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Do You Or Don't You

One Third of You Offer Same-Day Service

Many of the rest would like to offer it.

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THIS MONTH’S QUESTION: Do you or don’t you offer
 same-day service?

Yes: 32%

  • It’s an occasional “yes” if we have the lenses in stock. I’d love to do it more often but that’s not in the cards. It’s great because you don’t have to order, then call, then dispense. It’s all done in one day. — Rick Rickgauer, Vision Associates, Girard, PA
  • Very minimal same day options. It works for emergency situations.— Todd Lapointe, VIP EYES, Portland, ME
  • Unfortunately, not exams unless it is an emergency, however we provide same day service for single vision and customers enjoy it very much. — Monika Marczak OD, Eye Candy Optical Center, McMurray, PA
  • We stock Zeiss SV poly UV with DuraVision Platinum AR for in-house edging jobs. Patients love not having to wait a few days. They’re happy coming back later in the day or waiting 20 minutes while we make them. I used to work in LensCrafters way back in the day and understand the power of instant gratification. Often patients will purchase upgrades to get their glasses done the same day. — Vlad Cordero, Focus Eye Care, Hackensack, NJ
  • We offer same day service on in stock single vision jobs, which has also boosted profitability by allowing us to offer 30-minute package deals on stock lenses. — Gregory Williams, Arboretum Vision Care, Austin, TX
  • Only SV poly with/without AR. Most work out well. Thinking of expanding stock ranges. — Gail Bailey, Eye Care Clinic, Grand Rapids, MN
  • We use “same day glasses” in our SEO and get calls weekly. Also, Spring Break is huge with our same day service especially for parents that have their kids boarding in college and want to get their glasses before they go back to school. We have found this to be a pattern every year with certain families. Also, a lot of chain stores have closed their labs which makes us even more unique. — Diana Canto-Sims, La Vida Eyewear, Chicago, IL
  • We do not advertise that we can do same day service. It really wows the patient when you can deliver that quickly without sacrificing any quality. — Michelle Wright, DePoe Eye Center, Stockbridge, GA
  • In cases where patients are in a hurry it is great, however most patients are more than happy to wait for glasses that cannot be finished in an hour. — Leisa Lauer, Dr. H Michael Shack, Newport Beach, FL
  • On single vision and only if needed. We explain the differences between stock lenses and surfaced lenses; fast lenses and great lenses. — BJ Chambers, Carrera Optical, McQueeney, TX
  • Works well when someone is in a pinch. Other than that, we don’t advertise it. — Annette Prevaux, The Visionary, Allen Park, MI
  • Great for single vision. — Paul Pascarella, Pascarella Eye Care & Contact Lenses, Newtown, PA
  • It’s been a game changer for us. And it’s often a trigger to push people to buy when they are iffy. Our customers also enjoy coming into our lab to see how the edger works and a little bit of what goes into their glasses. — Travis LeFevre, Krystal Vision, Logan, UT
  • For single vision, we have lots in stock, but we don’t surface. It’s a crowd pleaser for sure! — Jennifer Leuzzi, Mill Creek Optical, Dansville, NY
  • Having the ability to edge lenses in-house has made many of our patients ecstatic! Sending a -6.00 or +4.00 out the door with new lenses the same day is a great assist to have. — William Chancellor, Eye Can See Eyewear, McDonough, GA
  • Same day emergency eyecare but not eyewear. I feel that same day eyewear makes people automatically associate it with “cheaper.” I like the convenience for people but I would not advertise it per se. — Zachary Dirks, OD, St. Peter and Belle Plaine Eyecare Centers, Saint Peter, MN
  • We only do it on a limited basis to help our clients out of difficult situations. It is very hard to maintain a full inventory of lens blanks to use. — Deborah Bosner, Northwest EyeCare Professionals, Columbus, OH
  • It works great for people who lost, or broke, their glasses. I only have single vision available same day. — Dorothy Reynolds, Optical Alternatives, Milford, CT
  • Speed kills. You simply MUST offer same day service on SV RX’s in this day and age. The world is changing quickly. People have “Amazon” delivery expectations on everything these days. Telling people to wait a week for SV glasses is a thing of the past. We can make a pair of SV glasses within 15 minutes and we do! Steve Nelson, Eye Candy Optical, Westlake, OH
  • It’s working great. Our patients get very excited when we tell them your glasses will be ready in an hour. — Bhumika Patel, Redstone Family Vision, Indian Land, SC
  • Not many takers, mainly insurance. — Jeff Hayden, Vision Care Center, Brighton, MI
  • We were the first one hour optical in Tennessee. Still going strong. — Cindy Henderson, Eyear Optical, Hixson, TN
  • It has always been great for us because we have central lab. — Kaleena Ma, MK Vision Center, Forest Hills, NY
  • We only offer it if someone is in a pinch. They’re always very grateful. — Erin, 3 for 1 Glasses, St. Catharines, ON, Canada

