While almost all practices utilise the services of independent labs from time to time, an increasing number are electing to use independent labs almost exclusively as the major lens manufacturers have started to rationalise their ranges.
Using an independent lab is reported to have many benefits compared to practices tying themselves to a single major manufacturer through sales volume contracts and retro discounts for hitting agreed sales targets. Additional benefits include rapid service and the ability to speak to the knowledgeable technicians who will be doing the work.
Dispensing optician and partner in three practices in Devon, Daryl Newsome says: ‘I use Waterside Laboratories in Southampton which is genuinely independent. They provide impartial advice, competitive pricing and superb service. They are helpful to the point of hand delivering urgent jobs and give me true and honest information.
‘A massive advantage is getting a straight answer when there is a problem and not being passed from one department to another until you lose the will to live. Being able to ring the owner/manager/ boss and have a one to one conversation is a true advantage and I have never found a large corporation that can compete with that. I happily support them and hope my support helps keep them in business for many years to come.’
Like many other independent practice owners interviewed during the preparation of this article, Newsome shares concerns about consolidation in the manufacturing sector causing lack of choice and the loss of real independence. He goes on: ‘A lot of small labs have been bought out or invested in by the big guys… and while you may think you are using an independent you are actually supporting the “corporatocracy” that is taking over the world.’
Ian Jordan, of Ayr, also prefers the independent approach: ‘We use Modern Optical, Norville and Hoya. Modern we use for standard and ‘quick’ spectacles – good prices, generally good work, we can speak to and know staff. Norville we use for complex “standard” lenses – knowledgeable staff for specialist work such as cemented lenses, fresnels, range of specialist options.’
He does, however, use a mainstream lab for some of his specialist tints such as Vdex. Hoya he says ‘provide a very high standard of tinting – they are the best in UK for this specialist service’.
It has been noticeable, however, during the compilation of this article that many opticians are reluctant to be quoted on the record, balancing it would seem the need to keep taking their retro discount while using independent labs when service really matters.
The most cited reason to use an independent is choice. Practices can choose to dispense branded lenses as most labs partner with a number of major manufacturers such as Essilor or Seiko, as well as being able order most branded lenses and access products that are simply not available through branded manufacturers.
The larger independent labs such as Waterside, Lenstec (including Rawdon and Tant), Advanced Optical, Caledonian Optical, Rx Lens Direct and Norville all offer real points of differentiation in the opinions of the opticians that support them. There is considerable acknowledgement of the investment many independent labs make in freeform surfacing and vacuum coating technology.
This means they are often able to compete with larger labs not only in terms of quality, price and speed of delivery but they can also offer their customers products that patients are unlikely to be able to find in the multiples.
Since some of the larger lens companies have rationalised their ranges many independent opticians feel that moving to independent labs enables them to differentiate their businesses from the corporates and regional groups while still usually enabling them to source branded lenses for patients who do not want to change varifocal design for example.
Unique selling points include access to exclusive lens designs, materials and combinations that are only distributed through independent labs such as the Younger lens range including Camber variable base curve technology.
Independent labs offer exclusive products not available from the larger manufacturers. They also offer unique lens material and design combinations. Whether it is Trivex bifocals suitable for rimless, or unique photochromic tints, it is rare to find a combination that cannot be achieved from somewhere.
Only available through independent labs Camber blank variable base curve design
The investment in digital surfacing has meant companies like Norville have been able to not only introduce their own designs of ‘standard’ lenses such as the Ultor progressive range, but they have also been able to resurrect lenses that have been discontinued for many years for which requests have been increasing.
The Pilotor lens, a varifocal with bifocal segment at the top similar to the old Varilux Pilot is one such example, and freeform technology means a double progressive is now available to achieve a similar result.
There seems to be a belief among some opticians and optometrists that independent labs are small businesses and cannot compare to the multinationals, however, when it comes to comparing UK operations many independent labs have facilities that are equal to French, German and Japanese competition.
Another preconception is that only independent opticians use independent labs. An Asda optometrist speaks very highly of the product quality and service they receive from Lenstec that enables them to offer what she believes are probably the best value high index lenses available to optical consumers.
A manager at Boots Opticians says: ‘We use BBGR for most of our lenses, but it is really important from a customer service point of view that we can continue to use Norville for the more difficult or unusual stuff that isn’t part of the Boots brand range. Without that option I think we’d lose quite a lot of customers.’
