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Living the Dream

Falls City Eye Care offers cutting-edge patient care and a one-of-a-kind optical shopping experience — served up in a stunning, century-old Kentucky home.

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Falls City Eye Care, Louisville, KY

OWNER: Michael C. Martorana, OD; LOCATION: Louisville, KY; URL: fallscityeyecare.com; FOUNDED: 2016; AREA: 4,000 square feet; EMPLOYEES:  2 full-time, 1 part-time; BUILDOUT COST: Over $2 million; ARCHITECT AND DESIGN FIRMS: Tom Kargl – DKN Architects, Theresa Martorana – TIM Interiors; TOP BRANDS: STATE, Kate Spade, TOMS, Europa, Tom Ford; FACEBOOK: /fallscity; YELP: /falls-city-eye-care-louisville ; INSTAGRAM: /fallscity


THERESA MARTORANA STILL DOESN’T quite seem to believe it. “It has been amazing to watch this dream come to life so fast.” That dream is Falls City Eye Care, which opened in Louisville, KY, in December 2016, but began as an idea that came to her husband, Michael C. Martorana, OD, while still in optometry school. Feeling the profession sometimes missed the mark when it came to creating an authentic experience, he wanted to create an environment in which fresh ideas were given a fair shot.

He got a head start by having the good sense to marry an interior designer. Theresa wanted to create an optical that reflected his vision, one that was tailored yet approachable. 

When the Martoranas were looking for a location, it soon became obvious that a shop started from scratch was the only answer. The location they settled on — a pre-World War I home in Louisville’s trendy Highlands neighborhood — says a lot about how this canny young couple has gone about building their business. To many, such a site would be an architectural curiosity, or a prohibitively complex restoration project. But they saw in it the perfect site in which to marry a cutting-edge optometric practice — and it truly is cutting edge — with an optical that “gave customers a reason to spend their money.”

“We have created a hospitality feel through our deep love of this profession and this neighborhood that is authentic,” Theresa says. “And it’s authentic because we live and breathe this practice every day.”

As a designer, she believes many optometrist offices fall short in the retail side of things. “[It’s] such a tricky transition,” she says. Their goal, according to Michael, is “authentic tailored eyecare” — they want patients “to leave thinking, ‘That was the coolest eye exam and glasses shopping experience I’ve ever had.’” As rookies, Theresa says, “We had the benefit of not being set in our ways. We were able to rethink every aspect, from layout to how someone feels when they walk through our front door.”

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An unusually walkable neighborhood — well over 50 percent of Falls City’s patients get to their exam on foot -— the Highlands has a reputation for supporting local businesses. The Martoranas sensed the area would gain from more family services, including eyecare. In fact, Michael had his eye on it even before he’d finished school, checking in periodically and discovering each time that the area was still underserved by ECPs. “Through all our research we kept coming back to the Highlands,” says Theresa. The key factor, she says, is that it’s home to people who make it a priority to shop local. “It’s an area where small businesses thrive and chains tend to struggle. From the moment we opened our doors, neighboring families have walked, biked, and driven right over.”

 

 

The practice’s front yard is dominated by a 12-ft-long glasses sculpture that is, Theresa says, “our way of saying, ‘Hold up: This is something different!’” It took time to strip out a century’s worth of remodels and find the true house layout underneath. “The biggest challenge was staying true to the original space while making it function for our needs,” says Theresa, a nationally certified commercial interior designer. Adding “built-ins with inset LED lights in the optical are a great example of this,” she says. “Track lighting and display cases would have fought the home’s design, but the built-ins added to it.”

Patients are wowed by the grand staircase, restored dentil molding and the use of marble—a material Theresa chose figuring it will patina over time, eventually matching the building’s 100-year-old floors.

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Eschewing frame boards and manufacturer displays, the optical not only establishes a consistent aesthetic, but also gives customers a free hand. “Patients effortlessly try on many frames, because they are not worried about getting them to balance on frame board pegs,” she says.

