Optical Assistant of the year

Dawn Baines had no idea she had even been entered into the optician Awards until she found out she had made the final five. Owner and optometrist Liz Jackson put Baines forward because she thought it was 'high time' her assistant was recognised for her good work.

'Putting Dawn forward for the awards was my way of getting public recognition for what she does so well with such enthusiasm and for the fantastic public service she provides,' says Jackson. 'We were hopeful she would win but also unsure because, to a certain extent, as an independent practice you don't have a great concept of what everyone else is doing outside your cocoon,' she says.

Jackson couldn't make it to the ceremony so Baines attended with her colleague Denise Gallehawk, a screener at the practice.
'When I found out I had won I was over the moon and shaking with excitement. I know I do a good job but it was so nice for people who don't work alongside me to recognise that too and to be acknowledged for my contribution to the business,' she says.

Baines attributes her success as an assistant to her genuine approach to customer care. 'It's important to be yourself and always be aware of your surroundings. I always say to people that no two days are the same and to always expect the unexpected.'

With 13 years in the business, eight at Oakwood and five at Dollond & Aitchison in the same role, Baines has had plenty of experience of dealing with the general public. 'You learn to judge the customers you can have a laugh with and those who prefer a more courteous, formal approach,' she says.

In her role, Baines assists the two dispensers at the Oakwood Eye Care Centre by ordering lenses, chasing orders, putting spectacles together, informing patients and she also finds time to do some dispensing herself.

'I help patients choose their frames and give honest opinions about which frames I think suit them. I will not sell products to patients if I don't think they necessarily need them.'

Baines also helps out on the reception, meets and greets customers, books appointments and takes phone queries.