Specsavers Barnet was among the big winners at the regional team meeting this month for best Hearcare awareness. Below is a Q and A with Emma Handford, the stores audiologist.
Q: The store recently won a hearcare awareness award; what is hearcare awareness?
A: It's making sure that all of our optical customers are aware that we offer an excellent hearing service along with our brilliant optical service.
Q: How has your hearcare awareness improved in the past 12 months?
A:. This improvement has come about following the staff painstakingly mentioning our Hearcare services to every single person who goes through the optical pre-screening process. We offer the 3 minute hearing check and this has helped customers remember that we made them aware of our Hearcare service. Our scores used to be really low around 20-30%, now they normally hit +60%!
Q: What does it mean for a customer to be hearcare aware?
A: Even if the customer themselves don't need hearing aids they may have a mum, dad, grandparent who would benefit. Getting word of mouth referrals are a brilliant advertising tool and great way to help the whole family.
Q: What does winning this award mean to the team?
A: The changes that the staff made to their customers pre-screening journey have really paid off and it's so good to have their effort recognised. It's given the staff even more drive to ensure every customer is aware of our hearcare services.
Q: Are there any plans going forward to make sure you win the award again next year?
A: We have started leaving out ear plugs in the reception area which get picked up as though they are sweets! We've also been running Hearcare Wednesday where the team wear Hear Here t-shirts.
Q: What piece of hearing advice do you give out most to your patients?
A: We offer a 90 day money back guarantee for all our hearing aids, one of the reasons for this is that acclimatisation is key. It takes time to suddenly get used to wearing hearing aids and listening to all the new sounds. Having this time allows you the time to let the brain get used to sounds you've forgotten exist and allows you some peace of mind that you're making the right decision coming to Specsavers.