The Martoranas quickly moved exclusively to lines that “share our customers’ values.” According to Theresa, “they want to know where their frames are made, how we and our lines give back, who owns these lines, and what their environmental footprint is.” She adds that while Falls City has a boutique feel they don’t want to offer just one price point. “Good design is for all,” she says. “Be that interiors or frames.”

Falls City may be young, but the Martoranas feel they’ve made progress on the goals Michael set at the outset. “And I think if you asked any of our patients they would think so too.” In what may be the ultimate test, he admits to a “warm and fuzzy” feeling when looking at the store’s online reviews, adding, “I don’t want to let it fade.”

That doesn’t seem likely. “Walking into an optical full of patients shopping gets me every time,” Theresa says. “I think: ‘Man — we are doing it!”

 

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PHOTO GALLERY (21 IMAGES)

 

Five Cool Things About Falls City Eye Care

1. DO IT FOR THE ’GRAM: People are constantly stopping by to take selfies with Falls City’s giant 12-foot spectacles created by a sculptor and welder who also works for the local school for the blind.
2. EVERYBODY DONATES: Dr. Martorana volunteers for I Care International, donating his time and travel expenses to help those in need receive eye exams in developing countries. Patients who donate their old pairs get 5 percent off a new pair of sunglasses.
3. CROWDSOURCING: Falls City has a set of criteria by which they assess all new eyewear companies and have it printed where all employees can add information. Staff weigh whether the product is U.S. made, supports local optometry offices vs. big box stores/online, champions a cause, or fills a price point they may be lacking, among other factors.
4. LATEST AND GREATEST: Having the latest tech is considered a selling point at Falls City. If you ask, Dr. Martorana will reel off a formidable inventory of gear, including a digital refraction system that allows for data sharing between instruments and the EMR.
5. SAVE THE PLANET: The optical seeks out brands like ECO by MODO (an independently owned company that uses plant-based materials in their frames) that are part of the “One for One” movement, planting a tree for every frame sold.

FINE STORY

A while back, staff at Falls City Eye Care learned from patients that recycled daily contact lens foil packs were ending up in landfills because they’re so small they get sifted out of recyclable material. So, they came up with their own recycling program. “We staple a note on every contact lens order that goes out, stating that if they save their foil packs and return them to us, we will discount their next year’s daily contact lens purchase by $20 and pledge the foil packs will make it to TerraCycle,” says Theresa.”

 

JUDGES’ COMMENTS

  • Brent Zerger: Falls City is a great example of an engaging atmosphere that balances the historical context of the house with a comfortable and enjoyable presentation of modern eyewear through thoughtful design. The glasses sculpture feels like a gift to the community and an expression of permanence.
  • Robert Bell: Their mission statement is superb: “To create authentic, tailored eye care.” Standing ovation! This place exudes charm, inside and out. It’s literally the most comfortable retail atmosphere/environment I’ve seen. Like visiting an old, dear friend. They make me want to buy my glasses in Louisville.
  • Jennifer Coppel: The interior design of this store is outstanding. I truly appreciate the love and care that created such a high-quality retail experience. The interior feels unique and high-end while maintaining a warm and inviting atmosphere. I am also impressed with the store’s commitment to charity causes.

After years covering some of the farther flung corners of the world of business journalism, Heath has more recently focused on covering the efforts of independent eyecare professionals to negotiate a fast-changing industry landscape. Contact him at heath@smartworkmedia.com.

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Cool Ideas and Clever Lighting Create the Ideal Frame-Selection Setting at This LA-Area Practice.

A host of cool touches combine to create the perfect frame-selection setting at this Los Angeles-area practice.

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Optical Connection, Studio City, CA

OWNER: Armen Kanberian; URL: optical-connection.com;FOUNDED: 2002; LAST RENOVATED: 2017; ARCHITECT AND DESIGN FIRM: VVP Designs; EMPLOYEES: 3 full-time; AREA: 1,500 square feet;BUILDOUT COST: $35,000; TOP BRANDS: Jacques Marie Mage, DITA, Sama, Barton Perreira, Thierry Lasry; FACEBOOK:facebook.com/opticalconnection; TWITTER:@opticalconnect; YELP:yelp.com/biz/optical-connection-studio-city;INSTAGRAM:@opticalconnection


WHEN ARMEN KANBERIAN SET up Optical Connection in Studio City, CA, in 2002, his aim was clear: “To give spectacle wearers more choices in a market that’s been tainted by mass-production.”

