When Bad Reviews Happen to Good Businesses

Eyecare Business by Alicia Hoglund

As published in  Eyecare Business, four out of five consumers say they have changed their minds about a recommended purchase based on a negative online review. With online reviews more prevalent than ever, keep in mind the following Do’s and Don’ts when dealing with a negative review.

  • DO always respond. If you make a mistake, accept it and let the customer know it won’t happen again
  • DON’T minimize or invalidate the review’s concerns
  • DO listen intently to the customer
  • DON’T respond with an angry or defensive reply. Even if the complaint is biased or unjustified,  people reading the review will assume this is how your company handles complaints.
  • DO be compassionate and caring
  • DON’T contact a negative reviewer without a plan to make things right by him or her
  • DON’T use generalities. Be specific when addressing a problem. Speak to the matter at had specifically where appropriate and avoid canned responses.
  • DO be willing to give a little. Sometimes customer just want to be heard. Your willingness to go the extra mile might just win them back as customers and even be worth a referral

Cast Digital Lenses In-House

Offer your patients one-hour lenses while cutting lab costs in half with the Q-2100R Digital Lens System from Optical Dynamics.

Kenneth N. Johnson, ABOM, NCLC, LDO, Vision Care Product News

Do you want to offer patients same-day lenses cast in-house? Do you want to reduce your lab bills? If so, an in-office lens casting system might be the answer. The Q-2100R Digital Lens System from Optical Dynamics can help grow your business while driving down costs by up to 50%.

The Optical Dynamics Q-2100R Digital Lens System incorporates free-form technology into the design and manufacture of the progressive and single vision molds it supplies with the unit. In this way, the lenses made with these digital molds benefit from the features of free-form manufacturing. One advantage is the increased surface accuracy of the lens designs, another is the increased power accuracy of the prescription created. The outcome is better surface quality and more accuracy in the curves generated through much tighter tolerances.

To make a lens, free-form glass molds are injected with the liquid monomer using the Q-2100R Flash Fill System. The Q-2100R is computerized and easy for staff to master. After the Rx has been entered, the appropriate molds are loaded. The machine scrubs the molds under high pressure to ensure cleanliness, and if an anti-reflective (AR) treatment is to be applied, it is done at this stage. The molds are assembled and injected with liquid polymer. The material is then cured in a light chamber, followed by a post-curing chamber, after which your AR Rx lenses are done. The whole process takes 30 to 90 minutes

Optical Dynamics offers a family of premium progressive, bifocal, and single vision lenses that are custom molded to a patient’s exact prescription. These are produced using a variety of progressive lens design molds, and both spherical and aspherical FT28 molds as well as aspheric single vision molds. Another option is atoric back molds for minus lenses to further control curves and distortion for myopes. The company’s proprietary liquid monomer, called clearLIGHT PLUS, is available in a clear form. It also has three photochromic options named sunSMART II grey, sunSMART II brown, and a new extra active sunglass version called ultraSUN II. All the lenses, according to Optical Dynamics, have an impact resistance that meets FDA standards even when cast to a 1.5mm center thickness, work well with drill mounts, and are tintable.

If you’re looking to increase profits, reduce turnaround time, and add in-house lens casting, the Q-2100R may be your answer.

Kenneth N. Johnson is the Optical Manager at Professional Eyecare in Waterford CT.

Vision Dynamics LLC to Attend VCA Summit


Vision Dynamics LLC is please to attend and support the Vision Council at their Executive Summit next week in Orlando.

An annual event, the Executive summit is filled with opportunities for executive-level networking, leadership development, economic trend updates, and hot-topic panel discussions. This powerful resource is designed to keep members aware of the optical industry’s changing landscape in charting a course for the future.

This years speakers include former executive at  at Tesla Motors, Apple Computer and GAP Inc. George Blankenship.  With three decades of experience in international strategy, retail and real estate, Blankenship is best known for his growth strategies focused on customer experience, implemented in his work with such notable and impactful companies. As the greater vision and vision care industry continues to evolve and expand, Blankenship will offer a unique perspective on how organizations within the industry can adapt to an ever-changing marketplace. The event will also feature Jeff Cherry, an expert on the topic of Conscious Capitalism and Liz Wiseman who will share ideas from her top 20 business leadership book, Multipliers. Closing the Summit once again is our favorite economist, Brian Beaulieu.

Our executive team looks forward to spending time with industry friends at this informative event.

