Why are many opticians ar so unprofessional.

**Gera** · 05-30-2012, 10:02 PM

Hi guys I have a lab and doing around 400 jobs daily . I have problems with some opticians. I really can’t understand why are many of them are dome. One week ago I received a order from local optical shop.
OD – 8.50 - 3.75
OS - 7.25 – 3.25
PD – 61 (SINGLE VISION)

With this prescription they ask Poly ???!!!!!!!
The frame it very large aviator shape ( A - 62 , B – 40 ) .
Plus they ask me to tint the lenses . Roll and Polish.
I call them and trying to explain that it’s will look ugly to rolled with polish
And then tinted on the top. ( the edges on the lenses will not be tinted because of hard coat ) ,customer will not be happy.
I asked them change Poly on 1.67 and skipped the polishing.
They don’t get it. It doesn’t matter how hard I try to explain them .
My question is to all opticians. When the patient choosing the frame and you checking
The prescription. DO YOU GUYS AFRAID TO TELL THEM THAT THIS FRAME WILL NOT WORK WITH YOUR PRESCRIPTION or You Guys only THINK HOW
TO SELL ONLY.

**chip anderson** · 05-30-2012, 10:04 PM

How'd you do it without the axis?

**LENNY** · 05-30-2012, 10:06 PM

Really hope the axis is 90 degrees!

Why can't you blend the edges and then back side coat!?

Don't forget customer gets what customer wants and pays for!

**eyechick1969** · 05-30-2012, 11:17 PM

all of the above! oh me oh my! 400 a day

**eyechick1969** · 05-30-2012, 11:18 PM

nevermind

**Gera** · 05-31-2012, 05:34 AM

The axis 90 on both

**Gera** · 05-31-2012, 05:45 AM

customer gets what customer wants and pays for! Is this formula working for everyone????

**MikeAurelius** · 05-31-2012, 07:46 AM

Originally Posted by Gera

customer gets what customer wants and pays for! Is this formula working for everyone????

Rule 1: The patient is always right.
Rule 2: When the patient is wrong, see rule 1.

**LENNY** · 05-31-2012, 07:46 AM

As long as it is an educated choice!

**normuck** · 05-31-2012, 07:48 AM

Your assuming the order was placed by an optician and not a "frame stylist".

**LENNY** · 05-31-2012, 07:48 AM

Gera, when you go over 2000 jobs a day you will not notice stupid orders!

**MikeAurelius** · 05-31-2012, 07:55 AM

One other thought:

Set up a policy where you call back the dispenser and verify the order. Tell them it is your opinion that the job will be "unsuitable", then tell them that because of this you will not accept a reduced-price redo if the patient won't accept the job.

**Jacqui** · 05-31-2012, 08:06 AM

Originally Posted by MikeAurelius

One other thought:

Set up a policy where you call back the dispenser and verify the order. Tell them it is your opinion that the job will be "unsuitable", then tell them that because of this you will not accept a reduced-price redo if the patient won't accept the job.

+1

**Jubilee** · 05-31-2012, 08:14 AM

Of course, there is also the flip side of "if it offends you so, are you willing to eat the cost to upgrade them?"

That is most likely the issue on the optician end. The cost difference between a poly and 1.67 is $$$. I have ran across plenty of folks who still believe bigger is better (and in some ways with sun that is true..) and only have a certain budget to work with or at least only willing to spend so much.

You did your part by calling the office and warning them of how ugly it will look. Chances are the optician had already told the patient such during the consult, and this is what was ordered. Do as best as you can on it, and thank the office for their business.

**EyeManFla** · 05-31-2012, 08:17 AM

I tell customers NO every day. Why would you sell a customer a pair of glasses that you know they will be unhappy with and will end up making your life a pain?

Sometimes, a sale just isn't worth it. Yes, I know there are opticals out ther with a "No Walk" policy....I worked for one.

But at the end of the day, if I don't have pride in my work, then what's the point?

