Troubleshooting Customer Rejection of New Eyeglasses

We discuss the steps to take when a customer flat-out rejects a new pair of eyeglasses.
This video was produced by Laramy-K Optical
Laramy-K Optical is a digital surfacing and coating lab unlike any other. We provide our customers with independent, high-end alternatives to corporate brands. Through craftsmanship, technology, and independent, innovative vendors like Younger, IOT, A&R, and Quantum Innovations we offer our customers the Integrity portfolio of freeform lenses and coatings. Made in the USA, the Integrity brand is not a generic house-brand, but is the absolute best available, designed to give the wearer that “wow!” experience.
In addition to the digital line, we still offer conventional surfacing, including glass. Maintaining traditional equipment gives our customers vastly more flexibility in their dispensing, particularly when it comes to more difficult prescriptions.
Learn More: www.laramyk.com

[@nabicookie]

The 'buyers remorse' folks are also usually the ones that don't want to even let you try to troubleshoot. Once you begin, they immediately shut you down with something like "No, I'm sorry, I don't want to go through all this again. I just want my money back." (and that's the polite version) And the other version we just had, picks out frames, lenses, coatings... everything.... you have someone come and double-check behind you as is company policy (🦉) to make sure everything is exactly as it should be Rx wise and that the customer understands everything they are getting and why, the customer pays and then leaves the store happy. And less than 24 hours later is back ranting about how they didn't get what they wanted, they claim they didn't understand what was being given to them etc. You start the process of trying to determine why they're upset and realize there's been multiple remakes, spanning multiple years, multiple locations and opticians. And there are many many comments that indicate that the customer just can't be pleased no matter what.🤷‍♀

[@LaramyKOptical]

kzbin.info/www/bejne/h5enc3SOnqeHsJIsi=ePB8y--90KQd9E8l

[@makphet75]

This is definitely not unheard of. Carefully listen to your customer while you are getting to know about they need or want in their glasses order. When you hear a lot of negative feedback about past visits to other offices - or past visits to YOUR office - pay attention. If this is a past patient or customer of your store/office, see if there is an order or transaction history. Having access to that history also tells you what your customer may or may not prefer for frames and lenses. Sometimes, when we try to reinvent the wheel, we don't get the favorable results we expect.

[@rismin1]

Thank you. I got new information and different access from you

[@stephenphill8]

I dont say "bent", I say adjusted or shaped. They get worried about the idea you bent their new glasses!

[@zack_120]

The funny thing today is the skyrocketing $$ of eyewear. A pair of reading glasses costs nearly $K! And it seems to coincide with the pandemic period industrywide greed. It's ridiculous, corruption or ?

[@LaramyKOptical]

The cost of most things has seen an increase in the last few years - I wouldn't single out the eyewear industry. Appears to me you still have many options available, online*, 2 For $99, Walmart, Sam's Club, Costco, etc. The brand name stuff will sell for whatever the market will bear. In the "big-picture" the biggest single driving force behind the absurd prices you see are the vision care plans. If they didn't exist you would be paying pennies on the dollar. But they do and they ain't going anywhere! * There is nothing wrong with shopping online for basic single vision "prescription" eyewear like those "readers" you mentioned. For non-prescription you can buy a 10 pack at Sam's Club for something like $19.99.

[@Wozersasmr]

First pinn this plz

[@cnip288]

I heard the first beep and I thought she was dropping F bombs.😂

[@LaramyKOptical]

Won't be the first or the last f-bomb dropped in an OpticianWorks video. Guess you never watch them to the end for the outtakes?

[@cnip288]

@@LaramyKOptical oh I have. I just thought Concie the customer was coming out of the gate with the heat.

[@kareyhunter3629]

I had that happen to me, could see out of each eye separate, not together. Went to Dr that did exam, he couldn’t figure it out. I paid for a second opinion, one eye too strong, other eye too weak. I’m very careful about my eyes after that.

[@ajmitch509]

My eyeglasses are progressives but my readers seem much more clear at a +1.5 than the lower portion of what was prescribed. How do I know the actual magnification for the lower portion? And I hate to ask, but do some unscrupulous opticians purposefully order lenses that are slightly less than perfect so patients buy new lenses sooner? W

[@LaramyKOptical]

I wouldn't be at all surprised that a SV reader appears better than a progressive. The only way to know if you got the full reading power would be in a lensmeter at the optical shop. If it is a very narrow frame it could be the bottom of the add was cut off. And, no I don't think opticians try to cheat their customers - 99.9% of the time it ain't their shop so what would be the benefit for them?

[@guardian7keys]

John, have you had a situations where the customer's power and/ or astig went up while waiting for the progressive glasses? but you tested the customer and they were not able take higher degree because they felt pressure on the eyes, etc? if you were the customer position, how would be the best way to explain it to the optician? being both technical and diplomatic.

[@LaramyKOptical]

Changes in power between frame/lens choice and dispensing falls under Doctor's Change. That customer must return to the doctor and get a new refraction. Assuming you did everything right it really falls on the doctor to do any explaining. I think I'd go with something like, "This does happen on occasion our vision can fluctuate day by day even hour by hour. The prescription was filled correctly and everything else is right with the glasses so you will need to return to the doctor for a recheck." One of the reasons I HATE that they dilate and then send them out to the sales floor! And never ever suggest/diagnose but fluctuations like that are often related to blood sugar swings or hormones something the doc should have caught not your place to do it or even mention it.