No: 68%

  • We customize everything. I’ve never had anything that I have purchased that was customized be given to me on the same day. Seems very unrealistic. — Selina McGee, OD, Precision Vision, Edmond, OK
  • Never. — Susan Frein, Ames Eye Care, Ankeny, IA
  • We have an edger we just aren’t using it as no one is trained. Patients don’t really complain about turnaround time when we send to the labs. — Maureen Garbis, Compass Eyecare, Oak Park, IL
  • I’m going to add it. — Richard Frankel, Atlantic Cape Eyecare, Wildwood, NJ
  • We’d like to offer same-day service, but we don’t have the equipment, space or staffing to do so. — Christine Howard, Attleboro Vision Care, Attleboro, MA
  • We don’t have the time, space, or staff. — Jenna Gilbertson, McCulley Optix Gallery, Fargo, ND
  • If we have the lenses in stock we offer same-day service. If we don’t have the lenses, there’s no way to offer it. — Frances Ann Layton, Eye Associates of South GA, Valdosta, GA
  • Nice idea for cities. Bad idea for small towns and folks who don’t play the vision insurance “game.” — Jen Heller, Pend Oreille Vision Care, Sandpoint, ID
  • I have a fabulous lab in Cherry Optical! — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • I couldn’t offer the same quality! — Dave Schultz, OD, Urban Optics, San Luis Obispo, CA
  • We have same day but we don’t offer it since we don’t have a lab tech. — Caitlin Wicka, San Juan Eye Center, Montrose, CO
  • We don’t advertise it, but we do offer it in emergencies, i.e. patients losing or breaking glasses, etc. — Angel Miller, Cynthiana Vision Center, Cynthiana, KY
  • We do not have an onsite lab. Quality takes time. — Bob McBeath, Edina Eye, Edina, MN
  • We promise to spend MORE than one hour on your glasses. — Dave Goodrich, Goodrich Optical, Lansing, MI
  • I would like to offer same-day service. It’s something that I will consider in the future, but right now my customers have no issue waiting a couple of days. — Mitchell Kaufman, Marine Park Family Vision, Brooklyn, NY
  • With so many vision plans, I feel the ROI would take years to recoup! — Mark Perry, OD, Vision Health Institute, Orlando, FL
  • Would like to, don’t have the staff for it right now. — Cynthia Sayers, OD, EyeShop Optical Center, Lewis Center, OH
  • We have, in the past, housed a lens inventory but in the end we’re left with a bunch of lenses that were never used. Stock lenses can be overnight if an urgent pair is needed. — Jocelyn Mylott, D’Ambrosio Eye Care, Lancaster, MA
  • Would not be opposed to it. — Stephanie Crowley, Sie Eyecare, Charlotte, NC
  • Waiting to years end to see if it makes financial sense. — Sherry Berry, Eye Against Eye & Ardmore Eye Care, Ardmore, PA
  • We take walk-ins for exams and keep contact lenses in stock for same day pick up. — Marc Ullman, OD, Academy Vision, Pine Beach, NJ
  • It’s a plus if you can, but I wouldn’t promise it. — Rigo Lopez, Gilman & Vorster Optometry, Indio, CA

What’s the Brain Squad?

If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

Since launching in 2014, INVISION has won 23 international journalism awards for its publication and website. Contact INVISION's editors at editor@invisionmag.com.

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Do You Or Don't You

While the Majority of You Do Not Conduct Working Interviews, Those of You That Do Ensure a Cultural Fit

And many who don’t, haven’t because they are one man shows of boast impressively long staff tenures.