The name of the business’ home city, a well-heeled corner of Los Angeles’ San Fernando Valley, reflects its close relationship with the movie industry, which dates back to the silent era. “I always loved Studio City and I knew it was a hub for the entertainment industry,” said Kanberian. But while Optical Connection has a distinct glamour about it, he doesn’t seem that interested in showily linking his clientele to the industry. To his mind, the main quality his customers share is that they “want something special.” To oblige them, Optical Connection has created what Kanberian calls “a culture of people who love independent brands and appreciate our knowledge and unique eyewear.”

After securing a loan from relatives, Kanberian set about planning a “minimalist, modern design.” The interior is simple, smart and elegant with a blue, gray and white color scheme that is applied throughout the store and its branding, starting with the spectacles-like “OC” logo. The subdued hues allow the store’s first-class lighting effort to do the work and let the eyewear take center stage. Most of the store’s wood and paint finishes are gray, while the display shelves, showcases, desktops and furniture are neutral/white, offset by blue accent walls. According to Kanberian, “The lighting…draws the visitors’ eyes immediately into the extraordinary frame collections, making them the focal point of the store.”

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Optical Connection is set apart by a host of cool touches from the seating to the brightly lit frame trays to the selfie wall — all of which serve frame selection. Cleverly, the store’s signature hashtag, #WELLFRAMED, adorns the selfie wall. “Recently we had a client who bought a dress with glasses and came in just to take pictures with the selfie wall,” says Kanberian. It’s just one of multiple showcases designed to allow customers to view and try on eyewear. “We want our clients to feel comfortable and [that they] have our full attention,” Kanberian says.

The emphasis is on “independent,” “unique,” and “out of the mainstream” eyewear sourced from around the world (see Top Brands, p. 59) and clients get sneak peeks at trunk shows every couple of months.

More than one of our judges were struck by Optical Connection’s skilled use of social media, particularly its well-followed Instagram, which Kanberian describes as “an integral part of connecting with our clients and branding what is trending. We also connect with our clients to promote our trunk shows and events.” He has found it’s a particularly effective way of promoting lesser-known eyewear lines. “In the last few years, with independent brands our clients have appreciated the stories we post.”

Kanberian goes to special lengths to praise his team’s contribution to Optical Connection’s success (see Fine Story, at right) starting with Dr. Ruth Lipson, an OD with over 30 years’ experience who has been with the practice since day one. Her optometric services are enhanced by the store’s on-site lab, which Kanberian says improves turnaround time and responsivity to special requirements. The practice is not a provider with any insurance companies, but will help clients submit out-of-network forms.

Distilling the lessons he’s learned during more than 16 years of running the business, Kanberian attributes Optical Connection’s success to “being honest and listening to our clientele. Seeing the final product when my clients come to pick up their glasses are all the reasons why I continue to keep the business fresh.”
 

PHOTO GALLERY (15 IMAGES)


 

Five Cool Things About Optical Connection

1. PHOTO OP. Optical Connection’s selfie wall is decorated with patterned wallpaper from the U.K. and the business’s signature hashtag, #WELLFRAMED, in neon. Kanberian credits L.A.-based VVP designs for helping him realize his vision for the store.

2. REACHING OUT. For the past decade, Optical Connection has been participating in events at more than half a dozen neighborhood schools, and making donations to them. “This gives us an opportunity to get to know the community,” Kanberian says.

3. PAWSITIVITY. For the past year, Optical Connection has been selling gift items on behalf of animal-rescue charity Tails of Joy. All proceeds go to the organization.

4. CONNECTIVITY. Optical Connection’s well-tended Instagram has more than 5,000 followers. And regularly informs clients about trunk shows and other events, as well as lesser-known independent frame lines.  

