16 Secrets of Personal Trainers

iStock.com/franckreporter
iStock.com/franckreporter

At the beginning of each year, people flock to gyms to finally tackle their New Year's resolutions to get in shape, be healthier, and/or achieve the six-pack abs of their dreams. For some, that means hiring the services of a personal trainer who can give them the one-on-one attention they need to achieve their fitness goals. But personal trainers do more than just supervise your push-ups and ask you to do more reps: They talk to you about your eating and sleeping habits, sometimes see you cry, and might even end up earning an invite to your wedding. Here are a few insider secrets personal trainers shared with Mental Floss about their jobs.

1. Personal trainers really don’t like it when you’re late.

Several of the trainers Mental Floss spoke to said their biggest pet peeve is when clients show up late to their session. After all, the trainer has created a plan for the workout, and it’s frustrating to have to adjust that plan to accommodate the shorter workout.

“You’re kind of wasting your money,” says Ackeem Emmons, a personal trainer who began his career at Equinox, later started his own training business, and now works with Aaptiv, an audio-based workout app. “It’s so funny, because [clients] think they’re getting over on me—when you’re just short-changing yourself.”

2. Their hours aren’t as flexible as you think.

“They tell you [that] you can make your own hours,” Emmons explains. “That’s a lie. I wake up at 4 or 5 every day, because people either want to train before work or after work.” That means busy mornings and evenings, and inevitable afternoon downtime for trainers.

3. The salary for personal trainers varies widely ...

According to the Bureau of Labor Statistics, the median income for fitness trainers and instructors across the U.S. is a little more than $39,000 a year, or roughly $18.85 an hour. But that’s just the median: The pay can vary quite a bit between location (in California, the average fitness salary is closer to $50,000), clientele (celebrity trainers can command hundreds of dollars per hour), the facility (a trainer at a private gym typically makes more than someone working at a local rec center), and certification levels.

4. ... and so do the qualifications.

There are numerous certifications available, which can boost earning power and add to a trainer’s potential client base. Organizations such as the American Council on Exercise (ACE), the National Academy of Sports Medicine (NASM), and the National Strength and Conditioning Association (NSCA) all offer training manuals and certifications designed to make sure that anyone who calls themselves a personal trainer is well-versed in how the body works, nutrition, and injury prevention. In addition to general athletic certifications, there are specific courses for different exercise techniques, like using barbells, and for training specific populations, like people with chronic diseases or disabilities.

Some certifications are more rigorous than others, and some gyms are more stringent than others about the exact certifications their trainers hold, but in general, most trainers are always working on new certifications to add to their depth of knowledge. “I like to do it at least every couple of months to just learn something new,” Emmons says.

5. Personal trainers know when you’re not bringing your A-game.

Trainers can tell when you’re not totally focused on your workout, and they may pause the session to figure out why. “You have to figure out the reason why their mind is somewhere else,” explains Karyn Toffolo, a trainer who provides nutrition and fitness coaching through her company Happy Belly Strong as well as working at several New York City-area gyms. Solving that mental puzzle can be more important in the long run than it is to "kick their ass and give them this hard workout.”

Sometimes, however, the reason someone is distracted is much more simple. “I’ve had people come in drunk before,” Toffolo says. “You can just tell they’re not paying attention. So I have sent people home.”

6. Many clients come in with unrealistic expectations.

“A lot of people come in and say this actor put on 20 pounds of muscle in three months and I want the same result,” says Sean Collins, the co-owner and head powerlifting coach at Murder of Crows Barbell Club in Brooklyn. Goals like that are not in reach for the vast majority of the population—certainly not without performance-enhancing drugs—and he has to be the one to explain that. As Emmons puts it, “I’m a trainer, not a magician.”

They get a lot of very stereotypical requests, too.“Men all want huge arms, a big chest, and six-pack abs. And they need it by the 14th, because they’re going on vacation in two weeks,” Emmons says. “And women always want the triceps, the glutes, the inner thighs, and a six-pack—those are always the main things.”

