Budgeting article Trevor Miranda

Budgeting isn’t always a welcome topic—whether in family finances or in business operations. In a full-scope optometric practice, however, it is essential.

While most people agree it’s wise to live within your means, the idea of putting numbers to paper and tracking them often meets hesitation.

 

 

Why a Budget Matters

A well-structured budget provides greater control and visibility over a clinic’s financial health. Metrics such as revenue per patient, cost of goods sold (COGS), and operating expenses become easier to monitor, allowing for more informed and timely decisions.

 

Budgeting also identifies areas where spending can be optimized without compromising care standards.

In addition to enhancing day-to-day operations, a comprehensive budget supports strategic planning. Practice owners can evaluate the financial feasibility of new equipment purchases, expanding staff, or opening additional locations. Understanding financial capacity enables more confident and sustainable growth.

 

Effective budgeting also promotes healthier cash flow. By anticipating fluctuations in patient volume, timing of insurance reimbursements, and seasonal inventory needs, practice owners can avoid financial disruptions and maintain steady operations year-round.

 

Revenue Forecasting

Forecasting revenue begins with a review of historical data and patient visit patterns. Seasonal variations in patient flow, insurance reimbursement cycles, and optical retail trends should all be considered. Revenue projections should also account for optical sales performance and local market dynamics.

 

At our clinic, we further refine this process by forecasting income across each specialty service—such as Vision Therapy, Myopia Management, Dry Eye, AMD Wellness, and Low Vision. This segmented approach provides more granular insight into what’s driving growth and where to allocate resources.

 

Managing Expenses

A clear view of fixed and variable costs is critical to effective budgeting. Fixed costs—including rent, utilities, equipment leases, and base salaries—remain relatively stable. Variable expenses, such as supplies, commissions, and part-time staffing, fluctuate with patient volume and service demand. Operating costs, including marketing, continuing education, and office maintenance, should be monitored and adjusted as needed.

 

Technology investments, such as diagnostic equipment and cloud-based software subscriptions, also require strategic allocation within the budget. Ensuring these expenditures align with practice goals helps maximize their return on investment.

 

Inventory Oversight

Inventory management is a key area where budgeting and operational efficiency intersect.

Tracking frame and contact lens turnover rates helps avoid overstocking. Setting par levels for frequently used supplies can minimize waste. Monitoring expiry dates on perishable products—like diagnostic strips or eye drops—is essential for compliance and cost control.

Periodic reviews of product mix performance inform smarter purchasing decisions.

 

Setting Up and Monitoring a Budget

Creating an effective budget begins with setting realistic monthly revenue targets based on historical performance and growth goals. Expense categories should be clearly defined, and allocation limits set for each. Establishing a cash reserve can provide a buffer during slower periods. Investment priorities—such as new technology, staff training, or marketing—should be clearly outlined.

 

In our practice, budget performance is reviewed regularly. During weekly leadership meetings, we compare actual results with projections, identify discrepancies, and investigate the underlying causes. This allows us to adjust spending or recalibrate forecasts as needed. Ongoing market analysis ensures the budget remains responsive to industry changes.

 

Technology Tools

Modern practice management tools can simplify financial oversight. Software platforms for revenue tracking, inventory management, and electronic health records (EHR) analytics provide real-time insights. Cloud-based accounting systems help streamline financial reporting and budget monitoring.

 

Engaging the Team

Team engagement can improve budget adherence and efficiency. Sharing relevant financial goals and KPIs with staff fosters a culture of accountability. Providing basic financial literacy and performance training enables employees to better understand their role in achieving those targets. Incentive programs tied to budget milestones can further motivate the team.

 

Reviewing and Adapting

Regular financial reviews are essential. Monthly check-ins, quarterly assessments, and annual budget revisions help keep the financial plan on track. When needed, consulting with professional financial advisors can offer a fresh perspective and strengthen the budgeting process.

 

Risk Planning

An effective budget also incorporates risk management. Maintaining emergency funds, reviewing insurance coverage, and planning for equipment replacement are all essential. Budgeting with economic variability in mind ensures resilience during uncertain times.

 

Strategic budgeting is more than just expense tracking—it’s a foundation for operational stability and sustainable growth. By implementing these practices, optometric clinic owners can make better-informed decisions, optimize their resources, and continue delivering high-quality patient care.

 

A well-managed budget not only supports business performance, it enables visionaries in eyecare to lead with confidence in a competitive landscape.

 

2024 Trevor Miranda

DR. TREVOR MIRANDA

Dr. Miranda is a partner in a multi-doctor, five-location practice on Vancouver Island.

He is a strong advocate for true Independent Optometry.

As a serial entrepreneur, Trevor is constantly testing different patient care and business models at his various locations. Many of these have turned out to be quite successful, to the point where many of his colleagues have adopted them into their own practices. His latest project is the Optometry Unleashed podcast.


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OSI MAy 2025 sponsored post featured image woman in office setting

As the optometry landscape evolves, more practitioners are questioning the traditional paths laid out before them. The allure of corporate contracts—offering fast starts and short-term security—is giving way to a deeper desire for autonomy, growth, and meaningful patient relationships.

For OSI Members like Dr. Skylar Feltis of Pinehouse Eyecare and Dr. Joe Hoja of Peterborough Optometric, independent practice offers a future that is not only more rewarding but entirely their own.

Reclaiming Control: Why Corporate Models Fall Short

The former began his career within the corporate model. And while these settings provided structure, they also imposed rigid policies that distanced the Dr. Feltis from key decisions. He recalls, “There was a very noticeable difference with respect to freedom of choice that was felt by the doctors and staff. This affected efficiency, service, product quality and, most importantly, staff morale due to chronic frustrations.”

