Satisfied with online order
By Mary |
| I'm a laid off ABO certified Optician and lost my glasses, (progressives) so thought what the heck and ordered a pair of flat tops online, since I knew the pd and about what size frame I wanted. They came in mail within 2 weeks and worked fine! I then lost those (original progressives were first pair so off and on a lot, lol). So I decided to order a pair of progressives from same company for like 30.00 and they are great! Was kind of concerned but my monocular pd is split and I guess they have a standard bifocal height. I know some people are pretty particular and sensitive but I'm happy overall. |
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Re: Be Careful What You SHOP For
By Barry Santini |
As so many seasoned ECPs already know, many pairs of eyewear work "fine" out of the box. But the "out of the box"polling moment is only a snap-shot of the total eyewear experience.
But what about the after delivery service, care and warranty?
Would you ship your car back to the discount car dealer that you bought it from 2 states over?
Better, would you buy *any* car without a warranty? Or a warranty whose administration was highly inconvenient or overly involved?
Me thinks that, without pointing the finger of fault, the buying public has come to expect that anyone, anywhere will service their glasses for the rountine things they think should be, and are accustomed to, for free.
But just like the internet is changing the paradigm of *buying* eyewear, the B&M ECPs are going to be, because of onlline, changing their *servicing* of eyewear as well.
Don't believe me? Think about how many clients you now have who have "relatives or friends" in the eyecare industry who have given them eyewear "at cost"...as a favor or whatever. How many of these people finally come to their local eyeguy and say "it's too far, too inconvenient, or the etc."
And do they truly LUV their discount eyewear, as we try to have our clients do?
Or is it just a deal?
No, LC and the like are up against it. These are where the *longterm* online eyewear conquest sales are going to come from.
Good ECPs may loose them in the short term. But I firmly believe that, if you've been doing your best job all along, "behind the curtain", your clients will return.
Heck, I don't even mind if the frames are bought online.
There's more to eyewear than just a single snapshot.
It's a movie, and you must sit through it entirely before you can make a review.
We're still in the first 20 minutes of online eyewear. Don't walk out just yet!
What's your take?
B |
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Re: Be Careful What You SHOP For
By CA402CE4-1A39-4464-B412-0E07DF2281E6 |
Are online eyewear retailers and dispensers NOT checking in with this blog? Are they NOT reading 2020? Are they simply interested in connecting with the consumer/patient for sales without regard to service and the vision health of their custromers?
Are any of them going to respond? And are the frame and lens manufacturers just going to let this info-forum be dominated by commited optical professionals dedicated to in-person sales and service?
Lots of questions. How about some answers...or at least angry or confident responses? |
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Re: Be Careful What You SHOP For
By Barry Santini |
Scaredy-cats, perhaps. We'll just have to wait and see...
If we remove the $$$ motive, what is the typical online eyewear vendor's main "mission statement"?
1. Steal from B&M?
2. Reveal how eyewear has been truly overpriced?
3. Get in on the action for eyewear, since even online order have retail margins better than most things, expect for mattresses and outdoor furniture?
What's your take? (being provocative here...)
B |
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Re: Be Careful What You SHOP For
By Pete |
It started with selling contacts on line, no single lens replacement, where a professional store with the RX can give a trial lens to not break up a pair , you Cant Get that on Line.
Then came buying frames on Line If it came in defective there is usally either no replacement or you get 400 excuses.
I did not go to NYCCC to sell frames that don't fit, Cant put progressives in tha frame etc etc. when you go to your reputable Optician or Optometrist you get adjustments, nose pads screws replaced, If we did not sell the frame we still take care of the patient.
Who Takes the measurements if you put in a order for frame and lens ?
When a person comes in to me and I say" what nice glasses " and they say My son or daughter works for the company and is a marchon frame rep so you have one marchon frame and the other is a Luxotica you Know you have a winner.
most People are not concerned with Quality with whats going on in the country NO MONEY . Put an End to on line contact lens buying, Frame purchases, and complete lens and frame sales.
Let Your computer adjust your glasses .
