Eyecare providers and laboratory

[Diane]

What do you feel would make the best laboratory/eyecare providers relationship? Don't be shy. Tell me what you look for and what you want. Labs, please tell me what makes you different and why an eyecare provider should do business with you. Eyecare professionals, what is the most important to you? In addition, why do you do business with the labs that you choose?

Diane

[snowmonster]

I realize that you're trying to get a real assessment of what people consider, but 99% of the time, it comes down to $$$.

People want the least expensive and least offensive (as far as quality goes) option available.

I would say a lab would usually only dump an office if they didn't pay their bills.

[harry888]

What I like about my lab:


1. It is local. I can understand delays when local weather bad, don't really care about weather 500 miles from me. And my customers care even less about a blizzard in the midwest when they live in New England.

2. They have their own delivery service. Some of the local messenger services have been spotty, my labs own service generally does well. Makes things timely.

3. They give me the top discount no matter how high/low my monthly statement is.

4. I liked my lab better when it was independant, I got the skinny on what was the best lens from my lab rep. Now that it is an essilor "partner" lab the same rep who was excellent now seems to be less objective.

Harry

[Jana Lewis]

I realize that you're trying to get a real assessment of what people consider, but 99% of the time, it comes down to $$$.

People want the least expensive and least offensive (as far as quality goes) option available.

I would say a lab would usually only dump an office if they didn't pay their bills.

Not neccesarily.

I look for quality and service and I charge my patients accordingly.

If I must pay more for both I will pass that on to my patient. In our optical people EXPECT it.

Just sayin'.

[rbaker]

1. Quality of work
2. Delivery time
3. Openness and honesty

[Chris Ryser]

Having owned a lab for a period of 18 years I can make the following statement,

There are 2 types of customers.

1. pays for quality, fast turnaround, good service

2. looks for lower prices. more tolerant to quality

The lab that caters to No 2 customers will only do run of the mill jobs. As soon as it gets into the more complicated jobs that take more time and are more expensive to do, they will refuse to do the jobs.

These jobs then are sent to the lmore expensive llab that can do the specialty items.
These better class labs then get busy with customers that do not give them bread and butter jobs unless their of the time consuming types.

Of course they are not given the same attention than the regular customers that channel all their jobs to the lab, those jobs from non regular customers are done when there is time do to do them.

I have seen from many post's on OptiBoard that complain that it took weeks to get some special jobs done............now you know why. You only get what you are willing to pay for.

[obxeyeguy]

I'm with some of the others here. I put quality first, then speed, then price. In busy season here I need to turn jobs quick, 1 day usually. If its cheap, slow, and wrong it does not help me. I base my charges off of what I pay.

I'm with Harry on the fact that I also thought I got a little better service before my lab sold out:(.

[Judy Canty]

I'm with Harry on the fact that I also thought I got a little better service before my lab sold out:(.

I can't think of a better arguement for using an independent lab like...um...Luzerne! :bbg:

I apologize for the shameless plug, but a girl's gotta do what a girl's gotta do!

[scriptfiller]

Communication is key. I really hate it when labs do not call to advise of spoilage/breakage.

Stand behind your stuff, if the A/R or hardcoat is peeling in the first year remake it at N/C and don't ask questions, most opticians can tell if a lense is abused.

Don't beat-around-the-bush, tell me why it broke or why it was not started in a timely manner.

I'll pay a little more for a quality product if it avoids pat. satisfaction issues down the road.

[Lee Prewitt]

I can't think of a better arguement for using an independent lab like...um...Luzerne! :bbg:

I apologize for the shameless plug, but a girl's gotta do what a girl's gotta do!

I can't think of a better arguement for using an independent lab like...um...iCoat! :bbg:

I apologize for the shameless plug, but a guy's gotta do what a guy's gotta do! Including plagiarize!

[Lee Prewitt]

Sorry Judy for stealing your thunder but us indies gotta stick together!

But seriously, I have found 3 factors that govern ECP's decisions. They are price, quality, speed. Each one has a higher priority for each individual and are not the same for people who are even next to each other. I feel that iCoat has a done a fantastic job of balancing these 3 areas. My observations from the field.

[Johns]

I can't think of a better arguement for using an independent lab like...um...iCoat! :bbg:

I apologize for the shameless plug, but a guy's gotta do what a guy's gotta do! Including plagiarize!

