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
In an article written by April Jasper, OD, she details 7-steps to help O.D.s stay in the game.
- Evaluate 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.
- Determine what you want – Shoot for the stars and design the perfect piece of equipment for your practice’s needs.
- Document what you actually need – Have a check list of the “must have”, “would like to have” and “optional” categories.
- Investigate your options – Take time to shop around at the various industry meetings.
- 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.
- 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.
- Develop a practice of distinction – I truly believe technology can be the key to developing a practice of distinction.
For more information visit www.visdynlab.com
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.