The Optical Vision Site

Consumer Seeking Acetate Saddle Bridge For Eyewear

Written by Cathy on February 24, 2010 – 7:51 pm -

Once again we have a request from an eyeglass consumer: See email below: perhaps any of our readers are in Sushan, NY and if you can help this person, if you respond back I will forward the info on to them. Thanks

‘The ONLY product that works for my husband to maintain his eyeglasses in their proper position is your “large acetate saddle bridge” which we had previously been able to obtain through Lenscrafters in Wilton, NY; however, they state you no longer provide this & have moved on to a silicon bridge (this does not work for him – we have tried) Please assit us w/obtaining a srew in large acetate saddle bridge for him. Thank you. Sincerely,

Dale & Henry Bates

Response from OVS

Any of your local independent optical retailers should be able to order from Hilco. Large chains such as Lenscrafter or Pearle have to purchase within the corporate vendor list. If your local optician or optometrist cannot find this bridge or Hilco did not get back to you, please let me know and I will post this on one of the optical forums.

Thank you for asking.

Best Regards,

Cathy

Response:

Dear Cathy,

Thank you for your prompt response; however, we are writing to you re: this request because we do use Lencrafters in Wilton, NY & they have called other branches  – no Lenscrafters supply this item per our customer service person, Michelle, who was extremely helpful. We had asked Michelle who their company works with & that is how we cme to write to you. Please let us know how we can purchase this item & we will keep a small stock back up for any future needs of my husband.

Sincerely,

Dale Ann Bates Sushan, NY 12873-0198

Tags: Consumers
Posted in Customer Service | 1 Comment »

Optical Valentine Tip – LOVE Your Customer

Written by Shirley on February 7, 2010 – 7:50 pm -

This Optical Valentine Tip was submitted by Kelly Gornick from Signet Armorlite

Dear Valentine: LOVE Your Customer
All of your customers have done something for you – they became your customer, so don’t forget to find a way to say thank you again and again.It’s the little gestures and comments, when least expected, that go a long way. Even a simple hand-written thank-you note is more valuable than most people think.People remember people who remember them. Develop different and unique ways to share your appreciation and thanks. Below are some easy ideas to get you started:

• Send a Birthday Card, or better yet, a Happy HALF Birthday card and offer a coupon for half-off something during the month of their HALF Birthday.
• Partner with others in your community, like a massage therapy school to provide hand and neck massages for optical patients, or a local author to do a book signing at your optical office, or a local pizza parlor or smoothie shop to provide a treat in exchange for the advertising.
• Provide refreshments in your lobby. The smell of fresh-popped popcorn or fresh-baked cookies puts everyone in a good mood! You could also provide snacks that help to improve eyesight with note cards about the nutritional facts.
• 

  Hilco Thank You Kit

  Hold customer appreciation days that include special customer discounts, drawings for door prizes and/or gifts with purchases like eyewear screwdriver kits or lens cleaning cloths/cleaner. (The Bag  shown here is from Hilco and contains a 1 oz. oval squeeze bottle and Classic micro-fiber cloth – personalization is available on bottle)

• Host a friends and family event where employees and/or optical customers get some kind of a coupon to use during a specific time period.
• Develop an optical customer referral or retention program where you provide a gift or discount for each customer referral, years of customer loyalty or based on customer purchases. You might start by creating a punch card or reward points program.
• Don’t forget to publicize your activities, new programs and events by posting it on your web site, using on-hold messages, recall cards, direct mail or email, customer newsletters, flyers/hand-outs, advertisements, outdoor/indoor signage, etc. Who knows…you may even attract new customers!

Tags: Accessories, Consumers, Marketing
Posted in Customer Service | No Comments »

Please Respond- Eyecare Consumer Wants To Know

Written by Cathy on January 4, 2010 – 7:41 pm -

We occasionally get questions from consumers, and when we do, we put it out to our readers. Our consumer was

‘I was wondering if you have any special glasses for people who drop things in their kitchen.  I have a friend who is really clumsy and we wondered if maybe it could be the fault of her eye-glasses.’

If you have any suggestions for for our reader, please make a comment below.

Thanks

Tags: Consumers
Posted in Customer Service | No Comments »

11 Keys to Eye-Care Customer Service Principles

Written by Cathy on October 9, 2009 – 7:38 pm -

“Do what you do so well that they will want to see it again and show their friends.’ Walt Disney

Customer Service is your # 1 edge against the competition. We strongly advise that reviewing your optical customer service principles on a weekly basis and refine, refine and refine, discuss, discuss and talk about it more, so providing superior customer service becomes a habit and a focus of your eyecare office.

