Anatomy of a Successful Optical Business

Anatomy of a Successful Optical Business

September 25, 2020, 8:15 AM - 9:15 AM

Sands Convention Center - TBD

The need for personalized, customer-focused service is ever present. In order to be successful, we must be able to identify, meet and exceed customer/client/patient expectations. How do we identify customer expectations? Hold a focus group and ASK THEM! (Can hold a brief "focus group" with attendees and ask them what they think their customers/clients expect of them). After entering the feedback from the attendees, I will discuss data from focus groups (88 items) of exactly what patients/clients want…out of their own mouths… from a series of focus groups done by an optical company wishing to increase communication and business. The results were surprising! At times when we thought we were exceeding expectations (staying after hours for a client), we were in fact only meeting expectations! Realizing that there was a communication gap in relating expectations, we made changes in how we did business and brainstormed how we could not only identify and meet expectations, but how to EXCEED them. The list of ways to exceed customer expectations is shorter, but very valuable.


  • Laurie Pierce



    Hillsborough Community College

    Ms. Pierce is an Instructor in the Opticianry program at Hillsborough Community College in Tampa, Florida. Laurie is a graduate of Newbury College's...


  1. ABO Yes
  2. AOA Paraoptometric Commission No
  3. COPE No
  4. Florida State Board of Opticianry No
  5. Florida State Board of Opticianry – Technical No
  6. Florida State Board of Optometry No
  7. NCLE No
  8. New York State Opticians - Contact Lenses - Advanced No
  9. New York State Opticians - Contact Lenses - Basic No
  10. New York State Opticians-Contact Lenses-Intermediate No
  11. New York State Opticians-Dispensing-Advanced No
  12. New York State Opticians-Dispensing-Basic No
  13. New York State Opticians-Dispensing-Intermediate No
  14. Orals No
  15. TQ-CEE No
  16. Therapeutic No


  1. Track
    OptiCon - Business and Practice Expertise
  2. Type of Session Course