Entry Requirements to be a Professional Optician! NO NEGATIVITY ALLOWED!!

[Craig]

It all begins with the perception of the customer/patient when they walk in the door.
Do you look at your location as a new or existing consumer would and ask yourself for a first impression? Do you ensure the lightbulbs all work and the rug is steam cleaned on a regular basis? When people walk into your lab/work area; Are you proud to show off your professionally kept space or is it a mess?

Do you and your staff dress for success? My older guys could use a new wardrobe as I think about it. :idea: (This forces me to have a discussion with them and try to upgrade the image)

Do you dispense all progressives with 3 dots on each cleaned lens? That is the only way to ensure the fitting and final fabrication is actually done properly in the as worn postition. Most patients tell us they have never seen anyone put the dots on the lenses when dispensing or adjusting eyewear.

PLEASE POST IDEA'S THAT ENSURE WE ALL HAVE A PROFESSIONAL ATMOSPHERE WHEN A CUSTOMER BEGINS THE PROCESS ALL THE WAY TO THE FOLLOW UP NEEDED TO TRY TO KEEP THE CUSTOMER COMING BACK TO US.

McTicians may be in trouble, but professionals will always find a way to be a success.

Craig-

[Wes]

Apparently no one will respond since they can't be negative...

[wmcdonald]

Or beacuse there is another 20-page thread on the same topic?

[Craig]

Apparently no one will respond since they can't be negative...
Or beacuse there is another 20-page thread on the same topic?

That was my point about the other thread; it got too negative for me. This is a sad state of affairs when the only thing that gets this board excited is complaining and fighting with others.

Craig

[wmcdonald]

Craig,
I hear you, but if you read carefull, my initial thread brought out some real passion in the folks who posted. The Atlanta meeting is a spin-off of that thread. The negativity largely came from well-meaning people who are fearful of change. It is the uncertainty of Opticianry as a whole right now, and that is a shame. Change can be tough, especially when a group as large as this has been let down so drastically. We are making progress, and I hope it works..

[Uilleann]

This is a sad state of affairs when the only thing that gets this board excited is complaining and fighting with others.

Craig

Craig - now of course you KNOW if it's not bitc*ing and moaning about how Essilor is taking over the entire universe here, it's gotta be some other scape goat! :cheers::cheers::cheers::cheers::cheers:

[libellule]

It all begins with the perception of the customer/patient when they walk in the door.
Do you look at your location as a new or existing consumer would and ask yourself for a first impression? Do you ensure the lightbulbs all work and the rug is steam cleaned on a regular basis? When people walk into your lab/work area; Are you proud to show off your professionally kept space or is it a mess?

Do you and your staff dress for success? My older guys could use a new wardrobe as I think about it. :idea: (This forces me to have a discussion with them and try to upgrade the image)

Do you dispense all progressives with 3 dots on each cleaned lens? That is the only way to ensure the fitting and final fabrication is actually done properly in the as worn postition. Most patients tell us they have never seen anyone put the dots on the lenses when dispensing or adjusting eyewear.

PLEASE POST IDEA'S THAT ENSURE WE ALL HAVE A PROFESSIONAL ATMOSPHERE WHEN A CUSTOMER BEGINS THE PROCESS ALL THE WAY TO THE FOLLOW UP NEEDED TO TRY TO KEEP THE CUSTOMER COMING BACK TO US.

McTicians may be in trouble, but professionals will always find a way to be a success.

Craig-

I agree that we all need to step into our shops with a critical eye. First impressions do count, both in the way the shop looks, and in how the Optician presents himself or herself. I love the opportunity to educate patients so every person who walks in off the street (we have quite a few) is a new opportunity to be of value in their day. They may not buy from me now, but they will remember me and I have been an ambassador for my profession.

[canaanlilli]

I keep my optical, lab, and front desk area clean. I also make sure I am wearing fashion forward hair, clothing, and uncomplicated but pretty. I keep my displays clean, have current PPO and use fun and unusual props merchandising. I do not overcrowd displays. That is my biggest pet peave, you walk into an optical and you can't find what you are looking for because it is crowded and not up to date.
I take the rx back to my doctor, I discuss with the patient and doctor the eyewear needs and wants. Then I walk the patient through the choosing of eyewear and fitting of eyewear. I double check my two undelings measurements.
I do dot my progressives up, and I bring the product out in our "gift bag" I do not bring their tray or paper work out front.
I teach them how to use their glasses, I don't care how long they have worn them. I talk to them about the changes and what to expect. I ensure they are fitting correctly.
I call the patient two weeks later and check on them. If they have concerns I invite them back in to discuss these concerns. If they are happy I reiterate our warranty, and that I like to see them at least every 8 to 12 weeks to check the fit.

MOST IMPORTANTLY! I LISTEN! Even if that means listening to them talk about family or health issues. Because I find if I build that rapport with them they trust me to help them with their eyes.