7. Personal trainers also want to know about your diet.

Though most personal trainers aren’t nutritionists (Toffolo is an exception), helping clients eat right is still a big part of most fitness plans, according to Lacey Stone, a bi-coastal fitness expert who offers private training, group classes, boot camps, and virtual training, in addition to appearing as a celebrity trainer on E!’s Revenge Body With Khloe Kardashian. "I make certain that they have some kind of a higher protein/carbohydrate fuel before they work out," she says, because their body needs that fuel to perform.

Some of the education is just the basics. Stone says her clients often ask things like, "'Should I do keto? Should I fast? Should I do paleo?' I'm like, let's not worry about that until you even get like, what a vegetable is." (Stone is currently helping to launch a new line of milk-based protein shakes, called Core Power high protein milk shakes, so she likes to recommend those for an after-workout snack.)

“A lot of people come in with misconceptions about food—like someone will come in and say, ‘I haven’t eaten a carb in like four weeks,’” Collins says. “An important part of increasing muscle mass is increasing carb consumption. Sometimes they think fat will make you fat. They think too much protein will kill you, or too much carbohydrates will give you diabetes.” Part of the job of a personal trainer is to help re-educate clients on the role of food in their lives. That means not just telling people not to eat five slices of pizza in a row, but talking about what they're eating, when they're eating, and how that impacts their workout.

8. If they don’t ask about scheduling more sessions, it’s probably because they don’t want you to.

Not every client-trainer relationship works out, and sometimes trainers would prefer to let certain clients go. (Clients who are perpetually flaky or do nothing but complain throughout their sessions might not be asked back.) Of course, they try to be diplomatic about it. “I wouldn’t say I fired them,” Toffolo says of some former clients, “because they are paying me for sessions.” But if she doesn’t enjoy working with a client, when it comes time to schedule and pay for a new batch of sessions, “I just won’t ask if they want to renew.”

It’s not always personal, though. Toffolo works as a trainer at gyms like Brooklyn Boulders and Drive 495, and she occasionally hands her clients off to another trainer at the facility who might be better suited to helping them achieve their goals. For instance, if someone is rehabbing an injury, she is more likely to refer them to one of her colleagues with physical therapy experience.

9. Sometimes their sessions involve tears.

Stone says a fair amount of her clients end up crying at some point during the course of their training with her. “A big part of my program is getting people mentally and emotionally healthy before I can get them to do what I want physically,” she explains. Occasionally, that means tears—but “not sad tears. It's like, realization tears. It's like, finding your soul again tears.”

Collins deals with tears occasionally, too. “In power lifting, you can train for three to four months for one specific competition,” he says. So when people feel like they have fallen short of their goals when that big competition comes, it gets emotional. “I have had to manage a lot of tears,” he explains. “Any kind of fitness professional has to have a high level of empathy. I think the best ones out there are the ones who can completely understand why this is so upsetting to an individual.”

10. Personal trainers can get very close with their clients.

Personal training includes sharing a lot of intimate details about your life, like your diet, weight goals, sleep routine, and more, and as a result, trainers form tight bonds with many of their clients. Sometimes, "it can be more of a therapy session" than a workout session, Toffolo says. (That may happen whether the trainer likes it that way or not—"I’ve had a lot of people definitely share more than I wanted to," she adds.)

But Toffolo sees the client-trainer relationship as more of a friendship than a straight business relationship. She trains some clients for years on end, and has even been invited to some of their weddings. “It’s just nice to have that type of rapport with someone. It makes time go by quicker.”

11. They don’t need a big space to work …

Toffolo does house calls, and while some condo and apartment buildings feature high-end gyms, she doesn’t need a lot of space to work. “I can utilize a space as small as a closet,” she says. “I can manipulate [the program] so that it works with whatever the environment that I’m in.” That includes moves like stepping up onto benches, sprinting up stairs, and other moves that use the client's own weight as resistance.

12. … or fancy equipment.

Stone says that if there’s a few basic exercises she recommends to everyone, it’s squats, push-ups, and crunches—all things you don’t need a gym to do. “They've been around forever because they work,” she says. “I’m always like, ‘Get the basics down before you’re throwing a medicine ball around.’"

13. Personal trainers work with a lot of future brides.

Many personal trainers have a number of clients who are looking to get or stay fit for their wedding day. Stone and Toffolo both say they’ve had clients come on for just a few weeks or months prior to their wedding. “I had a lot of brides this summer,” Toffolo says, whose goal was “making sure they look good when they go down the aisle.”

