Independent Practice of the Year

‘Our ethos is to make sure customers feel special, impressed and delighted by offering real product choice with outstanding customer experience and clinical excellence,’ says optometrist Neil Frost. Frost co-owns Frost Borneo Opticians in partnership with fellow optometrist Catalina Borneo, and together the pair have created a winning practice in the centre of Henley-on-Thames. Following the awards ceremony in April, Frost Borneo Opticians took home the award for Independent Practice of the Year, which was sponsored by Hoya.

Frost and Borneo have been in partnership for 25 years but the site itself has hosted an optical practice since the 1870s. During their ownership, over a period when independent opticians have faced pressure from the multiples, the practice has thrived by becoming a part of the community and differentiating itself from competition through emphasis on customer service and clinical care. Through these methods, the practice has seen its annual turnover increase by 10.5% over the past two years.

Customer care