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Reply? Ignore? Here’s How Readers Land on Dealing with a Negative Review

And congrats to those who have never received one!

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  • Stick your head in the sand and they will go away! — Mark Perry, OD, Vision Health Institute, Orlando, FL
  • Reply, briefly, courteously, and try and fix the problem as best we can. We try and let the patient “win” if at all possible even if it costs us some money. — Kenneth D Boltz, OD, Dublin, OH
  • What is this thing called a “bad review?” — David Kirscher, OD, Island Family Eyecare, Bainbridge Island, WA
  • Reply with kindness. — Steve Geis, Metro Eye, Milwaukee, WI
  • Humor. — John LaShorne, Brown County Eye Care, Nashville, IN
  • Try and figure out what went wrong, contact the person to try and rectify the situation. — Frances Ann Layton, Eye Associates of South Georgia, Valdosta, GA
  • Be honest. Apologize, if what the patient says is true. Always take the high road. — Cynthia Sayers, OD, EyeShop Optical Center, Lewis Center, OH
  • Don’t get them in the first place. We’ll do almost anything to make sure customers leave happy. — Harris Decker, Eye Designs Of Westchester, Scarsdale, NY
  • Ignore. — Dawn Limauro, Lens Doctors, Dover, NH
  • Handle on an individual basis. — Leisa Lauer, Dr. H Michael Shack, Newport Beach, FL
  • Thank the patient for their input. We do not get defensive. — Amy Pelak, Proview Eyecare Optometry, Corona, CA
  • Reply professionally, and possibly assess the situation if necessary to make things right. — Heather Harrington, Elevated Eyecare, Denver, CO
  • Fortunately, we’ve only ever had one, and just let it go. — Lynn Geis, San Juan Eye Center, Montrose, CO
  • Not getting them. — Sabina Krasnov, i2ioptique, Scottsdale, AZ
  • Kill them with kindness! We’d call them and see what we could do to make things right. — Jade Kowalick, Ryczek Eye, St Petersburg , FL
  • Head on. — Jill Sweig, OD, Oyster Bay Optics, Oyster Bay, NY
  • Look into it first to make sure the complaint can be taken care of. If it can, fix it. If it’s not legitimate, don’t worry. Everyone that reads the review probably knows the person is never satisfied anywhere! — Angel Miller, Cynthiana Vision Center, Cynthiana, KY
  • I can happily say I haven’t had any. I do have clients obviously that come in that are not happy with what they purchased and you have to figure you’re not going to please everybody. You bless them and send them on their way. — Julie Uram, Optical Oasis, Jupiter, FL
  • Consider it constructive criticism. — Katie Rutledge, Arnold Family Eyecare, Imperial, MO
  • We try to follow up with each patient who left us a bad review and resolve what we can, always remembering that every aspect of our business ‑ our outside labs, vendors etc.… — are all an extension of who we are. You cannot resolve any issues by doing the “blame game!” — Jessica Brundidge, Clarity Vision, Clayton, NC
  • Good question, usually it was an employee that was fired and went online and you can’t fix stupid. — Betty Aretz, The Eyecare Boutique, Wexford, PA
  • Reaching out and attempting to better the negative feeling the patient developed for one reason or another. — William Chancellor, Eye Can See Eyewear, McDonough, GA
  • Respond in a professional manner and always give the option to call or come in and talk to the owner/manager. — Travis LeFevre, Krystal Vision, Logan, UT
  • Try to answer the person’s complaints honestly without getting hostile. If you or your staff slipped up, own up to the mistake and try to make it right (refunds, etc.) If the patient got it wrong, try to gently point out their mistake (so that future readers can see both sides). I still do try and appease the patients that got it wrong — generally with a small discount — with the hope that they will return. If they make the same accusations a second time, then I dismiss them. — Tom Brillante, OD, Decatur Eye Care, Decatur, GA
  • I never received a bad revue. If I did I would find out the source to see if it was credible. — BJ Chambers, Carrera Optical, McQueeney, TX
  • Don’t get them to begin with. — Harry Roth, eyeQ Opticians, Millburn, NJ
  • Address them, internally and externally. — Dave Goodrich, Goodrich Optical, Lansing, MI
  • Just move on… — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • Deal with it immediately. Contact the patient directly. Apologize. Listen. Fix the problem. — Lee Dodge, OD, Visualeyes Optometry, Sherman Oaks, CA
  • Reach out to the patient, find a solution and try and work to resolve the review. — Bryan Hartgrave, Vision Solutions, Lamar, MO
  • I personally contact the patient to see if we can work out the problem. Our Rxs have a six-month warranty or money back if problem cannot be fixed. Have been pretty lucky with reviews so far. — Texas L. Smith, OD, Dr. Texas L. Smith & Associates, Citrus Heights, CA
  • Reach out to patient to see what can be done to turn it around. — Judith Whitelaw, Dr. Gregory Char, OD, Orange, OR
  • Address them and apologize if it was our fault and even if it wasn’t spin the apology so that the intelligent reader will realize that the complaint is ridiculous. — Cindy Henderson, Eyear Optical, Hixson, TN
  • Straight on. We aren’t perfect. — Bethany Cassar, Complete Eye Health, Holland, MI
  • Just let them ride. They are seeking attention, and I am not looking to encourage negative attention! — Bridgett Fredrickson, Whelan Eye Care, Bemidji, MN
  • The number one thing is to avoid them at all cost. Learn from your mistakes as no one is perfect. Address the issue BEFORE it gets to a bad review. You inherently know when a “possible” bad review is coming. Head it off at the pass. And “if” you get a bad review address it immediately ….do not wait. Call the customer and try and make it right. If you feel the review was unfair, write a rebuttal that is FACT based. Leave all the emotion out of it. Leave your ego out of it. Do the right thing. — Steve Nelson, Eye Candy Optical, Westlake, OH

