Episodes

The Patient Experience: Part 2 - E34 Highlights from this episode: Patient Experience: Part 2 (00:50) Office Talk: Mistakes & Office Updates (18:48) Closing Thought: The Hedonic Treadmill (28:11) In Part 2 of our Patient Experience series, we follow the patient through their actual exam with you and through the optical process. Remember to take a good look at your practice from the patient perspective to identify inefficiencies, issues, or areas that could be better. (00:50) There's a small mist...

Ultimate O.D. Nugget - Vendor Relationships 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 Dr. Lillie gives some great advice on how to handle relationships with your vendors and use them to your advantage. 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 reg...

The Patient Experience: Part 1 - E33 Highlights from this episode: The Patient Experience Part 1 (00:46) Office Talk: Be My Valentine (14:26) Over the next few episodes I am going to go through the patient life cycle and experience with you. I believe it's important to take a different perspective to know where you need to improve your practice and who better to take that perspective from than the consumer! Don't miss out on this segment and you will find some great ways to improve that you prob...

Ultimate O.D. Nugget - Staff Buy-in 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 Dr. Lillie gives some great ways to get staff buy-in and then use your happy staff to get your patients excited as well. 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 regist...

5 Ways To Be Involved in Your Community & Grow Your Practice - E32 Highlights from this episode: 5 Ways to be involved in your community & grow your practice (00:40) Office Talk: Hiring updates, improving office efficiency, and the power of collaboration (10:45) You want to build good will and get noticed? Take care of and be involved in your community! In this segment I will give you 5 ways I do this with my practice and hopefully you will find these to be helpful in your practices as well. You...

Ultimate O.D. Nugget - Managing Your Emotions in Leadership 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 Dr. Lillie talks about the importance of managing your emotions and keep an even keel in your practice leadership. 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,...

5 Principles of Effective Hiring - E31 Highlights from this episode: 5 Principles of Effective Hiring (00:44) Answering questions from the audience! (13:03) Office Talk: Hiring Updates & Growing Leaders (16:29) Hiring is a BIG DEAL. If you don't do it right, you are wasting precious time and let's be honest, a whole lot of money on the wrong person. In this segment I give you my 5 principles I use in figuring out who I need to hire for what. (00:44) In today's office talk I will walk you through...

Ultimate O.D. Nugget - Have a Vision Welcome to our new addition: The Ultimate O.D. Nuggets! These are just quick mini-episodes throughout the week where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget Dr. Lillie talks about the importance of having a vision for where you want to be and putting it on paper. Make it tangible and see it become reality. Enjoy! Join in the fun and subscribe to the podcast to keep up with all the great content coming...

4 Ways To Motivate Your Staff in the First Quarter - E30 Highlights from this episode: 4 Ways To Motivate Your Staff in the First Quarter (00:54) Cold Start: Keeping the Troops Happy (09:58) Office Talk: Staff Management & Scleral Update (16:20) We all know the feeling of coming out of the holiday season in December with time off and staring down the barrel of MONTHS with no days off in sight. Today we give you 4 ways to keep your staff motivated through the busiest and the dreariest quarter of ...

Ultimate O.D. Nugget - Staff Management: Dispensing Welcome to our new addition: The Ultimate O.D. Nuggets! These are just quick mini-episodes throughout the week where we bring you a valuable pearl that you can use to start your week out right. In this week's nugget Dr. Lillie demonstrates the importance of your staff knowing how to do an AMAZING dispense. A good dispense gives your patients confidence in their purchase, proper expectations for the adaptation process, AND will save you a ton of...

3 Ways to Prepare Your Team for Success... AND More Profit - E29 Highlights of this episode: 3 Ways to Prepare Your Team for Success... AND More Profit (00:50) Office Talk: Growth and Sclerals! (12:59) Over the past 10 years, I have found some great ways to use preparation to both my patient's and my staff's advantage. In this segment I pass on my key strategies to not only make my staff's job easier in the heat of the moment but also give my patient's an extremely well prepared and smooth exper...

Ultimate O.D. Nugget - Real Life Examples of Losing the Battle to Win the War Welcome to our new addition: The Ultimate O.D. Nuggets! These are just quick mini-episodes throughout the week where we bring you a valuable pearl that you can use to start your week out right. This week's nugget we give you REAL LIFE examples from Dr. Lillie's practice of ways to give exceptional customer service and earn patients for life by losing the battle and winning the war. Enjoy! Join in the fun and subscribe ...

3 Areas Your Staff Has to Own in Your Practice - E28 Highlights from this episode: 3 Areas Your Staff Has to Own in Your Practice (00:52) Office Talk: Learning experiences with sclerals (11:59) Closing Thought: The Dunning-Krueger Effect (22:43) Your staff really is the tip of the spear in your practice. Patients deal with them before AND after you so you want to make sure those interactions go smoothly. In this episode I give you 3 areas that your staff needs to own and be rock stars at to give...

