Lessons From One Year Behind The Mic

Kim Carson is the Marketing & Communications Lead for Cleinman, a POD Marketing company that has supported independent optometry practices for over 35 years. She also hosts the Cleinman Connect Podcast, interviewing eye care professionals and industry experts about practice ownership, marketing, patient experience, and leadership. Drawing on more than a decade in radio, Kim uses engaging conversations to share practical insights and highlight partnerships that help eye care professionals strengthen their practices and better serve patients.In this episode…Growing an eye care practice means thinking beyond the exam room. Everyday decisions shape how patients feel, how teams work, and how businesses grow. What can a year of conversations with industry experts teach us about making those decisions count?Kim Carson, a communications professional and podcast host with over a decade in radio, has learned that eye care practices depend on clear communication, consistent tracking, and strong partnerships. That means explaining care in everyday language, guiding patients smoothly from the exam room to the optical department, and making online booking simple. Kim also highlights the value of monitoring performance each month, using email and digital ads to stay connected with patients, and seeking staff feedback before making changes. Together, these habits help build trust, improve the patient experience, and support sustainable practice growth.In this episode, host Kim Carson, Marketing Lead at Cleinman, reflects on a year of the Cleinman Connect Podcast. Kim highlights the importance of setting ambitious practice transition goals, creating a smoother patient experience, and strengthening trust through effective communication and meaningful partnerships. She also touches on benchmarking, marketing, team engagement, and leadership in eye care.

Anne Chong is the President and CEO of Visual-Eyes, a practice management software provider serving 400-plus eye care clinics across Canada. She joined the company at its founding in 1996, began in client support and implementation, and became an owner in 1999. Today, she oversees daily operations and works closely with managers to streamline clinic workflows. A University of Toronto Engineering Science graduate, Anne brings expertise in operational efficiency, team leadership, and practice management. She also partnered with Cleinman on the work-life balance chapter of Doctor, Dear Doctor.In this episode…Long hours often come with the responsibility of running an optometry practice, but more time spent working doesn't always lead to better results. Without clear priorities and time for personal well-being, productivity can suffer. How can practice owners accomplish more without constantly working longer hours?Anne Chong, an expert in optometry practice management and operational efficiency, believes working smarter starts with recognizing which tasks truly deserve your time. Sacrificing sleep or exercise to squeeze in extra hours can actually reduce productivity the following day, making those additional hours less valuable. Anne emphasizes the importance of setting priorities, delegating effectively, and letting go of unnecessary tasks or unrealistic expectations. By protecting personal time and focusing on meaningful business metrics, practice owners can achieve better results without sacrificing their well-being.In this episode of the Cleinman Connect Podcast, host Kim Carson sits down with Anne Chong, President and CEO of Visual-Eyes, to discuss why working longer doesn't always mean accomplishing more. Anne shares how to prioritize essential tasks, delegate without perfectionism, and make time for personal well-being. She also explores meaningful business metrics, clinic efficiency, and her involvement with the work-life balance chapter of Doctor, Dear Doctor.

Zeshan Khan is the Founder, President, and CEO of Xenon Ophthalmics, a medical device company developing wearable technology for more accessible eye exams. With expertise in engineering, product development, and regulatory affairs, he leads innovations including the xoLens and xoExam System, which uses patented Liquid Lens technology to combine diagnostic tests in one headset. Inspired by his father's difficulty completing traditional eye exams, Zeshan works to help providers save time and extend doctor-led care to underserved communities.In this episode…Traditional eye exams can be time-consuming, requiring multiple devices and limiting how many patients a practice can serve. In underserved communities, access to this equipment presents an even greater challenge. How can new technology help eye care professionals work more efficiently while bringing quality vision care to more people?According to Zeshan Khan, an ophthalmic technology innovator with a background in engineering and medical devices, more efficient eye care starts with portable, doctor-led tools. By bringing multiple diagnostic tests into one wearable headset, practices can shorten exams and free up time for more patients. Zeshan points to early testing in South Africa, where a refraction test dropped from three minutes to 30 seconds. With simple training, reliable offline operation, and strong community partners, this approach could help practices improve workflows and extend quality care to underserved areas.In this episode of the Cleinman Connect Podcast, Kim Carson talks with Zeshan Khan, Founder, President, and CEO of Xenon Ophthalmics, about how innovative technology can save time and expand access to eye care. Zeshan explores streamlined eye exams, doctor-led technology, and reaching underserved communities. He also shares lessons from field testing and advice for building nonprofit partnerships that support meaningful outreach.

