We recently connected with Serena Shao and have shared our conversation below.
Serena, thanks for taking the time to share your stories with us today We’d love to go back in time and hear the story of how you came up with the name of your brand?
While developing my business plan, I envisioned my practice as a transformative space, akin to a laboratory. Our goal is to enhance both the internal and external health of every individual who walks through our doors. As an optometrist, we focus not just on the internal health of your eyes, but also on their external appearance. For example, issues like baggy eyelids can affect vision, and dirty eyelashes can irritate eye health. This is why we named our practice Eye Lab, with “Lab” representing our laboratory-inspired approach.
When I created the Eye Lab logo, I wanted it to reflect what brings me joy. I combined two of my greatest passions: optometry and cats. From a distance of 20 feet, the logo resembles an eyeball, but up close, it reveals a cat. I hope to share this happiness with everyone who visits my office, as these passions are central to my life.
Serena, before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?
Eye Lab was founded in December 2021 when I left the corporate optometry world to realize my vision for a more personalized approach to eye care. This shift allowed me to create Eye Lab, where we prioritize quality care over patient volume.
My journey began at age 14, inspired by my childhood optometrist. I started as an optometric technician while in high school, which introduced me to patient care. However, it was during college, while shadowing optometrists, that I truly witnessed the transformative power of the profession, particularly during critical moments like discovering a tumor in a patient’s eye.
From that point, I was determined to specialize in optometry with a focus on ocular disease and emergencies to make a meaningful impact.
At Eye Lab, we place a strong emphasis on education, ensuring that every patient receives a thorough and personalized eye care experience. You can expect not only a comprehensive diagnosis and treatment but also a deeper understanding of your eye health.
How’d you build such a strong reputation within your market?
At Eye Lab, our top core value is to treat everyone who contacts or visits our office—whether they are patients or not—with the same care and respect we would offer our own grandparents. This is the first lesson I impart to all new employees.
During check-in, our receptionist thoroughly reviews each piece of paperwork with patients to ensure they fully understand before proceeding with the exam. Similarly, during the eye exam, I spend 20-30 minutes educating patients about their eye conditions and discussing their treatment plans. Our optician also dedicates 45-60 minutes to explaining lens materials, designs, and coatings, ensuring that patients have full transparency regarding their purchases.
This commitment to detailed and compassionate care has helped us build a robust patient base of over 2,000 within just two years. Many of our new patients come through word-of-mouth referrals, as satisfied patients are likely to recommend us to their friends, neighbors, and family.
How do you keep in touch with clients and foster brand loyalty?
We engage with our patients through a monthly e-newsletter and send birthday email greetings accompanied by gifts. Additionally, we host 1-2 open house events each year as a way to give back to our community. These events typically feature a fun atmosphere with food, drinks, and raffles.
Contact Info:
- Website: https://www.eyelaboptometry.com
- Instagram: eyelab_scottsdale
- Facebook: https://www.facebook.com/EyeLabScottsdale
- Youtube: https://www.youtube.com/@eyelab
Image Credits
MindWay Graphics