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Luxottica Group SpA Message Board

  • happymonkeyhorse happymonkeyhorse Sep 14, 2006 9:59 PM Flag

    File Sharing...entire Lux system

    The P.V.C.corp store computers will be and running by Nov (target date) on the new wide open data base that makes it possible for any Luxottica outlet(Pearle,L.C., Target, Sears,etc...) to access any other just by logging on. No barriers ....one big happy family. What will the general public think when they finally realize that this is a monopoly?
    Is the franchise community going to be invited to this party? If so, whats the cost for the new computer system?
    Is this a good thing?

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    • Just imagine! With this new system associates can be even more consultative and have more time to "persuade" patients to purchase MP to make LUX proud!

    • Yes, What you describe is not unique to your store. What you are experiencing IS the P.V.C. business plan....to the tee. They have dicontinued lab service of any kind to their customers...and...have forbidden the associates from using any lab equipment that may still be in their stores, even though most Pearles have significant amounts of sq footage dedicated to lab work. It now sits empty and unused. Kinda spooky lookin, but P.V.C. management views labs as a "crutch" that if used would just encourage their associates to give faster service. This goes against company policy. If customers want that they can go to Lux's other company, L.C.... Lux has no respect for state licensing laws and routinely understaffs and abuses their associates. One can see the logic of this when you realize that Lux is one big company,but with many faces to the public....The Pearle brand is just one...just another facet of a huge company. Remember that the dollars all go to Lux in the end.This may be a good plan for Lux, but a bad plan for the Pearle brand. There are now two Pearle's though, because the franchise's are not playing ball(voluntarily) and are still doing things the old way..Another reason I would not recommend this company to my mother or a family member....half the Pearle's do it one way (labs and fast service etc.) and the other half gets their lab work done at Lense Crafters in two weeks.....For the Public it's a crap shoot.

    • Yes, What you describe is not unique to your store. What you are experiencing IS the P.V.C. business plan....to the tee. They have dicontinued lab service of any kind to their customers...and...have forbidden the associates from using any lab equipment that may still be in their stores, even though most Pearles have significant amounts of sq footage dedicated to lab work. It now sits empty and unused. Kinda spooky lookin, but P.V.C. management views labs as a "crutch" that if used would just encourage their associates to give faster service. This goes against company policy. If customers want that they can go to Lux's other company, L.C.... Lux has no respect for state licensing laws and routinely understaffs and abuses their associates. One can see the logic of this when you realize that Lux is one big company,but with many faces to the public....The Pearle brand is just one...just another facet of a huge company. Remember that the dollars all go to Lux in the end.This may be a good plan for Lux, but a bad plan for the Pearle brand. There are now two Pearle's though, because the franchise's are not playing ball(voluntarily) and are still doing things the old way..Another reason I would not recommend this company to my mother or a family member....half the Pearle's do it one way (labs and fast service etc.) and the other half gets their lab work done at Lense Crafters in two weeks.....For the Public it's a crap shoot.

    • I have to say, I'm on the side of the "glass half empty" guy, but with yet another perspective. I work in a Pearle store in a mostly rural area. My community is growing at a fast pace, however, we have tons of competition, especially considering how far our customer base reaches.. approx 100 mile radius. My regional mgr. told me that our town has about 100,000 people, including residents, who come to shop here. We have approx. 46 competitors in my community as well as the surroundings. Probably more, I don't know all of them. They took our lab out, which cut our business significantly. We are down to 3 associates, incl. mgr., have a full time doc, no receptionist, but that's ok, cause we aren't busy enough to need one. Lux has consistently cut our hours and pay in the year I've been there. My dress code has changed twice. I recently watched a video that I assume was made by CSC to promote our newest dress code. They are recommending we buy our clothes at Macy's, Banana Republic, Express, etc., but myself and my hourly co-worker can't even afford to pay our bills as it is, we're on a Salvation Army budget, not high falutin'! I really dont' exaggerate.. some may believe I am.. but I assure you, this is totally correct. We dont' even have a break room, our lunch table is a wedge of laminated fiber board attatched to the counters in what used to be our lab. Most of the time our "lunch table" is covered with Lux newsletters, medicare that has been file 10 times, but still needs to be refiled because The Consult can't get us the correct info on what numbers we are supposed to use to file, since LUX took over, as well as other propaganda. When we still had a lab, we had no problem making our goals, but since it was barred from use, we have been struggling horrendously. I've never seen the optical business as slow as it has been at my store, especially during the back to school season. I don't feel like our company assures it's employees of job security. We do our best to consultative sell, and get our multiples. Myself and my co-worker have done an average of 18%-20% multiples in the last few months. I agree that the company needs to listen to it's employees, we are telling how it is, and something does need to change. They should really look at the individual stores markets and base their products and services offered on those stats. not those of the region because the markets vary too much.

    • I guess I'm kinda a glass half full kinda dude. I have been through several aqusitions and have learned that we can learn lots from each other as long as we are all open to new ideas. Trust me, I have seen a ton of things that I did not agree with over the years. I thought they were out of their everlovin minds,but I started looking at things differently. I don't fight the system anymore, I used to and I learned the hard way. We all get frustrated with change, but look.....it works. BIG PICTURE !!!

      I know more people than I thought know about the PV-LC lab realationship. Its no secret, cust's know and that is not a bad thing.

      I agree with the overnight thing, but it gets abused by a few and that wrecks it for all of us. People would use the o'night thing to close a sale, not take care of a cust in real need.

