PREMIUM PRACTICE TODAY: Smart Telephone Behavior


Press 1 if you think patients should receive prompt, personal attention when they call your practice.

Every day, eye surgeons and practice administrators intent on expanding their share of the premium IOL market make critical decisions about website development, social networking strategies, and search engine optimization tactics. The common element in all of these relatively recent communication initiatives is the tried-and-true telephone…


Download the full blog



What Is Your Story?

Storytelling is a mode of communication that has been around
as long as people have gathered around the fire.   We love a good story, which is why the
storytellers among us can hold the attention of audiences large and small.  

Storytelling is a mode of communication that has been around
as long as people have gathered around the fire.   We love a good story, which is why the
storytellers among us can hold the attention of audiences large and small.

Social Media Helps The Help

A recently released movie called “The Help” finished this past weekend as the top grossing movie, beating out bigger budget flicks about apes, kids, and a re-made barbarian.  What’s remarkable about this feat is that The Help didn’t open as the top movie its first week.   Opening week sets the tone for a movie’s revenue trajectory,  and revenue as well as ranking typically fall with each succeeding week a movie is in theaters.    The Help broke that trend, appealing to males and females 35 years and older.  Several movie analysts have stated that social media had a big impact, citing that The Help was trending strongly on Twitter in the days after it opened.


Social Media is on my mind a lot these days;  just a few weeks ago I had the pleasure of co-teaching on the topic with my friend and colleague Dr. Mark Kontos  at the inaugural meeting of the American College of Ophthalmic Surgery (ACOS).    We  started our session with this eye-opening video on the impact of social media and interviewed five surgical practices about how they are using the internet to start and build relationships with patients.  (Three surgeons were interviewed via Skype, which was neat in and of itself).


Admittedly, I’ve been a bit skeptical on the new media, viewing it as too much “social” with too little impact.  But I’m convinced that this trend is for real and represents a shift in how we communicate, and you can read the key facts about social media on my website (gleaned from the above-mentioned video).     In addition to this e-mail, you can now access my thoughts on premium experience via Facebook and LinkedIn as well as follow me on Twitter.   It’s a whole new world of communication out there, and those of you that build your business via word-of-mouth have a golden opportunity ahead.

Eyemaginations Testimonial

Eyemaginations Testimonial


Recently, Eyemaginations released a new product that I believe redefines how we influence patients’ behavior before and after office visits. 3D-Eye Home is part of a long-term trend of decentralizing patients’ medical experience by moving educational events/encounters from the doctor’s office to their homes….

The 3D-Eye Home platform addresses one of the key sticking points in medicine: the communication gap between doctors and patients that results in lower compliance. Practices do not need to use 3D-Eye Office to use 3DEye Home. Providing better communication at a lower cost is a key step to building demand for many of the new diagnostic and therapeutic tools available to the modern eye care practice.

Date: February 2010 – Length | 2:19 minutes

Book Shareef Mahdavi To Speak

Dad, what’s an Album?”

Dad what's an albumMy son, who received an iPOD last Christmas, innocently blurted this question as I was searching for specific music to load onto the device. Wow, how fast the world has changed! Indeed, it was a bit sobering for me to explain how recorded music has shifted from LP (long play) records to cassette tapes and now CDs. It was a mini-history lesson that was probably lost on him but really hit home with me. Today’s kids and young adults have never known a world without a personal computer, cell phone, DVDs, video games and even the iPOD (at least for the 7 year-olds like my son). They absorb technology like no generation before them; my kids routinely beat me on the Wii, and my daughter effortlessly set up my new MacBook laptop. I’m sure it’s the same for many of you as well.

As great as all this technology and gadgetry is, there’s a hidden cost emerging among all the podcasting and texting and video gaming that’s going on around us. It’s creating a lack of interaction skills where people actually talk and listen to other people. And it’s being felt throughout retailing and in any environment that requires customer service. Let me explain. According to Customer Service authority John DiJulius, today we have 1/20th the human interaction we had just twenty years ago. Think about it: we used to go to the movies, now we use Netflix. Full service gas stations have been replaced by pay-at-the-pump. Bookstores are being supplanted by, and bank tellers have given way to ATMs and online banking.

DiJulius summarizes it this way: twenty years ago we had workers with excellent people skills using marginal technology. Today we have workers with marginal people skills using excellent technology.

The problem results in an interesting dilemma. Today, we can’t automatically expect younger workers to know what it means to give world class customer service because they’ve never been trained in the “software” skills required to deliver it. They may understand the “hardware” (e.g., how to take an order) but lack the basic communication skills required to truly elevate the experience for the customer. Our kids may not know what a record album is (or was), but they and all younger workers need help developing the knowledge and talent to be able to provide world class service in their jobs and careers.

DiJulius’ latest book, “What’s the Secret? To Providing a World Class Customer Experience,” is an best seller and worth the read to learn how he addresses this problem with clients and in his own top-ranked salons. It’s an eye-opening account of the crisis in customer service and the revolution taking place among world-class companies to expand customer loyalty.

Download the full article