Customer Experience – What It Is And Why It Matters!

Posted by Camille Lowery on Jul 7, 2020 3:59:40 PM

Customer experience has become a hot term in the retail world. There are many folks out there making a very good living helping businesses improve their overall customer experience for their customers.

 

With all of this, there are many who still confuse customer experience with customer service. In reality, customer service is just one part of the actual customer experience. There are 6 elements to creating a great customer experience.

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Topics: Optical Sales Coach

What Is Your Optical Capture Rate And Why Is It Important?

Posted by James Stephany on Jun 25, 2020 9:00:00 AM

In January of this year, I posted a blog hoping to draw your attention to 3 important drivers of your business to focus on in 2020. These were capture rate, retention, and increase your average sales price (ASP) per sale.

Who could have foreseen the events that have transpired in our world over the last 5 months? The COVID-19 pandemic has shaken all of us to the core. Most non-essentialbusinesses were closed down for some period of time; many for months.

The optical industry was hit as hard as any. Most offices closed to all but emergency services. Opticals were shuttered or left to just do repairs and adjustments. Overall the industry saw up to an 85% reduction in sales. We are coming back strong but still learning to live in the new normal. While we could debate whether all of this caution was warranted or not, the facts remain, we all lost sales. Increasing your optical capture rate has never been more important than now.

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Topics: Optical Sales Coach

Focusing On Your Optical Dispensary And It's Success

Posted by James Stephany on May 27, 2020 3:15:31 PM

Thankfully, many of you have reopened and have started doing business in this new normal Covid-19 world we find ourselves in now. We are strong and resilient and will recover from this, but things have changed. As 2019 closed out our economy was booming. We were seeing some of the lowest unemployment levels in history, consumer confidence was high, and all was good. Then along came this virus and everything has changed.

 

Unemployment is at 15% and many believe it is closer to 20% with those on temporary furlough included. The consumer confidence index crashed in April to its lowest point in 6 years. We are starting to hear from a sizable group of economists that we have already entered a recession. In this politically polarized world we live in I am not sure just what to believe. I do think we all can agree that our consumers have to be shaken. Even those not affected by lay-offs or decreases in business will be a bit more conservative with their money.

 

How can you keep your focus on the success of your optical dispensary?

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Topics: Optical Sales Coach

Value Products And Your Optical Dispensary

Posted by Dee on Apr 30, 2020 10:35:32 AM

With the start of easing restrictions put in place due to the Coronavirus pandemic, there has never been a better time for your optical business to focus on value products, house brand lenses, and house brand no-glare options. Many Americans have found themselves with tighter budgets than usual. These products give you the ability to lower your price points while keeping your margins intact. 

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Topics: Optical Sales Coach

How To Re-Open Your Optical Business After Covid-19

Posted by James Stephany on Apr 29, 2020 2:45:06 PM

Many practices shut down due to state and federal guidelines that helped us flatten the curve for the Covid-19 pandemic. Currently, some practices are still closed but look to be opening soon. Many have recently opened back up. Here are the American Optometric Associations suggestions for re-opening your practice while still practicing safety and social distancing guidelines.

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Topics: ECP Marketing, Optical Sales Coach

How To Get Less Remakes From Your Wholesale Optical Lab

Posted by James Stephany on Mar 30, 2020 3:49:21 PM



In the relationship between the lab and the optician, nothing is more agreed on than the aggravation of redoes and remakes. No one wins when a job has to go back to the lab to be redone.


Above all else, the patient has to experience a delay in receiving their new glasses. Often these delays can harm your reputation as an eye care professional. When the delay goes on long enough it could cost you return business and even force a refund and lost sale.

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Topics: Optical Sales Coach

Optical Training You Can Do From Home

Posted by Camille Lowery on Mar 25, 2020 4:19:12 PM

Across the USA and the world, many of us find ourselves at home or with reduced hours due to the current Covid-19 pandemic. We should all absolutely take this extra time to finally get some of those things at the bottom of our to-do lists done around the house, make more memories with our loved ones, and do a little bit more self-care as well.

 

Even after adding all of that and more into our schedules you may find yourself with the need for something to do. Why not add in some extra optical training for yourself too? Essilor and Shamir have provided two great options that are free for a limited time to help scratch your optical itch during these times.

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Topics: Optical Sales Coach

What's Your 2020 Optical Sales Vision?

Posted by James Stephany on Jan 13, 2020 2:13:43 PM

2020 is undoubtedly the year of all things optical. IcareLabs wants to make sure you not only meet your optical sales goals for the year, but we want this to be the best year you have ever had!

 

You, like many others, use the new year to make resolutions and/or promises to make changes in your life. Making a resolution is the easy part, sticking with it is another thing altogether. This is why there is a waiting line at the gym in January and by June you would be surprised if you had to wait for a machine. The number one reason that resolutions fail is that we treat them like a sprint and not a marathon.

 

We try and make too many or too big of changes that are just too hard to stick with. Let's focus on some small doable goals for 2020. Keep it simple and have some fun. 

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Topics: Optical Sales Coach

Blue Light Protection Available From IcareLabs

Posted by James Stephany on Oct 18, 2019 10:39:33 AM

What is blue light?

 

Blue light is at the bottom end of the visible light spectrum with the shortest wavelength and the highest energy. Blue light is often referred to as violet or violet light. Blue light is just above ultra-violet (UV) in the light spectrum.

 



Blue light is defined as visible light ranging from 380 to 500 nm. In some circles, blue light is broken down further into 2 segments – Blue-Violet (280 – 455) and Blue-Turquoise light (455-500nm).



Before we get to breaking down the blue light products that we carry here are a few key points you need to know.

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Topics: Optical Sales Coach

When To Use High Index Lens Materials For Your Patient's Glasses

Posted by James Stephany on Aug 27, 2019 1:04:29 PM

 

With all of the options available in lens designs and materials, we truly are working in the golden age of optics. Never has there been more options and custom designed products to cover the vast array of our patients' needs. From specialized Single Vision products for young readers to fully compensated digital progressives offering wide field of views.

 

While we get plenty of training on these new products I find that many of us question when to use high-index lenses and why. Many do not understand the benefits and fear the drawbacks. 

 

In this brief article, I hope to clear up some misconceptions while giving you some parameters of when to use high index. 

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Topics: Optical Sales Coach, Lens Designs, Lens Add-Ons

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