Dr. Joe Hoja, meanwhile, took a different route. Independent from the start, he’s experienced the rewards and the challenges of forging his own path from day one. For Hoja, it’s the sense of ownership and direct impact on patient care makes it all worthwhile. “I prefer to bet on myself,” he says.

Building Leadership—and Legacy—Through Independence

Raised on a grain farm, Dr. Feltis likens private practice to running a small business: “The harder and smarter you work, the more successful you can be. You get all the responsibilities and freedom of being in charge, and you can have a significant impact on how your business grows.”

For Dr. Hoja, leadership has always been central. “Leaders not only grow businesses, but they also grow people,” he says. “It has been my honour to foster growth in so many outstanding human beings. The human element is an underestimated benefit of growing your own practice.”

A Supportive and Collaborative Culture That Puts Patients First

Independence, they both emphasize, goes beyond ownership. It’s about creating a supportive and collaborative culture where patient relationships thrive. In corporate environments, efficiency and volume often overshadow the patient experience. In independent practices, the focus shifts back to connection—and innovation.

Dr. Feltis’s team took all staff and doctors to Disney World to experience what it feels like to receive “life-changing” service firsthand. “It’s hard to create those experiences if you haven’t experienced them yourself,” he says. “We have countless stories of our staff or doctors doing something for a patient that’s completely unrelated to optometry—just to leave an impact.”

Accelerating Clinical Innovation with Agility

Clinical innovation moves faster, too. Dr. Hoja cites his clinic’s focus on early diagnosis and advanced treatment for age-related macular degeneration. “Being an independent practice owner, I alone can make purchasing decisions,” he says. “We now have unique technology and treatment protocols giving patients the absolute best AMD outcomes.”

Investing in People, Building for the Future

Financially, independence brings significant long-term rewards. Growing from two to seven clinics, Dr. Feltis highlights the ability to build equity, purchase real estate, and reinvest in staff. “We’ve built a lot of equity in the business and purchased some of our buildings,” he says. “We can also compensate our staff very well, which has a significant impact on our culture and clinic atmosphere.” It’s this kind of reinvestment that builds loyalty while supporting long-term operational success and sustainable growth.

Dr. Hoja views it in even broader terms, “Growing a successful independent business is the greatest game ever played.”

Partnering for Success: The Power of Community

Still, independence does not mean isolation. Both doctors credit OSI Group as a crucial ally, offering business coaching, access to the Optosys EMR system, preferred supplier agreements, and a network of like-minded professionals. “Independence is somewhat of a misnomer. You don’t have to be alone,” Dr. Hoja says. “The OSI Group can be your partner in success. They do not have a hidden corporate agenda. Your success leads to theirs.”

Shaping the Future of Independent Optometry

Today, with the right support, independent practice offers optometrists a chance to lead, innovate, and optimize business operations while shaping the future of care on their own terms.

To learn more, visit www.opto.com or contact OSI Group at info@opto.com.


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Optometric Office for sale

Our client developed a health condition about 10 years ago.

Prudently, she engaged us for an appraisal a few years back, and the initial plan was to sell her optometry practice to a family member and/or one of the senior associates.

Then her condition worsened rapidly, and she passed away before we had time to implement the full strategy.

After a respectable time had passed, for all concerned, the family member and the senior associate were reluctant to commit to the takeover. This surprised the widower because that was the intention they shared previously.

Unprepared for this disappointment, we had to re-evaluate the options as considerable time had now passed and the regulator was in the waiting with their guidelines governing the period that an estate can operate a practice.

Conclusion: It was time to go to the wide-open market and seek an arm’s-length buyer.

Anybody looking at the practice had serious concerns about why a family member, or a very senior and productive associate would not commit to the office, but we managed to get through all those accidental stigmas and eventually found a purchaser who was ready to proceed.

The Next Hurdle

Our client had started the process of incorporation and the required Section 85 Rollover, but that was not completed before she passed.

NOTE: A Section 85 rollover is a provision in the Canadian Income Tax Act that allows the transfer assets (like your optometry practice) into a corporation without immediately triggering a big tax bill on the increased value of the assets.

We had to do a lot of investigative research to see if it was legal for the estate to complete the transfer of an optometry practice to a fully formed corporation where the sole and only shareholder is deceased.

I cannot tell you how many consultations we had with accountants, lawyers, the College, and tax & legal experts in this regard.

A definite learning journey for myself and the others involved.

It was established that it was possible, with the sole purpose of allowing the estate to sell the optometry practice as qualifying shares and thus claiming the lifetime capital gains exemption that my dearly departed client was unable to realize.

And Then, Another Hurdle

The building had been sacrificed to a substantial development, and the arrangement that the planning department made with the developer was that in order to assemble a number of very expensive properties in the downtown core, this particular building would be part of the parcel but was to be sacrificed and become greenspace, therefore, it had to be demolished.

This was known many years in advance, so all the leases in the building contained the kiss of death – excuse me and pardon the tragic pun – which is the demolition clause.

So, who would want to buy a practice with the stigma of disinterested family members and associates and a landlord unwilling to give you more than a two-year term with the black cloud (a looming guillotine) in the form of a demolition clause with no clear end date?

Not me!

And to make matters worse, the property is managed by the City, and their approval process requires the navigation skills of a ship’s captain in a hurricane!

Honestly, you cannot even fathom the absurdity of the bureaucracy!

I would say this is the most complicated and convoluted file I have ever worked on, and I am very pleased to report that the estate has been paid in full by the purchaser, and the purchaser does have a nearby location, and their intention is to move the practice quite soon.

All the staff will keep their jobs.
All the associates will stay gainfully engaged.
And all the patients will be looked after.