**normuck** · 05-31-2012, 08:56 AM

I typically warn patients on the apperance of the eyeglasses in question. When they still refuse to upgrade I order the job and tell them that if they are not satisified with the order, they can return them for full credit towards the cost of upgrading to my suggested lens plus 25$ shipping and handling.

**Happylady** · 05-31-2012, 09:17 AM

You did what you could and told them.

I use the lens thickness program to give people an idea how thick their lenses will be in some of these huge frames. When you tell someone their lenses will be 13 mm at the edge, most of the time they decide they don't want such a big frame after all!

**Jubilee** · 05-31-2012, 09:22 AM

And if the patient is already wearing something similiar, so they are full aware of what they are getting?

I have been in this place before. You tell them they can do better, but they like what they have. Someone's going to take their money.

The whole point is, don't automatically assume the optician is "unprofessional" or doesn't know what they are doing in such a case. We all have experienced clients who wants what they want, won't be talked out of it, and get frustrated when others question the call too.

Of course, I also have been that client for other professions..

**optilady1** · 05-31-2012, 10:19 AM

Why is it our place to tell them they shouldn't wear ugly glasses? I can only educate a patient on what to expect. If they tell me the good old "I've been wearing glasses since I was three, at least they aren't glass anymore" then what else can one do?

**sharpstick777** · 05-31-2012, 11:15 AM

Originally Posted by optilady1

Why is it our place to tell them they shouldn't wear ugly glasses? I can only educate a patient on what to expect. If they tell me the good old "I've been wearing glasses since I was three, at least they aren't glass anymore" then what else can one do?

I had a tiny patient years ago who was +4.75, +2.75 add with a 27/27 and loved the old huge Tura faceted grooved rimless frames in a 54 eye (she loved em so much she bought 4 when she heard they were being disco'd, they were the spider web looking ones), who refused anything but CR-39. I think they were over 5mm thick at the nasal edge. Try as I might, she wouldn't upgrade to 1.60 or 1.67. They were thick, they were horrible looking, but she got what she wanted and loved em. Oh well. Later I refused to do crazy combinations when I had more control.

**MakeOptics** · 05-31-2012, 12:45 PM

Don't offer them poly, insist on polarized, or just upgrade them without letting them know. I won't give them the courtesy discount if they are going to ignore my recommendations, if they ask I tell them it becomes a more difficult job so they might as well upgrade to the better product and get the discount.

Hard coat after a roll and polish looks even more horrible. Order it froma lab that uses IOT digital lenticularization.

**chip anderson** · 05-31-2012, 01:03 PM

You gotta rememba: I are professionul. Anyone who doesn't do it my way are Un-professionul.

Now I spec's to see a long, long debate on jus' what professional is. Some of us with white coats or pajamas
please help define this.

Chip

**Chris Ryser** · 05-31-2012, 01:26 PM

Originally Posted by chip anderson

Now I spec's to see a long, long debate on jus' what professional is. Some of us with white coats or pajamas please help define this.

I discontinued white coats, but still wear pajamas but short ones. I am saying a professional is one that does not sell on the internet, refuses to take a PD because it is free and does not adjust them glasses because adjustments are also free. Also professionals do not need education, (see others threads) because their services are all free.

Thats all to start it...........................

**Gera** · 05-31-2012, 02:01 PM

400 or 2000 jobs daily it doesn't matter.
We doing what optician asking ( doesn’t matter how hard I try to explain them ) after few days they call us back and start begging to redo the job with no coast to them .

**eyechick1969** · 05-31-2012, 02:07 PM

Originally Posted by Jubilee

And if the patient is already wearing something similiar, so they are full aware of what they are getting?

I have been in this place before. You tell them they can do better, but they like what they have. Someone's going to take their money.

The whole point is, don't automatically assume the optician is "unprofessional" or doesn't know what they are doing in such a case. We all have experienced clients who wants what they want, won't be talked out of it, and get frustrated when others question the call too.

Of course, I also have been that client for other professions..

That's my exact thoughts. I'd be willing to bet this person is already in a bigger eye size & they already know what to expect.