Reusing Frames

[partyoptician]

I work for an optical chain that now began a policy of reusing returned frames after years of not allowing any reuse of previously sold merchandise. Most, if not all, of the employees have a problem with this new policy. It wouldn't be to bad if the frames were sold with reduced pricing but instead are being sold at 100% original pricing. How does this set with everyone else? I would like to have some feed back. Thanks.

[MarcE]

They only have a problem because it's different. I don't know why you wouldn't have been doing this in the past. Dr Gailmard writes the Optometric Management Tip of the Week and has a high powered practice and optical. His optical will edge new demo lenses and put back on the shelf any returned frame that isn't damaged. Marking the frame price down only invites trouble. "Why is this frame less expensive than that one", says Mrs. Smith. "Because someone has already worn it", quips the indignant optician.
If you don't resell the frame, your non-complaining customers have to subsidise the mistakes or indecision of the others.
Just Do It

[OptiJim]

:finger: Selling frames that have previously been dispensed is a misrepresentation to your most valued asset: YOUR CUSTOMER. In my book, it is an absolute moral must to inform the potential buyer of a previously used product. Better yet, don't even put them on the board.

Shame on those who sell used frames as new.

[HarryChiling]

:finger:

You have a couple choices here that would be acceptable:

1. Mark the frames down and put them in a discount section.

2. Exchange them with your sales rep.

3. Adjust your refund or exchange policy to cover the cost.

4. Do not offer the option of returns. (made to order products)

These are great options that do work. The fact that opticals are taking back glasses is a horrible move too me in the first place. LC started this whole return policy thing and if you are trying to compete then do it in another area, but to sell your customers previously worn frames is foul.

[partyoptician]

Funny you should mention LC! Did you notice that I said I work for a large chain? I wish I could control policy but that is not possible. I also think it is horrible to resale these returned frames--some which have been wore 4 to 6 weeks! I think the public would be interested to have this info. LC was built on great customer service but those days are long gone now its SHOW ME THE MONEY!:angry:

[chip anderson]

Of course we must define how old is old. The patient who takes the job home overnight and the family didn't like it hasn't caused enough wear and tear to be significant. Unless the frame was modified (like temple shortening, which with many companies voids the warranty and therefore eliminates your return option, or traumatised by adjustments to patient's individual charateristics) where's he harm in re-selling the frame?

Chip

[LENNY]

I think there was a wonderfull tread about LC and USED frames!
Help!

[Chris Ryser]

Of course we must define how old is old. The patient who takes the job home overnight and the family didn't like it hasn't caused enough wear and tear to be significant.


Can you resell used underpants......................?

You could not even give them back if washed in chemicals. There has been some different nose cheese on them and it is not hygenic.

If a large chain is doing that is not any more acceptable. This is why frames are heavily overpriced in the wholesale, because of the returns and exchanges of used and worn frames that have to be disposed of in the garbage by the wholesaler.

Now if you clean them up, make them look like new and sell and declare them as late models, exchanged frames, at a heavy discount you will find customers that take your word for it and will take them to make a saving.

As a cosnumer I would trust an optician if he would offer me such a deal, because the I would know that the balance of his stock would be new and non returned frames.

[Framebender]

personal relationships between you and your client, regardless of who you work for, don't show them to your clients. If for some reason they gravitate toward one you know is "used" simply show them something else that you feel is more flattering, better suited for their Rx, whatever.

Whoever you work for can't make you sell them and would be hard pressed to pinpoint what you are doing as long as you are taking care of your clients in a professional manner.

I don't know how long you've been in the business, but here's a tip. Always treat everyone you come in contact with as your own personal client regardless of who you work for. Play within the rules, but take care of your client. You will develop a loyal following by doing this and you will feel good at the end of the day.

Good luck to you!!

[ikon44]

if they have been glazed with an rx then they are second hand ..end of story!!

[chip anderson]

What about the nose cheese, etc. that would have been collected when clients take them off the board and try them on? One can take this sort of thing to the nth degree.

[FVCCHRIS]

Depending on how long the patient had them ( a few days ), clean them good, cut or order demos, reprice normally and resell. If they had them for a longer period and the adjustments or the glazing cause the frame to not "look" brand new then return them to your Rep. for exchange. When I started as an Optician frame companies did not take returned goods at all(unless defective of course). When returns became the "norm" in this industry frame companies "jacked" their prices to compensate for this. We're already paying for the right to return a few frames for this reason. After all, returned frames from patients lack of satisfaction are a drop in the bucket compared to the slow movers which our reps should be taking back anyhow. JMO:rolleyes:

[EyeFitWell]

This thread is confusing. I worked at LC for six months, left Feb of this year. While there, our store switched it's policy from putting them back on the board to donating them to GOS. My GM told me it was illegal to sell "used" glasses in this country even if only worn for an hour. Once lenses had been made, the frame was not resellable.

Chris- there are no reps at LC, and she does not have any control over company policies.

