Changing Your Preferred Progressive: A Blueprint for Success (Part III)

By this point, you’ve assessed the performance of your current progressive lens and determined it merits a potential change. You’ve also identified the needs of your patients and staff members, as well as the technology and performance required of a progressive lens by which to stake your reputation. With all that legwork done, you’ve likely narrowed your field down to a leading contender.  
 
Now it’s time to validate that decision and replace the anxiety about the change with confidence in your selection. 

And, it’s easier than you may originally think. In fact, there are three basic measures by which you can confirm your new choice was the right choice. 

1. Wearer Trials and Testing

Wearer trials and product white papers are valuable sources of technical information.

A manufacturer who takes the time to conduct wearer trials and independent testing is obviously concerned about the quality of their product. For example, before any Unity Via Progressive Lens ever hit the market, they went through extensive studies and wearer trials to ensure the best patient and practice experience possible.
 
The study was conducted in a way that assesses how well the lenses met the individual needs of each participant.  ​There were 135 participants in two sites using multiple lens designs, evaluated by a randomized crossover design, doubly masked (double blind) to a set of pre-established decision points.

Wearer trials like this are much more valuable when the product is compared to other leading designs. Some wearer trials point out superiority across different performance categories, but when you dig a little deeper, you find the manufacturer compared the product to last year’s design. That would be like comparing a 2019 BMW 5 Series with a 2018 5 Series. One would hope that the most recent edition outperforms the previous version. Otherwise, there’s not much point releasing a new version.

Product white papers can be exceptionally helpful in determining results from testing and/or wearer trials. These are also generally easier to come by than comprehensive wearer trial or testing analyses. 

2. Testimonials and Reviews

What’s the first thing you usually do when you’re considering a purchase? If you’re like 97% of people surveyed by Experience Management gurus qualtrics.XM, you’re looking for reviews on the product you’re considering. From TVs to toothpaste, you want to feel as confident as possible before you pull the trigger on any purchase, so you seek reassurance of your decision from others who have already taken the plunge.
 
Your choice in a first-choice progressive lens should be no different.

Seek out ratings, reviews, and commentary from patients and professionals on the lens. Legitimate (and we stress legitimate) testimonials and reviews offer a level of unbiased validation that a product information sheet or web page can’t match. And don’t conclude your research based on the number of stars in the review. Dig into the reasons behind the ratings. Why did the individual give it five out of five? Or, why did they refuse to even give it a single star? Sometimes a poor review comes down to personal grievances rather than actual product performance.

Reviews from wearers and fellow eye care professionals can tell you a lot about the lens you're considering.

Don’t conclude your research based on the number of stars in the review. Dig into the reasons behind the ratings."

It’s also wise to chat with peers who might be dispensing the progressive lens you’re considering. Get their input on how easy it is to fit, whether they’ve had issues with redos or non-adapts, and what kind of feedback they’ve received from their patients.
 
After you’ve accumulated enough data about the lens you’re leaning towards, it’s time to test drive it for yourself.

3. Personal Experience

Experiencing the lenses for yourself helps evaluate them in a real-world setting.

Data is great and essential in your search, but nothing beats experiencing the product for yourself. Not only will you be better prepared to speak to the real-life performance, but you can pick up on benefits the manufacturer may have skipped over in their sales materials.
 
Request a trial pair of the lens you’re considering and put them to the test. Keep notes (mental is fine but written down or recorded on your phone is recommended) on ​how it performs in a wide variety of situations and environments.

Pay close attention to whether it overcomes complaints you’ve received from patients about your current progressive.

Nothing beats experiencing the product for yourself.  Not only will you be better prepared to speak to the real-life performance, but you can pick up on benefits the manufacturer may have skipped over in their sales materials."

​With all the homework now complete and your mind made up, it’s time to be brave and make the switch. Remember, fear of change is often the biggest obstacle on the road to success. Trust your experience, research, and gut. Now make the change.

Feeling Good After Your Decision

Ok, you’ve weighed and measured your options and are now featuring a new progressive design. Now comes the nauseating anxiety that arrives with any big purchase or change in behavior. The best way to quell that storm brewing in your belly is to get feedback from the people dispensing and wearing your new lens. 

Reach Out to the Team

Start by asking your team how the lens is performing for them. This can be done formally with an emailed survey, or informally over a cup of coffee. Just be sure to take notes for documentation if you're taking the less formal route.

​Keep in mind there’s a curve when learning anything new; fitting a progressive is no exception. The first few times may come with some bumps and bruises. But, if those pains continue over the weeks and months that follow, you’ll want to reach out to your sales rep.

A lot can be learned from a quick chat with a teammate about your new progressive lens.

Often times, a rep can assist with quick tips, tools, and techniques to solve the problem. If issues persist, it might be time to reevaluate your decision.

Reach Out to Your Patients

Surveying, or directly calling your patients, should be done after a set amount of time in a new lens. Surveying via email is more efficient if you have a large patient base. For those with the time, reaching out directly offers a personal touch that can build lasting relationships.

Surveying via email is more efficient if you have a large patient base. For those with the time, reaching out directly offers a personal touch that can build lasting relationships."

Regardless of the route you take, keep the questions to the minimum number necessary to glean the essential information. Try to focus questions on common complaints from patients around a new progressive lens. A few examples include:
​

• How is your vision since wearing your new lenses?
• How would you rate your visual comfort in these new lenses on a scale of 1—5.
• What are you enjoying most about your new lenses?
• Would you recommend these lenses to a friend or family member?

Emailing a survey to your progressive patients provides great feedback and shows them you care about their satisfaction.

And always offer an open comments section at the end of your survey or ask your patient if there’s anything else they’d like to say about their experience before concluding the call. A wealth of information and context can be obtained from a person putting their experiences in their own words.
 
People are usually happy to share their opinions, and find it encouraging that their eye care provider wants to ensure their satisfaction. Building strong relationships like this sets your practice apart and builds lifelong patients, and that contributes to the long-term success of your practice.

If you find participation hard to come by in an emailed survey, you may want to consider upping the ante by entering all participants into a raffle for a prize. ​​

In Conclusion

There is no greater impact to your personal success as an eye care professional than the quality of products in which you place your patients. Offering the best-performing products that feature the latest technology is route one to a huge collection of satisfied, repeat patients.
 
Even if complaints aren’t piling up, it’s a good idea to regularly assess the performance and capabilities of your featured progressive lenses. Good enough isn’t elite, and elite can make a big difference in the success of your practice.