11 Keys to Superior Customer Service

1.) Invest heavily into customers who complain.

2.) Take notes, create checklists and listen to every detail of every complaint to improve your services

3.) Absolute honesty

4.) Adopt a No excuses, no buck passing, no pleas for sympathy philosophy

5.) Never ignore a customer

6.) Continuously study, watch and improve the service process.

7.) Teamwork- Take care of the customer before anything else is done.

8.) Use customer feedback as the measure of performance.

9.) Look at everything through the eyes of the customer.

10.) Empower all employees to serve and surprise customers.

11.) Pay people well for customer service

Tags: Customer Service
Posted in Customer Service | 2 Comments »

Why Are Eyeglasses So Expensive- Yahoo Answers

Written by Cathy on October 2, 2009 – 7:36 am -

The number one question I get asked from friends and strangers- is ‘Why are Glasses So Expensive?’ This is from Yahoo- what do you think?

Why are eyeglass frames so expensive?

I’m pricing eyeglasses for the first time in many years and I cannot get over the fact that they cost 100, 200 300 and sometimes much more. I know they are made to be adjusted in different places, but they are just plastic and metal. Then the lens price is added on and that’s crazy expensive, too. After an eye exam, contact lens fitting/purchase and eyeglass frames and lenses – a person could spend $700 to $1000. Why?

Best Answer – Chosen by Asker

these are all MY OPINIONS…but…there are multiple reasons:

1) the cost of multiple “remakes” and “warranty” replacement is built into the cost of the frame & lenses. something like 15% of all glasses purchases have to be re-done or totally replaced for one reason or another. most of the “warranty” replacement really shouldnt be “warranteed”. its patients driving over their glasses, sitting on them, etc etc but they gripe enough that we have to take it back and replace it for nothing.

2) there is no money in contact lens sales anymore

3) there is not very much money in examination fees anymore

so of you buy glasses at a private practice, you’re paying for the doctor’s student loans, staffing, rent, overhead, materials, expensive equipment, etc etc etc with your glasses purchase. for the record i drive a 1999 dodge pickup, not a lexus or anything

Source(s):

optometrist

http://blog.360.yahoo.com/blog-wSz1Uw8ha…

I think this explains it – it’s overhead! The frames themselves probably cost nothing to make. I found the Kate Spade frames I wanted online for 1/3 the price of the store and will still pay $100 for the frames and $200 for the progressive lenses. Grrrr!

Frames can be pricey – especially if you’re someone who has to have designer labels. EVERYONE who’s ANYONE in the fashion industry has a frame collection – Prada, Armani, Versace, Calvin Klein, Hilfigger, Donna Karen, Kate Spade, Ferregamo and Dolce & Gabana – to name a few. And these are probably some of the most expensive names in fashion AND eyewear. I think some people are of the mentality that “well, its just a pair of glasses.” How many women do you know who would spend hundred’s on a D&G handbag or a Kate Spade handbag if they could? Or hundreds on a pair of Prada shoes? There are people out there who have very expensive tastes and only want the best. But having that type of lifestyle has a hefty price tag that most of us normal folks cannot afford. Heck, I’m an optician and even with my employee discount, I couldn’t afford those names! LOL But if I could, I would…

Yes, the frames are more expensive because they are a designer brand, but the quality of the frames is also better. The designs of the frames are very unique and the attention to detail on them is incredible compared to budget frames. Pay close attention to the solder points on an Italian designer frame – you often times can’t even see the solder points. On a regular frame, you can see them. Look at the hinges and how the pattern lines up exactly when the temple are is opened. Its little things like that that make the frame a higher quality. Also, the material that the frame is made out of is better quality. They use more stainless steel and titanium.

And depending on your prescription, your lenses may actually wind up costing more than your frames, like the person above me mentioned. Single vision lenses, with all the upgrades and extras can run almost $300. Progressive bifocal lenses with the extra options, such as ordering them as Transitions in a polycarbonate material, with the anti-reflective coating, can run you almost $500. So even if you got the cheapest frame you found, it would still be $500 for them.

