Doctor-Guided Eyewear: Concierge Care Builds Trust and Revenue

I designed my practice, Route 33 Eye Care & Optical Boutique, around an idea that eye care should feel personal and not transactional. I’ve spent the past year even more focused on this goal, with a shift in my business model to more of a concierge-style of health care service.

It was an avenue we explored out of necessity with staff turnover, and I’m so glad we did. Patients are loving it. They are looking for health care experiences that are personal and transparent, and this new routine hits the mark.

The change benefits our business, too. Our optical revenue has increased 38.7% when looking back at June 2025 through March 2026 compared to the same time frame from 2024 to 2025. In that same comparison, our optical revenue per exam is up about $83, an increase of 16.3%.

If you’re stuck in a spot with staffing, step back and think about it first. Here’s how my experience shaped the future of my practice.

DO YOU NEED TO REHIRE?

When our optician left the team in the spring of 2025, I quickly stepped in to cover the gaps. I started fitting all the glasses, and originally, I wondered how I would do it all. But over time, I noticed patients were appreciating the time I was spending with them. They wanted to support the business even more.

I realized that maybe I didn’t need to rush to fill the spot. And a year later, I can honestly say that losing staff gave me clarity on the best business model for our location. As we continue into our third year, we are growing with a loyal, established patient base and new patients joining our schedule each day.

BREAKING FROM TRADITION

With our new office flow, I’m no longer disconnecting from patients after the exam room. Now, I guide patients through the entire process. That concierge model allows me to spend more time with each patient.

Patients share that they love the doctor-guided eyewear selection. It gives new meaning to following my exam room recommendation. In the optical, I can refer to their eye health and their visual demands and personally help them select what they need.

They are more confident in their purchase when I provide this education and the connection to how it will accentuate their day-to-day life. Patients trust that I understand the big picture.

I’m not a salesperson, so my approach is purely needs-based. Patients appreciate that.

PERSONALIZED ATTENTION

People have direct access to the doctor, which they are loving. They don’t necessarily have that kind of attention from other specialists, and I feel like I’ve set myself apart. Our goal is not to see the most patients we can in a day. We’re focused on providing the best experience and outcomes for each patient.

We’re creating an environment where people can ask questions and understand their overall vision needs and eye health. I think that should be the standard.

SCHEDULE SHIFT

I still have my assistant, Betsy, with me. We’ve been together for more than five years, and I consider us a dream team, working to keep the practice running efficiently.

At the beginning of our staffing change, I wasn’t sure how much time to schedule, so I allowed an hour for each visit. At the beginning of 2026, I made a shift to 45 minutes per exam. We typically see eight to ten patients per day. Our glasses-only fittings are 20 minutes.

This is our sweet spot right now. Sometimes there are adjustments, as every exam and person are different. While some patients are in and out, others like long explanations and try on every frame.

FIND YOUR INSPIRATION

Our entire community is all small businesses. I get inspiration daily from interacting with other business owners, as well as our locals and tourists. I enjoy getting to know those who come to the office and building long-term relationships. As I spend more time with patients in the optical, I feel that we are achieving that goal. When patients come in looking for something different, we do our best to deliver just that. I often see a sigh of relief. Patients don’t want to feel processed. They want to feel like they are making a genuine connection.

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