How you show up – and why it matters

When displaying positive attributes, you gain and maintain the trust and confidence of others within the practice and those associated or linked to it. Earning the trust of those around you reinforces confidence in your competence and strengthens relationships with colleagues, customers and suppliers.

Dealing with workplace difficulties

There will be times when workplace difficulties are unavoidable. Workplace conflict can be an unproductive clash between staff members, a staff member and supplier or a customer and staff member, from which one or more parties takes offence. How you react makes the difference.

There should be an understanding of appropriate approaches to resolving difficulties. Some suggestions:

• Provide clear guidelines and measurable outcomes, ensuring staff members know what is expected.
• Offer adequate, timely feedback.
• Make training and resources available.
• Open lines of communication and provide support in a non-threatening, inclusive environment.
• Encourage collaborative problem solving.
• Recognise the issues and identify the parties involved.
• Record firsthand facts of the issue being raised and discuss it with the parties concerned.

If you can, try to resolve the issue to the satisfaction of all involved. If no solution can be reached, refer the matter to an appropriate person of responsibility – don’t just attribute blame and do nothing about it.

Personal and practice presentation counts

A professional DO recognises their personal presentation and body language are critical. In a recent Optical Dispensers Australia webinar, George & Matilda Eyecare’s Jennifer Blackwell explained that customers primarily expected well-kept nails and clean shoes from their dispensers.

Similarly, discussions between staff members are critical – customers hear and see more than you might imagine. So handle products with care (not making adjustments within the customer’s view), use the latest technology for dispensing measurements and ensure a professional three-way handover.

Equally, practice presentation is vital. Some things just become a part of the furniture, so you need to continuously look with fresh eyes to ensure the practice, frames and point of sale are all clean and presented at their best. That means ensuring all frame displays are free of dust and clutter (even the tops of the displays, for your taller patients!), the point-of-sale materials are current, relevant and not faded and the frame displays are merchandised appropriately and in standard alignment.

Finally, consider the patient experience – when they return after a couple of years for their recall, will the practice be largely the same, will the stock be similar and will you be wearing the same uniform? Or is it a fresh, exciting new experience with the same professional service? How you show up makes a huge difference.