It is a happy-ever-after ending, but not without a dramatic unfolding of circumstances and situations that I have never seen in my career.

What is your takeaway?

Check your corporate documents and make sure your corporation is in order right now.
Is your spouse or children a shareholder(s)? Are you sure about that?

Have a look at your will and make sure everything is in order. Make sure your will is executed and signed with copies kept with your trusted advisors.

And if you have a premises lease, have a good look at that right now.
If you do not want to do it, Realty Lease Consultants will do it for you. 1-877-216-1013

 

Jackie Joachim, COO ROI Corp

JACKIE JOACHIM

Jackie has 30 years of experience in the industry as a former banker and now the Chief Operating Officer of ROI Corporation. Please contact her at Jackie.joachim@roicorp.com or 1-844-764-2020.


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Revenue RX podcasts

You can have the best inventory, sleek branding, and top-tier location—but if your team isn’t engaged, motivated, and trusted, your optical retail business will struggle.

In this episode of Revenue RX: Optical Retail Wins, I uncover one of the most overlooked drivers of optical success: valued employees. If your only revenue source is the customer, then your biggest asset is the employee—the one who interacts with that customer.

This episode is a blueprint for how to hire, engage, and empower the right people—and why attitude, not just skills and knowledge, is the real currency of success in your store.

Attitude Trumps Everything: Hiring for Success

Most businesses hire based on skills and experience—but what really predicts success is attitude.

I reference the Carnegie Triangle Study, which revealed:
✔️ 15% of success comes from skills and knowledge
✔️ 85% of success comes from attitude

So why do we keep hiring based on résumés instead of mindset?
Skills can be taught. Knowledge can be gained. But attitude—drive, ambition, discipline, focus, and enthusiasm—is what fuels real performance.

Instead of rushing to fill a gap with whoever’s available, take the time to assess whether a candidate has the right outlook, energy, and values. One poor hire can derail morale, customer experience, and ultimately your bottom line.

Engagement = Performance

Let’s face it: happy, supported employees perform better.

If someone enjoys coming to work, understands their purpose, and feels aligned with the business’s goals, they’ll naturally contribute more, stay longer, and provide better customer service.

Here’s the secret to employee engagement:
✔️ Understand their personal goals—not just their work tasks.
✔️ Align those goals with the objectives of the business.
✔️ Give them autonomy and ownership in how they contribute.

If your team understands why their work matters—to both the business and their own lives—they’ll go the extra mile.

Culture Isn’t Just for Big Companies

Even if you have one store and a handful of employees, culture matters. Culture shapes how your team behaves, how they treat customers, and how your business is perceived in the community.

Culture is built by:
✔️ Attitude-led leadership
✔️ Clarity of purpose
✔️ Daily actions that reflect shared values

It doesn’t have to be fancy—but it has to be intentional. When everyone buys in, you create a space that attracts loyal customers and keeps great people.

Act Like an Owner—Even if You’re Not One

When I started in optical retail, I had no experience. But what I had was attitude—I acted like an owner. I learned the business from the inside out and discovered that the reverse was also true:

Employees need to act like owners.

When employees understand that everything matters—from the dust on the display shelf to the tone of voice at the front desk—they start to take ownership of their performance.

Here’s how to help your employees think like owners:
✔️ Involve them in decisions
✔️ Give them visibility into the business
✔️ Ask them to find solutions, not just execute tasks
✔️ Reinforce that their actions affect the future of the business

When people take pride in the business, they protect it, promote it, and improve it.

Marketing Is What Your Team Does Every Day

You can invest thousands in marketing, branding, and ad placement—but all of it can be undone by one bad customer interaction.

Customers don’t separate the person at the front desk from your Facebook campaign—they see one brand. That’s why every employee is an extension of your marketing strategy.

✔️ Treat your employees like your brand ambassadors
✔️ Make sure they understand how their actions affect perception
✔️ Recognize that the customer experience is the most powerful form of marketing you have

A great team member can generate more loyalty than any billboard ever could.

Final Thoughts: Employees Are Your Brand

If the customer is your only source of revenue, then the employee is the engine that drives it. Hiring right, engaging consistently, and empowering your people will make or break your success.

In this episode, I break down:
✔️ Why attitude is more valuable than experience
✔️ How to build engagement by aligning personal and business goals
✔️ The importance of culture—even in a small store
✔️ Why your employees must act like owners
✔️ How every touchpoint is marketing in disguise

If you want your business to grow, you need employees who are in it for more than just a paycheck. You need people who believe in the mission, own their role, and reflect the brand every single day.

Ready to build a team that drives real results? Tune in to this episode of Revenue RX: Optical Retail Wins and find out how to transform your staff into your greatest competitive advantage.

And in the next episode, we’ll dive into Profiling the Optical Customer—because knowing your team is only half the story. You’ve got to know who you’re selling to next.

Joseph Mireault

Joseph Mireault

Joseph Mireault, Optical Entrepreneur, Business Coach, and Published Author.

Joseph was the owner and president at Tru-Valu Optical and EyeWorx for 16 years. During his tenure, he consistently generated a sustainable $500K in annual gross revenue from the dispensary.

He now focuses on the Optical industry, and as a serial entrepreneur brings extensive experience from a variety of different ventures.

Joseph is also a Certified FocalPoint Business Coach and looks to work directly with ECPs in achieving their goals.

Through his current endeavour, the (Revenue RX, Optical Retail Wins podcast) he shares the challenges and solutions of running an Optical business.

His insights are shared with optical business owners aspiring for greater success in his new book,  An Entrepreneur’s Eye Care Odyssey: The Path to Optical Retail Success.”  


