Results 1 to 11 of 11

Thread: Holy mackinoli!!

  1. #1
    Master OptiBoarder OptiBoard Gold Supporter DragonLensmanWV's Avatar
    Join Date
    Oct 2006
    Location
    The Greatest Nation
    Occupation
    Optical Retail
    Posts
    7,635

    Thumbs up Holy mackinoli!!

    We had a patient that came in last week to get some polarized brown trifocals. After dispensing them, he was having trouble getting used to his OD. The OMD had given him a new Rx, but he could not adjust to it, so he got a recheck by our OD, who wrote him a new Rx for the right lens. This one he just loves, and when he came to pick them up, he insisted on paying for the remake, saying it wasn't our fault. I showed him the invoice and he included it on his check for the balance.


    I'll be kicked to death by little red spiders!
    DragonlensmanWV N.A.O.L.
    "There is nothing patriotic about hating your government or pretending you can hate your government but love your country."

  2. #2
    OptiBoardaholic
    Join Date
    Jul 2010
    Location
    Earth
    Occupation
    Optical Retail
    Posts
    201

    Confused

    Isn't that like ... normal ?
    Happens from time to time to us too ... client pays for the new glasses.
    It's not the optician who made the error after all.
    He may go to complain to the OD later :)

  3. #3
    Rochester Optical WFruit's Avatar
    Join Date
    Nov 2007
    Location
    Rochester, NY
    Occupation
    Optical Wholesale Lab (other positions)
    Posts
    1,158
    *sigh* gotta love those patients. And he'll be back because he knows that you'll take care of him no matter what's wrong.
    ...and in the frozen lands of Nador they were forced to eat Robin's minstrels, and there was much rejoicing.

  4. #4
    Master OptiBoarder Striderswife's Avatar
    Join Date
    Sep 2006
    Location
    USA
    Occupation
    Dispensing Optician
    Posts
    934
    That's awesome. I'd say not normal, either. Some people want you to just keep remaking the lenses until they're comfortable, no matter how many Rx checks they've had or how many remakes you've done. Kudos to That Guy!! :bbg:
    It's nice to be important, but it's more important to be nice.

  5. #5
    Master OptiBoarder kat's Avatar
    Join Date
    Oct 2009
    Location
    Duluth
    Occupation
    Dispensing Optician
    Posts
    1,113
    WOW!!!!! Keep that patient forever!
    I came, I saw, I left

  6. #6
    Master OptiBoarder
    Join Date
    Jan 2006
    Location
    Central Point
    Occupation
    Optical Laboratory Technician
    Posts
    1,162
    Hey Dragon, did you guys suggest he return to the OMD for a recheck or was that too inconvenient for him? I have to agree, it's not too often you find many patients willing to pay upfront to correct someone else's error. He's an old-schooler with those "old timer" ethics/morals. Free case and cleaner for that guy!
    Chris Beard
    The State of Jefferson !

    I'm a Medford man – Medford, Oregon. Up in Medford, we take our time making up our minds."

  7. #7
    Barticus Prime - Optibot opticianbart's Avatar
    Join Date
    Apr 2009
    Location
    Nottingham, Maryland
    Occupation
    Dispensing Optician
    Posts
    957
    Score! that one's a keeper! We get those from time to time, but not often.
    Bart Smith, continuing to be awesome since 1982 so that you don't have to.

    Love is a duet, each voice complementing each other and making them sound better than they would alone, each voice at times stepping back and letting the other shine. We've got a pretty good duet going Tina.

    On April 28th, I'll be marrying my best friend. I can't wait!

  8. #8
    OptiBoardaholic
    Join Date
    Jul 2010
    Location
    Earth
    Occupation
    Optical Retail
    Posts
    201

    Post

    Your client deserves praise for his attitude and actions :)

    The way i see, the situation in general:

    Patient goes to a doctor.
    The doctor examines him and writes a prescription.
    The patient goes to a drug store, where he buys the prescribed medications.

    but...

    The doctor made a mistake, so a new treatment is prescribed.
    Patient goes to the same drug store.

    Would the drug store give him the medications for free ?!

    We have had a few cases like this.
    After we explain the situation client goes to the Doctor and comes with a new prescription.
    If the client is respectful and polite, we make a discount on the new lenses as a sign of our good will.

    Not because we have to!
    We fulfilled the prescription to the letter and stand behind the accuracy and quality of our work.
    Everyone makes mistakes, but we will go to court (and we have, and we won) before taking the blame for someone else's mistake.

  9. #9
    Rising Star
    Join Date
    Dec 2007
    Location
    indiana
    Occupation
    Dispensing Optician
    Posts
    65
    Dr. change remakes cost us zero dollars, we in return charge zero dollars. I certainly hope we never descend to the level of finding ourselves in court with a patient, what could possibly be worse for your business???

    "If the client is respectful and polite, we lower ourselves to their pitiful level enough to throw them a bone for being submissive to our greatness" ** slight translation **

    I'd be incredibly happy to have anyone with that attitude as my market "competition"

    Even if you are charged for a Dr. Change remake, the cost of satisfying a patient at no charge to them is well worth the return on investment. You'd be better off simply refunding patients up front for disatisfaction rather then proceed down the slippery slope of figuring out what they owe through no fault of their own.

  10. #10
    OptiBoardaholic
    Join Date
    Jul 2010
    Location
    Earth
    Occupation
    Optical Retail
    Posts
    201

    Wave

    We pay the full price for EVERY lens we remake. You get yours for free, more power to you :)
    If we make an error (nobody's perfect) we remake everything at our expense.
    So we are not making a double profit as you are inferring. We are reducing our small margin (...this is Bulgaria) to help a customer, who is suffering from someone else's error.

    Since when is defending one's good name and professionalism in court bad?
    What could be worse for your "business" than turning your back to the opticians who have done their job well?
    Or turning your back to the name and reputation that your clients have trusted for years.
    An honest man/company is not afraid of going to court.

    Don't be fast to judge people who work in a different market with different rules and regulations.

    PS: Here court expenses are not in the $ six figures and customer has no problem in taking a big company to court.
    There are no precedents either, it's a Civil law (legal system).


    PS2: A clarification:
    The customer does not pay for the original (mistaken) pair of lenses either, usually he is reimbursed by the doctor. So in the end of the day, the customer got his (correct) glasses at a lower price (with our discount). He pays for One pair of lenses only.
    Last edited by Nikolay Angelov; 08-11-2010 at 01:57 PM. Reason: grammar

  11. #11
    OptiBoard Professional
    Join Date
    Jul 2010
    Location
    Romania
    Occupation
    Other Eyecare-Related Field
    Posts
    130
    That's a keeper:). I mean that pacient shows that he has more than common sense. Amazing is that we think at this like an out of ordinary thing, but unfortunately...it's true; he's a different man.

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Similar Threads

  1. Holy Moly!
    By DragonLensmanWV in forum General Optics and Eyecare Discussion Forum
    Replies: 12
    Last Post: 05-07-2009, 11:58 PM
  2. Holy ****!
    By Mikef in forum Just Conversation
    Replies: 9
    Last Post: 03-18-2003, 08:37 PM

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  
OptiBoard is proudly sponsored by:
FEA Industries, Identity Optical, Younger Optics, Carl Zeiss Vision, Vision Systems, Inc. and Chemistrie Eyewear