Ultimate O.D. Nugget - CEO Mindset Welcome to our new addition: The Ultimate OD Nuggets! These are just quick mini-episodes throughout the week where we bring you a valuable pearl that you can use to start your week out right. This week's nugget is all about having a CEO mindset so you can best lead your team and create a successful practice. 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 em...

3 Battles You Have To Lose To Win - E27Highlights from this episode:3 Battles You Have To Lose To Win (00:34)Office Talk: Sclerals & OCT (10:08)There are countless mountains you could die on as a private practice owner. The key is picking which ones are worth it. In this segment I discuss what battles you are better off losing to win in the long run. (00:34)I had scleral dispensing appointments this past week and got some great results. Listen to what I am figuring out with I&R's as well as...

Welcome to our new addition: The Ultimate OD Nuggets! These are just quick mini-episodes throughout the week where we bring you a valuable pearl that you can use to start your week out right. This week's nugget is all about staff management and addressing issues the correct way to get good compliance and ideally keep uncomfortable confrontations from demotivating your staff. Join in the fun and subscribe to the podcast to keep up with all the great content coming down the pipe! For exclusive con...

5 Things You Can Do To Increase Optical Sales - E26 Highlights from this episode: 5 Things You Can Do To Increase Optical Sales (00:48) Office Talk: Enacting Change in 2021 (13:22) Closing Thought: Starfish (23:31) Going through optometry school, I think it's safe to say we were taught more about the medical aspect than the business aspect. That being said, there are a lot of things I have had to learn by trial and error on my own and if I can share some of that with you, I will! Today I want to...

How To Stay Motivated in 2021 - E25 Highlights in this episode: 3 Ways To Stay Motivated in 2021 (00:53) Office Talk: Adventures in Scleral-land (11:10) Cold Start: Find a Mentor (22:10) With a new year comes the infamous "resolutions". You've all seen it and have most likely fallen victim yourself to a "goal" or "resolution" that you did not see through. In this episode I lay out exactly how to take these goals, dreams, aspirations and keep your motivation up to complete them long after the ini...

3 Ways For Your Office To Be Profitable When You Are Not Open [Holiday Episode] - E24 Highlights of this episode: 3 Ways For Your Office To Be Profitable When You Are Not Open (00:58) Office Talk: Addressing Customer Service with Your Staff (05:36) What do they always say? Necessity is the mother of invention. I'd say from a business perspective, that is the best way to describe the adaptations we've had to make during the pandemic. One of these changes being, finding ways to still make money wh...

How To Make "Consistency" Increase Your Profitability - E23Highlights from this episode: The Run Down: How to make "Consistency" Increase Your Profitability (0:53)Cold Start: Set Up Your Practice to Have the Ability To Run Without You (10:45)Office Talk: Let's Talk Scleral Lenses! (15:53)Consistency is key no matter what business you are in. Your patients need to know what to expect when they come for an appointment otherwise it will cause unnecessary stress on both them and your staff. Ap...

3 End-of-Year Things You NEED to Be Doing - E22 Highlights from this episode: 3 End of Year Things You NEED to Be Doing (00:46) Cold Start: Let's Talk About the Toys (11:01) Office Talk: Startup vs. Trail Blazer (17:07) You know how it goes. The end of the year is fast approaching and you've got a whole check list of things to do. Well, make sure these 3 things are on there! These will set you up for success in the new year (and tax time!). Trust me, you will want every advantage you can get. (0...

3 Ways to Simplify Optical and Increase Revenue - E21 Highlights from this episode: 3 Ways to Simplify Optical and Increase Revenue (00:51) Cold Start: Take-aways from a Pre-Optometry student (13:55) Office Talk: Growing in the slow times (22:47) When things are complicated, people/customers/patients tend to shy away from them. Your optical is no different. Keeping it simple and easy is the way to ensure both your staff and your patients have a great experience and stick around. This week I give...

3 Ways to Recharge (Thanksgiving Special) - E20 *Apologies for the poor audio quality in this episode* Highlights from this episode: 3 Ways to Recharge (00:50) Office Talk: Exotic Animals (6:35) This episode is a little different than our normal content for Thanksgiving but I still had some good things to share. Please excuse the poor audio. There were some issues during recording but we will be back to normal next week. When you get time off for holidays, vacation, etc., make sure you take adva...

5 Keys to Incredible Customer Service - E19 Highlights of this episode: 5 Keys to Incredible Customer Service (00:45) Office Talk/CRT Compliance (20:42) We all have had a time where we received poor customer service somewhere. How did that effect your purchasing behavior going forward? Did you ever go back there again? The same is true with our practices. If someone has a bad experience, it is NOT hard for them to go somewhere else and take their money, family, and referrals with them. In this e...