I don't think charging a fee for adjustments/fitting/trouble-shooting is an appropriate response in these situations. This will draw negative emotions for the optometrist's office. Then eventually people will purchase their own tools for adjustments and search online for tutorials on how to adjust glasses. Charging $$ will turn a potential client/patient base away from private practices.

If anything, this would be an opportunity to showcase the ability & professionalism of the practice. It would also give insight (no pun intended) on the style preference of the wearer, creating an opportunity to show similar styles or price points that the practice has in-house.

What do you think??

It partially depends on the frames. If they bring in someone else's drill mounts- I hate doing those- or a shield sunglass, I will usually give them the "If it breaks, we are not responsible" speach, and then do it.

Many of the people who bring in outside glasses to my store to be fit don't wear prescription lenses yet- but they all will someday.... so I look at it as planting seeds (I work at a retail optical location).

Philosophically, I agree with both of you, and that is how I have conducted my business for over three decades. Maybe it's my current situation, maybe it's the economy, or maybe it is the start of a major shift in optical retail, but it feels like I am definitely seeing an increasing amount of Rx's being taken out of the office.

I am thinking about an appropriate response if this trend continues for the next 6 - 12 months. Maybe there is another response other than doing what we've always done and charging?

This brings up an interesting point that I haven't thought of before - if you were to charge for fitting, can you still maintain the "if it breaks, we are not responsible" approach? I figure, if I'm paying for services and my product is damaged during services, what happens next?

Another idea (if you decide to charge for fitting) is to bundle the fitting with some other services/products, the customer would be more likely to pay if they received more than a fitting... Just thinking out loud...

Like "the adjustment is $10, but you get a coupon for $20 off your next pair"? Or maybe a $25.00 punch card, good for five adjustments? Thinking out loud is good!

I still think the disclaimer would be a good idea, as you have no real idea or control over the level of quality of frame you are working on.

The thing that I feel most uncomfortable with is when people ask you to take their PDs so they can order online. Its not that I lack confidence in my abilities, but if the internet optical messes it up, then I'm the one that looks incompetent. Our retail location now refuses to do them, just for liabilities sake.

Do any of you offer to verify glasses bought from a deep discounter or Internet?

Yes, we will agree to verify glasses bought from a deep discounter or internet. The fact the customer is asking generally means they have some misgivings, if not outright trouble, with the glasses. During the verification process, we make note of any irregularities or obvious quality issues and point them out to the customer, not in a mean or degrading way, but with genuine concern for their vision. They get the message.

We also do not adjust eye wear that is sub par, such as drugstore sunglasses, for fear of breakage. The "we take no responsibility for breakage" comment just does not cut it when that cheap temple breaks, the customer is mad at you anyway. We simple explain that, because of the fragile nature of the product they brought to us, we will not take a chance on breaking it for them, and suggest they take it back to the place of purchase for adjustment. They get that message too. And you can still be friends.

We had a patient come in that had ordered progressive lenses over the internet. I asked how he was measured for them and the patient told me that they don't need any measurements! What happens when this patient crashes his car into an innocent person because his progressives are not fit properly???

One of my opticians took her elderly mother to a well known discount glasses vendor as expense was a huge issue. She watched as this licensed person made three errors, including a 1 diopter error in the written Rx they presented.

You do raise an interesting point - what kind of liability insurance do web vendors have? Remember all the "duty to warn" things that came out when poly became the defacto standard for glasses for children?

I'm sure your scenario will happen to someone, and if they get a smart lawyer ...

VSP Glasses are now available at Costco and on the web - how will that impact you?

For one interesting perspective, check out my blog at:

http://www.billgregoryoptician.com/2011/01/thinking-about-ordering-glass...