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Yes: 35%

  • We have them answer phones, interact with patients and staff. We like to get a feel of their personality and make sure that they mesh well with the rest of our team. — Amy Pelak, Proview Eyecare Optometry, Corona, CA
  • It varies; for the most part we want to determine interest and whether or not the candidate feels they can perform the job. Math tests can be important dependent on position as well. — Pam Peters, Midwest Eye, Downers Grove, IL
  • We have them read a script in Spanish because being bilingual in Spanish/English is required in our practice. — Diana Canto-Sims, Buena Vista Optical, Chicago, IL
  • Answering a phone properly, greeting a patient properly, computer software capability, auto lensometry, auto refraction, topography, history taking, and handwriting are all part of the first days of the interviewing process. Our staff has stayed with us 20-30 years. — Robert M Easton, Jr., OD, FAAO, Oakland Park, FL
  • I’m not looking at the task so much as we are looking at how they interact with the team. — Selina McGee, OD, Precision Vision, Edmond, OK
  • I allow the candidate to shadow a seasoned employee for an hour or so while watching for the way they interact with patients when they walk through the door. Someone who really wants to be with us and has a love for the industry will be easily realized! — William Chancellor, Eye Can See Eyewear, McDonough, GA
  • First and foremost, math testing including a written test, and can they make change without batteries. As well as verbal skills, demeanor, and decorum. — Dave Goodrich, Goodrich Optical, Lansing, MI
  • Candidates shadow the position for a half day. We are looking for a personality that fits our tight team, and someone who asks thoughtful questions and isn’t afraid to jump in if a patient asks them a question, even if it’s to say, I’m not sure! — Caitlin Bruno, Binyon Vision Center, Bellingham, WA
  • We ask them to perform simple tasks that relate to what job they will be doing. We’re more interested in judging their personalities though. Skills can be taught and refined. Personality can’t be fixed. — Barbara Bloom, OD, Weber Vision Care, Harrisburg, PA
  • Service. — Chris Mark, OptiMark, Des Moines, WA
  • The candidate shadows for the day. During this time, we have the candidate assist in the dispensary and the lab. This is a great way to see how the candidate interacts with patients and other employees. — Doreen Erbe, Snyder Eye Group, Ship Bottom, NJ
  • We ask potential candidate to shadow the position they may be hired to fill to make sure the work actually meets the expectation of the job they think they are applying for. — Deb Jaeger, Eye Center of the Dakotas, Bismarck, ND
  • Work with a potential customer, review frame lines. Personality, professionalism, optical skills. — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • Perform lensometry, frame adjustments, watch patient interactions and communication. Making sure that they are a right fit for our office culture. — Mark Perry, OD, Vision Health Institute, Orlando, FL
  • Phones, dispensing, pre-testing. — Judith Whitelaw, Dr. Gregory Char, OD, Orange, OR
  • Ability to communicate with clients clearly and possess great listening skills. — Kate Giroux, MacPherson Opticians, Arlington, VA
  • We want potential new staff members to be immersed in our culture before we bring them on board. It’s so important that someone understands what you do as a brand before you invite them to be on the front lines. — Harris Decker, Eye Designs of Westchester, Scarsdale, NY
  • Kind of a working interview … we do a three month trial. At the end of the three months, if things are working out we hire them. — Tom Brillante, OD, Decatur Eye Care, Decatur, GA
  • We feel like we are an office family, so I want to get my entire staff involved. Just spending time with each of my staff helps ensure it’s a good hire. — Kenneth D Boltz, OD, LLC, Dublin, OH
  • We are trying to assess their personalities and if they fit in with our couture. And since most opticians are unlicensed we need to see if they are as qualified as they claim. — Bart Parker, OD, Vision Source-Fox Optical, Lake Worth, FL
  • Seg heights, PD, fitting glasses, watching the interaction and personality of the interviewee and how they mesh with everyone; pre-testing ability if that is what they are being hired for. — Stephanie Crowley, Sie Eyecare, Charlotte, NC
  • I ask them to do the job I am hiring for. I am looking to see how they work with the team and how they interact with clients. — Adam Ramsey, OD, Socialite Vision, Palm Beach Gardens, FL