While it may seem unrealistic to hope for dramatic changes just a few months before an event, with the right dedication, some of those pre-wedding workouts can yield impressive results. “I just had someone that lost 30 pounds with me in like seven months,” Stone says. “She looks unbelievable. She's been super inspiring.”

14. Yes, they heard you fart.

Everyone is human, and inevitably, a client will let a fart slip out during a workout. “It happens,” Toffolo says. “Most of my clients now I’m pretty close with, so I pretty much just laugh it off.”

15. Not all of them appreciate your New Year's resolution.

"The New Year’s resolutioners, they’re a little bit of my pet peeve," Toffolo says. "They take a lot of space at the gym for maybe one month," but aren't typically dedicated to sticking around for the rest of the year. "We make good money around this time of year, but usually, the New Year's resolutioners die down in February."

16. Personal trainers have to fit in their own workouts, too.

Personal trainers may spend a lot of time in the gym, but observing and coaching other people’s workouts isn’t the same as doing their own. In fact, Emmons says, “Not every personal trainer is in shape. As much as you’re training other people you have to train yourself.”

For Collins, being a trainer has actually made it harder for him to keep up with his own workouts. “Opening up a gym and coaching people has been the worst thing I’ve ever done for my own athletic endeavors,” he says. “There’s so much you have to get done as a business owner and a trainer, and so many things you have to do outside of client-facing hours.” That includes scheduling sessions, emailing clients, and coming up with new programs. As a result, he just doesn’t have the time he once did to focus on his own fitness goals.

But how much time a trainer spends on their own fitness depends on what training they’re doing, too. While Collins doesn’t get much of a workout coaching powerlifters, Stone leads classes at Flywheel, which specializes in indoor cycling. Though she may not be huffing and puffing as much as her students, she’s working out as she’s teaching. “When I’m working out, I can talk, because I'm at a high level of fitness,” she explains. “They're working out with me, so they get to actually see me doing what I'm telling them to do, five days a week.”

And though personal trainers love fitness, motivation can be as be as much of a problem for them as it is for you. “I’m just like everyone else,” Emmons explains. “I don’t want to work out every day—sometimes I just want to relax and catch up on my Netflix shows.” But he’s got to get himself to the gym anyway, because it’s his job.

9 Secrets of Fine Art Auctioneers

Christie's auctioneer Tash Perrin conducts a sale.
Christie's auctioneer Tash Perrin conducts a sale.
Christie’s LTD. 2019

If a fine art auction can be compared to a well-coordinated circus, then the auctioneer is its ringmaster. At any given auction—which may include hundreds of people in the room and hundreds more watching online—the auctioneer is center stage, directing the audience's attention to lots big and small, generating excitement, and making sure the bidding runs smoothly. Auctioneers manage "all this while having charisma and a sense of engagement and great energy,” says Tash Perrin, an auctioneer who also holds a couple of senior management titles at Christie’s auction house. To find out what it takes to perform in such a fast-paced setting (and whether they always talk the way you see in the movies), we spoke with three New York City-based auctioneers who work for some of the world’s largest auction houses: Christie’s, Phillips, and Bonhams.

1. Auctioneering is mostly a side gig.

Auctioneer Jacqueline Towers-Perkins at the podium
Auctioneer Jacqueline Towers-Perkins at the podium
Bonhams

At the big auction houses, practically no one is hired to work solely as an auctioneer. As Perrin explains, “Nobody here at Christie’s is an auctioneer full-time. All of us have full-time jobs and then we do the auctioneering as a side gig.” Some auctioneers manage a particular department within an auction house, while others work in a variety of roles that may take advantage of their specialty in a particular field, whether that’s Chinese ceramics, Islamic art, or jewelry.

As a specialist in postwar and contemporary art with Bonhams, for example, Jacqueline Towers-Perkins sources all of the artworks for auction, researches their origin, and makes sure they’re authentic (and not some knock-off). Finally, as an auctioneer, she gets to find a new home for them. “When it comes to selling [an artwork], that is sort of the icing on the cake,” she tells Mental Floss.

