Episodes

Optometry's Purple Cow - E56 Highlights from this episode: Optometry's Purple Cow (00:48) Office Talk: Recruiting a Doctor, Ruth's Chris, & Office Updates (15:30) The Purple Cow is a book by Seth Godin and I would highly recommend it! In this episode I apply the concepts in this book regarding marketing to our practices. Listen in and see where you fall in the Innovation Adoption Cycle and how you can use that to make your business better! (00:48) In this week's office talk I talk about my strug...

3 Ways to Grow Your Practice 2X - E55 Highlights from this episode: 3 Ways to Grow Your Practice 2X (00:) Office Talk: Convo with my Mentor (13:41) There are so many little tricks out there claiming to be the "silver bullet" to success. Well, this one my friends just makes sense intuitively. If you have a goal, what is something you can do that may not GUARANTEE you hit it but it will vastly increase your chances and in all reality, it will force you to grow and learn even more than you had thou...

Step-by-Step Guide to Amazing Customer Service: Part 2 - E54 Highlights from this episode: Step-by-Step Guide to Amazing Customer Service: Part 2 (00:42) Office Talk: Managed Care, Practice Purchases, & New Rules (14:37) In this week's episode, we are picking up where we left off last week in our guide to Amazing Customer Service. In part 1 we talked about: analyzing the Rx, knowing the patient's pain points, and style. Today we wrap it up with the last few steps to make that stand-out experienc...

Step-by-Step Guide to Amazing Customer Service: Part 1 - E53 Highlights from this episode: Step-by-Step Guide to Amazing Customer Service: Part 1 (00:43) Office Talk: Growing the Practice & Office Culture (22:59) We talk about this all the time on this podcast and that is the importance of customer service. In this episode I give a step-by-step guide to implementing that in your optical. I'm talking from how to set it up and explain it to your staff to the actual practice of doing it. I had to b...

Are You Meeting Patient Expectations? - E52 Highlights from this episode: Are You Meeting Patient Expectations? (00:54) Office Talk: Blood in the Water & Staff Perks (18:06) What makes a great patient experience? The answer is meeting (or exceeding) the patient's expectations. The first step in this is figuring out what your patients' expectations actually are. You might be doing things that you think far exceed what's expected but the patient views it as a given. This segment is all about how t...

3 Keys to a Successful Optical Patient Experience- E51 Highlights from this episode: 3 Keys to a Successful Optical Patient Experience (00:42) Office Talk: Luxury Frame Lines & Staying Cutting Edge (19:28) In most practices, optical is a huge profit center. Patients will spend more time in optical than with you and since it is such a huge chunk of their time in your office, you need to make sure they are blown away by the service and care they receive there. Not to mention, whatever they come o...

5 Keys to a Great Office Culture - E50 Highlights from this episode: 5 Keys to a Great Office Culture (00:38) Office Talk: Recalls, Favorite Tools, & Culture Index (13:07) If you have ever had a GREAT employer, you can probably attest to the fact that it had a great culture. That, my friends, is the secret sauce of an amazing workplace for both the owner/doctor and the rest of the staff. Creating this great culture and then KEEPING it despite the inevitable turnover of staff is crucial. In this...

5 Hats You Need to Wear as a Practice Owner - E49 Highlights from this episode: 5 Hats You Need to Wear as a Practice Owner (00:56) Office Talk: Morning Huddle, New Hire Progress (15:57) As a practice owner, it can be easy to get lost in the weeds and not spend your time and energy on the most productive things. Learning what is worthy of your attention is the first step. It has taken me a decade to figure this out and as my practice grows and changes, I believe these 5 things will continue to h...

4 Keys to Starting an Office - E48 Highlights from this episode: 4 Keys to Starting an Office (00:45) Office Talk: New Office Design, Marketing (15:50) Having started one practice a decade ago and staring down the barrel of opening another one, I am acutely aware of several things that I believe are a top priority to make a successful new office. Some of these I've had to learn the hard way over the years and I will not underestimate their importance again. (00:45) Big things are happening with...

7 Things Your Patients Want: Part 2 - E47 Highlights from this episode: 7 Things Your Patients Want: Part 2 (00:34) Office Talk: Expo East & Practice Evaluation (12:05) This week we are wrapping up the 7 Things Your Patients Want and trust me you need to know all of these! Not only will this connect you more to your patients, but it will help you direct your time, effort, and energy to things in your practice that will actually make a difference to the people that matter most: your patients. (00...

7 Things Your Patients Want: Part 1 - E46 Highlights from this episode: 7 Things Your Patients Want: Part 1 (00:47) Office Talk: New Frame Lines, Online Presence (13:02) Patients have demands of us. When we forget this, the patient experience suffers and they will not stick around. This is Part 1 of a 2 part series on the big things that patients want. Some of them you may not expect so tune in and get the full run down! (00:47) Things are moving along with the new office and in creating the vis...