What’s the Brain Squad?

If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

Since launching in 2014, INVISION has won 23 international journalism awards for its publication and website. Contact INVISION's editors at editor@invisionmag.com.

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Buzz Session

From Across the Country to Across the World, Some of Your Patients Travel Pretty Far to See You

It just proves that when patients find an ECP they love, they will travel far and wide to see you.

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  • I have a very loyal and dedicated customer, a flight attendant for Southwest Airlines, who has since relocated to Florida. She hasn’t let that deter her from maintaining her vision needs with me; I stay in contact with her and her sons who also wear glasses. — Jocelyn Anderson, National Vision Inc., Riverdale, GA
  • The mountains, Eagle, CO. — Beth Seidman, Eyecare Center of Ken, Littleton, CO
  • West Virginia. A couple that was in Saint Petersburg on vacation last year decided to drive down to get their glasses with me again and ended up staying a few days in Saint Petersburg. They still keep in touch via email and have invited us to come stay with them at their farm. — Anja Jakupovic, OPTIK! European Eyewear, Saint Petersburg, FL
  • We have a family that comes back for a month every year from Germany and we are a part of that visit. — Heather Harrington, Elevated Eyecare, Denver, CO
  • Mostly out of state patients are ones that I have seen since they were kids and they moved but still come back each year for their exam. — Kimberly Riggs, OD, Ligonier, PA
  • Turkey! One of our patients told their parents how great we were, so they came to the office and purchased glasses the last time they visited. — Frances Ann Layton, Eye Associates of South Georgia, Valdosta, GA
  • Texas. — John LaShorne, Brown County Eye Care, Nashville, IN
  • On a regular basis, two hours. Also, a few that travel for business, but have addresses in Kentucky, Missouri, etc. — Susie Phillips, Dr. Brendon Johnson, O.D., Pekin, IL
  • Australia, exotic more like bush country. — Leisa Lauer, Westcliff Optometry, Newport Beach, FL
  • We have a couple from Missouri (2 hours away) that come to us for their annual exams and even emergency visits. — Selena Urban, Eyecare & Eyewear, West Des Moines, Iowa
  • Four hours away from rural Pennsylvania. — Chris Lopez, OD, Roberts Eyecare Associates, Vestal, NY
  • Just sold a Wissing frame to a man from Anacortes, WA, while he was on the golf course. He’d seen a CBS Sunday Morning segment featuring our client in a square/round frame that he knew he had to have! Have a woman coming back to us after relocating to Atlanta. She’s lived there 3-4 years and said she can find nothing that has our selection, service or smiles. — Julie Kubsch, Specs Around Town, Bloomington, IL
  • I had a woman come in recently who stopped in before she sailed back to Bermuda! I also had someone hunt down a specific frame from Australia a couple years ago. — Siobhan Burns, The Eyeglass Lass, New London, CT
  • California to Minnesota. — Kim Hilgers, Monson Eyecare Center, Owatonna, MN
  • Various people passing through from other countries but one couple who lives in Arizona and comes back every summer to visit their mom wait to get here to have me make their glasses. — Jennifer Leuzzi, Mill Creek Optical, Dansville, NY
  • Israel every few years, Chicago next farthest and then a bunch of snowbirds from Florida. — Marc Ullman, OD, Academy Vision, Pine Beach, NJ
  • Thailand is the furthest a patient has traveled to our practice. — Doreen Erbe, Snyder Eye Group, Ship Bottom, NJ
  • We have had people from other countries come in to get their eyes checked while on vacation. We are in a very popular vacation spot. — Caitlin Wicka, San Juan Eye Center, Montrose, CO
  • Portugal. — Rick Pascucci, Towpath Vision Care, Clinton, NY
  • Some act like they’re from another planet. — Richard Frankel, OD, Atlantic Cape Eyecare, Wildwood, NJ
  • I had a couple that had been my customers where I did my apprenticeship over 20 years ago in Jupiter, FL, and then I finally opened my own business and they came from the other coast of Florida. I did have another customer that move the US Virgin Islands and came back to me. — Julie Uram, Optical Oasis, Jupiter, FL
  • We have customers from all over the US. — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • Sweden. We have a patient who lives there and comes home to visit family every year and doesn’t want to give up “The best optical care for my eyes.” — Jeff Grosekemper, Casa De Oro Eyecare, Spring Valley, CA
  • Sweden, Africa, Germany. Our patient from Sweden calls multifocal contacts autofocals. She also brought Dr. Cassar a three headed troll at her last visit. — Bethany Cassar, Complete Eye Health, Holland, MI
