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Eyecare Pros Talk About Their Most Important Customers

All your customers are special, but some earn a special place in your heart.

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Now let’s be clear… All customers are important. And all customers should be treated as such… but when we asked our readers about their most important customer, we didn’t mean it generally, we wanted specifics. Eyecare is an intimate undertaking and as such sometimes there are people who just become extra special. Second families, friends, lovers … sometimes “Can I help you?” can be the start of a beautiful relationship. And if none of these stories resonates with you, just remember the words of Kyle Kravick of Davis Duehr Dean in Portage, WI: “Most important? The next one through the door.” Because, hey, you never know!

I reconnected with an old schoolmate that later became my husband … for about three years anyway! – Julie Uram, Optical Oasis, Jupiter, FL

My most important patients have been members of C ongress and state senators. It gave me a chance to provide comprehensive eyecare and demonstrate how valuable optometry is to Americans. It also created a relationship in Washington and Tallahassee that helps the profession. – Robert M. Easton, Jr., OD, FAAO, Oakland Park, FL

In 1970, a patient told me about a commercial building that was going up for sale. I now own that building and it houses my practice. Best $12,000 I ever spent. – Texas L. Smith, OD, Dr. Texas L. Smith & Associates, Citrus Heights, CA

I have a family — a grandmother, mother, and three daughters — that have become like family. I’ve done all their glasses and took time getting to know them. Over the years we’ve become closer and closer. There’s nothing like having a second family when your own is far away! Frances Ann Layton, – Eye Associates of South Georgia, Valdosta, GA

About a year after I opened my optical shop, I went through some heartbreaking life changes. Several of my customers rallied and promoted my business, invited me to join the local Rotary Club, and supported my shop. All those things took my life in a better direction; I will be forever grateful! – Jennifer Leuzzi, Mill Creek Optical, Dansville, NY

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We did sports vision training for years, and still do occasionally, so there are a handful of athletes we keep in contact with. About half have made the big leagues and the other half are great people who have become some of our biggest advocates.” – Josh Bladh, Dr. Bladh OD, Diamond Bar, CA

Had a patient who lost both eyes during WWII. He lived every day to its fullest with a sense of gratitude and humor that always lifts my spirits, reminding me of the amazing gifts in my life. Thinking of him always makes my day! – Dennis Iadarola, OD, Center For Vision Care, Monroe, CT

Actually, we’re a customer of theirs! My lab rep from Luzerne, Bernie Kastan. I met Bernie on one of my first days over six years ago. The relationship has developed into a friendship. We play golf and we don’t live across the street from each other. There are golf outings that focus on business, but this one will be filled with great conversation. – Rick Rickgauer, Vision Associates, Girard, PA

My most important customer was my husband! I had not seen him for years — we went to high school together — and he came in as I was finishing for the day. He asked for an exam because he was wearing old contacts (they were the dirtiest lenses I have ever seen). I stayed and did the exam. He asked me out and we just celebrated our 25th anniversary! – Kimberly Riggs, OD, Ligonier, PA

I have a nycz patient who has become my go to office handyman. My staff calls him for everything from changing light bulbs to patching cement. (His name is actually Nycz!) – Marc Ullman, OD Academy Vision, Pine Beach, NJ

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My most important patient ever was actually a whole family of five children that did vision therapy. I quickly became attached to them as if they were my own. I eventually got invited over to their house and it turned into a great friendship! – Jade Kowalick, Ryczek Eye, St Petersburg, FL

I’ve developed many friendships with customers through the years simply from taking an interest in them and filling their needs. I know the staff thinks they are actually personal friends, but that’s just how I treat them when they come in. – Pam Housley, Texas State Optical of Nederland, Port Arthur, TX

My most important customer became my wife. We met years before we ever dated in the practice, one day it clicked. We’ve been together for 13 years. – Kevin Count, Prentice Lab, Glenview, IL

Having built a career in service journalism, Dee has been covering the eyecare industry for over a decade. As editor-in-chief of INVISION Magazine, she is passionate about telling independent ECPs stories and can be reached directly at [email protected]

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