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Issue link: https://opticallabproducts.epubxp.com/i/92532
OPINIONS IN THE LAB WHAT DO ECPS EXPECT FROM THEIR LABS? BY CAROL GILHAWLEY DURING my first visit to Vision Expo West in September, I took the op- portunity to attend some of the Optical Lab Division meetings. I was anxious to meet some lab people to find out their concerns. One of the breakout sessions I attended had a panel discussion about what opticians want from their labs. To summarize: They want quality products, personal customer service, a fair price, and a quick turnaround time. One participant, Michele Self, opti- cian supervisor of UAB Eye Care at The University of Alabama at Birming- ham, mentioned that her office uses computerized software for orders and "labs love it." She said she likes work- ing with independent labs because "I feel I get better customer service. I want knowledgeable customer service people on the phone." When Kirk Underwood, an optician and owner of Underwood Optical in Cortez, CO, was asked if his office uses the same lab for each job, he said: "Yes, if the lab can handle complicated jobs. We're loyal to our lab because they've been loyal to us. It's nice to have a lab take care of me the way I take care of my patients." When the panel participants were asked: "Do you get enough training from your lab?", Bob Hubsch, co-owner of Metropolitan Chicago Eyewear which has five offices in the Chi- cago suburbs and Northwest Indiana, said "we don't get much training or educational information from our labs pertaining to new products and tech- nologies." Underwood said he would like to see more technical training in progressive lenses offered by his lab's representatives. Zach McLean, an optician and man- ager of Eclectic Eyewear in Austin, TX, said he switched labs two years ago due to negligence over defects. "I want my lab to maintain consistency," he said. Congratulations to one lab that is doing things right: US Optical LLC of East Syracuse, NY. We chose it as our Lab Innovator of 2012 because of its investment in digital technology, commitment to staff training, and focus on conscientious customer service. Carol Gilhawley is Editor-in-Chief of Optical Lab Products and can be reached at cg@visioncareproducts.com. 6 november 2012 totallyoptical.com