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Optometrical Practice Management Newsletter - Tips & Reviews. Volume 2. June 2008

Business Tip: Patient Satisfaction (Part 6 of Excellence in Optometry)

Once the sale has been made, repeat business is paramount to further business growth in the future. 

There is increased chance of repeat business if the product or service we have supplied has met or preferably surpassed the customers expectations.  It is common human behaviour to not make a scene and complain if something does not come up to scratch, so it is up to us to make sure we have supplied what the customer was expecting. 

We must remember that for every dissatisfied customer that make themselves known to us, there are at least 10 - 20 others who might seek service elsewhere because of an unsatisfactory experience and have not made themselves known.

There are a number of techniques that we use at The Eye Practice that we have found useful:

  • Exit survey - this can occur at both the end of the consultation day and at the end of the optical appliance collection day.The key issue here is to keep it really simple.
  • Phone call two weeks later - this is important.  It normally takes a week or so for many patients to get used to their new glasses. Calling a couple of weeks later to ask about the functionality and the comfort of the new glasses will often give you the opportunity to prove that you care.
  • SMS or email six to twelve months later - this communication is a practice builder. It needs to invite the customer back for a complimentary service of the spectacles. As we all know with constant use specs can stretch and become annoying. Even if everything is fine it shows the customer that you care, which will exceed their expectations.

Next quarter we will finish business acumen with Leadership. We have discussed Leadership within the context of the Business program being sponsered by Ciba Vision, but it will be worth recapping here as it is the single most important part of Excellence in Optometry.



Email me if you would like to implement

"Excellence in Optometrical Practice" into your business


Therapeutic Review: Endothelial Transplantation by Dr Anthony Maloof

Dr Anthony Maloof discusses one of the many variants of corneal transplantation. Corneal surgery has evolved beyond the gross full thickness transplant.  In many cases it makes sense to just replace the diseased portion of the cornea.

Download Dr Maloof's paper here

Read this for Dr Anthony Maloof's biography

Anthony would welcome your enquiries at:


Phone: 1300 303 669

Rooms (Sydney city):

Suite 13, Level 9, William Bland Building,

229-231 Macquarie St

Sydney NSW 2000

Rooms (Westmead):

Suite 7, The Ashley Centre, 1a Ashley Lane,

Westmead NSW 2145








Email me if you would like to implement

"Excellence in Optometrical Practice" into your business

A cost effective program of hurdling the challenges of optometrical practice and rekindling your passion for your profession is only an email away.

You can email me at:









Information Technology & Optometry

If you want to invest in new technology you must have a solid computer system to make sure that the use of the technology is efficient. Having a solid computer network for an optometry practice is way beyond the average optometrist's skill set. That's where Richard Rees comes in.

Richard Rees works for They are specialists in Information Technology solutions. Phone Richard on

1 300 553 559

Visit Lookup for all your IT needs                           






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