Excitement was high when joint Waterside managing directors Chris Smith and Bob Forgan got on stage to collect the trophy for the best supply service from Optrafair director Malcolm Polley at the Optician Awards night held at Birmingham VOX in April.
Based in Southampton, the original laboratory used by Specsavers in the 1980s has since adapted the business to provide its lens products to a clientele of independently owned optometric practices.
Awards judges commented: ‘Waterside is an outstanding local lab. The weight of customer appraisals showed that the business offered a service that is conscientious of practitioner’s day-to-day needs. Credit is due to the success of a family business that is providing innovative products and the operation makes the future look exciting.’
Five months since the awards night MD Chris Smith says: ‘The finalists within our category were of a very high calibre. Heidelberg’s commitment to education and innovation in the area of OCT imaging technology, for the better of patients around the world, was particularly impressive. Given the strength of the others we were over the moon to win.
‘Such an accolade can only help to instil confidence in our service and provides a huge boost for all of the team. Potential partners will see that our ethos is not just words and has been lauded by the industry. We have always tried to see things from the practice’s perspective and understand the problems they face. We appreciate that what the customer wants most is hassle free service. Our team will always do their utmost to help out in grief cases. Always trying to exceed expectations is what has driven Waterside for over 40 years.’
Recent years have seen the company offer two lens ranges: Infinity and Elysium. It also introduced a range of light reactive lenses, entitled SunActive. Also available is a dispensing app for iPad and a brand of enhanced anti-reflection lenses, entitled Pureview. The company also offers an exclusive frame brand, Cool Couture.
Smith says: ‘This was the right moment to enter for the award. Our brands allow independent customers to have products that help them differentiate themselves from the competition. At Waterside we are highly motivated by innovation and ways we can streamline and make things easier for our customers. Investment in equipment has improved reliability, quality and consistency, notably two OptoTech freeform lines and robotic edging.’
Forgan adds: ‘We have invested in all the latest technology and kept up to date with all the latest production methods the important thing is that we have experienced staff who have been in the business a long time and have a thorough knowledge of manufacturing optics. Over the years the customer base has become more countrywide thanks to things like OCS (now DX), fax machines and EDI ordering but what opticians still value is that personal relationship and unbiased advice that only the independent lab can offer. This stems from Ray Smith our company’s founder and chairman, who deserves a particular mention.’
Ray Smith, now 71 years old, started Waterside in 1972. His son, Chris Smith, describes the founder as always arriving at the lab ‘just after 5.50am each morning. He spends the next 12 hours collecting deliveries and working on customers’ orders, a good number of which he has supplied for two decades.’
‘From the outset Ray has always tried to see things from the practices perspective and realizes the problems they face if orders are delayed or not right. Personal service remains the area where Waterside really excels. ’
Forgan adds: ‘The optical world was a different place when Ray Smith started the business. Optics was a profession, rather than the business it has become today. But from the very beginning Ray focused on the commercial partnership and relationship between lab and practice. Imagine our delight to hear our name revealed as the winner of Optical Supplier of the Year 2016.’
Optical supplier of the year 2016
Winner: Waterside Laboratories
Shortlisted:
Heidelberg Engineering
Prospect Health
Thea Pharmaceuticals
Vanalstynes