  • Our office is in MA so we have many “snowbirds” that have moved to Florida, but will book their appointments with us on their annual summer trip back up to New England. — Christine Howard, Attleboro Vision Care, Attleboro, MA
  • Our office gets visitors from all over the country due to our location and visibility from movies and TV shows. — William Chancellor, Eye Can See Eyewear, McDonough, GA
  • Madolvia, it’s by Russia. — Kristina Swartz, The Eye Site, Mishawaka, IN
  • Mexico. — Alexander Saper, Great Glasses, Houston, TX
  • We actually had patients that would come from Australia when I started here. Now, I guess my sister and BIL from Dallas! — Angel Miller, Cynthiana Vision Center, Cynthiana, KY
  • We have a few regulars that live or work overseas; Rwanda, Zimbabwe, Saudi Arabia. — Jen Heller, Pend Oreille Vision Care, Sandpoint, ID
  • I think the farthest was NYC. It happened to be because they follow me on Instagram and they were traveling through CA. They told me that due to my photos of Petaluma and our eyewear that they made a special trip to see our town! — Nancy Revis, Uber Optics, Petaluma, CA
  • Nowhere exotic, but I do have patients that drive over 100 miles to see me. — Selina McGee, OD, Precision Vision, Edmond, OK
  • We have people stumble in from all over the world. We have sold customers as far away as China, UAE, South Africa and the UK. Not bad for some little shops in Cleveland. — Steve Nelson, Eye Candy Optical, Westlake, OH
  • Houston: 18O miles and McAllen: 24O miles. — BJ Chambers, Carrera Optical, McQueeney, TX
  • We had a patient come in a helicopter. — Jocelyn Mylott, D’Ambrosio Eye Care, Inc., Lancaster, MA
  • Seattle, WA, to Columbus, OH. — Cynthia Sayers, OD, EyeShop Optical Center, Lewis Center, OH
  • A patient comes from Kenya. — Amy Pelak, Proview Eyecare Optometry, Corona, CA
  • We had a military family that would still have their eye exams here even though they lived in Germany. — Judy Scheuerell, Fox Valley Family Eye Care, Little Chute, WI
  • Almost three hours. He moved and didn’t want to change providers because he has always trusted our personal service and great products. — Susan Frein, Ames Eye Care, Ankeny, IA
  • Switzerland. — Scott Keating, OD, Vision Trends, Dover, OH
  • I had a guy drive from Topeka. That’s nine hours away. I ask why he was visiting Denver. He said, “our custom made shooting glasses.” We also have glasses on all seven continents. — Bret Hunter, Sports Optical, Denver, CO
  • Seoul, South Korea. My Grandmaster in Tai Kwon Do referred his family members to me. They came to me each year when they visited his family. — Robert M Easton Jr., OD, FAAO, Oakland Park, FL
  • From Europe, he comes here every time he is in the states because he wants our Silhouettes. — Pam Neagle, Austin Eyeworks, Austin, TX
  • Abu Dhabi. — Texas L. Smith, OD, Dr. Texas L. Smith & Associates, Citrus Heights, CA
  • Bahamas, my patients come over by yachts. — Adam Ramsey, OD, Socialite Eye Care, Palm Beach Gardens, FL
  • NYC. — Chris Mark, OptiMark, Des Moines, WA
  • We have numerous patients who now live out of state but will come back to see us. One of our doctors has a patient from WY another from Texas and many from far northern Minnesota. — Zachary Dirks, OD, St. Peter and Belle Plaine Eyecare Centers, Saint Peter, MN
  • We have a fair number of patients that have moved away and return for their eyewear. — Bob McBeath, Edina Eye, Edina, MN
  • Other side of the world, China. They are a long time patient that makes sure to schedule time out of their trips back here to stop by to get new glasses. — Travis LeFevre, Krystal Vision, Logan, UT
  • We have patients from across the US who come to see our doctors who have followed their eye health for many years. One patient works in the Ukraine and comes back to see us each year for his exam! — Deb Jaeger, Eye Center of the Dakotas, Bismarck, ND
  • One of the family’s we’ve seen for two years now, still comes to us after moving from Denver all of the way to Germany! — Heather Harrington, Elevated Eyecare, Denver, CO
  • Chicago to NJ for a dry eye evaluation because he wasn’t getting satisfaction and heard about me through a friend. — Marc Ullman, OD, Academy Vision, Pine Beach, NJ
  • Finland. Since relocating my business from Phoenix to Duluth, I still maintain some of my Phoenix clients. — Kat Leek, Kat’s Eyes Optical, Phoenix, AZ
  • I see a patient from the Philippines yearly for his eyecare. — Dennis Iadarola, OD, Center For Vision Care, Monroe, CT
  • Louisiana to Washington. — Caitlin Bruno, Binyon Vision Center, Bellingham, WA
  • Different states. Africa, Nigeria. — Tabitha Fuller, Thomas Eye, Palmetto, GA

