According to news reports that aired in most cities across America, Atlanta Braves minor league manager Luis Salazar was watching a spring training game while standing against the railing on the top step of the dugout.  A foul ball hit Salazar in the face and knocked him unconscious into the dugout. He was not protecting his eyes by wearing safety eyewear and it was a freak accident no doubt. Luckily for him, there were medics around and he was immediately airlifted to a hospital where doctors battled to help save him and his eye.  Unfortunately a few days later the baseball manager lost his eye.

The 54-year-old Salazar was hit by an errant foul ball while he was merely watching his players from a distance. He was not (in some people’s minds) even an active participant in the game standing away from the action. While a freak accident, things like this unfortunately happen in many sports. Line drives go directly back at the pitcher, soccer players get elbows in the face, basketball players get bumped and shoved, tennis players get tennis balls skimming off the net or a partner’s racquet – anything can happen. Protecting one’s vision is in my opinion something that should not be taken lightly. In a matter of seconds, accidents happen.  Wearing specially designed sports frames and polycarbonate impact resistant lenses is an easy and cost effective way to prevent and minimize eye damage from accidents in sports. Though not foolproof, they are designed to protect your eyes by dissipating the impact around and away from the eye.

Do me a favor, protect your eyes so that we don’t read about you in the media for the wrong reasons.

On a Sunday a couple of weeks ago, a contact lens wearer from out of state lost her only set of contact lenses. After struggling to look for them while not having clear vision, she found us on Google and came to our eyeglass store and asked what we could do to help. She was in a bind because she needed to drive home to Pennsylvania within a few hours.

What you may not know is that in many states in the US and in most countries, prescription eyeglasses and contact lenses cannot be dispensed without a current valid prescription. Being in New York City for the weekend, this lady did not have a copy of her prescription with her (why would she need it?) and unfortunately nor did she have spare prescription contact lenses or eyeglasses.

As much as I wanted to help her, NY City eyeglass stores, Opticians and Ophthalmologists cannot dispense without a prescription or they could lose their licenses.  Facing a daunting and desperate situation, we worked together and found a way to get her current prescription electronically. Having just been through a similar situation with two other visitors and wearing prescription eyeglasses myself, I understood her growing desperation. With the prescription in hand, she walked out with a set of Acuvue contact lenses.

I was very happy that we could help her in a difficult situation. I was even happier when I saw a review that she posted on Google;

“On a recent trip to New York City, I had forgotten my contact case. Improvising, I stored my only pair of contacts in a hotel glass and went to bed. The next morning I woke up to a friend drinking water out of that glass and my contacts nowhere to be seen. After doing a quick Google search, I came across Pildes Optical and made my way over to them. The staff was so helpful and within no time at all fixed me up with a new pair of contacts and saved my vacation. The staff went out of their way to help me when I was in a pinch and wouldn’t even accept payment for the sample contacts they gave me.”

Thanks Lynn!

When you travel please take a spare set of contact lenses with you, carry an extra pair of eyeglasses, and put a copy of your in your bag or wallet – you never know  – you may just need it!

Becoming a provider for Davis Vision in addition to accepting the UFT and the Eyemed Plans will help customers who want to use their insurance benefits. These insurance plans are accepted along with many other plans that offer their members “out of network” benefits. VSP is one of those providers as well as Oxford/United Health Care. We graciously accept those plans as well, and in some cases even honor the “in network benefits” for VSP.

So come on in and let us take excellent care of your visual needs, welcoming you with open arms.

1.      Be Personal – We create relationships with people

2.      Maintain customer focus – Listen and help find solutions to customer requirements or needs

3.      Think long term – great service is built over time

4.      Be Service Driven – It’s not just about the sale

5.      Make their day!  We are all consumers – Put yourself in the customer’s shoes.

6.      Be Memorable – Give them a reason to return.

7.      Share the Experience – Make it easy for them to share with their friends and family.

Great customer service is the number one referral tool – and if you don’t believe that, you should think about great experiences you have had and whether you have told others about them. In the more than 20 years that Pildes Optical has been in the retail eye care business on NYC’s Upper West Side, I have tried very hard to maintain a great customer service philosophy. I have always got a kick out of helping people and the reward is very often happiness for both the customer and the provider – and often results in a long term relationship.

A case in point: Last week a mother came into the store with her child who had broken her frame. They were in dire need for any kind of solution. I knew immediately that the frame was not from my store as it was a specially manufactured overseas. It would have taken about six months to order a new frame for this child who clearly was struggling to see without her glasses.  It was the child’s only pair of eyeglasses with her current prescription.

Without hesitating, my technician and I jumped in and together we started looking for a solution. It required some ingenuity plus the willingness to help someone on a human level.  We tried a few things and vióla – we found a way to fix the glasses.  The mother and child were so grateful and appreciative of our efforts and thrilled that we had succeeded. The out pouring of thanks could not be measured in dollars and cents especially since we did not charge for the repair. Their thanks were reward enough.

It’s all about service, service, service………with a smile!

What is your definition of great customer service?

As Jake Gyllenhall says”provide clear vision for poor children and adults in the U.S. and around the world”.

Please donate your old eye wear here at Pildes Optical.

I attended the Eric Clapton and Jeff Beck concert at MSG last month. They rocked the house. Clapton started off with a bluesy acoustic set and then went into an eclectic set on the electric guitar.

Couldn’t help but notice his ever changing taste in eye wear. He wore large roundish plastic frames. Previously when I had seen him perform, he wore metal rimless frames. This gives us a chance to keep up with latest trends and fashions. Thanks “old slow hand”.

Debrillators in stores can save lives.

Last year I became certified in CPR and the use of an AED (Automated External Defibrillator). At Pildes Optical, I now have a defibrillator in the store and I hope I never have to use it. But if I need to, I will know what to do.

You too can become certified in this training. I was trained and certified by Core  Medical Systems.  Click on the link and take the first step.  Someone’s life may depend on it.