision Vision

Edmund, OK

Precision Vision in Edmund, OK, designed their video to help patients get to know the practice before coming in. “The video was structured to try and eliminate surprises,” says owner Dr. Selina McGee. It plays on the website and her Facebook page, boosting SEO across channels and driving traffic to the practice. McGee hired a videographer to shoot and edit the video for about $800. “I wanted it to look completely professional.” McGee’s main goal was boosting SEO, but now that she’s got the video up and running she concedes she could probably do an even better job of getting patients to see it. She’s also come to realize it has other potential benefits. “Customers always want to see the real you, so create something authentic that shows your personality,” she advises. “Have fun with it. Remember, your patients and customers can’t buy YOU down the street.”

Advertisement

Spanish Oaks Eyecare

Cedar Park, TX

Spanish Oaks Eyecare’s video involved some luck. It was professionally done. “However,” says owner Dr. Dina Miller, “we were approached by [a crew] wanting to use our waiting area for a film. So in exchange they offered to do it at no charge.” The video walks the audience through Spanish Oaks’ office, with both exterior and interior shots, before showing Miller examining a patient and reviewing their optomap results. It ends with the patient in the optical working with her optician Bob. “During that part, we let people know how we’re different than most opticals and why ­— we carry only independent frame lines.” The video, whose main goal Miller says is to introduce Spanish Oaks to potential patients and customers, is posted on Facebook. “It’s a great way to … make yourself ‘real’ and familiar.”
She advises other ECPs to make sure the video features actual staff. “That’s one of the most important parts; making it personable. I was tempted to have someone else sit in for me but at the end of the day, I knew that would really take away from the video and its purpose.” And don’t be afraid to edit: Miller opted for voice overs, as they had felt uncomfortable speaking to camera, and added captions for things she wanted the audience to know (for example, the fact that her optician is one of just two people with an active American Board of Opticianry Advanced certification in her part of Texas). “Also,” she advises, “consider having parts where you and possibly your main staff talk to the camera about what’s important to you, what sets you apart from others — not the generic ‘We have the best customer service/patient care,’ etc.”

Ziegler Leffingwell Eyecare

New Berlin, WI

According to Dr. Dave Ziegler, Ziegler Leffingwell Eyecare hit on the idea of making an intro video as a way of giving “strong visual exposure of what it is like to be in our office.” And they found a striking way to do just that, hiring a real estate photographer to use a drone, which opens the video hovering outside the front of the office, then enters through the front door and flies throughout the office. “This flight path through the office is the way our patients experience our office during a typical eye exam,” he says. The video boasts a script written by Ziegler himself; he hired a professional to do the voice over for maximum impact. He felt it was important that the video should be less than a minute long; it’s now posted to the practice’s website, one among many features that he says win their website routine praise. Asked whether the time and expense that went into making the video were worth it, he replies that more than that, “it is necessary” for any practice, in his view.

Advertisement

Dr. Bladh OD

Diamond Bar, CA

The folks at Dr. Bladh OD, a Diamond Bar, CA practice, understand the power of videos to increase a business’s Google ranking by boosting the amount of content that links back to its website. They signed up with a company called Promo! that allows them to make multiple 15-second videos. “The [Promo!] site has a ton of content with professional videos to use.” Once you edit it, the video is yours to keep. So the video is professionally done, but everything added to it is DIY.
“Video marketing gets so much more traction than pictures or boring blog posts,” reports Josh Bladh. The videos are similar, but each has its own emphasis. Most feature music and a few lines of text to get people’s attention. “Search engines are putting more emphasis on video content so this seemed like the best option to get our foothold with video before paying for anything professional,” he says.
The videos are posted to Facebook and Instagram. “We will add videos to blog posts on our website where relevant.”
In the practice’s experience, consumers typically need six to eight touch points before they’ll call and commit to an exam. So, using videos to boost these contact points for the service’s relatively low monthly fee makes sense. Bladh warns ECPs to do their homework before signing up for such a service, however, as some companies will give you a hard time if you attempt to use any unused video credits after letting your subscription lapse.

Anthony Aiden Opticians

New York, NY

Anthony Aiden Opticians went for a more adult approach in their video, a 30-second short about … a misunderstanding. It may seem like male fantasy, but optician Anthony Gaggi swears it’s based on reality. “My sister’s friend was a stylist; she was working alone one night and…” Well, we don’t want to spoil it; suffice it to say whether you find it hilarious, titillating or offensive, there’s no denying it conveys the store’s edgy, fashion-conscious style. “My goal,” Gaggi says, “was to bring a high-quality fashion video to my website.” The video is also displayed in the store’s windows. A friend who works in TV offered his services for free; Gaggi says clients love it.

Continue Reading

Benchmarks

Boo! ECPs Killing It with Novelty Contact Lenses

Here is our handpicked selection of ECPs’ novelty contact lens dos, don’ts and a couple horror stories.

mm

Published

on

COMBATING BOOTLEG RESELLERS,enlivening your marketing, getting into the swing of Halloween and hopefully — if you operate in a neighborhood with a large zombie population — adding a healthy new revenue stream … There are several reasons to consider selling and fitting novelty contact lenses. Color contacts have become a popular item, especially during prom season and other special events, and if you already fit and sell contacts, providing a legal avenue for these attention grabbers to customers is an easy add-on. But with the witching season almost upon us, you may want to consider adding them soon. Here is our handpicked selection of ECPs’ novelty contact lens dos, don’ts and a couple horror stories.

