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By Paul C. Uslan, OD
Feb. 17, 2021
Your optical lab is one of your most important partners in serving patients and helping your practice to be more efficient and profitable. Here is how my service to patients dramatically improved when I found a new lab to work with, ABB Labs, and why this new partnership is creating a better practice for both my patients and myself.
A Business Partner You Can Depend On & Quality Work
Unlike past optical labs I have worked with, ABB Labs is in frequent contact, and ready to resolve any difficulty I encounter. I know when I have a question, it will be answered immediately by knowledgeable people, like my lab account manager, Shelby Lemasters, who visits our office regularly. My lab account advisor, David Utnick, comes from an optical family and background. As such, he is able to offer me his expertise, so I can be sure of providing the best for my patients and speedily troubleshooting any issues that arise. His knowledge of optical materials and designs far exceeds my own, allowing me to be exceptional rather than just ordinary.
I know if I ask the lab, they will do it. I know they stand behind me and always have my back. It’s so nice not to have to worry about being under-served.
Good the First Time Around, Few-to-No Remakes
ABB Labs provides fully digital lenses, not just lenses that are surfaced on digital equipment. Equally importantly, ABB Labs offers many different designs, so I can choose the best design of a progressive to completely meet, and even surpass, my patients’ expectations.
The work I have received from the lab is outstanding. I have never had to send back a job that did not meet my specifications. Their proprietary designs are the latest and finest designs on the market, assuring total patient satisfaction. Frames come back entirely straight and fully tuned. And even more impressive: turnaround time for such high-quality work is unbelievable–faster than I have ever experienced before.
Efficient & Easy to Work With
The website design for ordering or checking on outstanding jobs is streamlined and user friendly with job status displayed as it moves through the lab. This makes it easy for my staff to check on orders for patients, and to know ahead of time how soon we will be able to alert patients that their glasses are ready. This ease of use gives my staff a simple way to keep patients updated, and offers a better way to work than worrying about calling a lab repeatedly to check on the progress of orders.
Having a lab that is such a pleasure to work with has positively impacted my whole staff. We are having way more fun! Seeing such happy and astounded patients gives everyone pride in what we are doing and providing: Excellence!
Competitive Pricing
ABB Labs’ pricing is terrific, offering the highest premium products. This allows me to charge patients reasonably while still making a fair return.
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That competitive pricing is coupled with a stand-out patient experience. Every job we order, whether single vision or progressive, we take five position-of-wear measurements. Patients often respond with excitement to this experience: “No-one has ever taken that many measurements, what are they for?” We explain that during the exam, I customize the prescription to the patient’s visual requirements. With those measurements, the lab is able to further customize the prescription to how the frame fits their face, resulting in unsurpassed edge-to-edge clarity. Most patients return within the month to buy a second pair, and tell and bring friends to get their own pair of glasses from us. My optical revenue has skyrocketed thanks to such fine products, produced by a lab that offers us a great deal.
A Practice Differentiator
With ABB Labs, you no longer have to compete with others, be it big-box stores or online retailers. You can differentiate by providing an unsurpassed optical experience patients have never had before. After their first pair, even if they get another pair from someplace else, they will come back and apologize, saying they made a mistake and can’t see as well as with those glasses. As such, ABB Labs is providing patient loyalty. That’s an investment that goes well beyond any single pair of glasses, extending for the lifetime of every patient who walks through our door.
Paul C. Uslan, OD, is the owner of Paul C. Uslan Optometry in Ann Arbor, Mich. To contact him: pcuslan@gmail.com
