[62] • EyecareBusiness.com • MAY 2012

hen it comes to redosand remakes, ECPs’relationships withtheir labs can have a

remarkable effect on profitability andpatient satisfaction.

Says Jeff Szymanski, vice presi-dent of Toledo Optical in Toledo,Ohio, “Unfortunately, for manyECPs, remakes today act as one ofthe most severe and often unnoticeddrains on bottom-line profits. Thenational average for eyecare profes-sionals hovers near the 12 percentrange for warranties and remakes.”

In this article, sponsored by TheVision Council Optical Lab Division,we’ll look at paths to walk togetherthat can make all three partiesinvolved—ECPs, labs, and con-sumers—more satisfied with productoutcomes. First let’s consider someof the things that cause eyewearredos and remakes.

THE PROCESSECPs, labs, and con-

sumers come into playin the lens creationprocess, and all threecan help control prob-lems. When placing the

order, the ECP will provide thepatient a prescription, often handwrit-ten, ideally containing additional recommendations regarding theirvisual needs to give the dispenser asmuch information as possible.

As the dispenser takes on theresponsibility of designing the bestsolutions for those needs, he or shewill provide the lab with the neces-sary measurements and best lensoptions to meet those visual needs.

When the order progresses to the laboratory, it is interpreted toproduce eyewear considering all the available options as well as prod-uct limitations.

Considering that there are some-times hundreds of steps for both theECP and the lab, it’s pretty amazingthat we can complete this task,

WThis Vision CouncilOptical Lab Division

article tells youways to rein in these

practice problems

BY ALEX YOHO, ABOM

1. Rinse lenses before cleaning

2. Keep lensmeters clean

3. Keep axis-aligning pliers clean

4. Educate patients at every delivery

S C R A T C H E S

PREVENTING

considering all the potential for prob-lems at any given point.

LENS SPOILAGEWhat types of profit-robbing

spoilage do we encounter in ourindustry? Jeff Wittern, vice presidentof operations, DakotaSciences, SiouxFalls, S.D., detailssome of the rea-sons that eyewear isreturned to the lab.“Measurement errors bydispensers,” saysWittern, “frame re-style, as well asscratch coat and ARcoating warranties arethe majors.” Some ofthose are within our con-trol, but some are not.

Steve Sutherlin, pres-ident of SutherlinOptical in Kansas City,Mo., adds more lab-side problems.“You name it and it happens: scratch-es, slippage in the edger, operatorerror, and more.”

According to the experts we con-sulted, it seems to be a toss-up forthe single biggest cause of spoilageand remakes. Sutherlin and

Szymanski agree, however, thatscratches get top billing. “On thewarranty side,” explains Szymanski,“scratched lenses remain the mostcommon reason cited for warrantysubmission…though the proverbial‘eaten by the dog’ type of issues

always remain pres-ent, too.”

ADVANCING EDUCATION

Fortunately for allconcerned, labs havemade progress ineducating all con-cerned about whatcauses scratching.For example, lensesreturned for manu-facturing scratcheshave been found tobe caused by some-thing as simple tofix as the ECP’s

lensmeter used for checking in newjobs. Often, just a regular cleaningschedule can eliminate the problem.

Another issue is measurementerrors. “As a laboratory, we havespent so much time instructingaccounts on the minimum fittingheights of progressives,” explainsWittern, “that dispensers go to great

lengths to make sure to hit theminimum fitting height,

but then they may for-get to check the

minimum ‘B’ measurement. This hasresulted in redos because the distanceportion of the progressive has beencompromised.”

An associated problem, explainsWittern, “is that this is then listed asa redo for non-adapt.”

The issue? “Many dispensers donot know that they must use the cut-out chart for the brand of lenses theyare selecting to see if it will ‘cut out’and give distance, intermediate, andnear coverage,” explains Wittern.

BUSINESS PERSPECTIVEFrom a business standpoint, labs

and ECPs can’t just accept that redoshappen, but must remain cognizantof the costs involved with every redo.

Here’s how Szymanski handles it:“We take a directed approach to thisproblem by running monthly remakeand warranty reports which identifyprecisely what issues are being expe-rienced and the costs associated withthese Rx’s. By doing so, we stronglybelieve that we are acting in our cus-tomers’ best interest and are trulybeing the partner to their businessthat we claim to be.

