SPECSAVERS Paisley optometrist

Paisley optometrist puts the customer first

A newly-qualified optometrist from Paisley is one of 21 of his peers to be commended for a Customer First award.

Ross Kirk, 24, received a commendation in the national awards, which recognise exceptional customer service.

Ross said: ‘I was delighted but quite surprised to be nominated, as everyone in my store provides really good service. I do like to put in effort for customers and give them good service, so it was very nice to be recognised.’

Store director Gail Thompson said: ‘Ross always has a big smile, every single day. He makes the customers laugh and puts them at their ease. He’s also incredibly professional with everyone and is always 100% consistent.’

Ross and his colleague, dispensing assistant Martin Melrose, who also received a commendation, were nominated for the award after a customer asked to speak to a manager about the service they had given her.

Gail said: ‘The customer had been in and out of hospital with lots of eye problems and had had a significant visual loss, which she subsequently got back. The result was that she was very nervous about coming to the opticians. But both Ross and Martin made her feel really comfortable and at ease, and she was so grateful that she wanted to speak to someone about it.’

The same week the store’s receptionist also received a phone call from another customer asking to speak to a manager regarding the sight test that Ross had carried out on her daughter. The customer said she had never experienced such great service at an opticians.

Gail said: ‘We get a lot of positive feedback on our website, but it’s rare that customers ask to speak to a manager about good service, and that’s the reason I wanted to nominate Ross and Martin for the awards. I could already see what they were doing, but I wanted them to be recognised on a more formal basis.’

Ross started working for Specsavers’ Barrhead store while studying for his optometry degree at Glasgow Caledonian University. He moved to the Specsavers Paisley store for his pre-registration placement in July 2017 and became a fully qualified optometrist in October 2018.

He says he chose optometry as he wanted a science-based career and also liked the idea of working with customers. He said: ‘I always keep in mind that the person I’m seeing could be someone’s mum, dad, brother or gran, and if my mum was having an eye test I’d want her to have the best possible service. With that in mind I try to make everyone’s journey through the store as individual as possible.’

Gail Thompson continued: ‘It was lovely when we got these two commendations, which was lovely. It’s a testament to the whole team. From the students through to the professionals, they’re all brilliant. I honestly couldn’t be prouder of them.’

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