I am curious what percentage of patients come back to your optical for a redo. Of those, how many are Rx changes, and how many are 'optical' changes like seg height, lens design, etc? Exclude returns for more adjustments. Just trying to get a feel for what is 'normal' for redos.
about 15-18%.
B
For real? WOW! That seems terribly high.
Originally Posted by Barry Santini
Nope. All outside MD/tech Rxs. Fact of life.
B
We run 6-7% per week, about 5% Rx change 1-2% Optician error
Paul:cheers:
My doc trial frames all his Rx's; which eliminates a tremendous amount of redo's. So I'd say about 5-7%. I think Barry is pretty spot on with 15-18%. Our outside Rx redo's were too high, so I took it upon myself to TF all outside Rx's and came up with a couple of OMD's and OD's whose Rx's we don't take. I still TF their patients so they can see their results. Some are pre-cataract but most are just rushed.
I didn't attend the funeral, but I sent a nice letter saying I approved of it. Mark Twain
Now if we can only convince them that their clients have two eyes.
Science is a way of trying not to fool yourself. - Richard P. Feynman
Experience is the hardest teacher. She gives the test before the lesson.
For my area, I'd agree that would be high. If we were around 2%, that would be remarkable, but that might not be normal.
Ophthalmic Optician, Society to Advance Opticianry
Given that the majority of your sales are high end, that must translate into thousand of dollars per week in losses. Wow!
Ophthalmic Optician, Society to Advance Opticianry
No. Not at all. But having no doc, and taking no insurance, I have to do what's necessary to keep the customer satisfied.
B
If your markup is high enough you can handle multiple redo's without having to go on food stamps.
Plus, being high-end, I would imagine Barry's clients are exceptionally... exacting in what they desire and aren't afraid to ask for changes, even if it had nothing to do with his work.
It's a big difference I've noticed over the years working in various areas that serve differing socioeconomic strata.
Last edited by Lelarep; 02-23-2016 at 09:01 PM.
I have found that it is not necessary to overcharge on your lenses, you can counter the 15% redo by turning the heat down in the office an hour and a half prior to closing. If required you can reuse the coffee grounds a couple of times before throwing them out or you can dilute a pot of old coffee to stretch it out. You can sell scratch tickets a 5 bucks a wack to win a pair of glasses, odds are 1 in 1000.
I didn't attend the funeral, but I sent a nice letter saying I approved of it. Mark Twain
That is extremely high - more than double the national average.
I'm sure the lab Barry uses is eating all of it.
While the percentage of your redos in an interesting metric of your business process it is not nearly as important as your efforts to reduce it. Your business process should be a constant effort to reduce variance to zero.
However, if you are happy with your numbers, whatever they may be, you will sleep well at night.
That triples mine!
The lab gets the short end of the stick, and they did nothing wrong!
How do you know he doesn't self warrant to get reduced pricing like I do?
The lab we use (Encore Optics in CT) gives free remakes for Nikon Progressives. That being said, our remake rate is 5%, including outside Rxs.
Hey, what is the national rate anyway?
Caroline, L.O.
If you suffer from severe nonlinear waterfowl issues, you don't have your ducks in a row.
Redo's seems to be a unique phenomenon of the retail optical business. I am trying to think of any other products that have such a liberal return/refund/remake policy. Cars? Groceries? Drugs? Hair cuts? Real estate? Airline tickets?
How come? Didn't used to be this way.
Apples and oranges, commodities and prosthetics/medical devices.
I remember the color and size of the first remake authorization form that I used over forty years ago- it looked suspiciously like a 'pink slip', a subtle reminder that we really don't want to do this too often.
Science is a way of trying not to fool yourself. - Richard P. Feynman
Experience is the hardest teacher. She gives the test before the lesson.
Redo's happen all the time in other areas of medicine/medical devices. But insurance steps in and pays for the redos, plus the clients pay co pays.
In eyeglasses, its one shot for fee collection.
B
That number includes unexpected restyles, fitting issues, lens design issues, etc.
Not just Rx issues.
B
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