In this episode of The 20/20 Podcast, Harbir welcomes back Conor Heaney, founder of Optical Success Academy and owner of Jones & Co., a premium independent optometry and optical boutique in Manchester, UK. This conversation was so packed with value that it has been split into two parts. In Part 1, Harbir and Conor explore what it really takes to move an independent practice forward—not just by working harder, but by stepping back, gaining clarity, developing your team, and implementing changes consistently.

Harbir shares his own experience after spending the past year inside Optical Success Academy, including the practical changes that have made the biggest difference at Clarity Eyecare. From weekly team meetings and better phone conversations to creating a more intentional patient experience, this episode is full of real-world lessons for practice owners who want to improve their leadership, team culture, and patient journey.

Conor also breaks down the idea of “critical non-essentials”—the small details that may not seem directly related to optometry, but completely shape how patients feel about your practice. Whether it is the way a patient is greeted, how your space looks and feels, or something as simple as offering a drink, these moments can elevate the entire patient experience.

This episode is especially valuable for independent practice owners who feel busy, stretched, or stuck in the day-to-day. If you have ever felt like you are trying to “brute force” your way to growth, this conversation offers a more thoughtful path forward: better leadership, stronger implementation, more intentional team development, and a renewed focus on creating an experience patients remember.

Key Takeaways

Working harder is not always the answer.

Many practice owners get stuck trying to solve problems by doing more of the same. Conor explains why growth often requires pausing, reflecting, and making strategic choices instead of simply seeing more patients or putting out more fires.

Weekly team meetings can transform implementation.

Harbir shares how blocking dedicated time for team meetings became one of the most impactful changes in his practice. Those meetings created space to discuss challenges, celebrate wins, train the team, follow up on new systems, and keep important ideas from falling through the cracks.

The patient experience is shaped by more than clinical care.

Conor introduces the concept of “critical non-essentials”—the non-clinical details that strongly influence how patients perceive your practice. These may include the environment, music, hospitality, drinks, and the overall feeling patients have when they walk through the door.

Guest Info

Conor Heaney is an optometrist, practice owner, and founder of Optical Success Academy. He owns Jones & Co. in Manchester, UK, a premium independent optical boutique known for its elevated eyewear experience and strong focus on service, leadership, and practice differentiation.

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