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Stock market Roxanne Arnal article image

The current geopolitical landscape, marked by conflicts and economic uncertainties, has led to increased stock market volatility amid an ongoing news cycle creating fear. So what can you do?

What is Stock Market Volatility?

Stock market volatility refers to the frequency and intensity of price movements in the market. It is often measured by indices such as the S&P 500 and the TSX, which track the performance of the top US and Canadian stock markets, respectively. Volatility can be driven by various factors, including geopolitical events, economic data, and investor sentiment.

Market price represents what someone will pay at that given moment for the stocks on the listed market. Because people can be fickle, it’s become increasingly critical to manage your overall investment portfolio to help insulate you from “the great swing” or the next market impacted tweet.

Why are people so fickle right now?

Markets like predictability. Just like a full exam schedule, we get comfort in knowing our next available opening is two weeks out.

Geopolitical events, including conflicts and trade tensions, create significant uncertainty and dramatic fluctuations in global financial markets, requiring Canadian investors to manage these risks effectively.

 

Strategies for Managing Volatility:

  1. Diversification

A diversified portfolio spreads investments across various asset classes, sectors, and geographic regions.

Diversification reduces reliance on any single investment and helps mitigate the impact of market volatility.

For example, combining stocks, bonds, and alternative investments can provide a balanced approach.

2. Risk Assessment

Understanding your risk tolerance is crucial.

Investors should assess their comfort level with market fluctuations and adjust their portfolios accordingly. Everyone likes to finish with the greatest growth, but how you manage down markets, both in the magnitude of the dip and the length the dip lasts, will have a greater overall impact on your earnings than the markets themselves.

Know thyself and ensure your portfolio is aligned appropriately.

3. Long-Term Focus

It’s critical to avoid panic selling during market downturns.

Maintaining a long-term perspective can help investors ride out short-term volatility and benefit from potential market recoveries.

Source: JP Morgan, S&P 500 Index Total returns from January 1, 2003 to December 30, 2022; https://www.visualcapitalist.com/chart-timing-the-market/
Source: JP Morgan, S&P 500 Index Total returns from January 1, 2003 to December 30, 2022; https://www.visualcapitalist.com/chart-timing-the-market/ 

Missing out the best market days has an astounding impact on your overall return. Staying focused on long-term goals rather than reacting to daily market movements is key.

 

4. Regular Portfolio Review

Periodically reviewing and rebalancing your portfolio ensures it remains aligned with your investment goals and risk tolerance.

This can involve adjusting asset allocations or adding new investments to enhance diversification.

Don’t forget that market downturns can be a great opportunity to purchase more of a good business at a discounted price.

Conclusion

Managing stock market volatility requires a strategic approach that includes not only how your portfolio is structured, but also your response to the volatility.

By implementing the above strategies, you can navigate the complexities of today’s financial environment with greater confidence and security.

Being proactive, rather than reactive, is your best defense.

Unsure if you have a solid portfolio to weather the storm? We offer a no obligation second opinion services. Reach out to via email at roxanne@c3wealthadvisors.ca or call 780-806-3097 to arrange your second opinion.

Roxanne Arnal is a Certified Financial Planner®, former Optometrist, Professional Corporation President, and practice owner. Today she is on a mission to Empower You & Your Wealth with Clarity, Confidence & Control.

These articles are for information purposes only and are not a replacement for personal financial and tax planning. Individual circumstances and needs vary. Tax strategies should also be discussed with your tax accountant and lawyer. Errors and Omissions exempt.

 

 

 

ROXANNE ARNAL,

Optometrist and Certified Financial Planner

Roxanne Arnal graduated from UW School of Optometry in 1995 and is a past-president of the Alberta Association of Optometrists (AAO) and the Canadian Association of Optometry Students (CAOS).  She subsequently built a thriving optometric practice in rural Alberta.

Roxanne took the decision in  2012 to leave optometry and become a financial planning professional.  She now focuses on providing services to Optometrists with a plan to parlay her unique expertise to help optometric practices and their families across the country meet their goals through astute financial planning and decision making.

Roxanne splits EWO podcast hosting duties with Dr. Glen Chiasson.


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NextGenOD podcast

In this episode, hosts Dr. Amrit Bilkhu and Dr. Alexa Hecht sit down with Dr. Kerry Salsberg to explore the art of creating unforgettable patient experiences in optometry. As a second-generation optometrist and owner of the renowned Eyes on Sheppard, Dr. Salsberg shares his 30-year journey from a small wartime house practice to a 10,000-square-foot clinic with nine doctors and 40 staff. This candid conversation dives into building trust, embracing technology like EMR systems, and staying ahead in a rapidly evolving profession.

Episode Highlights:

  • Sunny Sundays and Family Ties: Amrit and Alexa kick off with a warm chat about Dr. Salsberg’s busy Sunday hosting a Seder, setting the stage for his heartfelt insights as a second-generation OD.
  • From Grade One to Optometry Greatness: Dr. Salsberg reflects on his lifelong calling to follow his father’s footsteps, inspired by patient stories and the “sizzle” of private practice.
  • Dreaming Big in Private Practice: Practical advice for new grads considering ownership—create a 2, 5, and 10-year plan, invest in your practice, and take calculated risks for big rewards.
  • Mastering the Patient Experience: Learn how to connect authentically by listening, leaning in, and personalizing care, turning routine exams into meaningful interactions.
  • Balancing Time and Trust: Dr. Salsberg shares strategies for new grads in high-volume settings to advocate for longer exam times, plus insights from COVID-era shifts that boosted revenue per patient.
  • EMR Evolution: Discover why Dr. Salsberg transitioned from paper charts to Optisys, streamlining backend tasks to free up time for front-facing patient connections.
  • Data-Driven Success: How daily KPI tracking (e.g., revenue per patient, no-show rates) and OSI’s business coaching help optimize clinic performance and patient outcomes.
  • The Future of Optometry: Dr. Salsberg’s vision for AI-driven virtual scribes, integrated diagnostics, and VoIP phone systems to enhance efficiency and patient care.