Another way of putting people out of bussiness . I have been a Licensed
optician for 34 years and have never seen this bussiness out of control like it is. There is too much to say on this topic. |
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Re: Be Careful What You SHOP For
By Bob |
| In my opinion the internet "threat" gives us the opportunity to re-evaluate the ECPs' importance to eyewears end user. Are we educating the clients on all that is available to them? Do we remind them about second pairs, sunwear, vocational and sports eyewear on a regular basis? It seems me we should spend our time educating our customers and marketing the importance of our services to them and less time reacting to others offers of low prices. This is a fight we can win but only if we create our own rules. We need to promote the reasons to buy from us. Experitse,touch the frame, guarantee of satisfaction,newest technology, service, repair and the list could go on I t is always better to promote yourself than to detract from your competitors. |
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Re: Be Careful What You SHOP For
By Sue M. |
Doesn't anyone care about their vision anymore? Everyone wants to save a buck, but aren't your eyes worth more. I am tired of all the places that cheapen our profession. With all the new technology of progressive lenses, do you think the online places can even come close to explaining the differences than a real live person that is actually a certified optician?
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Re: Be Careful What You SHOP For
By James Dietrich,ABOC |
| Online sales are not going away, how are you going to stand out to your customers- price does matter but so does great service. |
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Re: Be Careful What You SHOP For
By Michael Nason |
Most online retailers are interested in making the connection, selling you their 'box', and that's about it unfortunately.
ECPs are interested in this too, but their role is much more expansive. From advising patients and taking measurements, to servicing eyewear they dispensed years ago, opticians are integral to every bit of the eyewear life cycle. Their services cannot be packed, stored, or sold in any box.
Pete, Bob, Sue, James: You are absolutely right; there is no way a website can replace ECPs.
What we can't forget is that a person shopping for eyewear online still has the same spectrum of needs as a patient coming into a brick and mortar store.
The Internet is very useful. The whole point of ZipEyewear is to foster a relationship, guiding customers from our site to participating ECPs (From Site-To Store). This allows ECPs to compete with online eyewear retailers, without changing their businesses.
Our mission is not to steal, reveal, or even get in on the action. Our mission is to make it very simple for ECPs to take control of their trade and to offer their services to local customers via an online market.
With that vision, ZipEyewear customers are able to receive the care and service they need, locally. They won't ever be stuck with poorly fitting eyewear they don't like, they'll be educated and guided through their lens choices, and they'll have an ECP to come back to for after sale service.
This is a brand new model for online eyewear, with a tremendous focus on ECPs. What do you think? |
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The Good Side Life Plain and Simple
By Marc |
35 years in the business. Heck yeah, things have changed and it's going to keep on changing. Vent all you want ....blog blog blog...it's o.k.
But if you can't adapt to change, then get out, get up, and move on!
It's all about Blood, Sweat, and Tears. Decide to hang in, work hard and you'll survive and be fine; plain and simple. |
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Re: Be Careful What You SHOP For
By David |
I'm with you Marc! You must be committed to what you stand for. Our store and practice stands for making a difference in peoples lives. We will not sell you glasses that we do not think are right for you for any of a number of reasons. We try to learn about each person and give them what they need, not what we need to sell. Our doctors do not concern themselves with chair time formulas, they concern themselves with expert care. We use an Optos machine not for profit but to improve our care. We search for frames that are high quality, bucking the trend for designer frames of poor quality. Our mission is "Superior eyecare and Superior eyewear" and we stick by it. It has made us among the most successful store in our area with great reviews and a great following.
Keep your eye on the ball --- be persistent --- it works! |
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Re: Be Careful What You SHOP For
By Barry Santini |
Yhe only *new* thin about ZIP eyewear appears to be that now someone else, besides the frame, lens or insurance companies, is going to be getting a piece of *my* hard-earned "pie" for the act of "referring" clients to me.
Heck, if thats the case, I'll go back to all the Dr.s in my area and offer them the same. I'll betcha I'll get more bang than the Zip way.
We used to call it a "kick-back". How is the Zip way different?
