It’s easy to get caught up in the wave of panic and uncertainty right now with the world coming to what seems like a standstill... but for creative entrepreneurs, there is always opportunity. Here are 8 ideas to support you through these uncertain times.
1. Handling Cancellations & Office Shutdown
As I’m writing this, many practices are still open but that is changing daily. Some Optometric associations are suggesting or mandating all non-essential appointments be canceled and only ocular emergencies are to be seen. All are suggesting social distancing and it may only be a matter of time before all offices are closed until further notice. Communication here is key. Cancellations are inevitable at times like these... how you handle them is crucial to retaining that business for the future. Start by preparing a script for your team when calling to reschedule.
Here is an example: Employee: “Good Morning, Mrs. Smith. It is ABC Optometry calling. We are calling to reschedule your appointment this week as our office is following the directive from the Optometric association asking us to cancel all non-essential services. Therefore, we would like to rebook your eye exam for mid-April. If there is an opportunity to get you in sooner, we will definitely call to see if you would like to change your appointment. We thank you for your understanding during this time.”
Office Shutdown requires a few additional communication strategies and tasks.
Website banner or pop up on home page announcing you are closed but taking emergency cases.
2. Social media posts announcing you are closed and all appointments are canceled
3. Email blast to all patients
4. Change the on-hold messaging on your phone system
5. Change the voicemail message to indicate you are closed but monitoring voicemail
6. Stop or change your online appointment scheduler so it no longer takes appointments
7. Prepare a sign for your front door or window
Shutting down the office is not easy. You have patients that may need emergency eye care and some that run out of supplies like contact lenses. Find ways to support your patients in these tough times while still keeping you and your staff safe.
2. Tele-eyecare
Tele-health has been a trending topic for some time now. This is that perfect opportunity to look at what you can offer as far as tele-health. There is a great article on Optometry Australia's site
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