Listen now to uncover how passion, technology, and authentic connections can shape a thriving optometry career, whether you’re a student, new grad, or practice owner!

Special Guest:

Kerry Salsberg, OD, practices in Toronto, Ontario, where he owns Eyes on Sheppard, a state-of-the-art private practice with nine doctors and 40 staff. A 1994 University of Waterloo graduate, Dr. Salsberg is a second-generation optometrist who expanded his father’s practice into a leading eyecare destination. Passionate about mentorship, he loves guiding young ODs to realize their potential through innovative patient care and practice management. To connect with Dr. Kerry Salsberg for questions or mentorship, email him at eyeker@gmail.com.

Your Hosts:

  • Amrit Bilkhu, OD, FAAO, FOVDR
  • Dr. Amrit Bilkhu graduated from the Illinois College of Optometry in 2019 and completed a Vision Therapy & Rehabilitation residency program at UC Berkeley School of Optometry in 2020. She is a fellow of the American Academy of Optometry and the Optometrists in Vision Development and Rehabilitation. Dr. Bilkhu owns her private practice, Northern Sight Optometry, in Vaughan, Ontario. In her spare time, she serves as a board member for Vision Therapy Canada, writes articles for optometry blogs, and shares her knowledge on her professional social media page.
  • Alexa Hecht, OD
  • Dr. Alexa Hecht obtained her Doctor of Optometry from the University of Waterloo in 2021. She currently practices at Bayview Vision in Toronto, Canada, where she enjoys seeing patients of all ages and has a clinical interest in dry eye disease and ocular aesthetics. Dr. Hecht has a significant social media following on Instagram and TikTok, where she aims to educate the public about the importance of eye health and clean beauty habits. She is passionate about inspiring and mentoring the next generation of optometrists.

Future Focus is proudly sponsored by OSI Group.

OSI Group

Future Focus is proudly sponsored by OSI Group—an organization dedicated to helping independent optometrists thrive. Acting as your behind-the-scenes partner, OSI Group provides mentorship, education, enhanced buying power, and opportunities to connect with industry experts and peers. With a nationwide community and innovative initiatives, it equips you with the tools and confidence to stay competitive while maintaining autonomy and prioritizing patient care. Learn how OSI can support your success at www.opto.com.


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Revenue RX podcasts

Trust is the foundation of every relationship—whether in business, friendships, or customer interactions. Without trust, everything becomes harder. Customers hesitate, employees disengage, and business growth stalls. But with trust? The possibilities are endless.

In this episode of Revenue RX: Optical Retail Wins, I explore why lack of trust is your biggest expense. It leads to wasted time, lost customers, and decreased revenue. On the flip side, building trust accelerates sales, boosts loyalty, and strengthens teams.

Listen to this episode now
Listen to this episode now

So, how do you cultivate trust with customers, employees, and business partners? It all starts with clarity, competence, consistency, and transparency.

The True Cost of Lost Trust

Think about it—if your customers don’t trust you, they’ll hesitate to buy. If your employees don’t trust you, their performance suffers. If your business lacks transparency, inefficiencies creep in, morale drops, and revenue declines.

Studies show that in high-trust work environments:
✔️ Employees experience less stress and burnout
✔️ Productivity is higher
✔️ Engagement and job satisfaction increase
✔️ Businesses see higher customer retention

Without trust, you’re constantly working harder for smaller returns. But when trust is present, business flows more smoothly—customers return, employees are motivated, and revenue grows organically.

How to Build Trust in Business

Trust isn’t built overnight, but small, consistent actions create lasting confidence.

✔️ Clarity = Trust
Lack of clarity leads to frustration and doubt. People need to know what to expect—whether it’s customers understanding pricing or employees understanding expectations. Transparent, direct communication builds confidence.

✔️ Competence = Trust
Customers need to believe in your expertise before making a purchase. Staff training is essential—when your team understands products and can educate customers, it builds trust effortlessly.

✔️ Consistency = Trust
Trust isn’t built on one good experience—it’s built on repeated positive interactions. Businesses that offer consistent service, pricing, and messaging earn customer loyalty.

✔️ Transparency = Trust
Employees and customers alike value honesty. Whether it’s explaining business decisions, admitting mistakes, or providing clear product information, being open fosters credibility.

Clarity: The Key to Empowerment & Trust

One of the most powerful ways to build trust is clarity.

Here’s an example: While working in Japan, I advised a restaurant owner named Komi. His business was struggling, and he wanted my help. The problem? His team didn’t understand their role in driving success.

The company’s structure was traditional—decisions were made at the top and filtered down. But the real revenue drivers weren’t the executives—they were the employees interacting with customers every day.

So, I flipped the structure. Instead of dictating from the top, I encouraged Komi to empower his staff by visiting each location personally. He clarified expectations, reinforced their importance, and built trust in their ability to succeed.

The result? A motivated, engaged workforce that took ownership of their roles—and revenues grew as a direct result.

The Power of Honesty & Transparency

Trust and transparency go hand in hand. Customers and employees need to know that you mean what you say.

When I owned my optical stores, my staff stayed with me for years—some for over a decade. Why? Because I was transparent. I involved them in business decisions, valued their feedback, and made them feel like partners, not just employees.

For customers, transparency is just as critical. Imagine walking into an optical store and being bombarded with sales tactics instead of straightforward advice. Would you trust that business? Probably not.