But...is either way in the best interest of opticals? Or does it simply facilitate them remaining in the 3rd rung, subordinate caste they've resided in all these years?
Discussion...
B |
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Re: Be Careful What You SHOP For
By Pam |
| Internet sales are evidently working for some people. These are usually people who have low or easy RX's and conform to whatever they stick on their nose. We need to be ready to stand firm and explain the difference in what we offer in great service and knowledge to our patients. What did we go to school for? Why do we get certified and licensed? We ECPs are constantly taking continuing education courses to keep our skills and knowledge up. We are needed and expected to help those who can't help themselves. We will never be replaced by the internet if we do what we always have done and do it better all the time. |
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Re: Be Careful What You SHOP For
By CA402CE4-1A39-4464-B412-0E07DF2281E6 |
| The Sept issue of 2020 is going to have a story on this online retailing and dispensing aimed at the consumer/patient based totally on the responses from these two 2020&u blogs. At this point the story seems well rooted in the retailer and dispensers POV. Very little response has developed from the online retailers and frame vendors. That in itself seems very telling. |
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Re: Be Careful What You SHOP For
By Barry Santini |
What's so tellin about it? It's a well known fact that optical blogs, not just this one, are often populated by constipated, codger-like old ECPs, such as myself, who are often loathed to entertain new and challengin things and ideas.
What is so productive about a vendor trying to make their case here? They're bypassing us, and taking it directly to John Q.
If I was them, that's what I would do.
Online survives ONLY by the paradigm of free included and offered service of established B&Ms.
This too, will change.
B |
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Re: Be Careful What You SHOP For
By CA402CE4-1A39-4464-B412-0E07DF2281E6 |
| Santini at his sizzling best. We gotta get this guy to write for 2020 on the edit side. Oh...wait...he already does. |
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Re: Be Careful What You SHOP For
By Michael Nason |
David: "Superior eyecare and Superior eyewear" is precisely what most retailers, on- and offline, are missing. Your practice seems like it makes a lasting difference in your community. I have very much respect for practices, like yours, that make such a strong commitment to their patients.
Pam: You're so right! For patients with even slightly less than simple vision needs, there is no way a website can replace the training and skill of ECPs.
A website can be extremely useful for connecting with new patients in your area, though. If your business is so inclined, the Internet can also be used to make sales (basic ones, at least, that are to be assessed by your staff once the patient arrives at your office).
Barry: ZipEyewear has many *new* things in the works. We are developing new tools and services to help ECPs be successful on the Internet. The first of these is the Site-to-Store sales program.
This is different from kickbacks with doctors in your area because it is an online operation, targeting individuals who are already looking for eyewear online. You can establish kickback agreements with local ODs, but your "pie" still won't include local patients who shop online.
The nature of our program and a kickback with an OD are to an extent similar. I don't think discrediting ZipEyewear's program on this point is valid. No one is going to make you join us. You'll get the most bang by maximizing your presence and appeal to consumers, at the lowest cost to you.
What you say about opticals being subordinate is exactly what ZipEyewear is fighting to change. What we are doing, in my opinion, is empowering ECPs to take control of and succeed in the emerging online market. |
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Re: Be Careful What You SHOP For
By Michael Nason |
I have to disagree, Barry. Why would you bypass a blog prompting a discussion that is very relevant to your business? I am sincerely interested in ECPs opinions of online eyewear.
This blog is asking for input, and is open to everyone. Perhaps it isn't the most productive avenue, it certainly isn't ZipEyewear's only one. My point is to not bypass anyone.
Clearly I have an agenda. I apologize if I come off as self-promoting. Your comments, your challenges are all welcome. |
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Re: Be Careful What You SHOP For
By CA402CE4-1A39-4464-B412-0E07DF2281E6 |
| Never hesitate blogging. This is addressed to BOTH Barry and Michael. Your input is most appreciated, highly informative and delivered with the right purpose in mind. 2020's only wish is that others would join in on ALL sides. |
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Re: Be Careful What You SHOP For
By Barry Santini |
I really don't see the posts about/from Zip as self-promoting. And me thinks that the dialogue must continue, for both our sakes.
