CASE STUDIES
Five practices. Five turnarounds.
These are practices I worked beside during my years supporting independent optometrists at LensCrafters and Pearle Vision. Each one started with a number the owner did not like. None of them needed new patients. Results are drawn from my own records and are stated as I recorded them at the time; practice names are withheld.
Chicago, Illinois · 2010
Capture rate 40% → 75%
- The situation
- A practice with a 40% capture rate and lower sales than the practices around it.
- What we did
- Time on site. Retrained the manager and the optometrist, set action plans with the decision makers, and reviewed the numbers with the team every week.
- The result
- Revenue up about $40,000 a month after 120 days, with the same traffic and no added optometrist coverage. Within 180 days the practice held a 75% capture rate and ranked in the top three of 25 practices in its area.
Same patients. Same traffic. The practice changed how it worked.
Houston, Texas
Exams +30% · Revenue +8% · AUR +$18
- The situation
- An optometrist-owned Pearle Vision practice with a seasoned staff. Exams, revenue and average sale were all down, with the same doctor coverage.
- What we did
- It was not the doctor. A capable team had stopped holding itself accountable, and the best people were scheduled in the slowest hours. The owner and I built a plan: results visible to the team every week, best people on at peak.
- The result
- All three numbers recovered within 60 days of the visit: exams up 30%, revenue up 8%, average sale up $18. The owner told me he would have asked sooner had he known.
Let the team know you are watching the results, and schedule your best people when patients are in the building.
Philadelphia, Pennsylvania · 2011
AUR +$19 at every location in 45 days
- The situation
- A three-location Pearle Vision franchise with average eyewear sale declining across all three.
- What we did
- I listened to the owner first. Then I showed the team every unit they had sold, valued at the franchise average sale. Same units, different result. The gap was in how products were offered, not in who walked in.
- The result
- Average sale up $19 at all three locations within 45 days, from recommending products based on the patient’s needs. Revenue was rising within 30 days.
You do not need more patients to sell more. You need the conversation to match the prescription.
Dallas, Texas · 2016
Exams +30% in 60 days
- The situation
- Exams declining year to date with the same doctor. Staff turnover had left patients unwelcomed, insurance questions unanswered and phones poorly handled.
- What we did
- Full retraining with some new hires, a top-ten accepted-insurances list at the front desk, and a staff scorecard reviewed weekly.
- The result
- Exams even with prior year within the first month, then 30% above the prior month within 60 days.
The exam count is a front-desk number before it is a doctor number.
Miami, Florida · 2015
From below standard to exceeding it in 90 days
- The situation
- A practice whose KPIs ran below average. From my office it looked like an absentee owner.
- What we did
- I flew in. The optometrist-owner was present every day, and needed support and training, not pressure. We built the plan together and worked it in the practice.
- The result
- Ninety days later the practice was beginning to exceed standards. The owner never made the call for help; the changes were worth thousands of dollars a month.
The owner who needs help most is often the one who has not asked. Make the call.
LuxeVista Advisory Group provides business advisory services only. Results above were achieved in an operating role and depend on each practice’s execution; they are not a guarantee of future results. Client results from LuxeVista Advisory Group engagements will be added here as engagements close and clients approve.