Welcome to the first edition of the 2023 EB Optical Checklist. This year, the signature EB checklist unveils a new format and focus. Each issue will be broken down into four categories of items to accomplish.

Over the last three years, many of us have been living in survival mode, a mindset that can cause us to lose focus on personal development, the importance of connection, and our relationships with those around us, and leave little room for the rewards and recognition we crave.

  TRENDING VIDEO JOIN SHEENA ON SOCIAL. 

The #EBOpticalChecklist is breaking out of each issue with a monthly digital episode to our social channels. Join optical pro Sheena Taff as she applies these checklist items to real-world scenarios. Watch on EB’s Instagram (@eyecarebusinessmagazine) and TikTok (@eb_mag).

The 2023 EB Checklist will be designed to help each member of the optical team, whether you are brand-new to the industry or a tenured ECP—in a supportive role or leading the team. This checklist will be your guide in igniting professional growth, finding fulfillment, and achieving prosperity through improvements in the overall culture of your optical environment. 

CONNECTION

First impressions matter. Evaluate how your staff and patients call, search, and enter the optical; the emotion that goes along with these actions sets the tone for the engagement that follows. If a connection is difficult from the beginning, then the path to a positive interaction will encounter even greater obstacles.

Create a consistent greeting for everyone when answering the phone. If callers are greeted by a call tree, record a new greeting and voicemail message to avoid it feeling repetitive. Ensure the intro message isn’t too long, and that the navigation options are simple and clear.

Google the business. What are the first things that come up? Review the images, comments, information, and the sources. Write a list of top sources and make them the priority posting platforms to give preferred, relevant content visibility. Adding new content to platforms that dominate Google results will reduce outdated and competitor filler in your results.

RELATIONSHIP

The beginning of the year is the perfect time to set clear expectations and goals with in-house team members or outside vendor partners. Job roles and relationships evolve. With the landscape changing, be adaptable and understanding as to what may be needed of you.

A job description should always be clearly communicated. Print out your job description or the posting for which you were hired. If you don’t have one, ask for one to be written. Evaluate what duties you have excelled at and what responsibilities you can improve on. Knowing what is expected of your position and aiming to excel at it will ensure you and management are on the same wavelength.

Decide on a singular platform for all work-related communication. Ensure it is an app or method that is accessible and easy to use for everyone employed at the practice. Set a code of conduct, such as on/off hours for expected replies, which items are considered urgent, and how to keep the virtual space positive for everyone.

DEVELOPMENT

The desire for improvement is contagious. Creating a culture in your optical in which everyone is invested in their own growth and their peers’ growth will lead to camaraderie and enthusiasm for a job well done that will be evident to the patients and customers. The overarching results will be greater job satisfaction and riches above and beyond the monetary.

Schedule one-on-one meetings between staff and management to review the 2022 goals that were set. Evaluate what was accomplished and what should be carried over for the year to come. Address and discuss any obstacle that stood in the way.

Have everyone in the practice complete individual goals for 2023—both professional and personal. Have a roundtable discussion to collaborate and set goals for the business. When everyone shares their goals aloud, others can collaborate and assist in accomplishing them.

REWARDS & RECOGNITION

Never underestimate the power of positive reinforcement. When your peer, employee, or even a patient does something exceptional, promptly offer praise and express your appreciation. Be mindful to maintain a similar level of recognition to everyone, as varying levels of excitement can give the impression of favoritism and create negative energy in the work environment.

Create a space either physically in the optical or virtually via a group chat as a professional group for sharing team “wins.” This could be an employee solving a customer service issue or someone going above and beyond for a fellow team member.

Set calendar entries as a reminder to maintain a consistent level of enthusiasm throughout the year. Daily items to check off can be made recurring and important dates can have reminders weeks in advance to ensure nothing sneaks up too quickly. Don’t forget to block off holidays and add birthdays and employee anniversaries into the annual calendar.