Even Specsavers and Vision Express, who have their own factories and instore labs, admit to using independent labs from time to time, either for a prescription so rare their usual supplier is not ‘tooled up’ for it, or because they have let down a customer and need a job doing the same day.
Another reason to use independent labs is that they may offer glazed package deals on certain frames – some hold Continental Eyewear frames in stock for example. Others such as Dunelm and Jai Kudo offer packages on their own frames, as well as accepting practices’ frames for glazing. Another reason to use an independent lab is because they are accredited by high end frame companies such as Polaris and Lindberg to glaze their frames and rimless mounts.
Other opticians have developed a lens portfolio of unique products from across all manufacturers seeing this as the only way to offer real choice. One practitioner says: ‘You wouldn’t expect a doctor to limit her prescriptions to one manufacturer of drugs and I think it is the same for lenses. I want to look at the patient’s lifestyle, occupation, hobbies, frame choice and previous lenses and offer an informed choice of suitable lenses. I don’t want to just offer certain lenses because I get a kick back at the end of the year, or a nice trip abroad.’
New ABDO Board Member Saima Naroo reflects: ‘We use Norville for any job that is outside the boundaries of our normal catalogue. Having the benefit of an individual lab like Norville means we can go that extra mile for our customers and meet their needs without turning them away. Sometimes customers have already been turned away from other opticians because they couldn’t fulfil their order. Taking on these challenging jobs and fulfilling them results in grateful and loyal customers. Anything from an extremely high prescription lens order to a bespoke rimless lens shape is usually welcomed by Norville as they have the facilities and the technical expertise to satisfy these orders.’
Many opticians stick with one manufacturer for the bulk of their work typically Rodenstock, Zeiss, Hoya or Essilor (including its subsidiaries Nikon, BBGR and Shamir) and use an independent lab for specialist work. Some opticians seem to feel guilty that they use big brand labs for most of their work and yet rely on independent labs to be there when they need them, and pose the question, will they be around forever without mainstream work?
Essex locum dispensing optician Tracey Kinns says: ‘I feel that a good independent lab offers the same benefits to us, as independent practices, that we would like to think we provide our patients. This is primarily flexibility, for when the computer says “No”! They can often obtain frames and lenses from numerous larger suppliers, without us having to open and maintain so many accounts (simplifying the job for bookkeepers and accountants).
'Building good working relationships direct with glazing staff means we can use their expertise and bounce ideas off them when dealing with more complex, unusual needs. If offered, a delivery and collection service can be quicker and more reliable than posting. This can be ideal for cut, edge and fit jobs, repairs and bespoke tints/ matching half pairs – some of the things the multiples might frown at because they’re not the best money-spinners, but offer proper customer service, especially in emergencies.’
ABDO President Fiona Anderson, partner in Ythan Opticians in Ellon, Aberdeenshire, echoed this. She says: ‘I mainly remote trace everything. We do, however, use an independent lab in Edinburgh called Capital Optics. We use them for “out of range” Rx and the things that are not mainstream. What I like about it is, you lift the phone and you speak to someone who understands your needs and will go above and beyond to supply what you are asking for. As an SMC(Tech) I love these techy/geeky conversations.
'I have found working in independent practice it really helps to have a good relationship with an independent lab, as they will often go the extra mile to help their customers. They are in the same position as us – independent – and usually their USP [Unique Selling Point] is the same as ours – especially with regards to customer service & going the extra mile.’
Even practices with their own labs need their local labs says Geri Dynan, ‘We have our own glazing lab on-site, but do outsource certain jobs to United Optical Laboratories Ltd. They are the main local optical lab in Northern Ireland. The main benefit is that they have 2 deliveries/collections per day. One am and one pm Monday-Friday, which enables us to give patients same day service for urgent jobs and a fast turnaround on more complicated prescriptions.’
The central message is that all practices need to have a good relationship with an independent lab to enable them to offer a full lens range to accommodate every patient that comes through the door. This does not just apply to super high powered lenses or products that are close to being obsolete, it can mean offering something that is unique, exclusive, and in many cases better or cheaper than the mainstream competition.
Additionally many independent labs offer CET accredited lab tours or discussion workshops, as well as offering experience days to trainee dispensing opticians.
Whether a practice has its own workshop, does remote edging, or sends all its work away, independent labs should form part of the mix. Given the innovative products they are now offering, they are certainly worth another look.