Hiring for keeps

Hiring right and firing when necessary can be difficult. This is especially true for small business owners who manage small teams. Great hires can boost morale and productivity, while poor hiring decisions can have the opposite effect. It can be the difference between a team that functions, and a team plagued by friction. I’ve written […]

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Reflecting on International Women’s Day 2021

Today I virtually attended the 22nd annual Influential Women in Business Awards. The event honoured six incredible B.C. women who have led remarkable lives and careers. The broadcast was hosted by Business in Vancouver and co-emceed by my friend Hayley Woodin, and the speeches throughout truly inspired. One of the themes that emerged was how far we’ve […]

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Communicating gratitude at work

This book on gratitude in the workplace couldn’t be timelier. The pandemic has created so many challenges for business owners and employees. Work can be challenging, even at the best of times. When you layer on health and safety concerns, serious financial risks and not being able to meet with colleagues face-to-face, work can become […]

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Take time to build trust

Many business owners appreciate customer and employee loyalty, but too often, that loyalty gets taken for granted. I have seen owners dismiss the concerns of disappointed customers and point instead to their policies without compromise. I have also seen practice leaders put down staff members in front of patients. There are, unfortunately, too many stories […]

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Employee engagement: COVID-19 holiday edition

After a long and challenging year, there is a lot to be grateful for this holiday season. As we give thanks for our health, our families, and our support networks – let’s also remember to thank the employees who help run and manage optometry practices across the country. Whether a front desk coordinator, optometric assistant, […]

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10 questions to start the new business year

I have always felt that September is a great time to reflect, renew and set new goals. In a way, it’s like a whole new year. Those with kids know that family lives often revolve around the school year more than they do the calendar year. Even for those who aren’t parenting young students, there […]

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Management to-do’s for your practice

Summer is one of the best times to prioritize business management tasks ahead of a typically busy fall season. This is especially true this year, when many optometry practices have been adjusting and facing one challenge after another non-stop since the pandemic started. August is a good time to take a moment and assess what […]

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Customer service tips for COVID-19

When business is good, customer service is important. When a pandemic has upended business as usual, customer service becomes critical. With various health and physical distancing measures to manage, business restrictions and new norms, it’s easy to put seemingly less urgent business practices on the back-burner. After all, we are all doing our best to […]

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Ramp up your recalling this summer

This time of year, I normally write about the importance of scheduling around staff summer vacations. I’ve written about the benefits of hiring a locum, and about fun ways to keep your team motivated. Momentum is important, and it often takes a little extra work to keep practices busy and fully booked in July and […]

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