Mystery shopping

Once you have put in place the standards of service you want your patients to experience each and every time they visit your practice (Optician 25.09.09) and implemented a system to retain patients (30.10.09), you need to ensure that this level of service continues unabated even when you're not there to enforce it.

With the economy as tough as it is today and competition from larger chains and supermarkets getting stronger, you need to take full advantage of every selling opportunity in your practice. Having systems in place for holding your staff accountable and standards they are expected to maintain certainly helps, but you shouldn't stop there.