MBA Intelligence

September 13, 2012

Bi-weekly information and advice to manage optometric practices
from the Management & Business Academy™ (MBA)
Sponsored by Alcon and Essilor

mba-ce.com ALCON.com essilorusa.com Contact Us
Dave Ziegler

Sticky Situations

Dr. Dave Ziegler

A doctor asks…

"My office received a negative rating on Yelp from one of our patients. What should I do?"


In a world that is fairer than the one we’ve got, online reviews would have the author’s name attached for some degree of accountability. But as you know, people can write whatever they want about any business.

Online reviewers tend to be outliers; they either had a fantastic experience or a terrible one, and they need to tell someone about it. Think about the last time you felt compelled to write an online review about a product or service. It's difficult to justify spending the time to do it unless there is some level of emotion attached.

While we would like to have all positive reviews, every business gets its share of negative ones. Consumers look at negative comments in the context of all the other reviews and judge accordingly. When you have a chance to identify who the dissatisfied patient is, you can reach out to that person and try to correct the situation. You can even ask that they change their review if you fix their problem.

READ MORE »

Dr. Dave Ziegler, who lectures and publishes regularly, is a member of the MBA Faculty.

View Webinar on Patient Recall
Effective Strategies to Improve Patient Recall

"Effective Strategies to Improve Patient Recall," an MBA webinar with Dr. Gary Gerber, provides an action plan for increasing patient visits and eye exams—and improving practice cash flow. This one–hour webinar includes a PowerPoint presentation by Dr. Gerber, followed by a lively discussion with participants who posed questions for this MBA faculty member and founder of The Power Practice.

Once you view the webinar, questions can be posed to Dr. Gerber at Ask the MBA Faculty.
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Business–Building Resources

MBA Business Management Tools: RIPs
A new installment of MBA Business Management Tools, called Rapid Improvement Projects (RIPs), outlines the basic process for establishing practice improvement priorities and implementing RIPs to achieve both short– and long–term goals.

MBA Market Research: Staff Management Survey
Results for the recently conducted MBA Staff Management Survey allow you to examine staff hiring, compensation and management practices. The report also details OD desires for staff improvements.

Implementation Track: Practice Marketing and Optical Merchandising
Practice Marketing and Optical Merchandising provides an 11–step guide in how to analyze and refine your practice brand, develop a marketing budget and execute a marketing plan. Also included are merchandising techniques to maximize dispensary profits. This is the second in a series of MBA Practice Growth Implementation Tracks.

MBA Updates


Carole Burns, OD


Upcoming MBA Seminars:

Register for...

MBA 2 with Disney Institute, Orlando, September 21-22

GWCO Congress, Portland, September 30

California Optometric Assoc., Monterey, November 8

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Join the MBA community
Register as a reader:
MBA-ce.com

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Register Now for MBA 2 with Disney Institute


The principles of world–class service that were pioneered by The Walt Disney Company will be presented—and interpreted for the optometric practice—at an upcoming MBA 2 seminar held in conjunction with Disney Institute. The program will be presented by Disney Institute, and it will include a lecture by MBA faculty member Dave Ziegler, OD, FAAO, that provides strategies to apply Disney service principles to the optometric practice.

The MBA 2 will be held at Walt Disney World in Lake Buena Vista, Florida, on September 21–22. The cost of the program in $1,760, which includes curriculum, meals and a one–night stay at a Disney resort hotel. Travel costs are in addition to that.

About the MBA

The Management & Business Academy™ (MBA) is a professional education program, sponsored by Alcon and Essilor, dedicated to assisting independent optometrists to improve business management processes. The MBA conducts live seminars, conducts on-going research to establish national optometric practice performance metrics, publishes MBA Insights (a quarterly practice management journal) and maintains www.mba-ce.com (a premier practice website with business-building resources).

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