Private Practice Owner
17 years solo owner
Katzen Eye Group
Hirsch Eye Group
America’s Best (short)
Professional Group Practice
Vision Associates (six locations)
Two things I learned
I am a business person at heart.
I practice optometry as a hobby.
1997 Grifasi Eyecare and Optical I, Inc.
1998 Grifasi Eyecare and Optical, II, Inc.
Havre de Grace, MD
2003 Grifasi Eyecare and Optical, III, Inc.
2008 Decided to Semi-Retire2008
2008 Divested out of two locations (kept
2009 Boredom Set in.
2009 Rebranded as L’occhio Eyecare – Eyestyle
Focused on Internal Operations
Web/Social Media – (the new marketing…)
Improved business operations
Opening a second location in DC
▪ March 2013
My most challenging/stressful area of my
Many patient complaints
How Do I fix this problem?
I found no cook-book source.
Nobody had an answer.
Figure it out myself. (The “Rich Grifasi Method”)
Identify the problem area of my practice.
Take a GOOD look!
Boil it down to its basics.
From the basics create a SIMPLE, EASY FIX
Works all the time.
Anybody can do it.
There is no mystery, no rocket science.
It is people!
It is NOT the inanimate objects of the
organization: the equipment, furniture,
People animate the business equipment.
Business equipment does not produce
Simply stated a business is nothing but
Is it people?
It is my LACK of UNDERSTANDING PEOPLE.
I was just unaware!
Take a good look at people!
Get to the basics of what people really are.
To transport goods safe, fast, at a low cost
All people are subject to Human Frailty.
When hiring we must assess a candidate’s
We must identify a candidate’s core frailty
and make a decision to hire.
Lost efficiency – higher operating costs – lower
Increased “work” – busy work producing no
Lost Future Business
Turned Away Business
Loss ofYour BEST Employees!
Loss ofYour Practice Enjoyment and Happiness
The Defiant Negative
The Social Personality
The Core Emotional Personality
Will the real personality please stand up?