business 101

Controllable Remakes

Rick Guinotte

Below are some common remake situations, and solutions to preventing them from recurring.

MEMORY METAL RESTYLE

The patient orders a frame, but when it comes in, he cannot see through the lenses properly. Upon inspection, you see the patient has a significant amount of “wrap” in the frames he had been wearing.

Solution: Review the adjustment of the old eyewear before you place the order for the new eyeglasses. Pre-adjust the new frame to make certain it is comfortable and resembles the fit of the old eyewear. You cannot place “wrap” in a memory metal frame if the bridge is flex material. Be honest and let the patient know if a frame is not a good choice for him.

WRONG LENS MATERIAL

The lens may be correct for the prescription. However, you may have a patient who does not adjust well to a different lens material.

Solution: Ask the patient questions to learn about his or her past experiences, such as previous experiences with the suggested lens. The patient will see this as you gathering information to deliver the best product.

FRAME RESTYLE

We have all experienced the person who picks up her new eyewear, takes it home, and returns the following day, saying, “I am not happy with these frames. My daughter said they make me look old.”

Solution: Take photos of the patient wearing multiple frames, then text or email the images to the patient’s family. Gain their approval before ordering the product.

PRESCRIPTION COPIED WRONG

Errors happen. Luckily, there’s an easy way around it.

Solution: Always have a second optician or team member review orders for accuracy.

EXPIRED WARRANTY

You accept scratched lenses back, telling the patient you’ll replace them, but realize after she left that the eyewear is out of warranty. You back what you said and send the remake to the lab.

Solution: You will better serve the patient by informing her of her needs (if the warranty is expired, it’s time for an exam) as opposed to supporting a bad decision.

Remakes take money away that otherwise could be shared with staff as bonuses or raises. They cause patients to question your accuracy and your level of competence, and they cost the business too much not to take the time needed to order eyewear correctly the first time. EB

Rich Guinotte is a senior consultant at Williams Group.