Back to: 7: Finishing: The Optician’s Edge
Remakes are a complicated and “grey” area of the lab relationship. The bottom line is, someone, somewhere, has to pay!
OK Super, crazy, important here: Contrary to what you will hear remake costs are not actually, “built into the lens cost.”
A remake occurs anytime that an original order is remade – regardless of the reason. It is only on a lab-by-lab basis that you will know each lab’s remake policies. Better labs will usually allow one no-charge remake, under the “scratch or AR” warranty.
Always bear in mind that one-time remake or “warranty” is there for the customer NOT FOR YOU. If you use it for anything other than a legitimate scratch warranty, it is no longer available for the customer should they ever need it. Using it is a risk you take, but it often works out in your favor.
Example 1: Mrs. Rebecca Richter–Johnson decides she hates the frame she bought. You tell her that you will be happy to put her into another frame. You do not tell her, but you use her one-time scratch warranty to get the new set of lenses. She is happy, she doesn’t scratch the new pair over the next twelve months and everything works out fine. That bit of outstanding customer service cost you nothing. I have found it usually works out quite well!
Example 2: Mrs. Rebecca Richter–Johnson decides she hates the frame she bought. You tell her that you will be happy to put her into another frame. You do not tell her, but you use her one-time scratch warranty to get the new set of lenses. Six months later she returns with her lenses scratched and wants them replaced at no charge. You have already used up her warranty and Y-O-U (your company) will need to pay for that third set of lenses. It can happen…
The best thing you can do is to really know your warranties. If a lens coating has a two-year 100% unlimited remake policy, well, then don’t sweat it.
Janet Benjamin, President of Laramy-K Optical says, “Laramy-K would love to see zero, but we usually see 3% to 5% remakes or 3 to 5 of every 100 jobs. If you are over the 5% mark, you have got a serious problem that needs to be addressed.
Remake policy can vary with the type of lens, the actual lens manufacturer and the coating supplier or manufacturer. Although you will go through your lab to get the remake, they in turn may need to go to their supplier. Don’t be surprised if a lab insists on getting the old lenses back before they issue a credit. Somebody has to pay for it.
Optician Errors:
Optician errors are just that. If I cut a right for left or slip and scratch a lens, that is an error on my part – not the lab’s. Depending on your relationship, that remake may be covered, covered at a discount, or you may be charged full. As I said above, somebody has to pay for it.
Frame Changes:
Should a customer return and say they have decided that they don’t like the frame they chose, you may need to switch them into something else. Like an optician’s error, this is not the lab’s fault. Depending on your relationship, that remake may be covered, covered at a discount, or you may be charged full. Somebody has to pay for it. See example above.
Doctor Rx Changes:
Like the other changes, doctor Rx changes will depend on your lab relationship. Most labs will allow a one-time, no-charge, doctor redo for an Rx change. Anything beyond that remake may be covered, covered at a discount, or you may be charged full. Somebody has to pay for it.
As an independent optician, you will need to keep an eye on this one and have a clear understanding of your lab policy and a policy for dealing with customers. After that one-time remake, you stand to lose money very quickly on Rx changes.
BUT – And a big but it is – if you keep your remakes at around 1 – 3% and your products are marked up properly a few out of pocket remakes shouldn’t be a big deal.
What About Lens Vouchers?
A voucher can represent $100 – $300 in wholesale value!
Vouchers are pieces of paper that you can trade for lenses. They usually come from your local lab representative. You are more likely to recommend a product that you have had a good experience with. So, the idea behind vouchers is to get the people selling their products, to actually try and wear the products.
For example, Laramy-K generally provides two 100% vouchers or credits a year to a practice owner and 50% off to dispensary staff.
However, the voucher system is often abused or misunderstood, and the vouchers are used to save money, make up for an out-of-pocket remake, or provide family or friends with glasses.
Do your best to avoid abusing the lens voucher system. Again, you are far more likely to recommend and to sell a product that you personally have had a great experience with. Nothing sells quite like, “I’m wearing it myself.”
Vouchers can also become a problem between co-workers. Be sure that you have a clear understanding of voucher use and be sure you have the OK to use one. Any store with more than two employees better have a policy in place.
If you personally get a voucher and use it for yourself don’t forget to call your CSR and/or your local sales rep and say, “Thank you.”