JUMP TO CONTENT

Showing patience and understanding to create a great customer experience

Written byNikkie Stanley
Posting date: 12 Nov 2024

It’s just all in a day’s work for Apprentice Optical Assistant Chloe, who received some fantastic feedback via social media from a customer after a tricky visit to Specsavers for her son’s first ever eye test.  She tells us why it’s important to approach additional needs with patience and understanding.  

A busy day in-store 

“I was working on pre-screens/diagnostics when a customer came in with her 9-year-old son and toddler in a pushchair. It was her son’s first ever eye test, so he didn’t know what to expect. It was a really busy day too, so there was a bit of a wait for customers. During his pre-screen, he was a bit fidgety, and his Mum was concerned that, if he couldn’t sit for the pre-screen, he wouldn’t be able to have his eyes tested. I reassured her that he was doing well, and anything I couldn’t do would be done by the Optometrist.  

After I had carried out the pre-screen, the customer and her children went back to the waiting area to see the Optometrist. The boy has ADHD and finds it hard to sit still, so he was extremely fidgety, and his Mum was becoming a bit flustered. I made a light-hearted comment to the boy about not climbing or swinging on the fixtures, and apologised to them for the wait, keeping them updated with their position in the queue the best I could.  

Sorry for the wait 

A bit later, I was with another patient when I heard the boy screaming in the waiting area. He was getting so bored and restless, and his Mum was uncomfortable and slightly overwhelmed as other patients in the waiting area were looking at her as if to say ‘calm him down’. This was very difficult to do, not only due to his ADHD, but also for the fact she was trying to keep her 2-year-old entertained as well. I came over to them to assure the boy that they wouldn’t be waiting too much longer, and asked if there was anything I could do to keep him occupied in the meantime. I went and found some pencils and paper and took him to a desk where he could draw and colour, so he was focusing on that rather than waiting and being bored.  

He sat down and got stuck-in to some drawing, until he was called through to see the Optometrist for his test. The Optometrist said he sat through it really well, and his test was over and done with in no time. At the end of the appointment, the boy didn’t want to leave! He was also disappointed that his eye test determined he didn’t need glasses, as he was looking forward to picking out some frames. I could tell his Mum really appreciated me stepping in to help. For me, it was nothing but to her it was everything. If her son had a negative experience for his very first eye test, then he will always dread future eye tests. I couldn’t let that happen so I did what I could to make sure he had the best experience possible.

Different customers have different needs

I deal with various people with diverse needs most days in-store. Neurodiversity can be more apparent in some people, and less so in others, so it can be tricky to know how to meet the needs of every individual. I’m a naturally sensitive person, but it’s so important to show patience and understanding when dealing with people to make sure they have a great customer experience. Specsavers have some excellent e-learning modules on patient care and how to handle different needs within a professional environment which is crucial to our roles in-store.;

When I saw the post on social media, it truly made my week. I was just doing my job! I didn’t know what impact I had on the customer. In her post, she stated: “This may not seem a big deal to some people, but a simple act of kindness like that really did make my day and saved me a lot of hassle. She didn’t have to do that, but she chose to, and I’m very grateful”. I’m proud to have made a difference and hope this reflects positively on the service we provide to our customers across all our stores.”

Written byNikkie Stanley
List #1

#FeelsLikeSpecsavers

Celebrating National Payroll Week

Teaser

Support Office

Content Type

Blog

Publish date

08/29/2025

Summary

Celebrating National Payroll WeekPayroll might happen behind the scenes, but it’s at the heart of every organisation. Our Payroll Services team is a mix of problem-solvers, people champions, and proce

Teaser

Read more
Mike Davidson

by

Mike Davidson

Mike Davidson

by

Mike Davidson

Shaping the future of optometry, one conversation at a time

Teaser

Optometry

Content Type

Blog

Publish date

08/27/2025

Summary

Rachel Pointon’s career in optometry has been anything but linear—and that’s exactly what makes it so inspiring. From hospital clinics to high-performing stores, from mentoring pre-regs to influencin

Teaser

Read more
"The most fulfilling part of my role is having the time to connect with patients"

Teaser

Optometry

Content Type

Blog

Publish date

08/27/2025

Summary

Hi, I’m Alan 👋 I grew up on the southside of Glasgow and I’m currently the Lead Optometrist at Specsavers in Sauchiehall Street. How did I get here? To be honest, I was never entirely sure that op