No: 65%

  • It’s often difficult to make a working interview happen logistically when the person is still otherwise employed. We tend to interview at least twice when we are hiring and it usually gives us a pretty good read on a person. — Katie Gillenwalters, Clifton Park Eye Care Associates, Halfmoon NY
  • If it’s a seasoned optician their resume speaks for themselves. I wouldn’t doubt their abilities. A less experience optician, I would ask questions. Who is Roy G Biv? If they don’t know, they failed. — Rigo Lopez, Gilman&Vorster Optometry, Indio, Ca
  • This business is a one-woman operation we do no interviewing. — Julie Uram, Optical Oasis, Jupiter, FL
  • We don’t do working interviews, but we do phone interviews first of all. I’ve been able to weed out candidates based on poor phone skills or poor time management skills, like not answering the phone for a scheduled and confirmed phone interview. — Jenna Gilbertson, McCulley Optix Gallery, Fargo, ND
  • They have to “sell” me something in the interview. — Amy Kraemer, Optometric Eye Care Centers, Maplewood, MN
  • We make the candidates go through a couple different interviews and research all their references and past history so by the time we’re ready to make an offer, we have a really good idea of what we’re getting. — Josh Bladh, Dr. Bladh OD, Diamond Bar, CA
  • We find ourselves hiring people with more retail experience because it’s hard to find people with optical experience that haven’t been sucked into the Essilor/Luxottica state of mind. So new employees tend to not know how to help in a working interview unless they have some experience in the eyecare industry. — Travis LeFevre, Krystal Vision, Logan, UT
  • We’re very fortunate that 3 out of our 4 employees have been with us since we started nearly 10 years ago, and our newest employee has been with us for 5 years. We simply haven’t had to perform many interviews. — Christine Howard, Attleboro Vision Care, Attleboro, MA
  • Must have Optician license and prior experience. — Texas L. Smith, Dr. Texas L. Smith & Associates, Citrus Heights, CA
  • I have no employees but if needed to hire, here would definitely be a trial period so we could see if we were compatible to work together, have the same work ethic, treat customers respectfully, have the right optical skills, and are as meticulous as I am. — Jennifer Leuzzi, Mill Creek Optical, Dansville, NY
  • I haven’t had to hire anyone yet. It’s an interesting concept though. — Frances Ann Layton, Eye Associates of South Georgia, Valdosta, GA
  • We are incredibly fortunate in that our state Department of Labor offices allow local employers to send in a pool of preselected candidates for free skills testing. They administer the tests and then email the results straight to us. We use their Basic Skills test to screen applicants for personal strengths (math, filing, spelling) and for speed at processing. It is an incredible vetting tool — in part because 50 percent of our selected applicants never show the ability or motivation to go take the test. If someone can’t take an hour of their time to complete something that simple, then we don’t want them running more complex systems at our office! — Jen Heller, Pend Oreille Vision Care, Sandpoint, ID
  • It has been too hard to coordinate with our busy schedule. Likely should but no longer do. Occasionally we will have the candidate merely job shadow. — Zachary Dirks, OD, St. Peter and Belle Plaine Eyecare Centers, Saint Peter, MN
  • I see little value in it. Most mechanical pieces of what we do can be learned. The ability to listen and interact with people successfully can be determined face to face. — Bob McBeath, Edina Eye, Edina, MN
  • We are a licensed state, so candidates are at times already familiar and they normally have the needed skills because of their license. — Jocelyn Mylott, D’Ambrosio Eye Care, Inc., Lancaster, MA

What’s the Brain Squad?

If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

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Do You Or Don't You

Slightly More than Half of You Ask for Patient Reviews Regularly

The rest of you are missing out on a valuable marketing opportunity.