Honesty, fair pricing, and clear explanations build long-term relationships and repeat customers.

How to Build Trust in Sales

Trust is the shortcut to faster sales. Customers buy from people, not businesses—and they buy from people they trust.

Here’s how to create trust in the sales process:

✔️ Listen first, sell second – Customers don’t care how much you know until they know how much you care.
✔️ Educate, don’t manipulate – Provide value-based recommendations instead of just pushing products.
✔️ Be transparent about pricing – No hidden fees, no surprises.
✔️ Follow through on promises – If you say it, deliver it.
✔️ Be authentic and relatable – People buy from people they like and trust.

The strongest salespeople don’t “sell”—they help customers make informed decisions.

Final Thoughts: Is Lack of Trust Costing You?

Trust isn’t just a feel-good concept—it’s the foundation of every successful business. Without trust, sales slow, customers hesitate, and employees disengage.

But when trust is high:
✔️ Customers buy faster and return more often
✔️ Employees are more engaged and productive
✔️ Business flows more efficiently—and revenue grows

Ask yourself: What is lack of trust costing you?

If you’re ready to transform trust into your greatest asset, tune in to this episode of Revenue RX: Optical Retail Wins. And don’t miss the next episode, where we’ll explore how to build the ultimate high-performing team—because your employees are your greatest asset!

Joseph Mireault

Joseph Mireault

Joseph Mireault, Optical Entrepreneur, Business Coach, and Published Author.

Joseph was the owner and president at Tru-Valu Optical and EyeWorx for 16 years. During his tenure, he consistently generated a sustainable $500K in annual gross revenue from the dispensary.

He now focuses on the Optical industry, and as a serial entrepreneur brings extensive experience from a variety of different ventures.

Joseph is also a Certified FocalPoint Business Coach and looks to work directly with ECPs in achieving their goals.

Through his current endeavour, the (Revenue RX, Optical Retail Wins podcast) he shares the challenges and solutions of running an Optical business.

His insights are shared with optical business owners aspiring for greater success in his new book,  An Entrepreneur’s Eye Care Odyssey: The Path to Optical Retail Success.”  


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FYihealth group logo

In recent months, many questions have surfaced regarding new insurance initiatives in the Canadian market. This article is designed to provide a factual, comparative overview of vision care insurance in Canada and the United States. The intent is to equip Canadian optometrists with a deeper understanding of both the risks and the opportunities on the horizon.

“When you can’t control what’s happening, challenge yourself to control the way you respond to what’s happening. That’s where your power is.” — Unknown

The Dental Model: A Blueprint for Vision?

The dental profession in Canada has built a relationship with insurance providers that optometry envies and has yet to achieve. Nearly every employer-sponsored benefit plan includes dental coverage, driving regular visits and fair compensation for dentists. While optometry has attempted to follow a similar path for over 40 years—through associations, governments, and commercial initiatives—all efforts have failed. Why have these efforts failed?  The optical industry is different than dentistry BUT the dental profession found ways to work together that optometry has not been able to replicate.

The Canadian Reality: Vision Care by the Numbers

  • Insurance Coverage: Only 43% of Canadians report having vision care insurance. 52% do not, and the rest are unsure.
  • Exam Avoidance:
    • 29% avoid eye care due to cost.
    • 24% skipped exams this year because insurance did not cover it.
    • 8% avoid exams because they experience no symptoms.
  • Long Gaps in Care:
    • 1 in 4 Canadians who don’t wear glasses have not had an eye exam in over 10 years.
    • 16% had their first eye exam after age 31.
    • Average time between eye exams is 21–26 months.
  • Utilization Patterns: Eye exams and eyewear purchases are significantly higher among those with Vision insurance.

Despite high-quality optometric care, Canada sees among the lowest eye exam rates in the developed world. Is more insurance coverage the solution?

The U.S. Model: A Managed Care Machine

The U.S. vision care insurance model is vastly different. Coverage is broader, integration with employers is deeper, and overall health managed care dominates the landscape.

VSP: The Origin Story

Vision Service Plan (VSP) was founded in 1955 by California optometrists to fill empty appointment books. VSP remains a not-for-profit entity and is now the largest vision insurer in the U.S. It pioneered the “network model”—a foundational concept in understanding American vision insurance.

Managed Care and PPOs: How It Works

In the U.S., vision plans operate on Preferred Provider Organization (PPO) models.  Patients can either choose an in-network or out of network provider.

  • In-Network Providers: Better benefit, direct claim processing, and higher coverage levels.  A very convenient option for patients that lowers their costs and provides maximum benefit.
  • Out-of-Network Providers: Higher cost to patient, lower level of coverage, and no direct claims processing.

In reality, the vast majority of patients stay in network.

PPOs benefit employers with:

  • Lower premiums
  • Simplified administration
  • Greater perceived value

However, for optometrist providers, it comes at a cost:

  • Fees are dictated by insurers
  • Product usage may be mandated
  • Reimbursements are often below fair market value

Still, most optometrists join these networks out of necessity—the networks drive patient volume.

“The system you are part of will shape your destiny unless you decide to shape it first.”

Why PPOs Thrive in the U.S.—and Fail in Canada

In the U.S., insurers build massive networks that they “sell” to employers. In contrast, Canada lacks the infrastructure, network size, and centralized coordination to make PPOs viable.

Additionally, brokers often misunderstand and have an ignorance of the value of vision care, making it harder to sell.

Emerging Risks: The Tipping Point

The Canadian market is at a crossroads. Large multinational retailers, having succeeded in insurance-driven environments elsewhere in the world, are approaching Canadian insurers with enticing proposals. Insurers are listening.