I keep myself trained, whether that means asking you more experienced people for help, or keeping up on my ce's. I also keep in constant communication with my lab, and vendors, so that I know what is coming up.
I also make sure I have a good understanding of the different insurances we accept.

[Barry Santini]

I I don't care how long they have worn them. I talk to them about the changes and what to expect. I ensure they are fitting correctly.
I call the patient two weeks later and check on them. If they have concerns I invite them back in to discuss these concerns. If they are happy I reiterate our warranty, and that I like to see them at least every 8 to 12 weeks to check the fit.

BRAVO! We (including me!) should try to be as consciencious as this!

B

[libellule]

"I do not overcrowd displays. That is my biggest pet peave, you walk into an optical and you can't find what you are looking for because it is crowded and not up to date."

Me too! An overcrowded display can make very expensive frames look cheap. And, how embarrasing for someone to ask for the frame on the model in the PoP and have to tell them its discontinued because its old PoP.

"I call the patient two weeks later and check on them. If they have concerns I invite them back in to discuss these concerns. If they are happy I reiterate our warranty, and that I like to see them at least every 8 to 12 weeks to check the fit."

For this, I applaud you. It is not done nearly enough. If more opticians would do this we would never have to hear...A YEAR LATER.....that a patient isnt wearing their glasses because they had problems and now its too late to remedy the situation. It is just good standard of care, in my opinion. And this is even more true for first-time PAL wearers.

[Craig]

I knew if would be tough but possible to have a positive thread to have us think about what we can do today to improve our overall offerings.

[Craig]

I agree that we all need to step into our shops with a critical eye. First impressions do count, both in the way the shop looks, and in how the Optician presents himself or herself. I love the opportunity to educate patients so every person who walks in off the street (we have quite a few) is a new opportunity to be of value in their day. They may not buy from me now, but they will remember me and I have been an ambassador for my profession.

What do you feel is the key points when a new person walks in your location to get across in the first 2 minutes?

We go over digital lenses and wrap eyewear as our first reasons why we are different. We also consistently mention the fact that we ship 15% of our eyewear all over the world and when it is done properly you just put them on to get them to work. This is to instill confidence in all the tourists we get in SW Florida.

Thanks for the great response.

Craig

[Craig]

I keep my optical, lab, and front desk area clean. I also make sure I am wearing fashion forward hair, clothing, and uncomplicated but pretty. I keep my displays clean, have current PPO and use fun and unusual props merchandising. I do not overcrowd displays. That is my biggest pet peave, you walk into an optical and you can't find what you are looking for because it is crowded and not up to date.
I take the rx back to my doctor, I discuss with the patient and doctor the eyewear needs and wants. Then I walk the patient through the choosing of eyewear and fitting of eyewear. I double check my two undelings measurements.
I do dot my progressives up, and I bring the product out in our "gift bag" I do not bring their tray or paper work out front.
I teach them how to use their glasses, I don't care how long they have worn them. I talk to them about the changes and what to expect. I ensure they are fitting correctly.
I call the patient two weeks later and check on them. If they have concerns I invite them back in to discuss these concerns. If they are happy I reiterate our warranty, and that I like to see them at least every 8 to 12 weeks to check the fit.

MOST IMPORTANTLY! I LISTEN! Even if that means listening to them talk about family or health issues. Because I find if I build that rapport with them they trust me to help them with their eyes.

I keep myself trained, whether that means asking you more experienced people for help, or keeping up on my ce's. I also keep in constant communication with my lab, and vendors, so that I know what is coming up.
I also make sure I have a good understanding of the different insurances we accept.

Why do you go over the RX with the doctor and do you do it with the patient?
How many people tell you they have never seen dots on the lenses? We explain this is the only way to see if they are done properly in the as-worn position.

The personal call is AWESOME!! We used to do a 90 day follow up letter for years, but we never heard much about it and then i lost my receptionist who had a p/t job stuffing envelopes for recall and the like. I have let the personal touch slip away and this is a reminder to set up a sytem to initiate the calls.

Thanks for the insight!

Craig

[scriptfiller]

We insist the OD, Pat. and Optician meet when the exam is done so the OD can give the Optician a synopsis of the exam findings and needs of the pat.

Every pat. seen receives a letter a month after their visit HAND SIGNED by our OD thanking them for choosing our office.

We are starting to embrace FF technology in PAL's and also S.V. (we had a pediatric pat come in presenting a -17.50-7.00X90/-17.00-5.00X90 RX wanting trans no one they went to could do it, our FF lab could) Also utilizing FF technology to position ourselves as an RX sun. specialist.

[canaanlilli]

The go over the rx info with both the pt and dr. helps make the pt more comfortable in the fact that we are on the same page. About 1 out of every 15 ask about the dots, and I explain it the same way you do. Our gift bag consist of the glasses, a bottle of cleaner, cloth, our warranty card and our share the care card.
the share the care card is a referral program. If someone they refer comes in we give the pt. a $20 credit towards their next purchase.

[YrahG]

McTicians may be in trouble, but professionals will always find a way to be a success.

