When Bad Reviews Happen to Good Businesses

Eyecare Business by Alicia Hoglund

As published in  Eyecare Business, four out of five consumers say they have changed their minds about a recommended purchase based on a negative online review. With online reviews more prevalent than ever, keep in mind the following Do’s and Don’ts when dealing with a negative review.

  • DO always respond. If you make a mistake, accept it and let the customer know it won’t happen again
  • DON’T minimize or invalidate the review’s concerns
  • DO listen intently to the customer
  • DON’T respond with an angry or defensive reply. Even if the complaint is biased or unjustified,  people reading the review will assume this is how your company handles complaints.
  • DO be compassionate and caring
  • DON’T contact a negative reviewer without a plan to make things right by him or her
  • DON’T use generalities. Be specific when addressing a problem. Speak to the matter at had specifically where appropriate and avoid canned responses.
  • DO be willing to give a little. Sometimes customer just want to be heard. Your willingness to go the extra mile might just win them back as customers and even be worth a referral

7 Steps to Create a Distinctive Practice

Optometric Management

In an article written by April Jasper, OD, she details 7-steps to help O.D.s stay in the game.

  1. What why howEvaluate what you have – Take and inventory of what technology you have, what is new and going to be around, and what is going to be replaced.
  2. Determine what you want – Shoot for the stars and design the perfect piece of equipment for your practice’s needs.
  3. Document what you actually need – Have a check list of the “must have”, “would like to have” and “optional” categories.
  4. Investigate your options – Take time to shop around at the various industry meetings.
  5. Assess financial obligations and terms – Many times we forget that a technology-focused practice can and will be able to justify greater fees by creating value in the mind of the patient.
  6. Remember to plan for implementation – Any equipment purchase is risky if you have not plan for implementation…Also, make certain you have a plan for training your staff on the new technology, including operation and protocols.
  7. Develop a practice of distinction – I truly believe technology can be the key to developing a practice of distinction.

Digital Lens Technology Improves Service Levels

Lynn Bohlender, Certified Lab Technician for Northwest Optometry in Englewood, OH has successfully been operating the Q-2100 Digital Lens System with nanoCLEAR AR for nearly fifteen years. As shared on the practice website, “Lynn is the behind the scene detailed technician who produces our accurate in-house ophthalmic lenses the doctors prescribe for the patient’s prescription.”

As one of the first optometry practices to add the in-office nanoCLEAR AR unit to their business, Lynn was pleased with its purchase. “I like how easy it is to put on the AR coating or hardcoat with nanoCLEAR AR unit,” shared Lynn. When we first added the technology to Dr. Studebaker’s practice we could only process scratch coating and applied it by hand. I appreciate the additional capabilities of the newest equipment,” he added.

According to the practice, “our in-office optical laboratory has the ability to produce many of our own ophthalmic lenses, including even more complex, progressive addition lenses, photochromic and even anti-reflective lenses. Emergency service for broken or lost lenses can usually be provided the same day if necessary.” Lynn likes the fact that that this technology gives him the capability of producing a lens for a patient in the shortest amount of time.

Why Add In-Office AR to Your Practice?

Presenting an AR option to your patients is more important than ever with AR coating applied to nearly 30% of all lenses sold. In a survey by the Vision Council of America, 60% of all eyewear consumers have a desire to purchase an AR lens but many consumers are not even offered the choice. According to 20/20 Magazine, “improvements have reached a point where AR is not just a “nice to have” but many consider AR a necessity. Sure wearers can live without it, buy why should they?”

The patient benefits of AR coating are undeniable. By minimizing surface reflections AR coating improves vision when dealing with overhead lighting, computer screens and window glare. Vision during night driving is also improved reducing the glare of oncoming headlights. AR lenses are more cosmetically appealing for improved patient appearance. Not offering an AR option is a missed opportunity to improve patient satisfaction and even more importantly, a missed opportunity to grow your practice profitability.

