Optometric Management August 2019 by Jim Thomas

• How do you manage an motivate staff? “managing employees is an art unto itself, as each is unique with different personalities, motivations, and needs,” writes Trudi Charest, R.O. in Manage by Personality.” However, most employees fall into one of four basic personality types: controller, announcer, intellect or insider. By first recognizing the personality, managers can then tailor their approach. For example, the controller will likely respond to competitive situations and recognition.
• How do I respond to a patient who walks with his prescription, purchases glasses elsewhere and then returns with a complaint about them? Neil Gailmard, O.D., recommends first listening to the complaint and then identifying the problem, which could be an issue with the prescription, PD, seg height or frames. The problem will usually dictate the response. For example, a , “frame problem is really not your problem because you did not sell this frame,” writes Dr. Gailmard. The payoff of this effort? The doctor gets recognized ‘as the true expert in visual science.” In addition, “Building goodwill with the patient that converts to loyalty and referrals is worth some time and effort,” notes Gailmard.

For full article: https://www.optometricmanagement.com/issues/2019/august-2019/starting-with-a-question