What’s the Brain Squad?

If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

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Buzz Session

For Many of You, Your Best and Worst Habits are Exactly the Same!

For others… there seems to be a lot of very “hard workers” who “procrastinate!”

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  • Best habit: listening. Worst: saying yes when I should say no. — Deb Jaeger, Eye Center of the Dakotas, Bismarck, ND
  • Best: Getting up early and coming in to work in the quiet and alone time. Worst: Not getting the rest and exercise that I should. — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • My worst habit is too much social media, i.e. Facebook. My best habit is opening for business every day, hoping to make a difference for someone’s vision. — Mitchell Kaufman, Marine Park Family Vision, Brooklyn, NY
  • My best habit is writing everything down. We all forget. My worst is not taking a lunch. — Michelle Wright, DePoe Eye Center, Stockbridge, GA
  • Best habit is my ‘Get done attitude.’ If it needs to be done, I’ll do it; straightening magazines, cleaning fingerprints, checking in inventory, and all the other menial tasks that get ignored. Worst habit is letting things pile up on my desk. I call them “projects,” but sometimes they are just works in progress. — Pam Housley, Texas State Optical of Nederland, Port Arthur, TX
  • My best habit is always having a to do list and coordinating this with reminders on my phone. My worst is too much coffee! — Doreen Erbe, Snyder Eye Group, Ship Bottom, NJ
  • Saying see you soon at the end of every call is one of my best habits. Even if they aren’t planning to come in. It just plants the seed of being welcome anytime. Worst habit is chewing my nails if I don’t keep them polished. — Nikki Griffin, EyeStyles Optical and Boutique, Oakdale, MN
  • Best: I’m a hard worker. I don’t stop while at work; sh*t gets done! Worst: My desk is a mess! — Haley Menge, Hi-Line Eye Care, Glasgow, MT
  • Best: Treating employees like family. Worst: Taking control over situations that don’t need my input. — Harris Decker, Eye Designs of Westchester, Scarsdale, NY
  • Best: Providing a great experience to all I am around. Worst: Never saying “No.” — Kenny Meyer, OBC Insurance Billing & Credentialing Specialists, Macomb, IL
  • Loyalty and loyalty. — Bob McBeath, Edina Eye, Edina, MN
  • Best: customer service; worst: clutter. — Jessica Brundidge, Clarity Vision, Clayton, NC
  • I’m really good at sleeping! Meeting my REM quota is never an issue. It’s my best habit; I’m always well-rested and never need coffee. It’s also my worst; 10 hours of sleep a night really pinches my free time! — Jen Heller, Pend Oreille Vision Care, Sandpoint, ID
  • Drinking beer. Drinking beer. — Dave Schultz, OD, Urban Optics, San Luis Obispo, CA
  • I would have to say my best is I will go above and beyond to help my customers. My worst is I go above and beyond for my customers. — Julie Uram, Optical Oasis, Jupiter, FL
  • Best: Hard working; worst: lenient on staff. — Amy Pelak, Proview Eyecare Optometry, Corona, CA
  • Best: I get up early and work late. Worst: I get distracted by the computer too much. — Bret Hunter, Sports Optical, Denver, CO
  • Best: Thinking things thru before responding. Worst: According to my kids “smacking.” Apparently, I’m a noisy eater! — Pam Peters, Midwest Eye, Downers Grove, IL
  • My best and worst habits come from having ADHD which many business leaders actually have. My best is my hyper-focus on continual learning and improvement. Most specifically, diligent monitoring and sharing of metrics within our practice so everyone has a strong pulse of how we are performing. My worst is that I am so often in the moment I can be forgetful. Thankfully, those that know me well know they sometimes need to give me a gentle nudge when they need something specific. — Deborah Bosner, Northwest EyeCare Professionals, Columbus, OH
  • Worst habit is procrastination… Hope I got this response in on time. — Michael Davis, OD, Opti-Care, Eldersburg, MD
  • Best: Always keeping my family first. It reminds me what’s important. Worst: I often obsess about my patient schedule when I know it’s the part of practice no doctor is ever 100% satisfied with. — Blake Hutto, OD, Family Vision Care, Alma, GA
