WRITER Alison Schiena

In the world of optometry, asking the right questions is second nature – it's how you understand your clients’ needs, build trust, and deliver personalised care. 

But what if that same skillset could transform your team culture too? Business leadership coach Alison Schiena explores how the art of thoughtful questioning, when turned inward, can foster stronger relationships, boost engagement, and create a workplace that people genuinely want to return to.

Optometry is a business – but it’s also a people-first profession. That means both patient and employee experience matter.

Clients return when they feel listened to, cared for and understood. In fact, “practices that provide excellent communication and service report client return rates of up to 70%”.¹

And the same applies to your team. According to Gallup’s global research, “engaged employees are 21% more productive, 22% more profitable, and up to 59% less likely to leave their organisation.”² That kind of retention doesn’t just preserve culture, it saves costs and promotes continuity.

Replacing an employee isn’t cheap: studies estimate it can cost 50–60% of a staffmember’s annual salary to replace them, with higher costs for specialised roles.³ And that doesn’t take into account the impact on morale, customer experience, or team dynamics when someone walks out the door.

Keeping good people – staff and clients – starts with how you treat them. And questions are a great place to begin.

TRUST STARTS WITH A QUESTION

Stephen R. Covey, author of The 7 Habits of Highly Effective People, describes trust as “the glue of life”.

“It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.”4

One of the most powerful ways to build that trust is through what Covey calls the ‘emotional bank account’, a metaphor for the amount of safety and goodwill you have in a relationship. Every time you listen well, follow through on a promise, or show respect, you make a ‘deposit’. Every time you dismiss a concern, break a commitment, or jump to conclusions, you make a ‘withdrawal’.

To keep the account healthy, Covey urges us in habit five, to “seek first to understand, then to be understood”.4 When you ask thoughtful questions – of your team or your clients – you signal that their voice matters. And when people feel heard, they’re more likely to engage, collaborate, and contribute their best.

THE POWER OF ASKING WELL

Eye health professionals are experts at asking the right questions to get to the heart of a patient’s needs, ensuring they feel seen (literally and emotionally).

Let’s unpack these patient questions first and then see how these relate to those you may ask of your team to build your corporate culture.

• “Have you noticed any changes in your vision recently?”

Purpose: Detect early signs of visual issues.

• “Do you experience headaches, eye strain, or blurred vision?”

Purpose: Understand their comfort and daily challenges.

• “How much time do you spend on digital devices daily?”

Purpose: Assess lifestyle impact.

• “Are you experiencing any difficulties with night vision or glare?”

Purpose: Explore specific situational struggles.

• “Do you have a family history of eye diseases such as glaucoma or macular degeneration?”

Purpose: Understand context and risk factors.

• “What are your daily activities and occupational visual demands?”

Purpose: Tailor solutions to real life. Now flip the script on your team.

• “Have you noticed any changes in how the team is working together lately?”

Listen for: Team tension, new energy, communication gaps, or unexpected positives.

• “Are there any parts of your day that feel frustrating or unclear?”

Listen for: Repeating admin headaches, unclear procedures, or clunky systems.

• “What do you enjoy most about working here?”

Listen for: Core motivators and moments that bring joy or meaning.

• “When do you feel most valued at work?”

Listen for: What recognition looks like to them – not just what you think counts.

• “Are there any ideas you’ve had lately to make things run smoother or help our patients?”

Listen for: Creative thinking, small tweaks, or service gold.

• “What’s one thing I can do to better support you in your role?”

Listen for: Coaching opportunities, roadblocks you didn’t see, or requests for clarity or flexibility.

Asking questions like these of your team and seeking to understand their answers can be challenging. If you have built trust, you may be surprised by some of their (honest) answers.

But just like patients, your team members want to be understood, supported, and involved in creating a great team and client experience.

And the benefits? Lower turnover, stronger culture, organisational health, and a workplace people want to come back to – as business management author, Patrick Lencioni reminds us, “The single greatest advantage any company can achieve is organisational health.”5

Remembering the aim is to gain new insight into their experiences and needs, there are things you can do to make these conversations more comfortable and insightful.

CURIOSITY WITH CARE

Harvard Business School and Harvard Business Review have highlighted empathy and curiosity as essential leadership traits in today’s dynamic and uncertain workplace. As Harvard Business Review notes: “Empathy is a key to better performance, improved collaboration, and employee retention – and it starts with curiosity.”6

In her article, ‘Empathy is a non-negotiable leadership skill. Here’s how to practice it’, Palena Neale emphasises the necessity of empathy in leadership to mobilise, connect with, and engage others. Conversely, a lack of empathy can lead to low morale, poor retention, and burnout among employees.7

Albert Einstein, one of history’s most brilliant minds, reminds us that curiosity fuels discovery and deep thinking with the following statement:

“The important thing is not to stop questioning. Curiosity has its own reason for existing.”8

BRINGING IT INTO FOCUS

Great leadership, like great optometry, starts with the desire to see clearly – and that begins with asking the right questions. Whether it’s a patient sharing subtle vision changes, or a team member navigating workplace challenges, thoughtful questions are the gateway to understanding, connection, and meaningful improvement. When leaders build trust through curiosity, empathy, and consistency, they create cultures where people feel valued and motivated to give their best.

So next time you’re checking in on lenses and scripts, consider checking in on your team too. What do they need to do their best work? What’s working, what’s not, and how can you support them? Because when your team feels heard, supported, and trusted, they don’t just stay; they shine. And that’s a vision worth investing in.

Alison Schiena, founder of See Clearly Consulting, is a certified Gallup Strengths coach with 27 years of experience empowering leaders and teams. She specialises in helping leaders harness their unique strengths to foster collaboration, drive meaningful change, achieve organisational goals, and build an intentional workplace culture. Follow her on LinkedIn or visit seeclearlyconsulting.com.au for more insights on leveraging your team’s strengths to create thriving workplaces.

References

1. Linder, J. optometry industry statistics [Internet, 2024]. Gitnux. Available at: gitnux.org/optometry-industry-statistics [accessed June 2025].
2. Gallup. State of the global workplace [Internet, May 2019]. Available at: gallup.com/workplace/257552/state-american-workplace-report-2017.aspx [accesed Jun 2025].
3. Society for Human Resource Management (SHRM). Employee retention and turnover [Internet]. Available at: shrm.org [accessed Jun 2025].
4. Covey SR. The 7 habits of highly effective people. New York: Free Press; 1989.
5. Lencioni P. The advantage: Why organizational health trumps everything else in business. San Francisco: Jossey-Bass; 2012.
6. Bregman P. Empathy starts with curiosity. Harvard Business Review. 2020 Apr 27. Available at: hbr.org/2020/04/empathy-starts-with-curiosity [accessed Jun 2025].
7. Neale P. Empathy is a non-negotiable leadership skill. Here’s how to practice it. Harvard Business Review. 2025 Apr 30. Available at: hbr.org/2025/04/empathy-is-a-non-negotiable-leadership-skill-heres-how-to-practice-it [accessed Jun 2025].
8. Einstein A. Ideas and opinions. New York: Crown Publishing Group; 1955.