Risks include:

  • Vertical integration: Insurers may buy or build networks, dictating terms to optometrists.
  • Lack of leadership: Associations, buying groups, and commercial efforts have not coordinated effectively.
  • Consolidation pressure: With little unity in the profession, outside forces may reshape optometry.

“If you don’t like change, you’ll like irrelevance even less.” — Gen. Eric Shinseki

The Opportunity: Rewriting the Narrative

Amid the challenges lies a powerful opportunity to redefine how vision care is valued by insurers and employers.

Key talking points for advocacy:

  • Optometrists are the first to detect diabetes 33% of the time and hypertension over 50% of the time in early stages (U.S. insurance data).
  • Vision care plans can generate a 15:1 return on investment through improved employee productivity (Versant Health, USA).
  • Eye care is increasingly seen as a pillar of preventive health, not just a corrective service.

We must push for broader coverage including:

  • Dry eye therapy
  • Low vision services
  • Vision therapy
  • Myopia control

If we tell our story—effectively and collaboratively—we have the chance to influence policy, funding, and benefit design.

“The best way to predict the future is to create it.” — Peter Drucker

Conclusion: Time to Choose Our Future

Canadian optometrists are at a pivotal moment. Will we innovate or observe? Take control or wait to be controlled?

Whatever path we choose, the profession must:

  • Protect its autonomy
  • Educate insurers and brokers
  • Build scale through collaboration
  • Advocate for full-scope care

Final Thoughts: A Call to Action

Every model—whether Canadian or American—comes with its own set of pros and cons.

  • The U.S. managed care system delivers broader access and stronger insurer relationships, but often at the expense of professional autonomy and fair compensation.
  • The Canadian model offers freedom and flexibility but lacks cohesion, coverage, and consistency.

Canada stands at a rare crossroads. We are not burdened by legacy structures, but that freedom is fragile.

We have a unique opportunity to tell our story—one that emphasizes how optometrists are not just vision correctors, but frontline providers in chronic disease detection, early intervention, and preventive care.

“People don’t buy what you do; they buy why you do it.” — Simon Sinek

If we do not take control of this narrative—if we allow vision care to remain simply an “allowance”—we risk losing the opportunity to:

  • Differentiate ourselves from retail and online providers
  • Demonstrate the full scope and impact of our care
  • Attract the attention of employers looking to invest in real wellness outcomes

Optometry is ready to lead in healthcare. But first, we must speak with one voice, educate with clarity, and advocate with purpose.

Because if we don’t define our value, someone else will—and it may not serve our patients, our profession, or our future.

This is a sponsored post.

Alan Ulsifer

Alan Ulsifer, OD

Chair and CEO FYidoctors

Dr. Ulsifer graduated from the University of Waterloo as an optometrist in 1990, where he was acknowledged for several awards in clinical achievement, including the Ontario Association of Optometrists Award for Excellence in Patient Management.

After graduating, Dr. Ulsifer became one of the founders and the managing partner of Northern Vision Centre, which developed into one of Canada’s largest independent optometric practices. Dr. Ulsifer has also been involved at the executive level with various not for profit Boards including: Alberta Optometric Association, Rotary, Optometry Giving Sight, the Alberta Freestyle Ski Association and the Grande Prairie Chamber of Commerce.

In 2008, Dr. Ulsifer oversaw the creation of FYidoctors, which still stands as the largest business merger in Canadian history in terms of the number of companies involved. He was awarded the Ernst and Young Emerging Entrepreneur Award for Western Canada in 2008 and the Top Canadian Entrepreneur Award in 2012. Dr. Alan Ulsifer has served on many Boards over the years and has an ICD.D designation.  He currently serves as CEO & Chair of the FYihealth Group and a board member of Dermapure, the worlds largest medical aesthetics consolidator which he was key in forming.


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Empower Your Practice Free CE Series

Eye Care Business Canada, in collaboration with the Clinical & Refractive Optometry (CRO) Journal, officially launched its three-part CE series EMPOWER Your Practice on April 9 with the first webinar, The Digital Journey: Using Data to Drive Practice Growth & Patient Care. The session drew strong participation from Canadian optometrists, reflecting a clear demand for practical strategies that merge clinical excellence with business acumen.

Presented by Dr. Wes McCann, a seasoned optometrist and owner of multiple practices, the inaugural webinar focused on how data can be used to make smarter, more efficient business decisions in daily optometric practice. Dr. McCann provided a compelling case for embracing analytics, not just to enhance profitability but also to improve the overall patient journey.

Throughout the one-hour, COPE-accredited session, Dr. McCann outlined how harnessing practice management data can reveal valuable insights—from tracking appointment flow and staff productivity to optimizing patient recall systems. He illustrated how metrics such as capture rate, average transaction value, and chair cost can be used to identify missed opportunities and inform future investments.

What set the session apart was its real-world approach. Dr. McCann shared personal examples from his own practice network, emphasizing how small, incremental changes based on solid data can lead to meaningful improvements over time. Attendees came away with specific takeaways they could immediately apply, such as refining intake processes, setting benchmarks for key metrics, and engaging the team in performance tracking.

The series continues on April 23 with Myopia Management in Clinical Practice presented by internationally recognized expert Debbie Jones, BSc (Hons) FCOptom, FBCLA, FAAO.

The third and final webinar, Leading Change: The Human Side of Practice Transformation, will be held May 14 and is co-presented by Drs. Trevor Miranda and Anita Voisin.

Why Attend?

✔️ Learn from top industry experts with real-world experience.
✔️ Get actionable insights to improve patient care and business efficiency.
✔️ Develop leadership skills to drive positive change in your practice.
✔️ Earn COPE CE credits—for free!

Don’t miss this opportunity to gain expert knowledge and elevate your practice.