Actually while we debate the necessity of education to our profession, McDonalds employees have access to "Hamburger University" (Laugh now because I'm about to make you cry) Hamburger University is their corporate offices program that allows their employees to recieve training in how to run and manage a McDonalds retuarant. Every course taken through Hamburger University has been evaluated by the American Council on Education and approved for college credits, so that means a "McTician" in the future may be a term used to describe a McDonalds employee with a business degree and may be a prtected title before the term "Optician" is, the only difference right now is a "Mc" and "Op" in the title, oh and the degree held by the "McTician". Please don't take my word for it look at the American Council on Educations site:

http://www2.acenet.edu/credit/?fusea...il&FICE=955564

Why have our own ABO and NCLE been approved for college credit? If our organization truly believed in education why wouldn't they have taken care of this long ago?

Right now as it stands in many states one needs the ABO and NCLE to either be licensed or to reduce the requirement for licensure. If the ABO and NCLE were approved by ACE for college credit then it could be possible to reduce the number of years and cost of a degree from 25% to 50%. Now that would be significant and then the attitude on education in our field would be a bit different. I want to see avenues where every optician can get an education, I don't want to see anymore excuses for not having one. Even those with current degrees in other disciplines have options of choosing a minor and in most cases a minor is attain with anywhere from 12 to 30 credits well if the ABO and NCLE would be worth somthing I would think it wouldn't take much more to get a minor if they weren't worth 15+ credits by themselves.

The ABO and NCLE could initiate a push towards edcucation without losing certificants, here is an avenue. Here is a great example of how even McDonalds is hedging their bets about the future workforce, lets not laugh at them anymore, hell I say we emulate the burger flippers (now that statement makes me want o cry every time I say it).

[rdcoach5]

What do you feel is the key points when a new person walks in your location to get across in the first 2 minutes?

We go over digital lenses and wrap eyewear as our first reasons why we are different. We also consistently mention the fact that we ship 15% of our eyewear all over the world and when it is done properly you just put them on to get them to work. This is to instill confidence in all the tourists we get in SW Florida.

Thanks for the great response.

Craig

By far the best referral is word of mouth from our previous clients. If you take the time and effort and have the ability to fit your patient/client with the best, they will spread the word. We see it every day. Now, I have seen some insurance plans be a negative effect because the amount paid is nowhere equal to the time spent. We have dropped plans because of this. a lot of the patients still come to us with our standard " we don't take your plan" discount.

[Craig]

Actually while we debate the necessity of education to our profession, McDonalds employees have access to "Hamburger University" (Laugh now because I'm about to make you cry) Hamburger University is their corporate offices program that allows their employees to recieve training in how to run and manage a McDonalds retuarant. Every course taken through Hamburger University has been evaluated by the American Council on Education and approved for college credits, so that means a "McTician" in the future may be a term used to describe a McDonalds employee with a business degree and may be a prtected title before the term "Optician" is, the only difference right now is a "Mc" and "Op" in the title, oh and the degree held by the "McTician". Please don't take my word for it look at the American Council on Educations site:

http://www2.acenet.edu/credit/?fusea...il&FICE=955564

Why have our own ABO and NCLE been approved for college credit? If our organization truly believed in education why wouldn't they have taken care of this long ago?

Right now as it stands in many states one needs the ABO and NCLE to either be licensed or to reduce the requirement for licensure. If the ABO and NCLE were approved by ACE for college credit then it could be possible to reduce the number of years and cost of a degree from 25% to 50%. Now that would be significant and then the attitude on education in our field would be a bit different. I want to see avenues where every optician can get an education, I don't want to see anymore excuses for not having one. Even those with current degrees in other disciplines have options of choosing a minor and in most cases a minor is attain with anywhere from 12 to 30 credits well if the ABO and NCLE would be worth somthing I would think it wouldn't take much more to get a minor if they weren't worth 15+ credits by themselves.

The ABO and NCLE could initiate a push towards edcucation without losing certificants, here is an avenue. Here is a great example of how even McDonalds is hedging their bets about the future workforce, lets not laugh at them anymore, hell I say we emulate the burger flippers (now that statement makes me want o cry every time I say it).

GREAT IDEA AND ANOLOGY; I apologize to any college educated McDonalds managers I may have offended by calling ourselves McTicians without the proper college education.

It is a sad day when I realize that the McDonalds managers have mandatory college and we don't even require a brain in some states.:(:(:(

Craig

[Barry Santini]

You know, my friend Mark Shupnick sums up the whole training issue this way:

When he addresses and lectures groups of ECPs, he'll often recommend what Yragh alludes to as an in-office "Hamburger U"; an in-office training, done on a regular basis, to address the basic and finer points of ophthalmic dispensing.

What he'll get is a puch-back from the attendees' office managers, who often complain about scheduling, paid time allowance and other costs associated with this training. And then they'll follow with:

"But what if I train them, and they leave?"

(how many of us have secretly thought the same way?)

And Mark follows with:

"What if you don't, and they stay?"

'Nuff said!

Barry