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Yes: 53%

  • Every patient that has a scheduled exam receives a survey via text or email. We love feedback! — Renee Berry, Nappanee Family, Nappanee, IN
  • We send a survey to all of our patients via solution reach after each appointment and they are asked to review us as well. — Larah Alami, OD, Hudson River Eye Care, Tarrytown and White Plains, NY
  • We ask through Prime Nexus. — Vivienne Velasco, OD, iFocus Vision Center, Las Vegas, NV
  • We send a text via Weave two hours after their appointment. “Hello, thank you for choosing The Eye Center. It’s our priority to continue providing top-notch service to customers like you. Please leave us a review on google or our Facebook page by clicking the links below. It will only take a minute, but it will make a huge difference to our practice. Thank you!” — Jessika E. Arena, The Eye Center, Asheville, NC
  • I ask in the exam room with a simple, “Has everyone been nice to you today?” or “How has your experience been start to finish?” My words to the patients are “We can think we’re doing everything at our best, but unless we ask, and you let us know (good or bad) we cannot assume.” — Blake Hutto, OD, Family Vision Care, Alma, GA
  • Patients are sent a request for a review survey via e-mail at the end of the day. — Kathy Maren, Combs Eyecare & Eyewear, Western Springs, IL
  • If a patient seems especially happy in our office, we ask them to feel free to review us online. — Angie Patteson, OD, Sunset Eye Care, Johnson City, TN
  • “If you love us, let the world know!” — Annette Prevaux, The Visionary Inc., Allen Park, MI
  • They receive an email about their experience after they leave. — Nytarsha Thomas, OD, Visionelle Eyecare, Zionsville, IN
  • We have a sign Google sent us that we display in check out. When they are checking out, we ask them: “How was your experience today at Buena Vista Optical?” If they sound excited and happy, we point to our Google sign and say: “We would be so grateful if you shared your wonderful experience with us on Google. it takes a few seconds and we would be eternally grateful for your feedback.” — Diana Sims, Buena Vista Optical, Chicago, IL
  • We ask them at dispense. They are usually pretty open to the idea. — Vicki Thompson, Grandville Optical, Grandville, MI
  • All patients are sent recalls, appointment reminders and reviews through Web Systems. — Dave Schultz, OD, Urban Optics, San Luis Obispo, CA
  • We have an app called Wombly and also internal incentive program for our employees. — Kaleena Ma, MK Vision Center, Forest Hills, NY
  • We recently posted a small sign because the staff doesn’t like asking for reviews but I do urge the staff to ask our very positive patients for a review on occasion. — Marc Ullman, OD, Academy Vision, Pine Beach, NJ
  • We send an email. Looking forward to some new ideas! — Jenna Gilbertson, McCulley Optix Gallery, Fargo, ND
  • It’s built into our Weave so that it asks for Google reviews to help boost our SEO. — Selina McGee, OD, Precision Vision, Edmond, OK
  • When they have found us through a review site, then I well ask them to review us on that site if we did a good job of taking care of their needs. Mark Perry, OD, Vision Health Institute, Orlando, FL
  • We offer $10 credit to their account per family/household for a Google review. — Caitlin Wicka, San Juan Eye Center, Montrose, CO
  • If they are happy I ask them to leave a Google review. Yelp is a joke, we have over 60 reviews and they only recommend 13-14. — Amy Pelak, Proview Eyecare Optometry, Corona, CA
  • Online, Social media. — Bryan Hartgrave, Vision Solutions, Lamar, MO
  • We have a sign in our lobby asking them to review us. — David Weber, The Eye Zone, Dallas, TX
  • We send an email from Solution Reach. — Angel Miller, Cynthiana Vision Center, Cynthiana, KY
  • I ask patients how they found us and to write a review where they read reviews about us. — Adam Ramsey, OD, Iconic Eye Care, Palm Beach Gardens, FL
  • Through an automated follow up email thanking them for coming in and then option to review. — Cynthia Sayers, OD, EyeShop Optical Center, Lewis Center, OH
  • DemandForce follow-up after a visit or purchase. — Deb Jaeger, Eye Center of the Dakotas, Bismarck, ND
  • Our patient communication system automatically sends a “thank you for your visit” message and then invites patients to answer a brief survey and review our business. — Christine Howard, Attleboro Vision Care, Attleboro, MA
  • We use Weave, which sends automatic messages to patients after visits to review us. — Bhumika Patel, OD, Redstone Family Vision, Indian Land, SC
  • Surveys are text or email a day after their exam. — Jeff Grosekemper, Casa De Oro Eyecare, Spring Valley, CA
  • When a patient is enthusiastic about the eyecare we provided, we tell them to feel free to 5 Star our office on Yelp. — Texas L. Smith, OD, Dr. Texas L. Smith & Associates, Citrus Heights, CA
  • We send follow-up texts or emails with a survey and a link to review the office. — Melissa Creath, AAFEC, Lothian, MD
  • We have patients sign in on an iPad, they include their email and cell and are messaged after their appointment for feedback, if they supply, they are asked if they would like to add online. — Pam Peters, Midwest Eye, Downers Grove, IL
  • Just starting to ask people for Google reviews. I’m trying to ask from the chair so I can gauge who has had a good experience. Then we text them the link to our Google review page. — Tom Brillante, OD, Decatur Eye Care, Decatur, GA
  • If I get a comment on our staff customer service or someone who’s learned something from there visit that they have never been told before I ask them to please provide feedback on our social media as well as Google reviews. — William Chancellor, Eye Can See Eyewear, McDonough, GA
  • BirdEye Review invitation. — Richard Kemerling, Margolis Vision, Castle Rock, CO
  • At the end of every visit, we ask if the patient was pleased with their experience. Then, we ask if they would provide a review and text them a link. — Amina Ebrahim, OD, D Vision Eyecare, Allen, TX
  • We most often ask after doing a repair at no charge or after a follow up adjustment. Many patients will say “What do I owe you?” and we will typically respond, nothing at all but if you find the time to leave us a review on Google or Facebook, we would love that! — Travis LeFevre, Krystal Vision, Logan, UT
  • Just ask when the patient is at a wow moment, or when they complement something, then send them a link right then. — Elizabeth Atkinson, Atkinson Eye Care, Algonquin, IL
  • We use 4PatientCare to evaluate their experience, and those who rate us well are prompted to review us on Google. — Andrew Romeril, Torrey Highlands Optometry, San Diego, CA
  • We DO ask customers for reviews. It is a numbers game. You simply must ask. Happy customers do not write reviews. Everyone uses reviews but few write them, you must ask and it must be sincere. — Steve Nelson, Eye Candy Optical, Westlake, OH
  • Automated by SolutionReach. — Jeffrey Safarik, OD, Newport Mesa Optometry, Costa Mesa, CA
  • Automated system send review requests. — Kevin Count, Prentice Lab, Glenview, IL
  • We highlight a line at the bottom of our receipts that asks people to review us on Google. We also will ask clients that came to us from finding us via Yelp or Google if they’re interested in being the next great review. Just a little push in the right direction. — Harris Decker, Eye Designs of Westchester, Scarsdale, NY
  • If you had a great experience please refer friends and give us a Yelp! — Paul Super, The Eyesite Optometric, Los Angeles, CA
  • We send them a survey a day after their visit. — Deanna Phillips, Clemmons Family Eye Care, Clemmons, NC
  • 4PatientCare emails patients a very brief survey after they have a service or make a purchase. If the patient rates us very high, 4PC invites them to leave a Google review. We’ve received 180 4 or 5 star reviews in the past 12 months. — Barbara Bloom, OD, Weber Vision Care, Harrisburg, PA
  • If a patient mentions that they love our office, we ask them to review our business. — Angie Patteson, OD, Sunset Eye Care, PC, Johnson City, TN
  • Post exam text. — Bethany Cassar, Complete Eye Health, Holland, MI
  • Anyone looking for a new doctor or optical shop will first look to reviews. That is the new norm. Good reviews are awesome, but even bad ones can be a learning experience. — Frances Ann Layton, Eye Associates of South Georgia, Valdosta, GA
  • Emails are send and if a patient responds the info is shared with the whole staff. — Stacey Nutting, The Eye Doctors at CNY Eye Care, East Syracuse, NY