Strategies for New Hires

EyeCare Business

INFORMAL onboarding consists of employees learning about their new jobs without an organizational plan or written process. It may include job shadowing and knowledge exchange with key employees, mentoring and coaching with managers, and on-the-job training with existing employees.

Hello and welcomeFORMAL onboarding includes a sequence of procedures that take a new employee through the process of learning job tasks and office social norms. Activities can include: Web-based video orientations, e-tutorials, interval training planned so learning occurs at specifically planned junctures, team roundtables, and, finally, field experiences and product training with key vendors.

The most successful onboarding programs have one individual overseeing how the employee navigates the process, and all current employees are included in some of the activities. According to the SHRM, there are four elements that indicate a successful onboarding.

SELF CONFIDENCE in job performance, which effects organizational commitment.

ROLE CLARITY, making sure your new hire understands their role and expectations.

SOCIAL INTEGRATION, when an employee begins to establish healthy working relationships with existing employees.

ORGANIZATIONAL CULTURE KNOWLEDGE, an understanding of your practice’s culture and how they fit into it. This is key to a new hire’s ability to support your principles, values, and mission.


20/20 Eyecare by Alexandra Hough

As technology and trends evolve, navigating the eyewear industry can sometimes be challenging. Using facts and figures can help you understand and fulfill the needs of your customers.

  • 65% of total population 18+ wear eyeglasses
  • Metal frames 41%, plastic Frames 22%, combination 31%
  • 63% of prescription eyeglass wearers purchase 1-pair, 29% 2 pair,  5% 3-pair
  • Types of lenses sold are 53% SV, 16% bifocal/rifocal, 31% no-line bifocal

Kentucky’s New Eyecare Law Is Widely Applauded

Vision Monday By Staff

FRANKFORT, Ky.—Legislation governing telehealth and online eye tests in Kentucky that had been debated by proponents and opponents of the tests has been signed into law by Governor Matt Bevin, and both sides are claiming victory. The new law, House Bill 191, known as the Consumer Protection in Eye Care Act, was passed both the Kentucky House and Senate with widespread, bipartisan support. It allows for online eye tests, but requires patients to be at least 18 to use technology. It also requires all diagnostic information and data to be reviewed by a Kentucky licensed optometrist, osteopath, or physician.

Additionally, patients cannot use an online exam for their initial contact lens prescription, or the first renewal of their contact lens prescription, and must be seen for a complete in-person eye examination at least every 24 months to be eligible to use the technology.

“House Bill 191, or the Consumer Protection in Eye Care Act, creates reasonable consumer protection standards for Kentucky consumers,” said Ben Gaddie, OD, past president and current legislative liaison for the Kentucky Optometric Association, told VMAIL. “The legislation addresses online technologies for eyecare, such as those web applications which provide prescriptions for contact lenses or glasses. These technologies may still be utilized in Kentucky, but the legislation establishes safeguards for its appropriate use.

“Some of these safeguards include a minimum age of 18 to use the technology, a prior in-person eye examination within the previous 24 months, the same standard of care is applied as when conducted in an in-person visit, and the technology cannot be utilized for an initial contact lens prescription. Kentucky consumers still have the freedom to choose where they purchase contacts or glasses, but will now also have the same consumer protections as if they were seen for an in-person exam. These safeguards ensure that patients will still get the appropriate level of needed care from their local eye doctor, which also still providing accessibility to appropriate telehealth services,” Gadie said.

The American Optometric Association also praised the new law. “This is a turning point victory for higher standards, greater accountability and improved outcomes in health care,” an AOA spokesperson told VMAIL. “Governor Bevin and legislators from across the commonwealth have acted decisively to put health quality, safety and access to proven new technologies first while keeping the doctor-patient relationship at the center of health care decision-making. American Optometric Association doctors applaud Kentucky’s bold leadership and its powerful message to unscrupulous companies that undermine patient health to keep out of the Bluegrass State.”

“This was a huge victory for us. HB 191 was an attempt by the Kentucky Optometry Association to shut down Opternative. We are grateful that the Kentucky Senate added our amendment to allow for our platform to continue operating in Kentucky,” said Pete Horkan, a spokesman for Opternative.

State Managed Vision Care Laws Tracking

Published  by the VCA

Below are a list of states with recent laws positively impacting the use of in-office lens production.

Alabama: The Access to Eye Care Act prohibits insures of vision care services from…choosing sources of suppliers.

Arkansas: Cannot restrict or limit the vision care provider’s choice of optical labs or sources and suppliers of services or materials.