[@gaylecheung3087]

The only lenses I rejected and the doctor rejected for for my gas printable contact lenses they were like $800 for the pair. We’re talking over 20 years ago. 4 times…. For that fitting, not my original doctor, his partner who was no longer with him.

[@GentsEyeWear]

dear love your content and are you interested in reviewing men eyeglasses?

[@vicfreecss]

Laramy K is THE BEST!!! 🙏

[@zzaacc]

Cutting skills aside, how can we as consumers know which lens is the sharpest? eg Essilor vs Laramy-K?

[@LaramyKOptical]

Many other videos on progressives here: www.youtube.com/@LaramyKOptical/videos

[@andrearivas7045]

John you are the best🙌🏻. Can you please make a video explaining spectacle magnification, how to find the percent of magnification and how to create Iseikonic lenses to manage image size difference. Present ways of managing a patient with unequal refractive errors. I’m studying for my practical and having hard time understanding the formula they presented

[@LaramyKOptical]

You might want to try to track down a copy of Brooks & Borisch Ophthalmic Dispensing I recall they had plenty on that. Some of the old farts on OptiBoard love to talk about isekonic lenses. I put that stuff in the advanced category almost into the "optical parlor tricks" category. Not anything your day-to-day optician needs to know.

[@andrearivas7045]

Thanks for the advice

[@han_xplorer]

Hi laramy is true that Oblique Cylinder Axis is not suitable to use Progressive Lens?

[@LaramyKOptical]

Not familiar with the term oblique cylinder axis. Since we have 180 possible positions that sure would rule out an awful lot of progressives.

[@han_xplorer]

The axis between 30-60 and 120-150 degrees. Optician in my country says for those types of axis is not recommended to use progressives lens. So we decided to buy bifocals lens. Idk if it’s true or not(?)

[@LaramyKOptical]

@@han_xplorer I have never heard anything like that. Considering the unique optics of a progressive I can't imagine why cylinder position would make much difference. The given power ranges (sphere and cylinder) for a given design are just that, not position dependent. I suppose in extreme cases it might contribute to some increase distortion but those folks are used to it. I'm assuming you are using a quality progressive lens/lens design. Seems like an awful lot of lost business and some unhappy customers.

[@akahina]

I'm a nice guy. Always appreciative of those providing service. I need new glasses and have for over a year. I want glass, and I want bifocals, and I need photochromic, preferably Corning "thin and light" lenses. But not a single local place will (or can) order to my needs. Plastic scratches (especially CR39), and I need glass because of my job duties. Polycarbonate gives me a headache, and the chromatic aberration of polycarbonate and high index materials drives me crazy. And I can't adjust to progressives. Peripheral vision is important to me, and the 30-40% junky vision on the sides of the lenses in unacceptable. Plus the astronomical cost of progressive plastic lenses for inferior peripheral vision insults my sense of value. Maybe I'm a dinosaur... I just turned 70 and have worn glass spectacles for 63 years. I have never had a broken lens. NEVER! And yet I am told that they will not sell glass because of "safety reasons." I call BS on that. I honestly feel the whole industry is geared toward increased profit for inferior products at a ridiculously high price. I used to be affiliated with a renowned Optometry school and, as such, got my glasses at cost, so I know about mark-ups. I'm frustrated at the whole industry which seems to put profitability over quality and customer needs. But I don't blame the optician. I blame the industry. Vinyl records died with the advent of CDs, but guess what? Vinyl record sales are soaring. Maybe glass lenses will become popular again in 20 years, but at my age it won't matter. As a side note, in all thise years I have only outright rejected a new lens design once. It turned out that the base curve had changed from a previous pair and that caused issues for me. Am I the only person that had that issue?

[@LaramyKOptical]

Let us know where you live and maybe we can find a real optician for you to work with. Glass lenses are still available and we even produce them at our wholesale lab. Nothing wrong with a glass lens! Fun Fact: In the instrument we use to read lens powers the reticle is actually sharper when checking a glass lens! Glass is used in higher end optics for a reason!

[@akahina]

@@LaramyKOptical You are awesome. Thank you. I live near the Portland, Oregon metro area.

[@LaramyKOptical]

@@akahina Drop me an email through the OpticianWorks website and I'll see what I can do. John

[@LaramyKOptical]

Got someone for you! Email me.

[@TrungLuu-World]

@LaramyKOptical, I had Varilux Physio dispensed right the first time in San Jose; I got Shamir Workspace (secondary pair) dispensed in San Diego worked well for 3 years. Unfortunately, on that same frame, using same mono PD, with segment height fitted 17/32 (just one mm above old pair), using same brand Workspace, prescription increased only 0.5 in Sphere and 0.5 in Add power. All of a sudden, I see clearly in less than 5 feet instead of more than 10 feet as if they cut Computer instead of Workspace although they insist they cut it correctly. How do you explain this situation. Could you recommend me a good optician in Austin, TX? I’ve tried 2 shops in 78759 (an affluent area) to no success so far. Please help!