It’s NOT About YOU!

who achieve great things that the world will never forget, start out by accomplishing small things that the world will never see.
— Bob Burg, It's Not About You: A Little Story About What Matters Most in Business

Hello Optical Family! We are rolling through the year! Football season is back. This year is almost over. Wow! I had an Optical client the other day who had been waiting on his glasses for about three weeks with no call back on the status of his eyewear. We have two offices, and he ordered lenses only for a new RX prescription. He ordered his lenses at our other location. Unbeknownst to me, I was oblivious that the client wasn’t called about the status of his glasses. Now as a Leader I took full responsibility for the situation. I called my other location and found out that the lenses were never ordered. Wow! The ball was dropped. I called the lab and ordered the lenses and had a rush put on them. Talked to the client calmed his nerves and took full responsibility for the mishap. Kept him updated from that day until his lenses came in. You see at that point it’s not about me! It’s was about my client. Getting him his new RX lenses. PERIOD! 

In the Optical field as an Optician, it is NOT about you! It is always about your clients/patients. It is your job to over-deliver every time. There will be concerns that come up from time to time. But the focal point is bringing your clients to Optical Happiness no matter what the situation is! Listen to them, engage them, educate them, and over-deliver! It’s NOT about you! But it is YOUR job to make the whole Optical experience about them in a professional, kind, caring way. When a potential client walks into your office, pretend that you see an invisible Swarovski Crystal necklace around their necks that says, “Make ME Feel IMPORTANT!” Because the people who trust me, you, Us are the reason, we are Opticians. They are the absolute reason we make a living! They are not only necessary but very necessary in our lives. It’s NOT about YOU! It never was, I’m sorry, but that’s the truth. It has ALWAYS been about the patient, the client, and the the people who trust us with their eyecare needs. Continue to make the people who trust us with their eyecare feel special, feel important, and cared about because that is what we do as Opticians. By the way, the client I was talking about earlier, I gave him a free upgrade on the anti-reflective coating and refunded him the difference. He’s back to Optical Happiness, and the world is such a lovely place. Remember with Great service brings forth even GREATER sales....

Happy Selling,
David Butler,
ABOC, CPO, LDO

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