      If the cust is in a bind, you now have the full resourses of the LC store down the street. Full servise staffed lab. Talk to them and you will be able to solve any bind by thinking outside the box. It may not be what he wanted, but it will work. If he is in a big enough bind, he will thank you for anything you can do to help him untill whatever he needs arrives. Rx change, order lens and call cust when the are in. Ask him to give you a few hours and get them to LC, Problem solved probally as quick as if you had your own lab with a roving tech. Think of LC as your lab, talk to them,they want to help.


      The adds are not interchangeable, LC had not ran a 50% off frame or lens for over a year. LC broadcast promro have focused on 30 day happiness, no $ or % off on tv since.
      I see 50% from PV and Lic Brands monthly. Not the same

      Slick talk, Deceptive advertising situations??? Because we don't have a frame in stock???? A bit harsh a.

      Pearle can still be unique, its the people that have always made Pearle, Pearle.

      As I said before, we are all in the same boat(sorry,I like to fish). We all are up against many of the same issues. The only way to succeed is to work together. Challenging the system is good, just know witch fights to fight.

      Have you got the new POS system yet?

    • I guess I'm kinda a glass half full kinda dude. I have been through several aqusitions and have learned that we can learn lots from each other as long as we are all open to new ideas. Trust me, I have seen a ton of things that I did not agree with over the years. I thought they were out of their everlovin minds,but I started looking at things differently. I don't fight the system anymore, I used to and I learned the hard way. We all get frustrated with change, but look.....it works. BIG PICTURE !!!

      I know more people than I thought know about the PV-LC lab realationship. Its no secret, cust's know and that is not a bad thing.

      I agree with the overnight thing, but it gets abused by a few and that wrecks it for all of us. People would use the o'night thing to close a sale, not take care of a cust in real need.

      If the cust is in a bind, you now have the full resourses of the LC store down the street. Full servise staffed lab. Talk to them and you will be able to solve any bind by thinking outside the box. It may not be what he wanted, but it will work. If he is in a big enough bind, he will thank you for anything you can do to help him untill whatever he needs arrives. Rx change, order lens and call cust when the are in. Ask him to give you a few hours and get them to LC, Problem solved probally as quick as if you had your own lab with a roving tech. Think of LC as your lab, talk to them,they want to help.


      The adds are not interchangeable, LC had not ran a 50% off frame or lens for over a year. LC broadcast promro have focused on 30 day happiness, no $ or % off on tv since.
      I see 50% from PV and Lic Brands monthly. Not the same

      Slick talk, Deceptive advertising situations??? Because we don't have a frame in stock???? A bit harsh a.

      Pearle can still be unique, its the people that have always made Pearle, Pearle.

      As I said before, we are all in the same boat(sorry,I like to fish). We all are up against many of the same issues. The only way to succeed is to work together. Challenging the system is good, just know witch fights to fight.

      Have you got the new POS system yet?

    • When selling premium lenes (supplied by Lux lab) you are probably right about the turn around time. But it wasn't always so bad. The premium buying experience you descibe used to include 3-5 day turnaround,even for the good stuff. Overnight if the customer was in a bind and just needed to see.Now, don't even ask.
      The adds and offers for all the brands are almost interchangeable.
      Yeh, people with 5 yr old frames need a new look, but what if it's a recent doc change, or they just got the frame six months ago...from PEARLE? In these cases the buying experience goes in the tank..Big time..(trust me on this)
      Gradient tints are pass�,no argument, but someimes people want them...and are used to getting them at PEARLE
      Oh yeh...Lux takes a hard line with complainers...(once again trust me on this)To qoute a never to be named big shot.."good customer service does not mean being all things to all people" I don't disagree,but this it does represent a change.
      Opening my mind to these problems is not the point. They are easy to see, but you miss my point. My post was about the homogenization of the brands, the scaled back product choices, long waits and frequent backorders and whether this is good for the consumers (my,or your, mother).
      My favorite point,that you make, is how the associates, if they are any good at all and are well trained, can slick talk their way out of the deceptive advertising situations.
      My point is that a great brand, PEARLE,and all the things that kept it unique, is gone and is now just another store front for a giant company.Thats all...By the way..my original question...How do you think the public would feel if they knew that their PEARLE brand glasses were made at Lenscrafters?

    • All what you say is very true. But if you have to answer the phone four or five times while trying to consult with a patient its all bullshit. Staff the stores with enough employees and you will see results.

    • If you are selling prem products, your finish lab with a hand stone and a tech 1 day a week will not provide next day service.

      -We are in the business of selling new frames, best product for your customer. Not the same frame they haved used for years. You are doing a disservice to your cust.

      -How often do you really sell a gradient tint? Again, offer the best product, not the same old outdated stuff that you have offered for years. The cust does not know what is new out there and it is your job as an EXPERT to present all the options. Uncover their needs...This IS great customer service. First you need to update your knowledge and your skills, you cannot survive as an order taker anymore.

      -Why would you not want your cust to have the best vision they can by having a new eye exam? Again, offer what is best for your cust. The Dr. is also an important part of our business and we need to help him do well.

      -Maybe you could ask the cust what they liked about the frame they say in the ad, and use your listening skills to find options that will meet the cust's needs even better.

      -Banned from all Lux outlets??? I don't think so, WHY???

      This is not your fathers PV anymore.

      Open your mind and find out what has passed you by.

      We have all been there, embrace change because it will never stop.

      You don't get to be #1 by doing the same thing over and over, you take risks.

      The market has liked LUX for a while now. Have you looked at the expectations lately???

    • ROFL That is so funny too bad it is true!!! Good thing we have a great sense of humor!!

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