I have worked in an Ophthalmologist’s office as their Optical manager and I’ve found glasses usually cost more there than they do if you go to a non-private doctor’s office, or even a national chain. Also, boutiques tend to carry mostly all high-end product, so if you’re finding it to be a little too salty for your budget, than try a Pearle Vision or a Lenscrafters and see if you can find something a little more modestly priced. But beware, sometimes you really do get what you pay for. Inexpensive lenses can sometimes mean poor quality material and coatings that scratch VERY easily and cheap frames can break with just normal wear and tear over a few months…just be careful!!

Good luck and I hope you find something!!!

Source(s):

Certified Optician w/10 yrs. exp.

For the same reason some clothes are expensive: The designer “snob” appeal of frames that say “Cartier” or “Versace”. My most recent eye exam and new glasses were nearly $700 when all was said and done. I don’t wear contacts — it’s strictly eyeglasses, but my lenses were actually the most expensive part of the whole thing — nearly $400.

am amazed about the eyeglass + frame prices too, since I moved to the USA.

They are just making a massive amount on overpricing them.

When I was living in the Netherlands, I used to get a pair of glasses, complete, for a $140, prescription an all ready and very good quality.

I still wear the ones I bought last year august and I always had new ones every other year to change the style.

It seems almost impossible here, unless you have a very decent income or health plan. my father is on health plan there that allows him to have a new pair for free every other year, but only from certain places.

Edit: I wanted to add that eye exams are always free there, if I was doubting about my prescription, I would run in for them to check me up, now I can’t do it, although I feel I might need an adjustment.

Yeah. What a rip-off. I can buy glasses at the market, X1.5, X2.0, X2.5 etc for a couple of dollars each. Nothing wrong with the frames & they come with lenses for that price!

I know, it’s ridiculous. I last bought glasses about 3-4 years ago, and with the lenses they cost $575 – and they were on sale! I didn’t even buy designer frames. When I was a kid, my dad’s insurance payed 100% – which was good because my prescription changed every year back then! I feel bad for people who have no insurance and honestly can’t afford to pay $500+ for a bit of metal and plastic.

ll where i work we have frames starting at $18 going up to $128…lens in a polycarb single vis. are 110 going to 160 for hi-index. Now when you get to bi-focals is where you see the increase, but still 210-275 is the range for a no-line bi-focal. So its all a matter of where you shop. A good word of advice, Dr. offices are going to be alot more expensive, same with places like lens craters, try finding a shopko or a wal-mart and you can drastically drop those prices down.

Edit: Forgot to add, places like wal-mart already come with all the coatings :uv, No-glare(AKA Anti-reflective), and scratch reisitant coatings. And lens are made by companies such as Nikon and Ziess

Source(s):

Optician

usually get my glasses for $200 – $300. That includes progressive lenses (lineless bifocals) and transitions lenses (photogray). I spend a day or two shopping around for the best deals that still get me a set of frames that I like. Of course, now that I think about it, I forget how much my insurance pays.

he company pays the designers, the company sells it to the eye doctors for even more money, then the eye doctors sell them for more, so they make a profit. Its the designers that effect the price the most. <<This is what i guessed.. but i really dont know why they cost so much.

Source(s):

my imagination

Alrighty then…prices are high for eyeglasses, sometimes. Consider that when you go to an optical shop, a private one, not a chain store…consider the expertise of the optician. Also, consider the materials used for the frames. Why is a titanium frame priced at $125, then you find one priced for $210? There are different grades of material. There are at least 15 grades of titanium, at least 10 grades of plastic.

Do you want a frame made out of buffalo horn? How about wood? How about a precious metal? With jewels?

All things come at a price…how much would you pay for a tattoo? Car stereo? How about a necklace?

Every store that sells something sells for a profit pr else they would not be in business very long.

I had a man ask me to justify the cost of a $200 frame…after telling him of material costs, research and development, maufacturing costs and overhead, he still couldn’t justify the cost. I asked him what kind of car he drove and he stated it was a Lincoln. I then asked him to justify the cost when a Ford Taurus had the same things for $15,000 less. He stated his car was “comfortable”. I came back with “it’s also the same with frames”.

Source(s):

optician for 19 years

They are so expensive because people HAVE to buy them, so they can get away with making the price SO high

Source(s):

My mom wears glasses (is looking for some new frames right now and running into the same problem.)

Tags: Consumers
Posted in Customer Service | 6 Comments »

ClearVision Optical Featured in New Book on Customer Service

Written by Shirley on September 17, 2009 – 7:36 pm -

We are so excited for our friends at ClearVision Optical as they are featured in an entire chapter of a new book  about customer service.