Kansas: No vision care insurance policy…or discount plan that provides covered services or materials will be allowed to limit the choice of sources and suppliers of materials by a patient of a vision care provider.

Maine: A vision care plan cannot restrict an eye care provider in an agreement from choosing its sources and supplies of services and materials.

Missouri: Vision care insurance policies and vision care discount plans that provide covered services for materials cannot directly or indirectly limit providers’ choice of sources and supplier of materials.

Oregon: You cannot restrict a provider’s choice of suppliers of materials.

Texas: A managed care plan cannot “restrict or limit a choice of sources or suppliers of services or materials, including optical laboratories.”

Virginia: The vision care plan cannot require a provider to use a particular optical lab.




Having a Ball

Eyecare Business October, 2017 by Stephanie K. De Long: Vision neophyte? Here, we break down the eye and its incredible functions so you have the backstory in sight. For complte article click here.

CORNEA: Like a window, this clear, transparent front covering admits light, begins the refractive process, and keeps foreign particles out.

IRIS: Picture this! This flat, colored part of the eye divides the eye’s anterior chamber (front) from its posterior chamber (back) and controls light levels much like the aperture on a camera.

PUPIL: The black circular opening in the center of the iris that lets in light, the pupil has an adjustable opening. Light projects through the pupil, controlling the intensity of light allowed to strike the lens.

LENS: Right behind the iris and pupil, the lens helps focus light on the back of the eye. In a constant state of adjustment, it allows you to see small details. Any presbyope can tell you what happens when it loses elasticity.

RETINA: The area at the back of the eye, the retina receives the refined, visual message from the front of the eye and uses electrical signals to transmit it along the optic nerve to the brain.

FOVEA: A small depression in the retina where visual acuity is highest.

OPTIC DISC + NERVE: The optic disc is called the blind spot, because there are no receptors in this part of the retina. This is where all axons of the ganglion cells leave the retina to form the optic nerve. The eye’s carrier pigeon, the optic nerve carries impulses converted in the retina to the brain.

Character Study

Eyecare Business June 2017 Interview with Jason Dorsey

For the first time ever, there are five generations in the workforce and five generations in the marketplace…Dorsey spoke with EB about the difficulties that older O.D.s and practice managers encounter with hiring and working with younger workers, and how ECPs can work with them rather than against them.

The Hire: Millennials are the largest generation in the workforce…their new way of looking at things can be beneficial: “Challenging the status quo is very important to them…” And millennial workers are motivated more by making an impact and being challenged than making more money…

The Training: If you are hiring employees in their 20’s and even 30’s, don’t stick them in the back room to read paperwork and training manuals their first week. While it’s a training method that older workers are comfortable with, it doesn’t work with Gen Y. Little things like having business cards printed and waiting for the new hire set the tone for success…

The Employee: Gen Y workers thrive where they feel valued, are doing something they believe in, and are challenging the status quo. “The key is not to coddle them…the thinking is they expect to be promoted in the first week and given a trophy. Our research shows that what millennials really want is to feel valued and challenged, and they want to feel included.

Vision Dynamics Lab, Largest Glass Lens Processor in US

Louisville, Kentucky, July 2017 — Vision Dynamics Laboratory, the glass lens specialist, remains the largest independent glass lens processor in the United States.  Running over 500 glass jobs per day, our focus on high volume glass surfacing and finishing ensures our products are a cost effective solution for labs looking to direct their resources to materials with greater demand.

Vision Dynamics’ dedication to glass lens production allows improved world wide sourcing of glass lens blanks and low prices on all major brands. Our lab maintains a large inventory in an array of products. Even specialty, X-ray and industrial glass are no problem for our licensed and certified technicians.

“Our lab’s level of glass expertise and volume of work allow for economies of scale that in most cases make it more profitable for an average lab to outsource its glass work to us than to maintain internal glass capabilities,” said John Dippold, VP of Operations. “Our commitment to the category keeps us at the top of our game and our customers are very complimentary of our products,” added Dippold.

Vision Dynamics treats lab to lab business as a partnership. We utilize electronic lab links to process jobs quickly and accurately for enhanced lab service. Located in Louisville, KY near the main UPS shipping hub, prompt delivery time of your order is further assured. Vision Dynamics’ team strives for excellence in customer service, high quality product, and prompt delivery of goods.

“Feedback from our customers on the service level and quality of our products has been outstanding,” shared Eric Lindquist, National Sales Manager. “Processing glass can be difficult, we offer an excellent solution for our customers and they appreciate it,” concluded Lindquist.