Teaser

Read more
Mike Davidson

by

Mike Davidson

Mike Davidson

by

Mike Davidson

From law to lenses: Hannan Qureshi’s story

Teaser

Optometry

Content Type

Blog

Publish date

08/22/2025

Summary

From law to lenses: Hannan Qureshi’s story After years in the legal profession, Hannan Qureshi has made a bold career switch to follow his passion - becoming the new Retail Director at Specsavers Shep

Teaser

Read more
“I’ve found my place here.”: Daniel's story

Teaser

Home Visits

Content Type

Blog

Publish date

08/22/2025

Summary

“I’ve found my place here.” Meet Daniel – Optometrist, Specsavers Home Visits Manchester Daniel Morgans didn’t follow the usual path into optometry. His early career included everything from call cent

Teaser

Read more
A career shaped by experience- and instinct: Sara's story

Teaser

Home Visits

Content Type

Blog

Publish date

08/22/2025

Summary

A career shaped by experience- and instinct When Saraneeya Sivathas joined Specsavers as an Optical Assistant during her BioMed degree, she had no idea that a part-time job would spark a whole new car

Teaser

Read more
"I'm just happier in this role" - Ella's career story

Teaser

Optometry

Content Type

Blog

Publish date

08/18/2025

Summary

"Home visits is refreshing, it’s fulfilling, and I wouldn’t go back.” Meet EllaElla Helliwell lives in a quiet village in Cheshire with her husband and their cat, Rosie. After moving away for universi

Teaser

Read more
Coming full circle but with a different lens!

Teaser

Optometry

Content Type

Blog

Publish date

08/15/2025

Summary

Parth Shah, Lead Clinical Performance Consultant (CPC), qualified as an optometrist at Specsavers in 2003. Since then, his journey has taken him from the clinic to the classroom, the boardroom, and ev

Teaser

Read more
“I believe that we're not just Specsavers - we are lifesavers.”

Teaser

Optometry

Content Type

Blog

Publish date

07/28/2025

Summary

A career begins with a life-changing moment When Mahnoor Khan joined Specsavers Norton as a pre-reg optometrist, she never imagined her clinical training would be put to the test in such a personal an

Teaser

Read more
Deepali Modha’s unconventional career journey

Teaser

Optometry

Content Type

Blog

Publish date

07/25/2025

Summary

When Deepali Modha first qualified as an Optometrist, she never imagined her career would one day take her far beyond the test room. But over the years, she’s carved out a path that’s as inspiri

Teaser

Read more
View more jobs
List #1

Selected jobs for you

Store Manager

Salary

£30,000

Location

Dartford, South East, United Kingdom

Store ID

1327

Contract Duration

Permanent

Area of Interest

Retail Manager

Locations

Dartford

Description

Are you a motivated manager with an eye for detail wanting to bring your skills to a global, difference-making company? You’ve come to the right place.  As long as you’re ready to lead by example, be

Reference

sf-84765-1

Expiry Date

01/01/0001

Hannah Soutar

Author

Hannah Soutar
View job
Trainee Optical Retailer

Salary

Circa £12.41 per hour

Location

Barnstaple, South West & Channel Islands, United Kingdom

Store ID

0059

Contract Duration

Permanent

Area of Interest

Trainee Optical Assistant

Locations

Barnstaple

Description

Specsavers. A household name and a Highstreet staple. And you could be part of the team.   As a Trainee Optical Assistant at Specsavers, you’ll be the friendly face at the heart of our stores working

Reference

sf-84764-1

Expiry Date

01/01/0001

Nichola Adamson View job
Optical Assistant Apprentice

Salary

£7.75 per hour

Location

Barnstaple, South West & Channel Islands, United Kingdom

Store ID

0059

Contract Duration

Fixed Term Contract

Area of Interest

Optical Assistant Apprenticeship

Locations

Barnstaple

Description

Optical Assistant ApprenticeshipSpecsavers BarnstapleSo, you’re a proactive people person, passionate about retail and offering the best customer service? Sounds like you’d be a great fit here. If you

Reference

sf-84763-1

Expiry Date

01/01/0001

Nichola Adamson View job
View more jobs