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The Single Absolute About Customer Returns and More Rules for ECPs

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Rule 584: Know that any request for a return will come with the assurance, “But I never wore them.”


Rule 873: If, when asked “Can you work with me on the price?” your answer doesn’t start with the word “Sorry…” you are headed down a very slick, very steep slope.


Rule 601: There’s nothing wrong with your sales team that a little Robert Bell couldn’t cure.


Rule 81: Don’t prejudge. Just because a patient uses Medicaid doesn’t preclude them from owning a brand-new iPhone 7 Plus.

 

This article originally appeared in the February 2017 edition of INVISION.

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When You’re Passionate About Eye Care, the Right Technology Matters

Lisa Genovese, O.D., strives to give her patients the very best. At Insight Eye Care’s multiple locations, Dr. Genovese provides optimal care for her patients using the Reichert® Phoroptor® VRx Digital Refraction System. In this second Practice Profile Video from Reichert’s “Passionate About Eye Care” series, take a closer look and see how this eye care professional achieved a better work-life balance with equipment that’s designed and engineered in the U.S.A.

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Sanity Files

A Husband and Wife Team that Found Sanity is Slowing Down

The perfect formula is see fewer patients, spend more time with them and enjoy the occasional dinner out.

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Drs. Michael and Kimberly Hoyt
Artisan Eyeworks, Ashland, OR

This February — the month dedicated to love — we highlight a husband and wife team, who after seeing 40 plus patients a day for 20 years, found love again … the love of optometry. They opened Artisan in 2014 to see fewer patients and spend more time with them. They enjoy watching something they built from scratch thrive, being involved in the optical, and being able to have genuine relationships with their patients. In comparison to their old lives, stressful days are rare, but on those days they get out late, “We’ll go out for a nice dinner,” shares Michael. “We’re lucky to have quite a few really good restaurants in Ashland.”

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True Tales

Sometimes Customers Need to Get There on Their Own

A tale of one customer who thought complaints alone would solve his problem.

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A customer called with a complaint about his glasses. Our optician asked him several times to bring the glasses in so we could look at them, while the customer continued to complain. The optician finally said, “Sir, please hold them up to the phone so I can take a good look at them.” (This was before FaceTime.) The customer replied, “You can’t see them over the phone.” To which the optician replied, “You are correct, sir. Please bring them in.” — Bob McBeath, Edina Eye, Edina, MN

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Sanity Files

For this Austin OD Family Time and Orange Theory are on Her List of Must Haves

Of course snorkeling in Maui and skiing in Colorado aren’t too shabby either.

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Dr. Courtney Rhodes
Optique, Austin, TX

It’s official, no eyecare business owners like insurance… not that this should come as any surprise to INVISION readers. Dr. Courtney Rhodes, of course, is no different. Add to that “worrying about the race to the bottom with online retailers” and you have her two least favorite things about running her business. Thankfully, the lifelong patient connections she makes, the freedom to think outside the box, and curating fun eyewear for her optical makes up for it. She also has spending time with her family and pets to look forward to at the end of the day. “We’ll cook dinner as a family to catch up on each other’s days, go on a walk with our dog, or my husband and I will enjoy a glass of wine together.”

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