Characteristics of an Excellent Regional Manager in Corporate Optometry

Characteristics of Excellent Regional Managers in Corporate Optometry

Trust

They respect what ODs do and encourage ODs to practice the way they choose to. Don’t interfere with OD business. They understand that in order the optical to grow the OD side of the business needs to grow as well.

Work-Life Balance

They promote work life balance. They know that people work better and collaborate more if there is a balance. Burn out in corporate optometry is real.  Promoting a work life balance can help off set the burn out. Happy ODs can focus on growing a business and will result in increase in optical revenue.

Alignment

Keep optical staff focused on long term goals that includes growing the Doctor side of the business. Great regional managers understand the the patient experience is not an optical sale. Working with the Doctor side of the business will promote eye health and an image to the patient to continue to see the OD at that location. In the long term the patient that continues their care with that OD is more likely to continue to purchase from that optical. It can hedge from online retailers.

Support

Recognize and reward the optical staff and OD. Without the team goals can’t be achieved.

They encourage growth and want to see the OD business succeed. In the long term it will benefit the optical.

They won’t sacrifice the Doctor’s business to grow their own. Regional managers will not influence ODs office to offer quick services or cheapest eye exam in the area. They recognize this tactic will not grow the business in the long run.

Create a Culture of Accountability

They understand each location has unique strengths and weaknesses and use those intuition to create a strategic plan.

Provide resources to improve optical performance and find solutions. They do not blame.

When something goes wrong great regional managers work with the optical team and OD. They are accountable for their own results.

CREATING A MEMORABLE EXPERIENCE IN CORPORATE OPTOMETRY

Creating a Memorable experience in Corporate Optometry.

When you think of  memorable experiences you think of positive times filled with joy and laughter. It could be a game winning shot, a vacation, childhood memory of your parents or even just enjoying a loved ones company as laughter fills the room.  You tend to remember the times that you felt something. Creating a memorable patient experience is no different! The way a patient “feels” about the experience will reflect directly to your bottom line. People will generally really love something or not like it and there is no room for in between or being average in today’s competitive market.  Creating a memorable experience involves everyone through the patient journey. Think of a patient experience as a journey, it is not a single appointment or transaction but a journey that can evolve over the next 20-30 years as they continue to see you and refer others to your office.   Here are some ways to make a memorable patient experience:

1. Active Listening

Active Listening is paying attention to the patient from the moment they call for an appointment. Train your staff to take notes during the initial touch point. If a patient is calling the office because of having a negative experience at another office, have the staff ask probing questions to understand what type of experience they are looking for. Once the patient is in your exam chair you have a “blueprint” of their expectations. You are able to address their pain points that guided them to your office.  Provide a personal approach by facing  them when they are talking and maintain eye contact. Many times patients will tell you want they want, it is your job as an eye care professional to recommend the best options and help guide them to best personalized solution. Active listening establishes  the patient/ doctor relationship and aligns an active approach to their health care. If they feel like their part of the decision process it will create a memorable experience that will make your office stand out from the rest.

2. Doctor Driven Dispensing

Whether you own your office or are an employee, doctor driven dispensing is a way to not only to create a memorable experience in the optical, but create patient loyalty through patient education of products. The clinical findings from the examination should be aligned with the eye wear lenses options that you recommend, to the specific artificial tears that you prescribed to that patient. It goes back to active listening. You are the authoritative voice and experienced professional of that office, “customize” and educate patients to why you are recommending a product and how it is different from online retailers. Maintain eye contact when discussing personalized eye care. Doctor driven dispensing is an art that is frequently ignored by many ODs. Asking different questions will create a “wow” experience for the patient, ” they never asked me those questions before, maybe I wasn’t getting the right exam or eye wear that I should have had before”

3.  Storytelling

Storytelling can be an influential connector to your patients because it is an emotional driver. Memorable moments are created by emotions. It makes the patient experience a human experience. Storytelling can be formulated from active listening to understanding what the patient likes to talk about and transitioning it to an assessment/plan strategy for that patient encounter.  Storytelling by itself can be a powerful way to be memorable. Be yourself. Being authentic will connect with people. Letting them know that your family member has a the same issues with  progressive lenses and what specific product you prescribed compared to an affordable option creates more value for your office than competing on price.