  • Best habit is thinking out of the box. Worst habit forgetting to go back in the box once in a while. — Adam Ramsey, OD, Iconic Eye Care, Palm Beach Gardens, FL
  • I sometimes am really organized and plan things ahead but I can also be lazy and don’t do things like I should. — Martha Davenport, Safe Vision, Wheatfield, IN
  • Best habit is working out every morning. Worst, pretty much everything else I do throughout the day. — Frances Ann Layton, Eye Associates of South Georgia, Valdosta, GA
  • Verifying all jobs in the lab every Monday to see if they are on time, etc… Procrastinating on doing invoices as long as possible. — Kim Hilgers, Monson Eyecare Center, Owatonna, MN
  • Best habit is taking time for self-care everyday (working out, cooking, watching a movie, reading a book), even if it means waking up early or staying up late. Worst habit is taking on too many tasks at one time. — Chris Lopez, OD, Roberts Eyecare Associates, Vestal, NY
  • Best habit is my passion and drive for wanting to learn and know anything optics that I can. My worst habit is definitely sharing too much ‘nerdiness’/information with a patient thinking they care as much as I do. — Heather Harrington, Elevated Eyecare, Denver, CO
  • Best: Follow up, under promise and over deliver. Worst: Impatience with dumb people and know-it-alls. — BJ Chambers, Carrera Optical, McQueeney, TX
  • Best habit is to remind patients when dispensing glasses to come in anytime for adjustments and refills on their lens cleaner. — Carissa Dunphy, Monroe Vision Clinic, Monroe, WA
  • My best habit is thorough persistence. My worst habit is loving to eat. — Robert M Easton, Jr. OD, FAAO, Oakland Park, FL
  • I work hard till the job is done but I don’t take criticism well. — Bart Parker, Vision Source-Fox Optical, Lake Worth, FL
  • Best: I’m detail-oriented with a work ethic. Worst: I’m detail-oriented with a work ethic. — Dave Goodrich, Goodrich Optical, Lansing, MI
  • Best: I am upbeat and positive 99% of the time with patients and staff. Worst: I am the type of perfectionist that struggles to delegate or complete tasks. — Zachary Dirks, OD, St. Peter and Belle Plaine Eyecare Centers, Saint Peter, MN
  • Best habit is being nice to everyone. Worst is procrastination. — Jennifer Leuzzi, Mill Creek Optical, Dansville, NY
  • My best habit is discussing the importance of AR in the exam room because it leads to an easy discussion in the optical and over 85% AR capture rate. — Michael Martorana, OD, Falls City Eye Care, Louisville, KY
  • Best would be answering a phone as soon as it rings. I just hear it and grab it without even thinking. Worst is probably that I like to snack all day long which also means I have to go to the gym every day. — Caitlin Wicka, San Juan Eye Center, Montrose, CO
  • Best: I can usually make good decisions quickly. Worst: Trying to please everyone, so too trusting? — Kenneth D. Boltz, OD LLC, Dublin, OH
  • Currently, my best habit is running to the gym after work and my worst is changing at the office and getting caught in my shorts by patients. If I miss the start of the class, then I may have to wait an hour for the next one and still have a long drive home. — Marc Ullman, OD, Academy Vision, Pine Beach, NJ
  • Having the final word in the office and at home. That final word is “Yes Ma’am.” — Texas L. Smith, OD, Dr. Texas L. Smith & Associates, Citrus Heights, CA
  • Coming in early every day to prepare for the day ahead. Worst: not recommending lens treatment options to patients. — Mark Perry, OD, Vision Health Institute, Orlando, FL
  • My best habit is following up with every patient to make sure they are totally satisfied with their eyewear and contacts. — Annette Prevaux, The Visionary Inc, Allen Park, MI
  • Best habit is that I never stop learning. My worst is I tend to move on to new things before finishing and follow through on my new knowledge. — Selina McGee, OD, Precision Vision, Edmond, OK
  • Best: Drive and passion. Worst: Procrastination. But then again, Rome wasn’t built in a day … it was built the night before it was due! — Steve Nelson, Eye Candy Optical, Westlake, OH
  • Best: Hard worker; worst: the piles on my desk. — Kristina Swartz, The Eye Site, Mishawaka, IN
  • My best is arriving on time and making sales. My worst habit is snacking when its slow. — Pam Neagle, Austin Eyeworks, Austin, TX