No: 47%

  • Most of our patients are not frequent Internet users. — Annie Thompson, Lawrence Eye Care Optical, Lawrence, KS
  • We do occasionally. Right now, we are focusing on Lasik success stories. — Jocelyn Mylott, D’Ambrosio Eyecare, Lancaster, MA
  • It puts people off. — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • Occasionally, we fall short on this area. We do need to do more of this. When our patients are happy we should always ask to let others know. — Becki Martin, Harrington Vision Center II, Florence, SC
  • I want the customers to do a review if they feel they want to on their own I don’t want to pressure them. — Julie Uram, Optical Oasis, Jupiter, FL
  • Presently having issues with inaccurate directory listings for the practice. — Leisa Lauer, Dr. H Michael Shack, Newport Beach, FL
  • I really ought to start. There’s nothing like a good review to make you feel good about what we do each day. — Mitchell Kaufman, Marine Park Family Vision, Brooklyn, NY
  • We should, but we just haven’t gotten into the habit of asking. It’s on ‘the list…’ along with a hundred other things we’re trying to implement. — Katie Root, Latham Family Vision, Latham, NY
  • Because I can’t get anyone to ask. Need to find a reward system. — Dave Goodrich, Goodrich Optical, Lansing, MI
  • I get reviews on Google and Facebook all the time. When a customer walks in and says, “Hey they were just talking about your shop at the bank…” I know I don’t need to beg for reviews. — Jennifer Leuzzi, Mill Creek Optical, Dansville, NY
  • We do, but it’s sporadic at best. It consists of someone on staff remembering to verbally ask a happy patient to “remember to leave us a review online!” And they usually don’t. Overall, we like that our online reviews are a little thinner, because they don’t look fake. Not like when folks try to “mill out” reviews through one of those follow-up systems (that basically spam people). — Jen Heller, Pend Oreille Vision Care, Sandpoint, ID
  • Don’t want to put them on the spot. — Bob McBeath, Edina Eye, Edina, MN
  • We don’t and I am not sure why. — Betty Aretz, The Eyecare Boutique, Wexford, PA
  • We aren’t quite to the technological age yet. — Stephanie Crowley, Sie Eyecare, Charlotte, NC

What’s the Brain Squad?

If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

Continue Reading

Do You Or Don't You

The Majority of You Still Have a Physical Fax Machine

As with the beeper, the medical industry seems to be a stalwart holdout for this old school piece of equipment.

