The Story of Crystal Vision & Better Hearing
A Family Business, Built on Service
The story of Crystal Vision & Better Hearing is, at its core, a story about family.
It began in 1995, with two brothers, their mom, and a big idea. But really, it started a few years earlier while I was still in university, studying engineering with a minor in economics. One of my assignments required creating a business plan—so I chose a one-hour optical store. A bit of a leap from engineering? Maybe. But I always had a love for business and knew I wasn’t cut out for life behind a computer.
That seed of an idea started to grow after I was laid off from my job selling sawmill equipment. My brother George was working as a correctional officer, and our mom, Leona, was an award-winning real estate agent. My dad was a full-time gas service man at BC Gas (now Fortis BC), and when I pitched the idea of opening an optical store, both my parents were surprised—but supportive.
Dad agreed to help finance the venture, with one condition: Mom had to quit real estate and join us to teach her sons how to deliver truly great customer service. She agreed, and George came on board too—ready to leave corrections behind.
Building the Foundation
We brainstormed names for the new business—trying every variation of “vision,” “optical,” and “clarity” under the sun. Inspired by family in the same industry, we finally landed on Crystal Vision One Hour Optical. We liked the sound of “one hour”—it promised efficiency and care. And from day one, we knew we’d build everything around service.
My wife and I designed our first logo on our kitchen table using an old computer with about 50 fonts. We added a Canadian maple leaf as a nod to our roots, then filed the incorporation paperwork ourselves at Staples. Submitting that $250 fee was nerve-wracking, but we did it right—and Crystal Vision One Hour Optical Ltd. became official.
Our First Location
We found our first location in Maple Ridge—a corner building that had previously been a General Paints store. At first, the windows were covered in paper, but when we pulled it down and saw all that natural light, we knew it was the right place. Despite some tough negotiations with the landlord, we secured the building (and subleased part to Liz Jewellers to help with the rent).
On January 16, 1997, Crystal Vision officially opened its doors. Our first team included myself, George, Mom, and Les Watkins—a seasoned optician with over 20 years of lab experience. Les taught us everything we needed to know about making glasses on-site in our one-hour lab. Those early years flew by—and before long, reps were telling us we were one of the top optical stores in BC.
Expanding into Hearing
When Liz Jewellers moved out, we were left with an open space next door. George had met a hearing specialist while working in the store, and that inspired us to start a hearing clinic of our own. We hired our cousin Jeff Martens, completed our apprenticeships, and became licensed hearing aid specialists. Crystal Hearing opened in February 2002.
That same year, we launched our second full-service location in Chilliwack—with an optical lab, sight testing, contact lens services, and a hearing clinic. With George managing one location and me the other, we started to find our stride as business owners and as brothers working side by side.
Growth, Challenges, and Milestones
As our business grew, we kept learning—especially about hiring. We believe great service starts with great people, and we’re proud of the team we’ve built over the years. Our staff truly are the heart of Crystal Vision & Better Hearing.
Somewhere along the way, I revisited the idea of partnering with my good friend Tom, who originally received my business plan back in university. Tom was a plumber and gas fitter, but excited to try something new. He joined the company, enrolled in the optical and hearing programs, and helped us open a third location in Langley. Eventually, he returned to plumbing—but we were grateful for the time he spent with us.
We kept expanding. Hearing-only clinics opened in White Rock and Abbotsford, located inside busy malls. We were among the first to bring hearing care into public, accessible spaces—a move we made intentionally to reduce stigma and provide a better customer experience.
By 2015, we had 4 optical stores and 10 hearing clinics across the Lower Mainland and Vancouver, including standalone and mall locations in Abbotsford, Chilliwack, Maple Ridge, White Rock, Vancouver (Broadway, Denman Mall), West Vancouver, and North Vancouver.
A Turning Point
Like many family businesses, ours had its challenges. George and I didn’t always see eye to eye. I wanted to grow nationally—he was more cautious. In 2015, we were offered a chance to sell our hearing clinics to a larger company. It was the right move and marked the beginning of a new chapter—for both the business and our partnership.
After a three-year buyout phase (where we both stayed on with the new company), we officially parted ways in 2018. George received assets and cash; I retained ownership of the three remaining optical stores. It was difficult—like a divorce in some ways—but we found a fair and respectful resolution.
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