“Furthermore, by honing in onproblematic areas within a practice,we continually help customers to bethe most efficient and profitablebusinesses they can be,” addsSzymanski, “Together…this level ofsupport acts as a benefit that our lab-oratory can provide, and it supportsour core goal of ensuring the successof our customers.”

FREE REMAKES?“The fact is that ‘free’ remakes

are not really free, because labshave to figure the redo percent-ages into the cost of the Rx,”says Wittern. “And that raisesthe cost to everyone. But what is

even more important is that each

[64] • EyecareBusiness.com • MAY 2012

TO ASK

?Can you envision the lens-es in the selected frame?

?Are there risks of chipping/cracking?

?Is there a safer lens material?

?Will the lenses requirespecial edging for

clip-ons, etc.?

QUESTIONS

MAY 2012 • EyecareBusiness.com • [65]

time a patient comes back to have anRx remade, the cost of having thestaff service that patient is oftenoverlooked. Another cost? The priceof a patient being dissatisfied forhaving to come back to the office.”

PRACTICAL POINTERSTo help minimize those problems,

here are some practical tips as well

as topics to address in your practice.■TENSILE STRENGTH: “Be

careful about using low tensilestrength lenses on high-risk Rx’ssuch as grooved rimless and frameswith flat metal in front of the eye-wire,” stresses Sutherlin. The result,he says, can be chipped lenses orones that are poorly retained.

■ SYMBIOTIC RELATION-SHIP: With more than 63,000 indi-vidual outlets across the countrywhere consumers can buy their eyewear, an ECP/lab symbiotic partnership is absolutely necessary in order for a practice to outperformthe competition.

■ EXCEED EXPECTATIONS.“Providing this level of customersatisfaction,” says Szymanski,“requires a total commitment totraining. In addition to the cost savings associated with keeping warranties and remakes in check, it’salso vitally important from a servicestandpoint.” The result? “We canendear ourselves to our patient base

and drive additional revenue.”■ TRAINING, TRAINING,

TRAINING. Training staff on every-thing from basic optics to new lensproducts and procedures can make ahuge difference, explains Wittern.

“That’s one reason we offer freeseminars to our accounts’ staffs asoften as we can,” he says. “At theseminars, we stress lifestyle dispens-ing because it is important to findout what the patients do for a living,their hobbies, and so on. This notonly helps the dispenser pick theright lens and frame for the patients,but also gives the office a chance to make second-pair sales by

recommending task-specific lensesand frames for work and hobbies.”

BOTTOM LINE“The largest check that an ECP

will write every month is [the one] totheir lab,” says Szymanski. “Thisrelationship should be built uponmutual trust and respect. That said,ECPs should work diligently withtheir labs to better understand thispart of their business in order to startcontrolling [redos] rather than havingit control them.”

What effect do problems likeremakes have on the end user?“Breakage means delays,” explainsSutherlin. “Anything that reducesbreakages gets eyewear deliveredmore promptly.”

Wittern adds that satisfiedpatients are also “more likely to rec-ommend the office to friends andacquaintances.”

The goal? “At the end of everyday, we exist to work hand in handwith our ECP partners, providingsophisticated eyewear to help theworld to see,” says Szymanski.

As styles change, so do the chal-lenges. For example, when largereyewear becomes the norm, cut-outproblems will reemerge. And, aslenses evolve, new and more accu-rate measurements will be required.

Regardless of trends and resultingchallenges, the industry should neverlose sight of the value that deliveringtechnologically advanced visual sys-tems both efficiently and cost effec-tively adds value to patients’ lives.

Ultimately, this is why controllingredos and remakes needs to remainsuch a vital part of our overall com-mitment. EB

For more information on TheVision Council’s Optical LabDivision, visit visionsite.org.

Order-entry software can be a help by:

• Preventing someone from choosing something that is unavailable or out of range

• Eliminating transcription errors

• Keeping information needed for a particular item from being omitted

• Reducing delivery time.

READY RESOURCES

ORDER-ENTRY SOFTWARE

CHARTS: Use cut-out charts that your labs send out for each type of progressive lens.

REPS: Read and use the information that sales people provide.

LAB DIVISION: Use these great resources from The Vision Council Optical LabDivision—“The Indispensable Dispensing Guide,” “PROGRESSIVE Identifier,” “LensMenu, and “ANSI Z80.1 Quick Reference Guide.”

EDUCATION: Utilize every option for education your lab provides. Labs make heavyinvestments in providing good quality education for their partner ECPs.