5. LOOKING GOOD. The practice’s branding scheme, from its spectacles-like “OC” logo to its tote bags to the wall of its optical feature a sharp, common three-toned color scheme that work well with the store’s sophisticated lighting.
 

WHAT THE JUDGES SAID

  • The store interior is chic and designed towards a client relationship where the optician is the central conduit in the frame selection discussion. The selfie wall was a great solution to an area in the store that was serving no function. Cultivating relationships with local schools is a great way to bring Optical Connection to the attention of busy parents and demonstrate the practice’s commitment to the community. Brent Zerger, l.a.Eyeworks, Los Angeles, CA
  • The interior of this place looks great. I really like the use of the lights in both the displays and above them. Great looking seating and other small touches. The Instagram images are fantastic and make me want to stop by this place and shop. Michael Kling, OD, Invision Optometry, San Diego, CA
  • The lightbox portraits in the walls are such a unique feature, as is the neon #WELLFRAMED sign. The light-up frame trays are awesome. Great branding through gift bags. The high-end photo shoots do a lot to elevate the brand. Natalie Taylor, Artisan Eyewear, Meredith, NH

 

FINE STORY

Optical Connection owner Armen Kanberian repeatedly singles out his staff for their contribution to his business’s success. “I am so thankful to have an amazing team with knowledge and exceptional customer service. We have the best, most experienced opticians. Among them is Janine Willenberg from Australia. She wins most of our clients from the word ‘Hello’ with her bubbly self. Her experience and expertise are the best, along with her being passionate about helping our clientele see and feel great.” Another key player is Dr. Ruth Lipson, the in-house optometrist. “The newest addition is Dr. Tamar Kaloustian — their long experience brings so much to the business,” Kanberian says. The team meets for quarterly meetings and coaching by vendors in the newest products and technology, and gets to know customers at the practice’s trunk shows multiple times a year.

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High-End Optical Retail Doesn’t Have to Be Cookie-Cutter ‘Minimal’ — Here’s Proof

At Great Spectacles in Stockton, CA, Lynda Winter’s eye for quality and cozy brand of elegance make for a perfect fit.

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Great Spectacles, Stockton, CA

OWNER: Lynda Winter; URL: bakersfieldeyecare.com; OPENED: 1990 (renovated in 2015); AREA: 982 sq. ft inside, 250 sq. ft. patio; EMPLOYEES: 1 full-time, 2 part-time; TOP BRANDS: Face a Face, Chanel, Dita, Anne et Valentin, Gucci, Chrome Hearts; FACEBOOK: facebook.com/bakersfieldeyecare; INSTAGRAM: @greatspectacles


LOOKING BACK, LYNDA WINTER’S long career in eyewear has a fated quality; she was placed in her first optical job by an employment agency at age 18. “I learned to listen and problem-solve.” A professional lifetime of selecting and dispensing later, fitting and adjusting is still, in her view, the core of what she does. It’s just that now she does it in her own thriving, strikingly original optical, Great Spectacles in Stockton, CA.

In 1990, Winter opened Great Spectacles in a 650 square foot location with no visibility, relying on word of mouth — something she does to this day. Another constant has been meticulous inventory building. Winter joined C&E buying group, slowly built up her credit and didn’t shy away from expensive models. “Specific frames were ordered; I had one that was $500.” But she knew what she was doing. “I listened to the desires of each customer; slowly I secured select vendors. It was my desire to only carry quality products. Business was consistent.”

In 2002 she moved to an upscale shopping center. November 2015 marked 25 years in business. “It was time for a facelift. We moved out for several months and upgraded everything. Vaulting the ceiling exterior and interior created volume without adding to the 950-square foot footprint. Environmental LED lighting, skylights and a focal point prism fringe chandelier enhanced the space,” which was made warmer and more inviting.

In an age when high-end retail seems to default to minimal/industrial, Great Spectacles has authentic charm. Winter adds homelike and vintage touches to an elegance that is more than worthy of the fine eyewear on which she focuses. “Nothing cookie cutter here.”

