All customer service Articles
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906Staff ManagementAn Easily Overlooked Way to Boost Practice Efficiency and Patient Trust
The importance of spotlighting the role of your opticians By Andrew Bruce, LDO, ABOM, NCLEM, FCLSA Oct. 1, 2025 Most patients who...
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1.3KGeneral ManagementThe Personalized Vendor Partnerships Helping One Practice Thrive in Three Rural Communities
Two transformative vendor partnerships.
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2.7KFrom Our EditorsThe Pot Odds of Optometric Risk: When Playing It Safe Is Riskier Than You Think
Optometry risk management By Thanh Mai, OD July 23, 2025 In optometry, applying pot odds means shedding habits that seem “safe” but...
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3.4KStaff ManagementHow Setting Effective Goals for Opticians Increased Our Second-Pair Sales by 75%
Encouraging greatness in opticians.
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3.8KGeneral Management4 Trips, 4 Improvements that Transformed My Practice
Taking a cue from masterful hospitality businesses.
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857Patient EngagementHow Disneyland’s Magic Can Cast a Spell on Your Practice’s Profitability
Disney-inspired patient experience.
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1.8KFramesFrom Tech to Touch: Changes to Make to Keep Patients from Shopping Online
Creating raving fans in optometry through "Emotional Service."
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2.8KGeneral ManagementYear-End Review: Saying Thank You & Noting What to Do Better Next Year
Expressing gratitude & conducting year-end review.
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1.0KStaff ManagementHow Visits to Two Steakhouses Improved Our Staff’s Ability to Sell Premium Eyewear
Learning the value of premium eyewear.
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3.0KStaff ManagementChange the Patient Conversation from ‘Cost’ to ‘Savings’
Increasing optical sales through patient engagement.
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1.7KGeneral Management3 Mistakes We Corrected to Create a Practice with $634 Per-Patient Revenue
Improving patient experience & profitability by correcting practice management mistakes.
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1.6KFrom Our EditorsCustomer Service – Which Token Will You Choose in Your Optometry Practice?
Customer service token theory and optometry best practices By Bethany Fishbein, OD Sept. 11, 2024 I spoke with a doctor recently who...
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739LensesOptometry Practice Growth Opportunity: Increasing Practice Profit $123K Annually
Lenses offering improved care and a big profitability boost.
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2.3KFrom Our EditorsBuilding a Visionary Practice with Wally’s Burger Express as Inspiration
Offering an unparalleled patient experience. By Laurie Sorrenson, OD, FAAO March 6, 2024 As I was driving home from the hospital after...
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4.2KFramesThe Real Story of How Bad Customer Service Triggered the Founding of LensCrafters
How a customer-service focus helped launch LensCrafters.
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4.2KFrom Our EditorsThe Magic of “That’s Horrible!”
A phrase that’s exactly what angry patients want to hear. By Laurie Sorrenson, OD, FAAO Dec. 13, 2023 Have you read the...
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3.8KGeneral ManagementThe Service-Driven Sales Approach that Increased Our Revenue Per Exam 10%
The difference service-driven sales makes to patients & practice profitability.
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4.5KMarketing6 Actions We Take to Maintain a 75-80% Patient Return Rate
Actions to take to keep patients coming back for more.
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4.1KPatient EngagementDo These 3 Things to Map Your Patients’ Journey & Transform Their Experience in Your Office
Learning exactly what your patients experience in your office.
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8.6KFrames4 Ways to Compete with Online Retailers & Achieve a 100% Increase in Second-Pair Sales
Improvements that can make your practice much more competitive.
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5.1KPatient Engagement4 Transformational Principles that Built a Practice with an 80% Patient Return Rate
Using lessons from outside of optometry to provide better care & spur practice growth.
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11.6KLensesThe Most Important Things to Do to Reduce Glasses Remakes
Tips on reducing glasses remakes to ensure patients' expectations are exceeded.
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3.2KWebinarsHow Do You Deliver the Best Patient Experience from A-Z?
Learn how to exceed patient expectations and generate friends & family referrals.
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10.0KStaff ManagementHow to Ensure Your Opticians Keep the Focus on the Patient
Tips for building the optical team you need.