Past barriers to providing an AR option such as quality, delivery time and cost, are eliminated with the in-office nanoCLEAR AR unit. Designed for use with the Q-2100 Digital Lens System, the nanoCLEAR AR unit processes lenses that are anti-reflective with a hydrophobic/oleophobic top coat in under 90-minutes. Using nano particle technology, our breakthrough design is a small table top system that easily installs in most offices. It is clean quite and automated for easy operator integration. Priced about the same as an edger, the nanoCLEAR AR unit is an affordable and profitable addition to any practice.

For Your Patients: For Your Practice:
Clearer, sharper, vision More AR sales for more revenue
Durable, long lasting performance Reduced lab bills for more profit
Easy-to-clean surfaces Quicker delivery for more repeat business
Fast same-day service if necessary Improved quality for high patient satisfaction

Are You Dispensing blueVIEW?

blueVIEW defenseOptical Dynamics newest lens material is blueVIEW defense, sunglasses for your indoor world.

Optical Dynamics’ indoor lens with advanced spectral filtration protects against visual discomfort and possible damage from exposure to HEV and blue spectrum light waves.  Infused with an array of organic pigments, blueVIEW defense helps block and absorb a varying level of violet and blue light across a 400-500nm spectrum. blueVIEW people pic

This design provides 100% attenuation in the UV spectrum and gradually allows more light to pass as the waves lengthen for balanced protection. blueVIEW defense filters all types of blue light encountered in everyday indoor activities, while enhancing visual acuity, reducing eye strain, and retaining natural color perception.

Once you experience the comfort of blueVIEW defense you’ll never want to be inside without them again.

Call today about blueVIEW defense monomer for your Q-2100 Digital Lens System 800-797-2743 today!

Arlington Eye Physicians, a Team of Ophthalmologists, Believes In Delivering a Premium Product at a Lower Price than Competitors

Steven Bernstein at Arlington Eye Physicians in the Chicago area believes that the senior population he serves belongs in progressives rather than lined bifocals–more often than not.  “The Optical Dynamics 2100 and its AR unit allow me to make patients a premium product in the progressives category and eliminate the lines that interrupt vision.  A progressive is nothing more than a trifocal without lines.”  He averages about 7 or so pairs a day in-house with the tabletop lens production system, which generates about $500,000 a year.  Optical Dynamics offers the only technology that can cut your lab related lens and AR expense by up to 70% immediately.Inflatable water slide

And, he adds, “Photochromics are another recommended item for everybody that wears glasses.”  His shop has added the ultraSUN sunglass photo and sunSmart brown to its lineup of product.   “I love the new ultraSUN!  They go 3x to 5x darker than other photochromics and any form of anti-glare enhances vision.  It gives us another avenue of something new to offer and this marketplace is so competitive, we’ve got to stay ahead.”  The response?  “People either love ‘em or leave ‘ em, I ask every single patient to try the photochromics.”  The downside, as with all photochromics, remains that behind the wheel they do not get as dark, as if you were outside, since most car windows are tinted, but the new ultraSUN does have moderate activation behind a windshield.

Bernstein says he solved the pricing differential by keeping photochromics and progressives at the same fee structure.  “We offer the patient the better product at the same pricing as a progressive, and this pushes people to try it—you bet.  I’ve thought about charging extra, but the same price gives the option to the patient, and our practice would like our patients to be in the best product for them.”  He has determined that there is still margin, a nice markup, even with this approach.

At least once or twice a day, a patient comes in that has had a real emergency, and needs a new pair of eyeglasses now, he says.  “This is where the Optical Dynamics system really holds value—we’ve got to get these patients into a new pair of glasses in the same day.  I designed my lab myself and it’s like a gourmet kitchen.  One whole wall is the Optical Dynamics product line.”  The entire process allows Optical Dynamics in-house lens production setups to make a complete pair of lenses in as little as 25 minutes. AR lenses in a little over an hour.