At least you paid for the subscription to support Optiboard before you waved your flag!;)


You can only have so much quality. How good can you make a lens and deliver it?

I take 3 or 4 labs that have the same quality, then start picking them apart as to:

-Pricing
-Shipping time - AND charges.
-Return Policies- It only takes one non-credit to negate a great price.
-Communication. - I've dropped labs for not letting us know about delays.
-Turnaround time.

From there I look at other extras such as marketing help, in-house trainings, and other benefits that don't show up in the price lists.

[optical24/7]

Since 90+% of my Rx's are AR, on-site coating is critical. Once that's established I follow the others that list, in order..

quality
delivery time
price

[Lee Prewitt]

OptiBoard is a great tool for any one in the optical industry and I gladly support it. I try to be as objective as possible but yes sometimes I will wave the company flag :D.

I agree with the Johns list of priorities. As you can see from the responses so far, lab rankings are not in the same order for everyone but for the most part they are all on our list somewhere.

OptiBoard Rocks!

[Judy Canty]

Sorry Judy for stealing your thunder but us indies gotta stick together!

That's OK Lee and I couldn't agree more!!!

[Jacqui]

That's OK Lee and I couldn't agree more!!!

Here's another independent that agrees. :D :D

[EyeFitWell]

I do not currently choose what lab we use, but I'll just say that I would pay big bucks to have a final inspection person who catches everything before it's shipped out.
I hate knowing that when I order a progressive for a pt with more than 2D difference between the two lenses, I might as well let the pt know they'll come in the first time with too much vertical prism.
Or if I'm ordering prism, I might as well just let the patient know that they will come in messed up the first time...whatever the case is, you know what I mean.

[Now I See]

Like Optical 27/7 said, in-house AR is very important to me, too...I have to look at their RX change policy as well...Most of the time, I don't have issues, but there have been occasions, where I have had to remake lenses due to rx change....so it's nice to have a lab that will give a bit of a discount when that happens, so it doesn't cost me quite as much. :)

[optical24/7]

Like Optical 27/7 said,,,,,,,, . :)

Heather, I work hard enough! I don't need to work another 3 hours a day!!!


:D:cheers::D

[snowmonster]

This all makes me once again appreciate having our own full surface lab with a drill on site. The only jobs we send out anymore are VSP jobs. :) So I guess that means that I just need to look at quality and speed, since the VSP prices are all set in stone. I know, I know... 3rd party insurance.

I totally agree with the comment about needing to have AR facilities on site though.

[Now I See]

Heather, I work hard enough! I don't need to work another 3 hours a day!!!


:D:cheers::D

tee-hee :o...I thought you might want a little over-time! :bbg:

~Heather's journal~
9/4/08 *note to self: there are only 24 hours in a day! ;)

[MarcE]

I know this isn't a gripe session. But my biggest complaint and reason I finish myself is the quality:
Gooves off center
poly swarf under the nylon cord
lenses that don't fit or squeak or 'click'
lenses that move in a drill
screws that aren't finished

It bugs me to pay for finishing and then have to disassemble the eyewear and fix it. 10 minutes of my life wasted that I could have spent on Optiboard.

The look of the finished product is worth more to many clients that the clearest vision. It may not be right, but its true.

Remember that those myopes can see there eyewear VERY well with specs off.

[nicko]

Funny, but of all the things talked about what makes a lab special, no one mentioned relationship. As a lab rep, I feel this is the most important ingredient. Although my lab is a recently acquired Partner Lab of Essilor, the main difference is Essilor supports us in the ways that made us successful. In short, they pretty much leave us alone. The owners are still actively involved and available at any time of day and have the mind set of keeping their "baby" running smoothly. If anything happens to our customer's jobs, we take it as a personal affront and do what it takes to make your customer satisfied. Our only agenda is to help our customers be successful, period. When this happens, the other factors fall into place automatically.

[Johns]

Funny, but of all the things talked about what makes a lab special, no one mentioned relationship.

I think that most mentioned communication. You can't have a good relationship w/out communication.

[nicko]

It is more than just communication. Trust, empathy, dedication, respect...a whole bunch more than just talking about it. Shoot, it's almost like being married.