The painted green, ombre-design front door suggests “a linen fabric or a vintage Japanese vase.” It opens onto a mahogany front desk with a built-in display that is changed every few months. Overhead, optical prisms gleam from the chandelier. Winter came up with the store’s structural and cabinet designs herself.

The signature patio is accessed through French doors, extending the appearance of space. A striped awning, artificial lawn and water feature create a calm, cozy, spa vibe, with outdoor mirrors allowing an assessment of your new frames in the light of day.

As for the eyewear, “At the end of the day, classic shapes and quality remain unbeatable.” Winter and staff hand-pick every frame and only buy one of each. “Every company has classics; a good designer will create a shape that makes you do a double take,” she says. When it comes to merchandising, she’s tried every angle. “Currently we display by brand, mixing men’s and women’s, sun and ophthalmic.”

Staff are loyal and valued. “I purchase lunch daily and we eat together. This is a very family-feeling practice. Continuing education is a paid benefit as well as trips to Vision Expo. Each employee has vacation, sick leave, a $300 yearly eyewear allotment and a retirement plan. Holiday bonuses are the norm.” To Tara Heredia, a 19-year veteran, “Coming to work is like coming home… customers are like family. We’re thanked daily for helping them — even as they pay their bill.” Sydney Humphrey, who handles the social media accounts, finds “working with our customers is incredibly rewarding… I feel fortunate to work in a beautiful environment.”

Winter’s sales playbook is concise: “Be honest! We are in a service business and are not salespeople. If the frame doesn’t fit or look good, tell them.”

She describes Stockton as “diverse with varying lifestyles. Our luxury product is not a fit for everyone, [but] … we have customers of many years that have built wardrobes of eyewear they can’t live without.” Business has been “consistently good.” The store only has one sale a year, beginning mid-January. “We go over styles that aren’t working, companies that do not stand behind their product and frames that are sold for less on the Internet” and discount those.

Nearly 50 years after being placed by that recruitment agency, Winter gets referrals from all over Northern California. Some of her clients have been seeking her out since the 1970s. The rewards haven’t diminished. “I loved the business at $1.35 an hour as much as I love it now.”

PHOTO GALLERY (6 IMAGES)

Five Cool Things About Great Spectacles

1. PRIVACY PLEASE. There is a private fitting room with a sliding barn door closure and large two-way mirror so things are private but not claustrophobic.
2. SIGN ON THE LINE.  All reps fill out a vendor agreement laying down what is required when returning product, and other lines they represent. “It confirms to a new account that we are serious about our business.”
3. KEEP IT CLEAN.  Printed custom 12×12” and 6×6” cleaning cloths are given to each patient when they pick up their new glasses.
4. DOCS IN THE FAM.  Lynda Winter’s son and daughter-in-law are ODs in Colorado. She considered asking them to join her practice, but thought better of it. “The three of us needed to make our own way in the industry,” she said. “I love having them available for answers.”
5. MINI MUSEUM.  Winter’s extensive vintage collection is displayed at the entrance and rotated every few months. “Hardly a day goes by without a comment on them,” she says. They also feature in “Throwback Thursdays” on the store’s Instagram account.

FINE STORY: CHINES ART INFLUENCE  

Feng Shui, the ancient Chinese art of harmonizing one’s environment, influences the layout and in-store features at Great Spectacles, starting with its green front door. “A green front door represents growth because it is the shade of green plants in nature,” explains Winter. It also means prosperity because it is the same color as U.S. currency. Importantly, the entrance is free of obstacles and a small box of coins with a red ribbon is always in the “wealth gua,” the area where the money changes hands. There is also a lucky bamboo and (we’re glad to hear) a closed restroom door.