  • Best habit: over organized. Worst: smoking. — Andrea Schall, Armstrong Eye Care, Kittanning, PA
  • My best habit is having a plan, writing it down in accomplishable steps. My worst is executing said plan. It’s not as bad at work, but in life I will find every excuse to put it off. — Erin D’Elia, 3 for 1 glasses, St. Catharines, ON
  • My best habit would be making the patient feel understood, comfortable and help them have fun picking out their new glasses. My worst is being too efficient! — Selena Jachens, Urban Eyecare & Eyewear, West Des Moines, IA
  • No matter what kind of day I am having, the moment I walk into the exam room, I am on stage and I am always friendly, smile and ask about their life. Worst habit is I need to eat a snack by 10AM. — Scott Keating, OD, Vision Trends, Dover, OH
  • Best habit I have is personally learning all my customers’ names. Worst is not always keeping up with paperwork. — Jocelyn Anderson, National Vision, Riverdale, GA
  • Keeping promises. Sleeping. I like sleeping. — Angel Miller, Cynthiana Vision Center, Cynthiana, KY
  • I think my best habit is to be as organized and deliberate as I can possibly be. As for my “worst” habit, I think I say exactly what I think without any filters — a habit picked up in the Army — even when I know that it may not go over well. — Pablo E. Mercado, LensCrafters, Alpharetta, GA
  • My best habit is “checking in” with people; staff, family, friends… I make sure even if I’m busy with other things to check in on people and make sure they are having a good week, etc. Worst habit? Somewhat disorganized and a little forgetful at times. I always buy a planner with the intent of using it but it usually ends up basically empty. — Cynthia Sayers, OD, EyeShop Optical Center, Lewis Center, OH
  • Worst would be my cluttered desk. I know where everything is but others not so much. Best would be that I try to always be positive with staff and patients, smile and greet them by name. I once heard that you should say someone’s name at least three times in conversation. It tends to have a positive effect on people and helps you remember their name. This often eases tension when I am asked to speak to an unhappy patient. More often than not, they are content by the end of our talk. — Dawn Christman Munoz, North Valley Eye Medical Group, Indian Hills, CA
  • Best: Staying informed on all things optical! Helps preserve our patients confidence. Overdoing my work load would have to be the worst thing I do on a daily. — William Chancellor, Eye Can See Eyewear, Hampton, GA
  • Best: I make home cooked meals at least five or more times a week. Worst: I tend to usually be late as much as I try to plan ahead. I blame Chicago traffic and weather. — Diana Canto Sims, OD, Buena Vista Optical, Chicago, IL
  • Worst is being a micromanager; best is great efficiency and speed at finishing tasks. — Larah Alami, OD, Hudson River Eye Care, Tarrytown and White Plains, NY
  • Best: patient rapport; worst: writing notes on files. — Rick Rickgauer, Vision Associates, Girard, PA
  • Multitasking and multitasking. — Bethany Cassar, Complete Eye Health, Holland, MI
  • Show up early. Show up early. — John LaShorne, Brown County Eye Care, Nashville, IN
  • I must have a clean desk — sometimes both the best and worst — it leads me to overwork sometimes just to get things off my desk! — Susie Phillips, Dr. Brendon Johnson, O.D., Pekin, IL
  • Best habit is answering emails as soon as I get them! I know how impatient I get when someone doesn’t instantly answer MY messages… so I like to stay ahead of the game. Worst habit is my “I’ll do that in the morning” pile, because it usually becomes the “Oh, crap… now I REALLY have to do that two days later” pile. — Renee Berry, Nappanee Family Eyecare, Nappanee, IN
  • Worst habit is letting things get piled up. — Bhumika Patel, OD, Redstone Family Vision, Indian Land, SC
  • Best: Staying on top of things. Worst: Impulse buying. — Erika Tydor, OD, Shoreline Eyecare, Shoreline, WA
  • Best habit? I try to lead a prayerful life. Worst habit? I cuss like a sailor and fall off ladders. — Dennis Iadarola, OD, Center For Vision Care, Monroe, CT
  • Work hard is my best, worst is taking it home. — Sabina Krasnov, I2Ioptique, Scottsdale, AZ
  • Habit or hobbit? — Richard H Frankel , OD, Atlantic Cape Eyecare, Wildwood, NJ

