With an experienced, local team at the helm, Specsavers in Normanton offers personalised care for the community. Here, store director Paresh Gohil explains how being a locally-owned store has tangible benefits for their customers.
Owned by locals, for locals
‘Not many people are aware of this, but every Specsavers store is owned and managed by their team of directors,’ explained Paresh. ‘It’s a fantastic model, because it allows us the exposure and security of a big-name brand, but we can make our own decisions and offer more of a local, family-feel service to our customers.’
The Specsavers store in Normanton is owned and managed by its own joint venture partners, directors Raj Gohil and Paresh Gohil. The scheme has allowed them to have ownership over all aspects of the running of the business, including ensuring that they are supporting the local economy and nurturing local talent through employment.
Specsavers in Normanton employs a team of 17 staff, several of whom have been with the store since its opening 16 years ago.
‘We pride ourselves on being part of the local community and having a fantastic relationship with our customers,’ continued Paresh. ‘We know exactly what our customers’ needs are and we put a huge amount of effort into catering to them.’
Patients put first
At Specsavers in Normanton, the team is trained to bring the highest standards of service and expertise to everything they do.
‘Our aim is to make sure that every customer leaves happy,’ explained Paresh. ‘Both with their experience in store and the care they received, and with the fit and feel of the specs they purchased.
‘To ensure that we are doing this, we have carefully planned the customer journey in store, to ensure that it is as smooth and stress-free as possible. We put a huge amount of effort into training the team so that they take pride in what they do, which is reflected in their treatment of our customers.’
The Normanton store benefits from cutting-edge optical technology, including digital retinal photography, which takes a detailed image of the back of the eye – the only part of the body where the circulation of blood can be directly observed. Images can be compared on future visits to keep a watchful eye on a patient’s health.
‘We also use special software on tablets during the dispensing process, called digital precision eyecare, so that your chosen specs sit perfectly on your face in the most comfortable position,’ continued Paresh.
Getting feedback from the customers themselves is also a key part of this, to make sure we are understanding their needs and adapting our service if we’re doing something wrong.
Above and beyond
At Specsavers in Normanton, the team take time to ensure they are focusing on the needs of each individual that comes through the door.
This includes a range of language options available for customers for whom English is not their mother tongue, including Urdu, Punjabi, Polish and Gujarati.
‘We really embrace the fact that our community is multicultural, and we want to reflect that with the service we offer,’ said Paresh. ‘From the moment a customer enters the store, we have a responsibility to ensure we are giving them the best care possible, and this is one of the ways we can go above and beyond for our patients.’