The View for the High Street

Delivering excellent customer service is more important than ever in a downturn. I have noticed a definite shift in purchase habits in the past two months. Customers that in the past have been quite happy to add another £200-£400 to their credit cards are having to think hard before committing to the additional interest.

To make their choice easier we have to deliver excellent service. This means delivering on our promises, and often going that extra mile to wow them. Customers already have certain expectations when they enter the practice. They trust that the optometrist will find the right correction for their vision. They trust that we will deliver their spectacles when we say we will, and that they will be correctly made up and of good quality. Customers are more likely to make a financial investment in your business if they have first made an emotional investment in your people. Our job is to deliver on our promises and ensure we take every care at each stage of the process to get it right.