Some companies get it just right when it comes to customer appreciation and I think Brighton is one of them. I have been a Brighton handbag fan for a long time for several reasons: I don't like changing purses so need a good all round every day bag that I can use with almost any outfit I like good looks, good quality along with … [Read more...]
Everybody says they have great customer service. I want to share with you some examples of great customer service from a 'consumer point of view' and a private pay patient. My tale of three Doctor Visits and how getting spoiled turned me into a long term loyal patient and one that refers. I love my dentist office or I should say I love the … [Read more...]
At the beginning of the new year I read what I felt was a great article in Forbes by Larry Downes called Why Best Buy is Going out of Business...Gradually". For those who don't want to read it, the article explains how despite losing some of its fiercest competitors such as Circuit City and having a electronics sales market share of close to 33% … [Read more...]
Lessons from Vision Expo West....(before ever entering the show) As business people we take lessons from all sorts of things in our lives. Allow me to share some of my experiences staying at the Flamingo Hotel in Las Vegas during Vision Expo West in September and how they can be learning tools. I've stayed at the Flamingo numerous times. It is … [Read more...]
Awhile ago Shirley and I ran a survey with our readers and received valuable feedback in which we learned quite alot about how we are doing good and bad. We thank each of our readers that responded What you wanted to know more about: 1.) Competing With Chains and Interviews With Independents and Private Practice We have contacted a few … [Read more...]
Mike Bellomo at Opticote sent us his Amazing Customer Service experience that was thought provoking. If you think about it, what were your amazing customer service experiences? 'The other day my wife and I had an appointment to see a design consultant at a flooring tile company. We arrived at exactly on time, 9:00 a.m. on Saturday. We here … [Read more...]
Last year we did a post on an optometrist that won a unilingual lawsuit. In another case in Augusta, Maine, " A human rights panel on Monday sided 3-1 with a man who said he was a victim of disability discrimination when a South Portland optometrist failed to provide him with a qualified interpreter during an eye exam." I guess sometimes you … [Read more...]
Doug Fleener had this excellent post from the Retail Contratrian on are you a customer- Centric Company. I thought it was excellent and challenge our readers to take the test. The Customer-Centric Company Here are seven signs that you're running (or working for) a truly customer-centric company: 1) The CEO or owner talks constantly about … [Read more...]
Eye docs and optical professionals are constantly struggling with competitive online contact lens sales. Refusing to give Rx's for contact lenses can make a patient frustrated, confused and a little angry as well it might be against the law: I recently read From The Student Doctor Forum, not to say it's against the law not to give the Rx and they … [Read more...]
The viral campaign has begun on the high cost of eyewear and lenses. You have all read about the Today Show article plus all the other articles on why pay more. Then I came across this other article on What Are Your Eyes Worth To You about measuring your PD. 'So what should we, the customers, do about this? Well, first, you can ask your eye … [Read more...]
One topic that has come up over the last 20 years, is what to give away and what to charge for in eyecare offices. Today with the consumer increasingly shopping online and coming into the office and wanting free adjustments, free nosepads, free advice, the question always arises- Should you charge? OptiBoard had some some great tips on how and … [Read more...]
We at the Optical Vision Site are always interested in the competitions and freebies going on in the optical industry. Our main reason is to see if there is something we want to pass on to our readers and if provides new information that we should know about. Sometimes we find that a competition will refocus us on an important topic - Frames … [Read more...]
Thanks to everyone who already commented on Monday's post Comments are Rewarding – for You and Your Optical Business. We received really helpful feedback which will help us improve our optical blog. Plus we got some good ideas for future posts and projects. Nearly all the comments were positive (sigh of relief) but not all of them so we know … [Read more...]
The existence of Internet and Social Media sites allows a lot more visibility of any comments your optical customer may make about an experience with your business. This makes it even more important to be aware of comments both positive and negative. Feedback from customers can be a helpful way of improving your eyecare services and for positive … [Read more...]
Lens Chic over at EyeOverHeard has been on a roll sending us little consumer eyecare questions, that you might want to address in your eyecare office. For once, Yahoo answered right!! 'Recently I have made a habit of wearing magnifying eyeglasses. Like the kind that you can buy at pharmacy's. I wear the lowest magnification, and when I take them … [Read more...]
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