What’s the Brain Squad?

If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

Continue Reading

Buzz Session

Many of You Think You’d Be Sorted into Gryffindor with Harry Potter

‘Which Hogwarts House would you belong to and why?’

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THIS MONTH’S QUESTION: If becoming an ECP required lessons in wizardry (and yes, some argue it does), which Hogwarts House would you belong to and why? (Gryffindor: Daring but a little self-righteous; Slytherin: Cunning, aristocratic and power hungry; Hufflepuff: Modest, kind but lacking ambition; Ravenclaw: Intelligent, good looking, cliquey.)
  • Hufflepuff. — Tom Hicks, Oxford Opticians, Oxford, OH
  • It would totally be Gryffindor. Most people that know me will say I am not afraid to take risks. — Bhumika Patel, OD, Redstone Family Vision, Indian Land, SC
  • Gryffindor! — Larah Alami, OD, Hudson River Eye Care, Tarrytown and White Plains, NY
  • Gryffindor… go-getter! — Susie Phillips, Dr. Brendon Johnson, O.D., Pekin, IL
  • Ravenclaw. — Angie Patteson, OD, Sunset Eye Care, Johnson City, TN
  • Gryffindor, I am daring with my frame selections. I LOVE to take someone a little out of the comfort zone with a funky shape or even just a little more color than they are used to. — Maggie Ryan, Optical Arts, Toledo, OH
  • Slytherin: Cunning, aristocratic and power hungry. — Diana Canto-Sims, Buena Vista Optical, Chicago, IL
  • I haven’t seen the movies, but if I have to choose just by reading the descriptions, I would be a member of Hufflepuff or Ravenclaw. — Rigo Lopez, Gilman &Vorster Optometry, Indio, CA
  • Slytherin, always looking for ways to make more sales which requires some cunning and always power hungry. — Pam Neagle, Austin Eyeworks, Austin, TX
  • Hufflepuff … because that’s what Pottermore told me! — Erin D’Elia, 3 for 1 Glasses, St. Catharines, ON, Canada
  • Ravenclaw. — Amy Pelak, Proview Eyecare Optometry, Corona, CA
  • Gryffindor. In pursuing a new practice, we expect our staff to excel at customer service and exceed our patients’ expectations. Five years in, our reviews show we are doing what we set out to do, but we are always looking for ways to improve! — Pam Peters, Midwest Eye, Downers Grove, IL
  • Gryffindor. — Tabitha Fuller, Thomas Eye, Palmetto, GA
  • Ravenclaw. — Robert M Easton, Jr., OD, FAAO, Oakland Park, FL
  • Gryffindor, we like to try new things and can be a bit stubborn in our quests! — Selina McGee, OD, Precision Vision, Edmond, OK
  • Why pick one when a combination of them all would be ideal! A quality from each House will make for a well-rounded ECP! — William Chancellor, Eye Can See Eyewear, McDonough, GA
  • Merlin, Arthur and the Knight of the Round Table. — Dave Goodrich, Goodrich Optical, Lansing, MI
  • None. I’d go with Starfleet Academy! — Dennis Iadarola, OD, Center For Vision Care, Monroe, CT
  • Gryffindor: A kind leader. — Chris Mark, OptiMark, Des Moines, WA
  • Definitely Gryffindor, some of the best opti-wizards come from here! Defeating a troll or surviving a game of quidditch makes being an ECP look easy! Doreen Erbe, Snyder Eye Group, Ship Bottom, NJ
  • Gryffindor, huge Harry Potter fan, the only house to choose! — Deb Jaeger, Eye Center of the Dakotas, Bismarck, ND
  • Gryffindor. You have to be willing to take chances and believe in yourself. — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • Ravenclaw. — Kate Giroux, MacPherson Opticians, Arlington, VA
  • I’m a perfect split: 50% Gryffindor/50% Slytherin. — Harris Decke, Eye Designs of Westchester, Scarsdale, NY
  • Hufflepuff but wishing I was cunning and power hungry like Slytherin. Oh well, I gotta be me, right? — Tom Brillante, OD, Decatur Eye Care, Decatur, GA
  • Gryffindor, can’t be a great OD without being daring and taking the occasional chance. — Kenneth D. Boltz, OD, LLC, Dublin, OH
  • I am sorted into Ravenclaw but have always felt I belong in Hufflepuff! — Stephanie Crowley, Sie Eyecare, Charlotte, NC
  • Gryffindor, you have to have balls to make it big in this profession. — Adam Ramsey, OD, Socialite Vision, Palm Beach Gardens, FL
  • I’m definitely a wizard. Everyone always tells me so. I’d have to say I’d be a member of Ravenclaw. I’m super educated in what I do, and I just happen to be very good looking!! — Jade Kowalick, Ryczek Eye, St Petersburg, FL
  • Ravenclaw. — Heather Harrington, Elevated Eyecare, Denver, CO