 

WHAT THE JUDGES SAID

  • The interior makes me think I’m going to be comforted in this warm, rich space. I wouldn’t doubt if they have the aroma of freshly baked chocolate chip cookies wafting through the air. Robert Bell, The Eye Coach, San Francisco, CA
  • The exterior front potted plants extend a warm welcome letting customers know what to find on the inside while the rear outside space is a secret garden. Jack Verdon, Verdon Architects, San Francisco, CA
  • “I love the patio and the testimonials.” Jim Sepanek, Vice President of Sales and Marketing, DeRigo REM, Sun Valley, CA

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6 of the Best Out-of-the-Box Ideas Dreamed Up by Optical Retailers

2018 has been a year for creativity in the eyecare business.

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IF INDEPENDENT ECPS share a common trait, it must be creativity. Here are six of the best out-of-the-box ideas dreamed up by optical retailers we’ve come across in the past year.

A Glaring Solution

“My area is overwhelmed with opticals and the only way to be truly successful is to differentiate yourself,” says owner Kevin Kretch of Eyes on Chagrin in Woodmere, OH. One of the many ways he does this is by removing demo lenses before showing frames to customers. “99 percent of our Rx glasses have anti-glare coating and most demo lenses do not,” says Kretch. “Therefore, cosmetically, the frames look nicer with no lenses at all than the demos on the shelf.”

Conversation Pieces

At Optique’s two locations in Austin, TX, owner Dr. Courtney Rhodes prides herself on making a study of what makes for top-flight service. Since 2009 she has analyzed what her team does from start to finish to find ways to improve her customers’ eyecare experience. One very cool touch that has resulted from this is having staff choose their favorite frames and place “Staff Pick” cards by them. Aside from highlighting certain classic and newer lines, “It also helps spark a conversation between the optician and patient,” says Rhodes.

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Sweet Surprise

How many eyecare practices come with a dietary warning? “Not for the calorie conscious!” entreats David Moore OD, owner of Clear Eye Associates + Optical in Fort Worth, TX. “Our customers receive a delicious custom cookie with a personalized handwritten note delivered to their home after their visit.” And that’s AFTER they’ve scarfed down the cappuccino, chocolate and craft beer available in the store while waiting in the comfortable lounge area!

In-House Bridge-Builder

One of the most consistent messages we hear from eyecare biz owners is that B2B networking almost always translates into better service for customers. So the benefits of having a networker-in-chief should be obvious. “We promoted our receptionist to Public Relations Coordinator,” says Holly Andersen, co-owner of Uptown Eyes in Fayetteville, AR. Twice a month this staff member creates gift baskets and goes to local businesses to share the store’s mission. Focusing on local businesses has not only been a great resource for the practice, but also helped Andersen and co-owner Megan Baureis build relationships.

Next-Level Recycling

Do your patients feel a twinge of guilt as they peel open and discard another daily contact lens foil pack? Whether they do or not, how much thought have you given this? At Falls City Eye Care in Louisville, KY, owner Michael Martorana OD and his wife Theresa have thought about it plenty, especially since they learned that these foil packs are so small they often get sifted out of the process at recycling plants and end up in landfill anyway. Now, they staple a note to every contact lens order that goes out, stating that patients who save their foil packs and return them to Falls City Eye Care will get a $20 discount on their next year’s daily contact lens purchase. “We also pledge the foil packs will make it to TerraCycle, a company that makes sure plastics that typically get sifted out of a traditional recycling center are, in fact, recycled,” says Theresa.

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Upgrade, Don’t Discount

Scarsdale, NY practice Eye Designs of Westchester were looking for a way to offer patients referred by other doctors a major incentive without using a monetary discount. Their solution was to offer free upgrades to blue light-blocking lenses. “In this situation,” says office manager Harris Decker, “the patients get a more advanced lens and we get to keep the value of our frames and lenses at a premium. Doctors that refer to us like this will plan [to do so], because they can be assured their patients will not only get a high quality product, but a blue light blocker as well.” Decker says the key for ECPs is to offers a value without making their products less valuable. He advises other ECPs to think about adding something at no charge, as opposed to discounting a certain percentage. “We’ve even begun to do this with patients not referred by other doctors,” he says. “If someone is spending thousands on a new pair of glasses, we might upgrade them to blue light blocking technology instead of offering a discount.”

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