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How to be TRULY customer focused

By on February 4, 2015
After a recent training day focusing on retail and taking practice owners outside of optics to look for ideas, I started to think about how we communicate with our patients and noticed some interesting patterns

Like many arenas where healthcare meets retail, I believe we still focus our attentions internally – that is on ourselves, our business and our needs. For example we still ask:How can we sell more to our patients?

How do we reach them?

What relationship do we need to have with them?

How do we make more money from them?

How do I get them to visit my practice?

How do I keep them from walking out?

All perfectly valid questions to ask as a business owner. But what if a more successful business could be built upon a truly customer focused model? What if all that was necessary to thrive in such a competitive environment was a shift in perspective?

What if we started to ask:

What issues do our patients have, and how can we help with those?

What is it our patients want, and how do we help them reach that?

How do our patients prefer to be contacted?

How can we fit in to their routine?

What sort of relationship are they expecting us to have with them?

For what value are they really willing to pay?

I believe that independent practices have amazing knowledge, extensive product ranges and are small enough to be flexible and focused. Only in having a very slight shift in perspective; only in asking a slightly different question and making our business models really revolve around the patient will we continue to grow.

If you would like to explore some of THE most effective ways of growing your practice and delighting your patients, book 30 minutes with me to get started. It’s complimentary, and it might be the only time this week you get to discuss your business with the added benefit of an outsiders’ perspective!



About Rebecca Thompson

Rebecca Thompson has worked her way from the ground up in optics, starting as receptionist, she moved to Dispensing Assistant and then to Dispensing Optician, then Store Manager then Group Manager. This has given her a unique insight into the workings of Independent Optical Practices. At Practice Building she has found a home for sharing her innovative ideas for making running Independent Optical practices efficiently, profitable and enjoyable.

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