  • Gryffindor; daring: constantly looking to improve and change what we do and how we do it, and self-righteous: due to confidence from years of experience. — Pam Housley, Texas State Optical of Nederland, Port Arthur, TX
  • Ravenclaw. — Ron Hansen, Southwind Eyecare, Hutchinson, KS
  • Since I am a Ravenclaw in every “Which Hogwarts House do you belong in?” quiz I have ever taken, I will have to stick to being a Ravenclaw professionally too. Always creatively problem solving, selling beautiful frames, and treating patients like family! — Jenna Gilbertson, McCulley Optix Gallery, Fargo, ND
  • Gryffindor. — Kyle Kravick, Davis Duehr Dean, Portage, WI
  • Ravenclaw, but only because that’s the House I’m sorted into on Pottermore. There should be a House for Chameleons that become whatever’s needed! — Angel Miller, Cynthiana Vision Center, Cynthiana, KY
  • Ravenclaw! Great question! — Amy Kraemer, Optometric Eye Care Centers, Maplewood, MN
  • Honestly, I have never read Harry Potter so I don’t even get these references but based on descriptions I would say a mix of Gryffindor and Slytherin. — Josh Bladh, Dr. Bladh OD, Diamond Bar, CA
  • Gryffindor, I’m not afraid to step out of the box to solve problems and my stores reflect this as well. We are independent focused and offer brands and service that you can’t find anywhere nearby. — Travis LeFevre, Krystal Vision, Logan, UT
  • Gryffindor for sure. I know am a great optician and I will make sure you know it too. — Jason Stamper, Eye Care Pavilion, Davenport, IA
  • Personally, I would be in Ravenclaw. As an office, we would be in Hufflepuff! — Judy Scheuerell, Fox Valley Family Eye Care, Little Chute, WI
  • Gryffindor. — Christine Howard, Attleboro Vision Care, Attleboro, MA
  • Gryffindor, no question. Ever since I left the grind of corporate optical it’s been a welcome change to select my own frames and lab work. I’m not as daring as I’d like to be with frame selection but I have to cater to my small demographic. And, unfortunately, that goes double for my men’s frames. — Rick Rickgauer, Vision Associates, Girard, PA
  • Ravenclaw: We aspire to have our patients look intelligent in their new eyewear and look “elevator good” so people in an elevator will ask where they got their eyewear. — Texas L. Smith, OD, Dr. Texas L. Smith & Associates, Citrus Heights, CA
  • Gryffindor: I own an optical shop. I’ve worked really hard and have taken a lot of chances. When things were successful I was a little self-righteous. — Jennifer Leuzzi, Mill Creek Optical, Dansville, NY
  • I’m actually in Slytherin, but by those descriptions, most probably Gryffindor. I like to try new things and bring my sense of humor and flare to the optical. — Frances Ann Layton, Eye Associates of South Georgia, Valdosta, GA
  • Ravenclaw. — Betty Aretz, The Eyecare Boutique, Wexford, PA
  • Hufflepuff. — Annie Thompson, Lawrence Eye Care Optical, Lawrence, KS
  • Gryffindor: No guts, no glory. I like to do what others say can’t be done. — Annette Prevaux, The Visionary Inc, Allen Park, MI
  • I would have to start my own house. Intelligent, daring, ambitious but also modest. — Leisa Lauer, Dr. H Michael Shack, Newport Beach, FL
  • Slytherin. — Colleen Galanti, Pascarella Eye Care & Contact Lenses, Newtown, PA
  • Gryffindor all the way. — Scott Keating, OD, Vision Trends, Dover, OH
  • Gryffindor? But I know very little Potterverse … I’m more of a unicorn than a wizard, anyways. All my talents come naturally rather than through schooling! — Jen Heller, Pend Oreille Vision Care, Sandpoint, ID
  • Gryffindor. — Ron Catterson, Clear View Optix, The Villages, FL
  • Gryffindor. — Marc Ullman, OD, Academy Vision, Pine Beach, NJ
  • I’m a little of each I think…what does that make me? A Gryffindor? — Zachary Dirks, OD, St. Peter and Belle Plaine Eyecare Centers, Saint Peter, MN
  • A blend of Gryffindor and Hufflepuff depending on mood. — Bob McBeath, Edina Eye, Edina, MN
  • Hufflepuff right now! — Bridgett Fredrickson, Whelan Eye Care, Bemidji, MN
  • Gryffindor … Harry definitely would’ve wanted me on his team. — Andrew Romeril, OD, Torrey Highlands Optometry, San Diego, CA
  • Gryffindor. — Todd Lapointe, VIP EYES, Portland, ME
  • Ravenclaw. — Kelsey Ruminer, Kavanaugh Eye Care, Little Rock, AR
  • Gryffindor because it just fits me! — Scott Felten, Fox Valley Family Eye Care, Little Chute, WI

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