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Yes: 85%

  • Lab status updates. RX from doctors’ offices, offers for cheap vacations, and bargain roofing! — Mickey Bradley, Patrick Optical, Fort Worth, TX
  • I wish I could use an emoji to express my own embarrassment on still using a dinosaur but I hate the thought of looking for something new even more! — Monika Marczak, OD, Eye Candy Optical Center, Pittsburgh, PA
  • We use HIPAA compliant email as much as we can. — Heather Harrington, Elevated Eyecare, Denver, CO
  • Everyone wants to fax or be faxed, especially the folks in the optical biz. What the fax is happening? — Billy Isgett, Eyecare of Florence, Florence, SC
  • Reports to MDs. — Susie Phillips, Dr. Brendon Johnson, O.D., Pekin, IL
  • Simple transfers for other locations that do not use scan capabilities. — Leisa Lauer, Westcliff Optometry, Newport Beach, CA
  • Old school, will be changing over to internet faxing soon. — Mark Perry, OD, Vision Health Institute, Orlando, FL
  • Until tomorrow, new VOIP phones are being installed! — Kristina Swartz, The Eye Site, Mishawaka, IN
  • We use a fax machine combo printer in one office, and SR Fax in another office. Cheaper to use the fax machine and you don’t have to set up anything new! — Larah Alami, OD, Hudson River Eye Care, Tarrytown and White Plains, NY
  • Our doc and staff is a little old school, we still haven’t changed to EHR (much to my millennial dismay). — Josh Bladh, Dr. Bladh OD, Diamond Bar, CA
  • We have a lot of business with state agencies, and they tend to send faxes more than anything. Maybe we haven’t given them another option … hmm … — Jim Williams, Eye to Eye Optometry, Mexico, MO
  • The office had one when the doc bought it six years ago. Other than that … I don’t have a clue. — Rick Rickgauer, Vision Associates, Girard, PA
  • Other offices fax us reports, Rxs, referrals, etc. — Jill Schnurer, Village Eyecare, Clarkston, MI
  • So many doctors in my area only send over Rxs via fax! — Siobhan Burns, The Eyeglass Lass, New London, CT
  • Many doctors’ offices still fax or ask for faxes of patient records as it is HIPAA compliant. 1-800Contacts still send faxed verification. Insurances still fax over authorization and EOBs. — Nytarsha Thomas, Visionelle Eyecare, Zionsville, IN
  • I don’t trust HIPAA compliance of emails, fax is easier to use. — Rick Pascucci, Towpath Vision Care, Clinton, NY
  • I have no idea why we still have a fax. — Amy Pelak, Proview Eyecare Optometry, Corona, CA
  • Some doctors offices and vendors still want faxes sent instead of emails. — Doreen Erbe, Snyder Eye Group, Ship Bottom, NJ
  • It’s only used for other opticals to fax prescriptions over. We have a handful of local opticals that refuse to email an Rx. — Travis LeFevre, Krystal Vision, Logan, UT
  • We use email/text for the vast majority of our communications but there are a small percentage of people that still prefer fax. — Tom Brillante, OD, Decatur Eye Care, Decatur, GA
  • Some insurance companies will not email, just fax. Unbelievably, some offices still insist on a records release signed and faxed before releasing a prescription. — Annette Prevaux, The Visionary, Allen Park, MI
  • Because some things still can’t be sent through email. — Frances Ann Layton, Eye Associates of South Georgia, Valdosta, GA
  • Are you kidding me? Easy to use, HIPAA complaint, and never hackable. Plus, all the other doctors’ offices in our town use them. We get a bazillion faxes per day, and send about an equal amount. Probably our biggest consumption of paper at this point — but we make sure all our paper gets double-sided use. — Jen Heller, Pend Oreille Vision Care, Sandpoint, ID
  • We receive faxes from the labs letting us know where are jobs are sitting. Have to fax the lab whenever they screw up and charge me for a REDO. I know scanning and email would be better but, hey, talk to the other guys about that, it’s what they prefer. — Jeff Grosekemper, Casa De Oro Eyecare, Spring Valley, CA
  • We still use one as a backup for lab orders that can’t be in put online for various reasons (Usually safety). And our doc likes to send referral letters that way. We also receive Rx verifications as well as prescriptions from other opticals on it. — Nikki Griffin, EyeStyles Optical and Boutique, Oakdale, MN
  • Because I don’t know what else to use instead! And with OMD’s in the area still using paper charts (pretty sure that is even worse) we would never get records! — Jenna Gilbertson, McCulley Optix Gallery, Fargo, ND
  • Part of our copier and still use it to fax in safety orders for local businesses. — Susan Frein, Ames Eye Care, Ankeny, IA
  • It’s right next to my abacus and slide rule! — Dave Schultz, OD, Urban Optics, San Luis Obispo, CA
  • Still easier to send things out that aren’t in files on a computer. — Fred Sirotkin, OD, Eagle Eye Care, Columbia, MD
  • We still use one as we found e-fax did not work well for many of the places we had to fax to. It also was more work/time with our work flow then the traditional fax. — Zachary Dirks, OD, St. Peter and Belle Plaine Eyecare Centers, Saint Peter, MN
  • We have several doctors that we correspond with that do not have secure email and require faxed info. — Pam Peters, Midwest Eye, Downers Grove, IL
  • We fax and scan. Whichever is handy at the time. — Texas L. Smith, OD, Dr. Texas L. Smith & Associates, Citrus Heights, CA
  • I ask the same question: Good Lord, why? — Preet Kaur, Gary Tracy Optometry & Eyewear, New York, NY
  • Because a lot of offices send us faxes? — Cynthia Sayers, OD, EyeShop Optical Center, Lewis Center, OH
  • We still get lab reports and fax Rxs to other optical stores. We mainly e-mail. — Bob McBeath, Edina Eye, Edina, MN
  • Some doctor offices still use it to send us current customer Rxs even though we give them the option of emailing it. — Paula Hornbeck, Eye Candy & Eye Candy Kids, Delafield, WI
  • We email, a lot. — Heather Harrington, Elevated Eyecare, Denver, CO
  • We send and receive dozens of faxes every day. For me it’s the norm, and I think that might be the case for a large portion of the medical community as a whole. I think part of it is because old habits die hard and faxing has such a large user base and also because of the belief that it’s harder to hack a fax. — Christine Howard, Attleboro Vision Care, Attleboro, MA
  • Some doctors we work with still use them! — Angel Miller, Cynthiana Vision Center, Cynthiana, KY
  • We use a fax machine because it is one of the few methods some of our customers can use to get their prescriptions to us. — Pablo E Mercado, LensCrafter, Alpharetta, GA
  • Looking for another way! — Bridgett Fredrickson, Whelan Eye Care, Bemidji, MN
  • Um….what other options are there. We DO have a virtual fax, which I have no idea how works (secretary does). That’s 21st century, right? — Jennifer Leuzzi. Mill Creek Optical, Dansville, NY
  • When doctor’s fax Rx to us. We don’t have an eye doc on staff so clients have to bring in their prescription. — Margot Lanham, Ulla Eyewear, Madison, WI
  • It works!?! — Amina Ebrahim, OD, D Vision Eyecare, Allen, TX
  • It works! Less time than mailing. — BJ Chambers, Carrera Optical, McQueeney, TX
  • No doctor in my office so when I call other places for an Rx, they will only fax. — Bob Schmittou. New Eyes Optical, Wyandotte, MI
  • Some of us old people still communicate the cave man way. — Scott Keating, OD, Vision Trends, Dover, OH
  • Doctor’s offices still use it so we still use it. — Cindy Henderson, Eyear Optical, Hixson, TN
  • Many of our tertiary care providers still send reports back to us via fax. — Quick and easy! Kenneth D Boltz, OD, Dublin, OH
  • Old fashion but immediate response and no typing! I’m 73 have 7 places and it’s worked for 40+ years. — Alexander Saper, Great Glasses, Houston, TX
  • We still fax reports to other doctor’s offices. — Kimberly Riggs OD, Ligonier, PA
  • You don’t really want to know! — Stephanie Crowley, Sie Eyecare, Charlotte, NC
  • I don’t think my office knows what an eFax is. — Jade Kowalick, Ryczek Eye, St. Petersburg, FL