👉 Click HERE to view full details and register now!

All three webinars are offered free of charge thanks to an unrestricted educational grant from Ocuco Canada.

Each session provides one hour of COPE-accredited CE and is designed to empower optometrists with tools to adapt and thrive in an ever-changing professional landscape.


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Revenue RX podcasts

Growth doesn’t always require big investments, flashy marketing campaigns, or risky expansions. In this episode of Revenue RX: Optical Retail Wins, I reveal the top secrets to organic revenue growth—how to maximize the potential already within your business.

This is not about shortcuts. It’s about working smarter, not harder. It’s about refining your current processes, increasing efficiency, and unlocking untapped opportunities. Many optical retailers focus on how to grow, but the real game-changer is what parts of your business you should grow.

If you’re ready to drive higher revenue without increasing your expenses, this episode is for you.

Listen to this episode now
Listen to this episode now

What is Organic Revenue Growth?

Simply put, organic revenue growth comes from within. It’s increasing sales through your existing operations—without borrowing money or investing in expensive marketing.

✔️ Maximizing customer retention—repeat customers spend more and refer others.
✔️ Increasing conversion rates—turning more walk-ins into paying customers.
✔️ Maximizing purchase value—upselling and cross-selling effectively.
✔️ Improving margins—negotiating better deals and adjusting pricing.
✔️ Strategic marketing—targeting the right audience with smart, cost-effective campaigns.

If your revenue growth depends solely on attracting new customers, you’re leaving money on the table. The real key is unlocking revenue from the customers you already have.

Key Strategies for Driving Organic Growth

  1. Focus on Conversion Rates

Most businesses think they need more customers to grow. But often, the real solution is better conversion rates—making sure the people already walking into your store actually buy something.

✔️ Track your conversion rate—do you know what percentage of visitors actually make a purchase?
✔️ Improve the hand-off—ensure a seamless transition from eye exam to dispensary.
✔️ Train staff on active listening and guiding customers through the buying journey.

A small increase in conversion rates can lead to massive revenue gains—without spending a dollar on marketing.

  1. Pricing Adjustments for Instant Profit Gains

Many optical retailers underprice their products without realizing how much profit they’re leaving behind. Even a small price increase of 5-10% can significantly boost revenue—especially if it’s still below the rate of inflation.

✔️ Adjust pricing strategically—test small increases and monitor customer responses.
✔️ Negotiate better deals with suppliers—get discounts for bulk purchases or early payments.
✔️ Shift the conversation from price to value—customers will pay more for an exceptional experience.

When I ran my optical stores, I quickly realized that increasing my frame prices by just 10% led to a direct increase in my bottom line—with zero additional costs.

  1. Leverage Cross-Promotions to Tap Into New Audiences

Not all new business requires expensive advertising. Sometimes, the best strategy is partnering with other businesses that serve the same customer base.

✔️ Team up with a hearing aid clinic to offer free in-store hearing tests.
✔️ Partner with a nail salon or spa to cross-promote eyewear and beauty services.
✔️ List your store in local hotel directories to attract visitors looking for eyewear solutions.

When done right, cross-promotion brings in high-quality customers—at little to no cost.

  1. Master the Art of the Upsell and Multi-Pair Sales

Customers are already spending money when they visit your store—so why not maximize their purchase?

✔️ Multi-pair promotions—“Buy one, get a second pair at 50% off” works because customers already trust you.
✔️ Lifestyle-based recommendations—prescribe a second pair for driving, work, or reading.
✔️ Showcase premium lens coatings—customers are willing to invest in features that improve their vision and comfort.

Did you know? One out of every three customers will buy an additional product if asked—but most employees never ask. Changing that one habit alone can increase revenue by up to 30%.

  1. Cut Costs Without Cutting Quality

Smart cost-cutting isn’t about doing less—it’s about spending smarter.

✔️ Negotiate with suppliers—I reduced my lab costs by 15% simply by committing to exclusive product lines.
✔️ Reevaluate business expenses—from phone bills to insurance, there’s always room for renegotiation.
✔️ Optimize staff efficiency—consolidate roles, redistribute workload, and reward high performers.

Here’s a simple strategy that worked wonders for me: Reducing my payroll by one employee while increasing wages for the remaining staff. The result? Higher efficiency, happier employees, and lower overall costs.

Final Thoughts: The Secret to Long-Term Growth

The best way to grow a business isn’t just through more customers—it’s through better processes, smarter pricing, and strategic partnerships.

✔️ Increase Revenue by adjusting prices and upselling effectively.
✔️ Increase Profit by controlling costs and renegotiating expenses.
✔️ Increase Sales by improving the customer experience.
✔️ Increase Employee Efficiency through training and operational changes.
✔️ Increase Marketing ROI by understanding the difference between a destination and a location.
✔️ Increase Customer Retention by enhancing the dispensary experience.

Organic growth isn’t magic—it’s strategy. And it works.

Joseph Mireault

Joseph Mireault

Joseph Mireault, Optical Entrepreneur, Business Coach, and Published Author.

Joseph was the owner and president at Tru-Valu Optical and EyeWorx for 16 years. During his tenure, he consistently generated a sustainable $500K in annual gross revenue from the dispensary.

He now focuses on the Optical industry, and as a serial entrepreneur brings extensive experience from a variety of different ventures.

Joseph is also a Certified FocalPoint Business Coach and looks to work directly with ECPs in achieving their goals.

Through his current endeavour, the (Revenue RX, Optical Retail Wins podcast) he shares the challenges and solutions of running an Optical business.

His insights are shared with optical business owners aspiring for greater success in his new book,  An Entrepreneur’s Eye Care Odyssey: The Path to Optical Retail Success.”  


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