Over the past few weeks, I have re-instated the in-person peer-to-peer meetings that I organise for my clients, had 121 coaching sessions face-to-face, attended the Worshipful Company of Spectacle Makers Livery Dinner and, over last weekend, presented and ran a workshop at the Sightcare Conference for independents. Without exception, it became abundantly clear that what we have come to think of as normal is not normal at all, in fact quite the opposite.
It has already been reported that over lockdown, many practices have discovered that some of the enforced changes are actually quite beneficial. Changes such as introducing collection appointments, wearing masks or scrubs and spending longer with each patient have produced improved performance. Patient feedback scores have, in many cases, improved, with patients reporting that the visit was more personalised and that, as a result, a better solution could be provided which matched the needs or the visual problems that needed solving.
Multiple sets
By gaining a better understanding of patient needs, many dispensing opticians have experienced patients choosing multiple sets of eyewear for reasons of both fashion and functionality. Many practices have adopted new services, myopia control being one of the more obvious – which has again led to more satisfied patients and improved revenues for the practice at the same time – a win:win if you will.
While practices have been getting back to normal, the same cannot be said of the other side of our professional lives, namely our training, self-development, networking and, dare I say, socialising. We are only now starting to venture out into the world of conferences, dinners and seeing our friends and colleagues face-to-face.
As coaches, trainers, presenters and peer group facilitators, we have had to adapt our content and methods of working to work with Zoom and Microsoft Teams. Innovative use of the breakout room and the ‘pop it into chat’ feedback has recreated some of the benefits of getting people to share ideas, thoughts and opportunities. After 18 months, those of us operating in this space have honed the skills of delivering our services over the web, and the comparative results we have achieved, relative to what we thought possible, have been on the whole, quite pleasing.
As with practices, we now have to decide which of these changes we want to keep. Some of the benefits we have seen, such as less travelling, less time away from home, being able to deliver to a wider or international audience I would like to maintain. The benefits of face-to-face communication, however, are huge. I have seen first hand at the recent events the depth and richness of the conversations people are having kick Zoom into touch with a loving boot.
Great conversations
Over last weekend I met and had great conversations with at least a dozen people I have never met before. I met a group of clients face-to-face, for the first time, who formed a peer group during lockdown to help each other navigate through the covid world. These people have now, for the first time, actually met each other and have been able to enrich their relationship even further. I have seen genuine tears of laughter and joy, as the table magician tortured a friend of mine with his guile and skill. I have watched a practitioner join the live music act with his maracas and get people up on the dancefloor. I have witnessed people discussing the challenges of recent times in the hotel bar, in the lunch queue and at the coffee machine. Exhibitors and their customers have been able to meet up and talk about how they plan to work together for the benefit of their patients going forward.
The biggest change I witnessed, however, was in the workshops and presentations at last week’s conference. I am sure it will be reported on in due course so I won’t go into the detail, but there is no feeling like being in a room of 130 people, roaring with laughter at the antics of a motivational speaker, there is no feeling such as seeing people working in groups to help each other lead more positive lives, or gaining some CET by attending a live peer contact lens workshop. Hats off to those people who have decided it is now time to start getting our profession back together.
For the last two years I have written these columns under the pseudonym of Mentoris. However, I am starting to get rumbled now and some of you, who thought you knew who this was, may well have a few more clues. But for now if you wish to get in touch to discuss any of the Mentoris columns – please use mentoris58@gmail.com
Until next time – stay safe and see you around in person at an event soon.