No: 15%

  • I recently switched to electronic fax and direct messaging. I’m SO glad I did! The system I use is called Kno2. — Angela Patteson, Sunset Eye Care, Johnson City, TN
  • Emails are much quicker. — Will Taylor, Eye 2 Eye Contact, Northville, MI
  • Email! — Leah Johnson, Central Texas Eye Center, San Marcos, TX
  • Computer. — Martha Davenport, Safe Vision, Wheatfield, IN
  • eFax. — Bart Parker, OD, Vision Source-Fox Optical, Lake Worth, FL
  • Papers are scanned and faxed via computer. — Pauline Buck, OD, Behavioral and Developmental Optometrists, Miami, FL
  • Computer based fax. — Judith Whitelaw, Dr. Gregory Char, OD, Orange, OR
  • Well sort of. We fax using this thing called the internet. Faxes come through our email and we use our fax machine once in a while to make an old-school copy. — Harris Decker, Eye Designs of Westchester, Scarsdale, NY
  • We use an internet based provider. — Steve Geis, Metro Eye, Milwaukee, WI
  • We have a tool through our customized software that allows us to fax, email and text right through are program. — Steve Nelson, Eye Candy Optical, Westlake, OH
  • We use Office@Hand to provide facsimile requirements of HIPPA. This way all of our staff can send and receive faxes from their computer. — Deborah Bosner, Northwest EyeCare Professionals, Columbus, OH
  • EFax. — Megan Lott, OD, Lexington Eye Care, Lexington, MS
  • EFax. — Richard Frankel, Atlantic Cape Eyecare, Wildwood, NJ
  • SFax. — Adam Ramsey, OD, Iconic Eye Care, Palm Beach Gardens, FL

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