2. Auctioneers need to be licensed in some states.

More than half of all U.S. states stipulate that individual auctioneers must get a license before selling items at public auctions. New York state does not have such a law, but leaves the decision up to individual municipalities. New York City—the location of many big-name auction houses—does mandate it. Would-be auctioneers must go to the Department of Consumer Affairs—“the same place that hot dog vendors get their license,” Perrin says.

3. Not all auctioneers speak quickly.

If you’ve been picturing an auctioneer who talks a mile a minute, you’re probably thinking of cattle auctioneers, who rattle off increments in an almost meditative style called "chanting." A few other types of auctioneers talk this way, but you won’t hear it at any of the major art and antiquities auction houses, which also sell across categories including jewelry, handbags, watches, wine and spirits, books and manuscripts, and more.

That’s because an auctioneer’s cadence largely depends on what they’re selling. Speed is especially important for cattle auctioneers because they often have more lots (a.k.a. individual cattle) to sell than the typical art auctioneer. (They also talk that way to "hypnotize" bidders, according to Slate.) However, when it comes to prized artworks and rare artifacts that rack up millions of dollars at auction, an auctioneer’s goal is slightly different: to generate excitement and build suspense. Sometimes, they might even slow down and allow a moment of silence to fill the room before speeding up again. “A really important element to being a good auctioneer is your ability to speak silence,” Perrin says. That means allowing for pauses when necessary—such as when a potential buyer might be thinking about a bid. It’s also about creating a welcoming atmosphere for bidders. “We want this to be a really great environment ... We don’t want to rush people through it or make it intimidating," Towers-Perkins adds.

4. Auctioneers sometimes stick out their tongues and recite Humpty Dumpty as a vocal warm-up.

Because auctioneers are talking non-stop for several hours at a time, the vocal warm-ups they do before an auction can get pretty ... creative. “Reciting Humpty Dumpty with your tongue out is definitely something we would encourage,” says Perrin, who also coaches auctioneers-in-training. In the above video from The New York Times, Christie’s former head of auctioneering, Hugh Edmeades, can be seen reciting this nursery rhyme to loosen up his facial muscles and warm up his voice. Perrin says some auctioneers might also recite their increments (we’ll get to those later) in the shower before coming to work, while others might use breathing and vocal techniques that are similar to the ones employed by actors and singers.

5. The auctioneer’s book is their bible.

Auctioneers can glean everything they need to know about a sale from something called the “auctioneer’s book”—although at some auction houses, it's a digital file on a laptop rather than a physical book. The book contains the lot number (the identifying number of the item or group of items up for sale), the item’s description, and the amount of money it’s expected to go for. It also has one crucial piece of information that neither the bidder nor the general public gets to see: The reserve price. This is the amount of money the owner of the lot will—or will not—sell it for.

6. An auctioneer's ability to multitask is crucial.

Auction staff talk to bidders on the phone
Andrew Burton, Getty Images

Juggling multiple tasks at once is a skill auctioneers must learn to master. In addition to remaining aware of the reserve price, auctioneers must also check their book for any absentee bids that have been placed prior to the sale. Bids are also coming in over the phone and online, and those bidders must be given the same attention and opportunity that bidders in the room are afforded. Throughout all this, auctioneers have to be engaging and charismatic. “If it looks like you’re very methodical and have a sense of just trying to get the job done, you’re not engaging the audience,” Perrin says.

While auctioneers are on the hook for most of the sales proceedings, they do get some help from a bid clerk. This person stands next to the auctioneer and surveys the room—including the phone bank, where staff talk to potential buyers over the phone and hold up a paddle whenever a bid comes through—to catch bids the auctioneer might not have seen. This extra assistance is especially helpful when there are 700 or so bidders in one space. “They play an incredibly important role, and I often refer to them as my best man up there,” Perrin says.

7. There’s a lot of math involved in auctioneering.

Auctioneers can only use certain increments, which means they’re limited in the exact price they can offer to bidders. “It’s very set,” Towers-Perkins says. “The numbers go up in tens at the beginning, then in twenties, then in fifties, then in hundreds.” (The precise numbers can vary by house.) This gets all the more confusing when absentee bids are factored into the equation. Auctioneers must ensure they’re referring to the exact amount declared in an absentee bid, which means they must think ahead and do a bit of quick math to figure out which number they should call out. Perrin calls this skill “numerical dexterity,” but there’s another term for it too. When everything goes well and auctioneers offer the correct increments, it’s called “landing on the right foot.” (And when things go wrong, it's called, naturally, landing on the wrong foot.)