The ClearVision Optical chapter is about dealing with getting feedback from customers in an effort to provide them with exactly what they want and need. In addition to ClearVision Optical, Who’s Your Gladys highlights other customer-focused businesses, including Singapore Airlines, Paul Reed Smith Guitars, Profession Movers and more. Each one shared their secrets of excellent customer service with the authors. Publisher’s Weekly says “Its the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers”

I haven’t read it yet but intend to order it right now! I think it will be a great read with some good customer service tips for us Optical Industry peeps!

CONGRATULATIONS CLEARVISION OPTICAL!

Tags: Customer Service
Posted in Customer Service | No Comments »

Hoya Vision Care Labs Have Optical Patients Too!

Written by Shirley on August 30, 2009 – 8:35 pm -

What do we mean by Hoya Vison Care Labs have optical patients too? We went to Hoya Vision Care’s  San Diego lab facility recently to interview the Customer Service department and we asked them to name their number one goal and the answer that Elsa Caldwell, the Customer Service Supervisor gave us without any hesitation was “to keep the optical patient happy”. The Hoya Vision Care San Diego customer service team has been together many years, some are from the original Sierra Optical Lab and have been with the company 20 years. They each take about 100 calls a day.

We talked about the problems encountered on a daily basis and many of them relate to the information provided for the optical patient’s prescription, usually the lens material, PD or seg height.  Sometimes it is an unsuitable frame for the Rx. We asked Elsa and her team the best way to deal with these issues and it comes down to education and systems that can minimize mistakes. On the education side Hoya Vision Care provides online education as well as on-site programs. For new opticians there is Hoya Optics 101 which has all the basics. As far as minimizing errors and getting the correct information, approximately 70% of Hoya’s customers use Eyeconnect which has all the Rx information sent electronically or it can be entered by Hoya’s customer service people over the phone. this program will show lots of useful details including lens thickness, true curve, cut out and will recommend the best lens and material for the prescription. All of this helps reduce errors. There are more than 40 steps to make a lens to prescription so that is a lot of steps to make sure everything is correct.

We asked if there was anything new that might create misunderstandings or errors for the optical customer and the issue that sometimes a patient has chosen a new, really good lens design and material but has made a bad frame choice for their RX.  We will do an article on this subject soon as we have heard this before and we know that no matter how excellent lenses are they can’t make up for a bad frame choice or provide magical solutions! We think high quality, expensive lenses in a cheap poor quality frame is a crime but more about that later!

Tags: Optical Vendors
Posted in Customer Service | No Comments »

Eye Care and Body Language

Written by Cathy on August 18, 2009 – 7:21 pm -

This is what we know:

• The consumer is shopping online
• The consumer is shopping for eyeglasses on line.
• The consumer is shopping for contact lenses online.
• The consumer is shopping for sunglasses online.
• It only takes 4 seconds for a person to make a decision about you!

With that, it makes increasingly more and more sense to further your one on one personal customer relations. You can either attract or repel anyone by your body language. The best part, fixing your body language is FREE and doesn’t take long to make new habits to enhance the patient experience. Take some helpful hints on furthering your patient relations by good body language.

Helpful Hints on Better Patient Relation by Body Language

1.) Smile- even if you have to fake it.

2.) Keep your legs – should stand with legs a width apart

• Legs too close shows lack of confidence
• Legs too far apart shows lack of inner confidence

3.) Keep People at arms length. Watch personal space.

4.) Stop fiddling with objects or be distracted while someone is talking to you

5.) Hold your Shoulders Back -Stand up straight and hold head high. Slouching is bad for health and makes you look weak.

6.) Stop talking and start listening. Let them share their story and don’t interrupt.

7.) Make eye contact and keep good contact without staring.

8.) Watch the touching. If they touch you, it can be OK to touch them back.

9.) Watch the facial expressions. If they smile, you smile back. Show interest, not boredom.

Body Language Facts

• Folded Arms- means the person is cold, defensive and standoffish. (Think police and body guards.)
• Feet- Look at the direction the person’s feet are pointing at. If pointed at the group, they are interested. If pointed at an exit, they want to be someplace else.
• Eye Contact- If looking all around- they are looking for something more interesting.

This is what I think- practice, practice and practice good body language skills. Solicit feedback from your peers and enhance your customer service so much that your patients love to come to your office because you listen and care about them!

Tags: Customer Service, Management
Posted in Customer Service | No Comments »