Dr. Karine Shaghoyan is the Co-owner of Lancaster Optometry, a California practice delivering comprehensive and medically focused eye care with a personalized patient experience. With more than a decade of clinical experience, she has helped grow the practice from a cold start into an established business while guiding its expansion and distinctive approach to care. Dr. Shaghoyan draws on mentorship, peer collaboration, and strategic support to strengthen the practice, and she encourages other owners to seek guidance early rather than build alone.In this episode…Owning an optometry practice means knowing when to push forward on your own and when to seek support. Mentorship, peer connection, and clear priorities can make growth more focused and sustainable. What helps practice owners move forward with greater confidence?Dr. Karine Shaghoyan, an optometrist and experienced practice owner, believes growth starts with recognizing when what got you to one milestone will not get you to the next. She recommends seeking mentors, consultants, and peer support early, noting that the right guidance can significantly shorten the learning curve. Dr. Shaghoyan’s experience building a cold-start practice also shaped her view that acquiring an existing practice may make more sense in saturated markets. By asking for help, learning from other owners, and focusing energy on what is within your control, practice growth becomes less about doing everything alone and more about making thoughtful decisions at the right time.In this episode of the Cleinman Connect Podcast, Kim Carson talks with Dr. Karine Shaghoyan, Co-owner of Lancaster Optometry, about practice growth, mentorship, and lessons in ownership. Dr. Shaghoyan shares how mentorship and peer support can accelerate growth, why owners need help at key milestones, and what cold-start ownership taught her. She also discusses creating a distinctive patient experience and focusing on what you can control.

Eli Gladstone and Eric Silverberg are the Co-founders of Speaker Labs, a public speaking training company that helps professionals and enterprise teams communicate with greater clarity, confidence, and impact. Since launching the company in 2016, they have trained professionals and teams at leading companies, including Shopify, Google, TD Bank, and RBC. Both began their careers as faculty members at the Ivey Business School before gaining experience in tech startups. Drawing on backgrounds in teaching and business, Eric and Eli lead workshops focused on presentation skills, storytelling, delivery, mindset, and executive presence, helping professionals overcome speaking anxiety, engage audiences, and communicate effectively in high-stakes situations.In this episode…Effective communication plays a critical role in both public speaking and patient care. The ability to connect with an audience, simplify complex ideas, and build trust can shape how people receive and act on information. What can lessons from the stage teach healthcare professionals about creating better conversations with patients?Public speaking experts Eli Gladstone and Eric Silverberg explain how public speaking principles can improve everyday patient interactions. Their insights highlight the importance of mindset, preparation, storytelling, and taking responsibility for the listener’s experience. Eli emphasizes that strong communication starts with understanding the audience, while Eric shares how honest feedback and intentional practice help people become more confident and effective communicators. These strategies show how skills developed for large audiences can translate into more meaningful one-on-one conversations with patients.In this episode of Optometrist Unleashed, a Cleinman Connect Podcast, Dr. Trevor Miranda chats with Eli Gladstone and Eric Silverberg, Co-founders of Speaker Labs, about what public speaking teaches optometrists about talking to patients. Eli and Eric discuss overcoming communication fears, using self-talk to build confidence, and creating better audience experiences. They also explore feedback, storytelling, and continuous improvement as tools for stronger connections.

Eli Gladstone and Eric Silverberg are the Co-founders of Speaker Labs, a public speaking training company that helps professionals and enterprise teams communicate with greater clarity, confidence, and impact. Since launching the company in 2016, they have trained professionals and teams at leading companies, including Shopify, Google, TD Bank, and RBC. Both began their careers as faculty members at the Ivey Business School before gaining experience in tech startups. Drawing on backgrounds in teaching and business, Eric and Eli lead workshops focused on presentation skills, storytelling, delivery, mindset, and executive presence, helping professionals overcome speaking anxiety, engage audiences, and communicate effectively in high-stakes situations.In this episode…Optometrists often explain complex information to patients who may be anxious, distracted, or overwhelmed. Public speaking techniques can help make those conversations clearer, more engaging, and easier to remember. What can public speaking teach doctors about connecting with patients?Public speaking experts Eric Silverberg and Eli Gladstone explain that effective patient communication starts with clarity, emotional connection, and intentional delivery. Rather than overwhelming patients with too many options or details, they recommend identifying the most important message and communicating it in a way that gives the words meaning. Eric and Eli also emphasize varying tone, pacing, and body language, while treating communication as a one-to-one exchange even in larger settings. These principles can help optometrists make recommendations more memorable, build stronger patient connections, and communicate with greater confidence.In this episode of Optometrist Unleashed, a Cleinman Connect Podcast, Dr. Trevor Miranda sits down with Eric Silverberg and Eli Gladstone, Co-founders of Speaker Labs, to discuss what public speaking can teach optometrists about talking to patients. Eric and Eli explore clarity, emotional delivery, and one-to-one connection. They also share ways to manage speaking anxiety, avoid monotony, and make messages more memorable.

Matt Hickerty is the Reporting Analyst at Cleinman, an optometry-focused business consultancy that helps independent practices improve performance, plan for growth, and navigate transitions. A University of Lethbridge graduate with a Bachelor of Management, Matt analyzes financial and operational data to uncover trends, clarify key metrics, and help practice owners make informed decisions. His work also supports practice valuations by giving buyers a clear, reliable picture of business performance.In this episode…Data is only useful when it’s accurate, consistent, and easy to understand. When the numbers are messy, owners can miss problems, opportunities, and warning signs. So what does bad data actually cost an optometry practice?According to Matt Hickerty, a reporting analyst with a background in quantitative and qualitative analysis, the answer starts with the decisions owners make from numbers they may not fully trust. Clean data can reveal where revenue is coming from, where expenses are climbing, which locations or providers are performing well, and where “leaky buckets” may be hurting profitability. Matt recommends reviewing financials regularly, organizing the chart of accounts clearly, and comparing key performance indicators over time rather than waiting until a sale is approaching. Reliable data also reduces uncertainty for potential buyers, which can strengthen confidence in the business and support a better practice valuation.In this episode of the Cleinman Connect Podcast, Kim Carson talks with Matt Hickerty, Reporting Analyst at Cleinman, about the real cost of bad data in your practice. Matt explains how clean data improves decisions, exposes missed profit opportunities, and strengthens valuation. He also covers financial organization, buyer trust, and why owners should start cleaning up their numbers now.

