last word
Getting Satisfaction
Karlen McLean, ABOC, NCLC
EB's lens feature this month is on new niches. As I put that story together, I reflected on some “old niches” that popped up during my South Florida dispensing career. They illustrate that there are always unique individuals and equally unique ways to serve their eyewear needs.
Here are some of my outstanding patient challenges and the solutions that created patients—and fans.
LIFESTYLE SOLUTIONS
Chatting with a couple in their 80s after their eye exams, I found that their insurance covered one pair of eyewear within certain frame and lens parameters every year. I also discovered that the harsh South Florida sun bothered their eyes, especially when he was windsurfing and she was being a beach bunny, reading books and watching him surf.
I told them about polarized lenses, the best solution to their water/sand and driving glare problems. I took them outside to demonstrate the difference between regular tinted and polarized lenses. This show-and-tell approach impressed them, and he ordered a pair of polarized Rx eyewear in addition to his insurance-covered pair. She stuck with the insurance-only pair.
Two weeks later they were back. After hearing him rave about how wonderful the polarization was on the water and while driving, she wanted a pair, too.
Every year thereafter, the couple returned for their eye exams, their insurance-covered everyday eyewear, and their polarized pairs of eyewear. They always told me how happy they were that I'd mentioned that option to them and the positive difference it made in their lives.
Had I assumed that these 80-year-olds were couch potatoes—in addition to windsurfing, he was also an avid rollerblader—the sale never would have been made. EB
| THINKING ON YOUR FEET |
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| Some other unusual eyewear solutions include the following. ■ MAHJONG PLAYER: A woman who belonged to a mahjong club wanted to see the game better and also keep score (before computer lens availability). We made a pair of intermediate “distance” with near round segments. Her husband requested a similar setup for card playing, and word quickly spread around the condo crowd about our task-specific expertise. ■ HARNESS RACING: Located near a harness raceway, our practice saw several racers as patients. We developed Rx safety (at that time, poly was the only option) goggles to help them see better—photochromic was an option they enjoyed—and avoid eye injury and discomfort from dust and debris. Our expertise netted us a small but loyal segment clientele. ■ CHEF: A cook came in complaining about how the hot grill “melted” his plastic frames and splattered his lenses. We put him in full metal frames with multifocals, allowing him to see distance, intermediate, and near, and sold him professional cleaning fluid and lens wipes. He told his coworkers and other chefs, who all came in looking for “cook's glasses.” What unusual requests have you had and unique niches have you filled? |
| Senior editor Karlen McLean has been in the optical industry for 35 years. She has spent half of that time in the dispensary. In this monthly column, Karlen shares her own experiences, and hopes you'll share yours. Contact her via email at Karlen.McLean@WoltersKluwer. com or online at facebook.com/eyecarebusiness. |
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