Repairs and Adjustments

[Rich R]

When someone comes to me for any type of repair, restring, replace nose pads, missing screws, etc., I always make sure the frame adjustment is correct before sending them on their way, I can't stand to see any one leave with the frame out of adjustment. I'm sure the Optiboard community would agree with this as well, I just like some feedback on this as a few of my co workers may just replace screws or nosepads and hand the frame back and say it's all fixed without adjusting.
Rich R

[JRS]

Why not go that 'extra' step Rich. Everyone should. If we really want the consumer to view us as professionals, a little effort is a pretty cheap investment.

[Joann Raytar]

I'll check the frame adjustment too. I'll also put the frame in the Ultrasonic cleaner for a bit. If the customer comes in for a restring or screw replacement and it looks like they need nosepads or anything else like that, I replace them too at no charge.

[mullo]

I also do the little extra adjustments and pad replacements. It puts you above the rest of the competition. I have actually broken a frame twice in 10 yrs while doing this extra adjustment, but the cost of replacing was easily absorbed by the extra business I had gained.........Mullo :D

[Jackie L]

Yup, taking the time to adjust the frame before the patient walks out the door is customer service. It always amazes me how many customers are delighted to receive the extra service and will sing your praises.

[Caroline]

It's my pet peeve to have temples flopping around and gross-out nose pads!;) Because we don't charge for adjustments or new nose pads, when people want to pay, I tell them,"No, just get your glasses here next time." I can't tell you how many new patients we have now because of that!:)

C

[Maria]

As Mullo says, you can pretty much guarantee that you'll break it, though. And then you cower in the lab for a minute, before going out and telling them the truth. The truth, of course, being that there was a flaw in the frame/lens/nosepad, and it could have gone at any moment, but they can have a SMALL discount on a new pair. :)

[PAkev]

Adjustments taking 5 min. or less (frame alignment, temples tightened, etc)--- No Charge.

Services requiring our additional labor and materials are sold as "Frame Reconditioning"
For $15.00 a person gets Ultra Sonic Cleaning, new eyewire screws with locktite or new strings, new nose pads and new temple tips. They then get a $15.00 gift certificate toward a complete eyewear purchase which is redeemable within a year.

This policy has maintained a mutual respect of our customers recognizing us as optical professionals and keeps them coming back for new their new eyewear.

Ode to the old Harley saying:
Grass, Gas, or Donkey's ... No one rides for free

Kevin

[LCLM]

The customer comes into your store because he "needs a service" from you or your store.

Replacing a screw or replacing nosepads gives you a golden opportunity to deliver a "presentation" of how you service your customers. Announce to the customer everything you have done for him/her. "I noticed that one of the screws worked their way loose. I went ahead and check all the other screws for you and tighten them as well. Also, I noticed that your frames might be out of adjustment. Please have a seat and lets see if we can't get your eyeglasses to fit you more comfortably. "

Providing exceptional customer service to this person is far more effective than any coupon, advertisement, or promotion. If you "Wow" this person, he will come back and purchase. He will come back with his friends, family, and the family dog.. (LOL) we will bring everyone in time.

"Thanks for stopping in today. { Customer is wrapping up his eyeglasses back in his/her paper towel } "Looks like you might have forgotten your eyeglass case, here... please take one of our cases so your eyeglassese don't get scratched or damaged on your way home."

Give him/her a reason to come back. "Please feel free to visit us anytime. Also, keep in mind that your eyeglasses may need to have readjustments and usually the screws need to be tightened every two to three months. Please stop back in and I will be more than happy to help you."

*Give him/her your name (business card)
* Invite him/her to come back.
* Shake his/her hand.
* Thank him/her (BY NAME) and welcome her back.
* Escort him/her out the door.

Don't waste this opportunity. This is a golden opportunity to communicate to a person in your area what your store is all about. "Providing exceptional customer service with integerity and professionalism"... he/she will come back and you will profit.

- LCLM007 (Garry)

[bblack]

We should give our customers that kind of attention all the time. The problem is that the rules of the game have changed. VSP, Davis, Spectera and many others have become players. The margins that we where making 5 or 10 years ago are now, at least in part, going into their pockets. The cost of nose-pads, temple covers and time adds up. Is it now the time to charge for services? I believe the majority of our clients would understand and be happy to pay a nominal fee to cover our costs. This does not mean we will be less professional it just means there will be a fee to maintain the customers eyewear's function and appearance. Kevin's idea is a good marketing tool and I believe this policy will be more profitable in the long run than giving away goods and services.

Just an opinion and you know what they say about opinions.

Bill

[slate83]

I disagree with the above comment that if you do a great job and "wow" the patient, they will come back without a coupon or other monetart incentive.

I have learned over my 12 years of opticianry that the bottom line for most people is money. I can't tell you how many times I have repaired glasses for free and went beyond the call to clean and adjust any and all glasses I have repaired, been told that is the best their glasses have ever looked and felt, and will be back to get their eyes checked and buy new glasses. They never darken the door again.

I love PAKev's idea. I will start that same concept in my office.
Thank you, PAKev!!!

[Pete Hanlin]

Just to give some substance to the above comment, I'd mention that I recently sent a survey to our patients asking about our service and their perceptions of "value."

What I found were comments like "best service anywhere" and "love the staff, very professional" and so on and so on. However, when it comes to perception of value, I get comments like "wish the contacts weren't so expensive" and "the glasses are kinda pricey."

Understand that we charge $18 for a box of disposable contacts! They cost US nearly that much! We are cheaper than 1800Contacts on most of our products (especially when you consider we give free shipping).

My conclusion is that people want service and like service (surprize). However, if they can save $0.35 down the street, they'll say "adios." To those of you who are obviously gifted enough to charm your patients into staying through thick and thin, congrats. Those of us who deal with populations like ours (Tallahassee has an average age of 34 and is very mobile), price and "value" is where its at.

All that to say, we do free reconditioning (after which we have either broken the frame or the patient is so happy with the cleanliness of the "new" frames that they make them last another two years...).

Cynical Pete

[gebe33]

Poeple who you go the extra mile for by fixing the frame up as good as possible will be back. I wouldn't let anyone walk out with thier frames crooked. I have a hard time walking past people on the street without adjusting thier crooked frames. Once in a while one breaks but it's worth it in the long run to go the extra mile.
Tom