Multifocal Conversations You Need to Have - E45 Highlights from this episode: Multifocal Conversations You Need to Have (00:37) Office Talk: Meetings, New Office, New Hire, Oh my! (11:36) Out of all the glasses/contacts we prescribe, multifocals could probably be considered the "problem child". These Rx's (and really the patients too for that matter) require some additional care and explanation if it is to be successful. In this episode I lay out the key conversations you need to have to make th...

Ultimate O.D. Nugget - The Vision Welcome to our new addition: The Ultimate O.D. Nuggets! These are quick mini-episodes where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget it's all about the vision. A vision is a living, breathing entity. If you don't nurture it, it will die. Enjoy! Join in the fun and subscribe to the podcast to keep up with all the great content coming down the pipe! For exclusive content, be sure to register your email on...

4 Simple Strategies for Growth - E44 Highlights from this episode: 4 Simple Strategies for Growth (00:45) Office Talk: Cold Start Practice Updates & Scleral Progress (:) If I were to ask you if you wanted to grow your practice, I'm sure the answer would be a resounding "YES"! The question then becomes, "how?". It's easy to have paralysis by analysis at that point if you don't have a clear vision or actionable steps to actually grow specific areas of your practice. That is what this run down is ...

Ultimate O.D. Nugget - Connecting Welcome to our new addition: The Ultimate O.D. Nuggets! These are quick mini-episodes where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget I'm talking about connecting with people and building relationships. Enjoy! Join in the fun and subscribe to the podcast to keep up with all the great content coming down the pipe! For exclusive content, be sure to register your email on our website and I will be sending o...

Principles of GreatCustomer Service - E43 Highlights from this episode: Principals of Great Customer Service (00:47) Office Talk: Analyzing Current Office for New Practice Decisions (9:41) A great example of exceptional customer service is how a conflict is handled. This is an art my friends and something that I have slowly been improving on since I began practicing. I have consolidated what I've learned down to several principals to easily share with you. (00:47) Whenever you open an office, yo...

Ultimate O.D. Nugget - The Power You Have Welcome to our new addition: The Ultimate O.D. Nuggets! These are quick mini-episodes where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget I am talking about the power that you have and how it affects others. Enjoy! Join in the fun and subscribe to the podcast to keep up with all the great content coming down the pipe! For exclusive content, be sure to register your email on our website and I will be ...

Setting Up a Successful Optical - E42 Highlights from this episode: Setting Up a Successful Optical (00:50) Four Questions: Least Favorite Part of the Job? (12:49) Office Talk: Big Announcement!! (21:03) Optical is a huge part of our practices (usually) not only for revenue but also just the sheer space it takes up. I strongly believe that an old, dark, and outdated optical is a great way to discourage patients from buying their glasses from you. Don't worry though, I have a few ideas that migh...

Ultimate O.D. Nugget - Taking Care of Your People Welcome to our new addition: The Ultimate O.D. Nuggets! These are quick mini-episodes where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget we discuss the importance of taking care of your team. They are what is going to get you through and build an amazing practice and if you don't take care of them, in this job market, they are going to find something better. Enjoy! Join in the fun and subscr...

5 Ways to Keep Optical Simple - E41 Highlights from this episode: 5 Ways to Keep Optical Simple (00:44) Four Questions: What you love about what you do? (11:00) Office Talk: The Week of Students (15:56) Optical is a large part of the majority of practices. If not set up correctly, it can be an area that can cause patients to glaze over and force your opticians into giving a mini-lens school just to explain the decisions they have to make. My advice: KEEP IT SIMPLE! Both your patients AND your op...

Ultimate O.D. Nugget - Real Life Customer Service Example Welcome to our new addition: The Ultimate O.D. Nuggets! These are quick mini-episodes where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget I give a real life example from my own practice of a situation in which we (in my opinion) provided exceptional customer service. Let how I handled it be a great example or a horrible warning. Enjoy! Join in the fun and subscribe to the podcast to k...

Keys to an Efficient Practice - E40 Highlights from this episode: Keys to an Efficient Practice (00:40) Four Questions: What did you know that you found out was wrong? (11:22) Office Talk: Sclerals & Staffing (19:59) We all know that there are a million little things that go in to a day in the office. Between all those things, I guarantee there are ways to make it more efficient. Today I give you just a few ways that I have found in my own practice to maximize efficiency which in turn will save...

Ultimate O.D. Nugget - The Business of Optometry Welcome to our new addition: The Ultimate O.D. Nuggets! These are quick mini-episodes where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget we discuss how to learn the business side of an optometric practice. It's easier than you think. Enjoy! Join in the fun and subscribe to the podcast to keep up with all the great content coming down the pipe! For exclusive content, be sure to register your e...

5 Steps to Marketing Your Practice Like a Pro - E39 Highlights from this episode: 5 Steps to Marketing Your Practice Like a Pro (00:42) Office Talk: A Visit from Dr. Hass (14:37) When times are tough or budgets need to be pared down, usually marketing is one of the first things to go unfortunately. I think marketing is usually put on the back burner because they are not good at it or they do not know where to start. Today I go over 5 simple steps to help you jump start your marketing and set you...