8. Auctioneers can tell the difference between an involuntary nod and a bid.

Auctioneer Sarah Krueger
Auctioneer Sarah Krueger conducts a sale for Phillips.
Phillips

Sometimes, a nod is just a nod. Other times, it’s a bid. Auctioneers are trained to observe bidders’ body behavior and know the difference. Customers usually raise their paddles to place a bid, but some might prefer to remain discreet. Sarah Krueger, an auctioneer and head of the photographs department at the New York City branch of Phillips, said auctioneers get to know the bidding styles of frequent clients: “A nod or a slight move might indicate a bid from one person, but for another they might just be waving at a friend across the room.” Perrin says one client in England bids by raising his eyebrows, while other bidders wink to raise the stakes. Usually, an auctioneer can judge whether or not a bid is intentional by paying attention to the bidder’s level of engagement—for instance, if they’re looking at the auctioneer or still have a paddle in their hand, they’re probably interested.

9. They take their gavels seriously.

A gavel on a table
Mark Metcalfe, Getty Images

Krueger has her own personal collection of six gavels: Three of them she uses in auctions, while the other three are more like collector’s items. Each auctioneer has their own preferences in terms of the style of gavel they use. “For my purposes, what I’m looking for in a gavel is something that fits comfortably in my hand and isn’t too heavy,” she says. “You also want to test it out against your sounding block and make sure that it’s giving you the right sound.” After all, auctioneers say that the moment the hammer falls, signifying the end of a sale, is one of the most enjoyable parts of the job. “The sound the gavel makes on the rostrum is incredibly satisfying—particularly on the very first lot you ever take and the most expensive lot you’ve ever sold,” Perrin says. “That’s extremely gratifying.”

11 Secrets of Opticians

iStock.com/Emir Memedovski
iStock.com/Emir Memedovski

Whether they need glasses or not, most people understand what an optometrist does. The same doesn’t always apply for the optometrist’s in-office counterpart, the optician. Even people who have been wearing glasses or contacts for most of their lives might not know exactly what these eyecare professionals do. Here are 11 secrets about being an optician, some of which might change the way you see your glasses forever.

1. Opticians aren't salespeople, and they don’t get commission.

When you go to the eye doctor, you don’t just sit in the chair, read some letters off a chart at the far end of the room, and then walk out with a pair of glasses. After the optometrist determines your prescription, you’re typically directed to the office’s optician, who will help you pick out your next pair of glasses or contacts. Think of them as the pharmacist of the eyewear world: The doctor determines your generic prescription, but the optician is the one who fills it for you.

“I am the person that makes sure we get a frame that fits you, that is going to work for your prescription, and is going to last you,” explains Maayan Shuval, an optician at Eyedentity, an eye care practice in Kirkland, Washington.

And despite what some people seem to think, opticians aren't just there to direct you to the most expensive pair of frames in the office, or to up-sell you on the priciest add-ons. "People always assume we make commission and we want them to buy the most expensive thing," Shuval says. "I’ve never made commission."

Still, many customers think that opticians are just glorified salespeople out for more money. “The misperception comes from the idea that glasses are glasses or contacts are contacts, and they’re all the same,” says Steve Alexander, an optician in Arlington Heights, Illinois who worked as a practicing optician for 13 years and is currently a consultant with The Growth Cooperative, a national consulting firm for eye care providers.

But the upgrades that opticians offer can make a real difference for your vision, whether it’s transition lenses, anti-glare coatings, or another high-tech feature. “I think people think that the upgrades in lenses are kind of a scam, and they’re really not,” Alexander says. “The coatings make a significant difference in the physics of light and how light actually interacts with your glasses.”

2. Only some states require opticians to be licensed.

The requirements for becoming an optician vary significantly depending on where you live, and fewer than half the states require opticians to be licensed. Alexander, for instance, works in Illinois, where he’s not required to have a license, while Shuval works in Washington state, which does require licensure—meaning she had to do an apprenticeship and take a state exam in order to legally practice, and she now has to spend a certain number of hours each year doing continuing education classes to keep her license.

