Optometric practices interact on a daily basis with some or all of the above individuals or companies:
Spectacle lens manufactures
Contact lens suppliers
Health care professionals and specialists
Medical aids and optical management companies
Delays, mistakes, wrong orders and many other controllable and uncontrollable obstacles and challenges may arise at any given point in time.
That means the practice must be in a position to deal with all kinds of problems.
The true test of any business that esteems itself as one that offers great service delivery is how it deals with problems that arise.
“I don’t know” can never be an answer that stems out of a practice.
The Problem Solving Process involves the following:
Identification of the problem
Prioritization of the problem
Defining the problem for what it is
Selecting the necessary people to help address the problem
Collecting problem causes
Selecting the best possible solution
Implementing the solution
Evaluating the solution implemented
Setting up principles and procedures to keep problems from recurring
The role of the Optometric Leaders in helping people solve problems is to:
Never allow others to think you have the best answers for all problems
Ask the right questions
Become a coach
List the different solutions on paper
Ask the team to decide on what they think the best solution should be
Develop a game plan and ask the staff for ownership and accountability
Never forget though that the Optometric Leadership Team should have the highest level of intuition compared to everyone around them
Therefore that requires you as the leader to be readers of the following:
Situations – You must capture details that elude the team
Trends – You must have the ability to smell the change in the wind
Resources – You must know what is happening with money, raw materials; technology and people as a whole
People – You must sense what is going on with the team
Themselves – You must have a full awareness of the strengths; skills; weaknesses and current state of mind of the team