The love of a customer is hard won and easily lost. The story of Scunthorpe optical assistant Jasmine Davis helping a customer with dementia is one such example of this – demonstrating the very highest levels of customer service.
People love people – people, like Jasmine, who have a passion to treat others as they would like to be treated themselvesHere’s Jasmine’s story…
Jasmine Davis, 19, is an optical assistant in a busy opticians store in Scunthorpe.
She began as an apprentice, and is now studying for her Certificate 3 (optical) qualification.
She says loves working for Specsavers. Jasmine is also learning to drive. One morning, before her shift, she was having a lesson, making careful progress around the streets of Scunthorpe. Suddenly she slams on the brakes as she has seen an elderly gentleman fall and cracked his head on the concrete cobblestones at the other side of the road. Jasmine’s instinct to help kicks in.
Lesson forgotten, she leaps out of the car. It is as she kneels down that she realises she knows him. It’s one of her customers, a lovely chap who suffers from severe dementia. In fact, she’d dispensed his glasses just a few weeks earlier. He is in a pretty bad state, but Jasmine stays with him and soothes him with comforting words until the ambulance arrives. It helps that she remembers his name, and can use it to strike a spark of recognition.
Then she goes in to work for her shift. She apologises to her director and her colleagues for being late – can you believe that! That’s the kind of person she is.
The gentleman, bandaged up, comes in later that same afternoon with a neighbour. The neighbour says that the old gent has lost his glasses in some kind of accident, and can’t see very well without them but that he doesn’t know any more details than that.
The old man can’t remember any of it, even when Jasmine reminds him what happened. He’s in a bad way and clearly needs someone from his family to help when he goes home, but there are no contact numbers on his file and he can’t remember his daughter’s name.
With all the patience in the world, Jasmine sits with him, holds his hand, and finally coaxes from him the name of a granddaughter, so that his family can finally learn what has happened.
Jasmine said: ‘I cried when he went home, because he still looked so vulnerable. I cried because we were able to help him a little bit, and at least make sure he got his new glasses.’
Jasmine regularly sees the man around town and she waves and says hello. He hardly knows anyone in the world any more, but he feels as if he knows Jasmine – he just doesn’t quite know why. He smiles back, anyway.
He has never forgotten quite how meeting Jasmine made him feel.
Each day we wake up and try to ensure Specsavers systems are effective, highly disciplined and efficient. With our business model and more than 2000 partners worldwide, we all understand the need to deliver the core components of great optical retail. But amidst the efficient processes, we remember this simple fact: people don’t fall in love with a logo, green or otherwise. People love people – people, like Jasmine, who have a passion to treat others as they would like to be treated themselves.
The love of customers is, of course, easily lost and hard earnt – by people like Jasmine, who perhaps maybe one of our partners of the future.
In trying to decide why she stopped to help that old gentleman in his time of need, and she related it to her own family.
‘When I saw that he needed help, I knew I had to do what I could,’ she said.
‘A member of my family has dementia, and I know that if they had a fall, I would want to know that someone was around to make sure they were OK.’
Jasmine – 19 years old – still learning about optics – still learning about driving. Nothing to learn about compassion and love.
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