Even within states that require licenses, there are a lot of differences between the certification processes. Some states require opticians to be certified by the American Board of Opticianry and National Contact Lens Examiners (ABO-NCLE), a national credential that requires continuing education and expires every three years. Other states have their own certification processes with different requirements for continuing education hours, expiration periods, and more. That means that a practicing optician in one state can’t necessarily practice in another state without going through the whole certification process anew. (Some of the national optical chains require their opticians to be licensed regardless of the state they're in—Warby Parker, for instance, requires its opticians to obtain the American Board of Opticianry’s certification.)

Becoming licensed is typically a lot of work (not to mention some money) but it does help opticians keep up with the current research on eyes and eyewear. “[One] class that I attended was a two-hour course about vision therapy, and how a lot of what we’ve known about and practiced with regards to amblyopia—which people call a 'lazy eye'—is entirely incorrect,” Shuval explains. The class had a profound impact on her practice. “My whole world shifted upside down over the course of this two-hour class. [Amblyopia] is super reversible if you have the right information. That’s amazing.”

3. Many patients have unrealistic expectations of opticians …

Patients aren’t always realistic about how much eyewear will cost and what is available. One of the biggest mistakes people make, according to Shuval, is assuming that all glasses and contacts are the same, when in fact, lens types, coatings, and other adjustments make a huge difference in how you see. They often suffer from sticker shock, too.

“I’m here to help my patients see and look better,” Shuval says, but customers don’t always appreciate how big of a purchase new glasses can be. “It can be a really angry conversation because people are like, ‘Why are you charging $600 for glasses?’” Aside from the fact that you’re probably going to wear those glasses all day, every day for a year or more, that price seems a lot more reasonable when you remember that every pair of glasses is a custom, FDA-regulated medical device. “What people really don’t realize about eyewear is 100 percent of glasses made are custom-made,” she adds. “No two pairs that I make are alike.”

Furthermore, as patients get older and start to need bifocals, they often don’t understand the limits of modern optical technology. “People just want to put on glasses and say, ‘Oh my god, I can see,’” Shuval describes. But adjusting to a new pair of glasses can take weeks. Your brain gets used to compensating for certain vision deficiencies, and you have to get used to a new prescription. And in some cases, lens technology still isn’t good enough to replicate the natural abilities of the eye. When it comes to technology like progressive bifocals, patients actually need to be taught how to use the lens, for instance.

4. … Especially when it comes to contact lenses.

Alexander says many patients get upset when they’re told that their prescription for contact lenses will expire after a year, and that they’ll have to come back into the office in order to get a new one. “What patients don’t consider is that you are putting a medical device into your face,” he says, “and if they’re not properly managed it can lead to serious complications—it can lead to infections and ulcers and corneal issues.” Patients don’t necessarily understand that they're paying for vital preventative care: “It’s a medical device in an incredibly sensitive part of your body," he explains.

5. Opticians are obsessive about fit.

Adam Bentley, an Optical Field Leader at Warby Parker based in San Francisco, says his biggest pet peeve as an optician doesn’t occur in the office—it’s when he sees crooked eyewear around town. “I’ve often found myself looking at a crooked pair of glasses on the subway [and] wishing I could walk up and fix them,” he admits.

6. Opticians often choose which frames their stores carry.

In private practices, the optician might be responsible for more than just showing customers the latest glasses. They might also be the one determining what frames the shop offers. “I personally am the frame buyer for my store,” Shuval explains. That means she can answer a whole host of questions for customers beyond the realm of fit or function, including queries about where the glasses are made. That has become increasingly important as more and more customers become aware of the eyewear monopolies. Luxottica, an Italian frame company, makes an estimated 25 percent of the frames in the world, while Essilor, a lens company based in France, makes an estimated 45 percent of prescription lenses. Many blame the corporations' vast reach for driving the price of glasses up to artificially high rates. (The two corporations also merged in 2018.)

But Shuval says that buying glasses from shops like Warby Parker isn't the only way to escape the EssilorLuxottica monopoly. “I seek out the small companies [that make frames] and I can tell you about all the designers and factories where they’re made, because that’s important to me,” she says.

