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Mary Walker shares her tips for training your staff so that they are in a better position to sell for your dispensary.  Click here to read the article from Eyecare Business.

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We are honored to be named one of the Top 50 Optical Retailers by Vision Monday!  To read the full article, click here.

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The optical retailing landscape, especially for the independent ECP, is being buffeted by waves of change, as consolidation, new technology and an evolving patient mindset bring new challenges almost on a daily basis. In an effort to offset these challenges and support both the independent optometrist and ophthalmologist in today’s rough-and-tumble business environment, two optical dispensary management firms—Vision Associates and Partners in Vision—have come together as a division of Essilor of America to create a stronger entity in optical management.

Vision Associates was a company founded 25 years ago to provide expertise in both dispensary management and consulting services for busy ophthalmic practices, while Partners in Vision traces its beginning to 1999. Beginning late last year, the two firms moved to combine their resources and expertise under the Vision Associates name. (Both companies are part of Essilor as the result of previous transactions in July 2017). The firms historically have been more active in ophthalmology practices, but as a combined entity, senior executives now see a growing opportunity to manage dispensaries in the independent OD sector.

Today, Vision Associates is managing 208 locations across roughly 40 states, primarily in the Northeast region but spreading out rapidly. The combined entity reported collective dispensary sales of $68.4 million for 2018.

“In short, what we have done here is to look at these two entities and leveraged the best of both worlds to create an entity under Vision Associates that is stronger than ever,” Vision Associates president Pierre Bertrand said in a recent interview with Vision Monday. “And what we have realized is that the need that exists in ophthalmology also exists in optometry.”

To read the full article from Vision Monday, click here.

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By Mary Walker

Forty years ago, I began my dedicated career in customer service. My mission was the successful dispensing of frozen dairy goods to a demanding, often unruly public. More specifically, I scooped and served ice cream.

Back then, seamless customer service meant understanding our products, being able to accurately describe each, taking an order correctly, and delivering a high-quality, accurate cone or cup with a friendly smile, regardless of the number of impatient customers standing in line.

Since then, the only thing that has changed is the ice cream.

In the evolution of customer service, the right step might be a step backward in time. Even in our eyecare practices, the basic principles of customer service remain the same as the corner ice cream shop. Understand your product and service, be able to articulate each one, and identify and meet the needs of the customer with good-natured professionalism.

To read the rest of the article and Mary’s guidelines for how you can provide exemplary customer service to our customers, click here.

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