4. Marketing a memorable experience

Online retailers like Warby Parker will donate a pair of glasses. It creates a memorable experience for the patient because they know that their eyeglass purchase with help others in need. The promotion is “Since day one, over 4 million pairs of glasses have been distributed through our Buy a Pair, Give a Pair program. Alleviating the problem of impaired vision is at the heart of what we do, and with your help, our impact continues to expand.” The key phrase is “The whole story begins with you“, it creates a memorable experience where the patient is involved in something for a bigger purpose. Whether is is a local charity event or mission trip your office can do the same. Use your email database and social media platforms to educate your patients about your involvement in the community and how they can be involved by donating old glasses or how you can do a promotion for free eye exams for those in need through your office.

 5. Follow up

The patient experience does not end at the end of the exam.  Making a follow up call to a patient can make a lasting impression. Whether is it a follow up on corneal abrasion or a call to see how their contacts are performing. This discussion has more impact than you think in making your business successful and developing the critical doctor/patient relationship. Following up 1 week, 1 month or 6 months will create a memorable experience, simply set reminders in your EMR system to have your staff follow up on progressive adaptation or simple satisfaction with service or products. Let your patients know that you remember specific personal information, document in your chart; job information and children’s names to have a starting point for your next exam.  Your EMR system can be a great way to follow up on reactivating patients by sending birthday texts/emails with special promotions.

6.Unique Style

Your unique style makes you memorable. Humor is a memorable factor. Don’t be afraid to have a different approach to patient care, humor will make you likeable and approachable to new patients. You want patients to feel comfortable, being funny is one way to do it. Everyone likes getting compliments and it will also make people feel comfortable to ask questions and enhance the doctor/patient experience.

Your personality, humor,empathy, attention to detail is your signature to the world. It speaks volumes, use it to create a memorable experience that no one can mimic because “you” is UNIQUE.

Building your Personal Brand through Digital Media

When a student graduates from optometry school they are eager to get out there and gain recognition for their work. Optometry is the kind of profile where even if you are employed under an already established brand, some people will only come to you if your name is recognized and your services are well known to be trusted upon.

Thanks to Google, the first thing potential patients do before visiting a doctor is look up their name and reviews online. This is because it allows them to trust you with their eyesight. You might have noticed yourself that whenever you have asked your family or friend to recommend medical personnel they will often tell you the name of the person and then say clinic or corporate optical they are associated with.

This is why you also need to take advantage of the internet, similar to the ways your employees do. You need to invest in a well-constructed and easy to use website. This is important because your website is a digital version of you! What you say about yourself is what you want to be preconceived as in the community.

A social media page that is brimming with information will help build the patients’ trust even before they have visited you. Use the page to add tidbits of information, facts, do you know, quizzes etc, related to optometry. This will show the person that you are friendly and have a good grasp of your craft.

Further is more information on how to enhance your personal brand

The headshot

Make sure to post up a good picture of yours on your website, social media page, and whatever forums you are involved. This makes the people know that you are real and professional. It would be advisable to use the same picture in the same place so that people can recognize you as soon as they see your picture. Hire a professional photographer who can take a good photo of you from a professional angle, make sure to look  approachable in the picture.

The right platform

You may have a personal profile on Facebook and Instagram,but it is better to keep it private compared to your professional profile. Choose one or two platforms where you post stuff only in regards to your practice and nothing personal.

Good Content

Write and post content that your patients will want to read. You will need to do some research here to find out what your patients want to hear about. You can also post up an FAQ session or maybe encourage your patients to ask you questions on a symptom. But make sure that when you do that, do not post the entire information, it should be just enough to answer the question but also at the same time should have your readers wanting to know more, this is where the office visits come in.

Social media has become one of the top tools that can be used to promote oneself at a relatively lower cost than any other promotional tool, it would be best to use it wisely to your advantage to build your personal brand.