Cynthiana Vision Center Cynthiana, KY

Cynthiana Vision Center makes all patients aware that “anything bought at the flea market, comic convention, or gas station does not belong in the eye,” says Angel Miller. They ensure the patient is a contact lens wearer before ordering them (usually from ABB Optical). “If not, we set up a lens fit and tear film analysis along with teaching the patient the dos and don’ts of novelty lenses — for example, some schools don’t allow them,” she says. Miller (who’s also handy with a make-up kit — check out the above photo) said the most intriguing request she had was from football players looking to intimidate the opposition. “Make sure you differentiate between what can be Rx’d, and what can only be plano,” she says, adding that it’s important to start advertising in September, as there can be a wait for lenses.


Eye Can See Eyewear McDonough, Ga

It’s the stuff of a horror film: Periodically, the staff at Eye Can See Eyewear looks out their windows to see a troop of pale-eyed, head-rolling zombies stumbling through town. Actually, it IS the stuff of a horror film; McDonough, GA has provided the backdrop for a number of zombie flicks including The Walking Dead. According to practice manager William Chancellor, novelty contacts sell year-round. “We are in a community that oozes movie themes … We have patients from all walks of life interested not only in traditional color lenses but in cosmetic lenses as well.” Eye Can See doesn’t necessarily fit the actors in those films, Chancellor says, but their presence boosts demand. “With The Walking Dead being filmed here on our block this has brought tours and non-residents into our small community and boosted not only color lens requests but also sunglasses and prescription ophthalmic lenses.” 


Attleboro Vision Care Attleboro, MA

At Attleboro Vision Care the most popular novelty designs are cat-eye and whiteout lenses. Christine Howard says that after an initial expression of interest, “Nine times out of 10 once they discover the cost/process involved, patients decline. They often assume it’s a grab-and-go thing.” If the patient is new to contacts, Attleboro insists on an insertion/removal class, and they must demonstrate they can do so before leaving with contacts. Attleboro sources from ABB. Demand skyrockets at Halloween, though one of the more memorable patients was an actor who needed theatrical lenses for a play. “We don’t actively market these, but we will work with patients who express an interest,” she says.


Behavioral and Developmental OptometristS MIAMI, FL

“This is the optometrist’s place to shine!” says Pauline Buck, OD, about novelty lenses. “It is so cool when a patient comes in and wants me to help them complete the perfect costume.” She often follows up with a post-Halloween phone call to find out how the costume went down. Buck is a big fan of Orion Vision Group’s “great-fitting” lenses. “They have totally done right by me in the past. I started using them for a patient who had no iris and moved into the funky lenses for fun.” If the patient has never worn contacts she’ll teach them proper lens care and hygiene, and insertion and removal. “They will stay in the room until they can remove them several times.”


HD Optical Express Lansing, MI

HD Optical Express provides costume and novelty lenses to patients year round, but by special request only, sourcing the products from Orion Vision Group. According to office manager Cassie Nash, HD Optical provides contact lens exams to all patients requesting the lenses in order to ensure that comfort and vision are as good as they can be, along with instruction on insertion and removal.


Fox Valley Family Eye Care Little Chute, WI

Selling and fitting novelty (or “theatrical”) lenses has won Fox Valley Family Eye Care some low yal patients. “We had a patient that wanted them so the doctor fit him with clear trials. After coming back in a week for his evaluation he was approved,” Scott Felten says, adding that the store ordered Eyedia Clearcolor “Phantom the Snow Cat” lenses for him. This lens devotee has since ordered “Midnight” and the all whiteout “Blizzard” lenses. The practice provides lenses upon request to patients whose eye exam is current and who have been fitted for contacts, says Felten. Patients new to contacts have to be fitted and trained to insert and remove them. They are scheduled for a follow-up appointment a week later so the doctor can assess their vision and fit. For Halloween, Felten and his wife join the fun. “I wear all white-out contacts. It’s pretty freaky; I always get looks and comments.”


Visualeyes Optometry Sherman Oaks, CA

Given Visualeyes Optometry’s proximity to L.A.’s movie studios and legion of actors, demand for theatrical contact lens evaluation and sales is sufficient that Dr. Lee Dodge offers the lenses all year. Staff train all patients in insertion and removal; none leaves the office until they can do it. Dodge says the horror/zombie styles are perennial favorites. He sees offering such lenses as part public service, part marketing exercise, part just good business, but mostly it fits in with his desire “to offer everything that has to do with the eyes that patients like.” Dodge says he’s worked with “many, many patients that have come in with corneal ulcers, abrasions, and contact lens-associated red eyes secondary to ill-fitting contact lenses.” 

Continue Reading

Advertisement

Advertisement

Advertisement

Most Popular