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These 14 Industry Traditions Need to Die, ECPs Say

Those free repairs and eye exams need to stop. And no, the patient isn’t always right!




AS PART OF our annual Big Survey, we asked more than 270 eyecare business owners and managers “What eyecare industry tradition needs to be retired?” The four runaway winners can be summarized as follows:

1. Vision plans

2. Opticians offering free adjustments/repairs to non-patients

3. ODs offering free exams with purchase of glasses

4. MDs performing refractions


We thought the following 11 individual responses merited attention as well:

5. “Shipping charges on back-ordered product.”

6. “Online refractions.”

7. “Face shape frame styling. Just let people be happy in what they like.”

8. “Contact lens follow ups.”

9. “Frame reps giving gifts/incentives directly to staff.”

10. “Charging for warranties (although when the competition does it we look better).”

11. “The idea that you can never tell a patient ‘no’. Stupidest advice I’ve ever heard that is still being given consistently.”

12. “ODs wearing terrible glasses!”

13. “Glass lenses.”

14. “Executive bifocals.”

The 2020 INVISION Big Survey was taken by more than 275 North American eyewear store owners or managers. Look out for the November edition of INVISION to read the full results.

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


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