7. Many private opticians aren’t fans of online retailers.

In fact, despite the accessible price points, neither Shuval nor Alexander expressed much enthusiasm for the idea of buying glasses online. The main issue is that being fitted for glasses isn’t only a matter of finding a frame that won’t fall off your face. Online shopping can offer very inexpensive options, as Shuval explains, and “sometimes they’re good options for people, but it’s [about] making sure that custom medical device that’s sitting on your face all day is actually going to be helpful.”

One of the roadblocks patients run into while shopping for glasses online has to do with measuring the position of their pupils. Opticians measure your eyes to make sure that the centers of your lenses are positioned exactly over your pupils. While patients can try their best to measure this at home on their own, it’s not the same as having it measured in an office by a professional.

Almost any online glasses shop is going to ask for your pupillary distance (PD), which is the horizontal distance between your eyes. You might be asked for your binocular pupillary distance, which is the distance between your two pupils, or the monocular distance, which is the distance from the bridge of your nose to your pupil—expressed in two different measurements, since faces aren’t always symmetrical. However, those measurements aren't everything. “In order to make a really good lens you need more information than that,” Shuval says.

In fact, there is a secondary measurement that most online shops don’t ask about—the vertical measurement, known as the ocular center height. “[The] ocular center is a top-to-bottom measurement for the patient, and that can’t be measured until you have the frame,” Alexander explains. “If you don’t know where their eye sits in a given frame before the lenses are made, then while the optical center might be aligned left to right, it’s not going to be aligned top to bottom.”

If your lenses aren’t positioned over your pupils correctly, you won’t see as well, and the eye strain can cause headaches and other discomfort. Lenses that don’t fit you right might make you feel nauseous, affect your depth perception, and more.

While you can get your ocular center measured by an optician at a Warby Parker retail store, buying glasses from Warby Parker’s online shop doesn’t require ocular height, just pupillary distance. In response to questions about this policy, Warby Parker provided the following statement: “A common misconception is that this measurement is required for all orders, when in fact it’s not … For online orders, we’ve developed tools and proprietary technology that allows us to help predict this type of measurement based on previous customer data. We also have in-house opticians to help online customers in the event that customers need extra assistance.”

8. Opticians love to answer questions …

“I love when patients come and ask me, 'Is there any cool new technology we should be looking at?’” Shuval says. Opticians are experts in their field and spend a lot of time keeping abreast of the latest technological updates in eyewear. Most love to share that knowledge. “We like getting to explain stuff,” she explains, “and I think it’s really important for people to be educated consumers.”

9. … Except for one particular question.

Glasses are so personalized and there are so many possible options that it’s impossible to quote someone a single price tag, but that doesn’t stop patients from asking. “One of the more common questions that I used to get as an optician [that used to] drive me crazy,” Alexander explains, “would be, ‘How much are glasses?’ And it would be through gritted teeth that I answered, ‘Well, it depends on the frame that you choose and the lenses you need.’ But it’s a question that never made any sense to me because you’d never call up a car dealer and say, ‘How much is a car?’”

10. They'll gladly fix your glasses ... if you're a patient.

If you buy your glasses from an optician, adjusting and servicing those frames (for example, if they need to be straightened or have a screw replaced) is usually part of the initial cost. However, if you’re not a patient or bought your glasses online, you shouldn’t expect to get free repairs from the office.

“When an office charges for an optician's time or replacement of parts patients will get up in arms about it,” Alexander says. “If it’s somebody who wasn’t a customer of ours and has not taken care of their eyewear, to come in and get upset at being charged for a service we’re providing is always very frustrating for me.” That said, he says he would never charge one of his longtime patients for repairs.

But if you do need to get your glasses serviced and you're not already a patient, any charges will likely be minimal—at most, he says, you’ll probably need to pay $10 or so. So don’t be afraid to walk into your local optician’s office and ask. Just don’t get too snarky when they ask you to break out your wallet.

11. They don’t always follow their own advice.

“I clean my glasses with my shirt or whatever is lying around,” one anonymous optician tells Mental Floss. “It's a big optician ‘no, no.’” If you really want to take care of your specs, you’ll clean them with a microfiber cloth and lens spray instead, and always keep them safely tucked away in their case when you aren’t wearing them.

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