Dani Driusso is a speaker, consultant, author, and educator specializing in sustainable confidence, ethical leadership, communication, and community building. Through her work with organizations, she helps leaders and teams strengthen collaboration, build trust, and create more supportive workplace cultures. Dani has connected with more than 400 leaders and educators through her initiatives, speaks nationwide on sustainable confidence and compassionate leadership, and is the author of Get Off Your A$$ & Into Your Life.In this episode…Strong leadership is often built through everyday interactions, not big speeches or sweeping decisions. The way leaders communicate, respond to mistakes, and support their teams can directly shape workplace culture. So what does people-centered, effective leadership actually look like?Dani Driusso, an educator and consultant specializing in confidence, leadership, and community building, offers a practical answer through her I.C.O.N.I.C. Leadership Framework. Built around integrity, communication, ownership, nuance, and capacity and consent, the framework encourages leaders to align their actions with their values, pay attention to what behavior communicates, and take responsibility when trust needs to be repaired. Dani also highlights the importance of understanding different lived experiences and checking an employee’s capacity before adding more to their workload. These habits can help leaders improve team communication, prevent burnout, strengthen trust, and create a healthier workplace culture.In this episode of the Cleinman Connect Podcast, Kim Carson talks with Dani Driusso, speaker, consultant, author, and educator, about building stronger workplace cultures through effective leadership. Dani explores values-driven leadership, behavior as communication, and understanding team capacity. She also shares how thoughtful details can improve the patient experience.

Dani Driusso is a speaker, consultant, author, and educator specializing in sustainable confidence, ethical leadership, communication, and community building. Through her work with organizations, she helps leaders and teams strengthen collaboration, build trust, and create more supportive workplace cultures. Dani has connected with more than 400 leaders and educators through her initiatives, speaks nationwide on sustainable confidence and compassionate leadership, and is the author of Get Off Your A$$ & Into Your Life.In this episode…Kindergarten classrooms and boardrooms have more in common than they seem. In both, confidence, communication, trust, and the ability to recover from mistakes shape how people work together. What can those shared dynamics teach us about building stronger workplace cultures?According to Dani Driusso, an educator and consultant specializing in confidence, leadership, and community building, adults and children thrive under many of the same conditions: clarity, trust, and space to learn together. Rather than assuming people should already understand expectations, leaders can communicate more clearly, stay curious about different perspectives, and treat team members as collaborators instead of subordinates. Dani also emphasizes that strong leadership means admitting when you are wrong, repairing trust when it is damaged, and working alongside your team when challenges arise. These habits help create cultures where people feel safer contributing ideas, taking risks, and finding meaning in their roles.In this episode of the Cleinman Connect Podcast, Kim Carson talks with Dani Driusso, speaker, consultant, author, and educator, about what kindergarten can teach us about confidence and workplace culture. Dani explores clear communication, collaborative leadership, and rebuilding trust after mistakes. She also touches on finding meaning in your role and showing people what you have to offer.

Cole Currie is the Business Development Manager at Marketing4ECPs, a digital marketing agency dedicated to helping independent eye care practices grow. With over seven years of performance marketing experience, Cole has guided hundreds of practice owners through proven frameworks that drive measurable revenue growth and eliminate wasteful spending. He draws on his background as both a content strategist and copywriter, as well as his deep understanding of optometry and patient behavior, to deliver data-driven strategies that help practices compete with larger corporate chains.In this episode…Patients have plenty of choices for eye care, from independent practices to big-box retailers and online eyewear brands. Price may get attention, but lasting loyalty often comes down to the patient experience. So what makes an independent practice worth coming back to?Drawing from his experience in performance marketing and optometry business development, Cole Currie believes stronger patient relationships begin with listening. Instead of simply selling eyewear or moving patients through an eye exam, practices can learn what matters to each person, offer personalized guidance, and help them find solutions that fit their lifestyle and long-term needs. Cole also points to the value of making patients feel heard, educated, and genuinely cared for throughout every interaction. When practices focus on trust, service, and meaningful connection, they can build patient loyalty without relying on lower prices to compete.In this episode of the Cleinman Connect Podcast, Kim Carson talks with Cole Currie, Business Development Manager at Marketing4ECPs, about building patient loyalty beyond price. Cole shares how listening builds trust, why personalized guidance improves the patient experience, and what makes eye care feel premium. He also touches on practice metrics and marketing strategies that support long-term growth.