[harry a saake]

Well if there is a law against selling a used frame , i have never seen it, i can tell you this, one of the things i was fired for allegedly doing wrong while working at at target optical, after LC bought it, was selling the customers back a pair of glasses that had scratched lenses, or something minor like that, even though the customers agreed to it and thought it was a great idea, as a spare. I actually made the company money in doing so, but other personal in the store wanted my job, as when your running one of the top ten stores in the nation(TARGET WISE) theres a lot of jealousy. during my last year there, the store did 515,000 for the year, but i didnt know what i was doing, you tell me

[EyeFitWell]

I can't provide any documentation, it's just what the GM said. That's exactly why those GOS (gift of sight) used glasses were taken OUTSIDE the country to be matched up with folks who can't afford them. LC also provides free pairs to people who live in America, but they are brand new free pairs, not reused. Maybe it's more about the lenses instead of the frame.

[OptiJim]

Used is used, new is new. Thats it.

Would you want to pay brand new price for a car that been titled in someone else's name but only driven 10 miles? No you wouldn't. If you were paying for a new car, you would want to be the 1st and only(so far) owner of that car.

Trying on frames in a store is the traditional industry accepted method of patients/customers choosing their eyewear. It has not been traditionally accepted in our industry to sell used items as new and until the majority changes that tradition, selling used frames as new will be looked upon as underhanded.

As far as sending used, non-warranty frames back to the manufacturer, that is also a no go unless it is their policy. We (manufacturers) know what the frames look like new and when they have been "used". My company never sells frames that have been used as new and never will. And when someone tries to slip one by us, we let them know, we know.

We set our pricing so its very affordable for you, the ECP to have good profit margins. It is up to you to know your target market and how to satisfy their needs. What is popular in Portland, Oregon may or may not be popular in Portland, Maine. We cannot guess from 3,000 miles away what your customers will want. We can tell you however what frames are our most popular sellers in certain markets. Returning frames that have been on your board for a year or more and wanting "full credit" for them is to me one source of the high frames prices some will complain about.

Know your market, invest in those products that will satisfy those market needs and when you make a wrong choice, don't expect to shift the problem to someone else's shoulders. If everyone took care of their frame AND lens business in that manner you would eventually see a drop in wholesale prices all around and everyone would enjoy better profit margins and all in all, customers would feel they get their monies worth.

[MarcE]

So Encore, the definition of "used" to you is money changed hands. So if a car on the dealers lot has 100 miles of test drives it's still new, but one that is bought and returned later that same day with 10 miles on it is used. You sound like a lawyer. Money changing hands does not change the physical characteristics of the frame. I will agree that inserting a lens MAY change the physical characteristics of frame.

A frame that has been on the board for a year or more could look worse and have more wear time than a frame that had a pair of lenses glazed for it, and was returned. Which one is "used"? Which one is more "new"
There is nothing underhanded about reselling this frame. If it's not scratched, screws stripped, out of alignment, etc., no reason it can't be sold. Unlike the car illustration, the full warranty (It's my warranty, not the manufacturer's) is still available. I am very picky about the quality of frames on the board. I will insert new demo lenses in "new" frames if the old ones are scratched. I have returned or stripped for parts brand new frames that were damaged while on display.
I will have to admit that on a returned frame half the time it isn't good enough for me to put back on the board. Drill mounts won't be put back. If the patient had it more than a week, chances are very good that a minute scratch will keep it off the board. One of these frames became my readers. Another became computer specs for my dad.
These returns happens rarely but like most of you I can remember every single detail of a deal gone bad.

[OptiJim]

You sound like a lawyer.


No need to resort to name calling. :hammer: :D

[Jedi]

I tend to be with Chip on this one.

I'm surprised no one has brought up the retail clothing industry. Stuff is bought, worn (not washed) and returned and put back out ALL THE TIME. There is a chance the shirt and pants you are wearing right know has been worn by someone else without you knowing it.

[cocoisland58]

This almost never happens but when it does and assuming the frame is sellable, you clean it up and put it back in stock. Isn't this what happens when you return merchandise to any retailer? If it bothers you than don't personally sell any of them or by all means send them back for credit where they will of course be resold.

[Brian L. Schnirel]

Hello,


Many states have laws that state that used frames are not to be resold. With that said, anyone who goes against this policy, takes their chance. Granted, there may be some cases, where the frame show no wear and can pass for new, but if by some means, a state inspector get wise...does one want to risk that? To mark down and sell, as stated by others, gets hairy. If it is the same product your are selling, you may find yourself in an awkward position to explain the difference. If it is a returnable frame and you have a good relationship with with your frame rep, send it back if you can.

A potential good procedure is to use the frame or it's parts for warrenty purposes (if the frame can be cleaned, disinfected, and looks decent).

#1). It is not being sold as new.
#2). It satisfies a disappointed Patient with the prospect
of bringing them back and getting referrals.
#3). It can be a time saver and thus, allow one to get back
to more profitable pursuits.

Of course, one should check with their supervisor and state boards for the legality of such procedures.

Sincerely,
Brian