Barry |
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Re: Be Careful What You SHOP For
By Penn Moody, OD |
I am an ECP who has started an online eyewear retail site for many of the reasons some of you have described. At the risk of being "self-promoting", let me explain:
Last year I began to notice an uptick of patients requesting their prescriptions for eye wear. I asked nearly all of them "why?" "Is there something we can help you with?" "is there something I need to know about your experience at my office?" etc.
The answers we almost unanimous: "I'm very happy with you and with your office. I bought my first pair or contacts using my vision insurance. I want to buy additional pairs online."
I did some research and decided online eyewear retailing is not going away and I had two choices - participate or not. I decided to participate.
However, there were no websites designed with the practicing OD in mind. So a friend of mine in the frame business and I decided to start our own. Of course, since then some other sites have come online, but none of them I am aware of were designed by an independent optometrist for independent optometrists. Our whole plan has been to build through being partners with ODs.
I could tell you more details and I will if you ask, but the real point of my entry in this blog is as follows:
Nobody can replace what we do for our patients. But not all patients want all that we provide. No of us can stop the flow of history. Those that were against our using pharmaceuticals couldn't stop it. Those who would stop online contact lens ordering couldn't stop it. I don't believe we can stop the selling of eyewear online, either. Wouldn't it be better for us to have some influence and control over this delivery system than to bash it and those that use it? I believe it would, which is why I put my money and reputation up to participate.
My final question it this: How many of you have purchased something online you could have bought locally in the last six months? How about your family? your friends? your employees?
This is not going away... |
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Re: Be Careful What You SHOP For
By Barry Santini |
Michael: Let's Talk soon.
B |
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Re: Be Careful What You SHOP For
By Barry Santini |
Penn, I'm bettin' that for many who getn their eyewear online that they'll be singing the tune of a new twist on this ol' rule of thumb:
"the bitterness of the *absence of proper and convenient after sales service, adjustment and support* will be remembered long after the sweetness of low price is forgotten."
B |
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Re: Be Careful What You SHOP For
By Penn Moody, OD |
Barry, you are right...for a percentage of patients.
The optical market, like every other consumer market, is segmented. There is no one answer for everybody / every situation.
That's why some people will buy online and many won't.
That's why some will return to buy online and some won't.
That's why some will buy a quality pair of glasses fit by a professional and some won't.
That's why...well, you get the point.
I believe the online segment is real and is not going away.
I believe it will grow to some as yet to be determined percentage.
I believe it behooves us as optical professionals to have more instead of less control over how this segment is served.
But, I could be wrong. Time will tell.
We have built into our website several things which encourages a continued relationship with one's ECP.
I do not want to be "self-promotional" on this blog so I won't explain here, but I will share to individuals who ask.
Thanks for the comments. Any others?
Penn |
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Re: Be Careful What You SHOP For
By Melissa |
| I have had several patients come to me for a verification of their Rx after buying glasses online. Turns out that the "standard" measurements that the glasses were made to were either too high, too low, or they had tilted segs. Alot of times the Rx did not match and were made outside ANSI standards. Luckily for me, the patients returned their eyewear purchased on the internet and came back to me to purchase. The did notice that they paid more, but the overall service, quality, and warranties were far superior and they appreciated that much more. |
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Re: Be Careful What You SHOP For
By I. Radford |
| I understand completely that this "phenomenon" isn't going away. It should. Are you people REALLY advocating buying a pretty complicated piece of medical technology at the lowest price by someone who may or may not be trained? Seriously?! Dr. Moody said that "not all patients want all they have to offer". Why not? Are you educating them as to the benefits of what you have to offer? Doesn't sound like it. If your patients knew exactly what you as a PROFESSIONAL could offer them and exactly why they NEED it, their wouldn't be much of a discussion about this. Eyewear is not a commidity, it's not "jewelry for the face". It is a regulated piece of MEDICAL EQUIPMENT. Stop making is less than that so you can "retain your piece of the pie"! |
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