Respecting Spectacles
The independent opticians on their upcoming anniversary.
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Respectacle Company celebrate ten years in business next January. Here, Alison Price talks about what it was like to begin the journey, and their plans for the future.
Can you tell us about the very beginnings of Respectacle? Opening an optical store was always a dream for my husband, Rob, and me, as we both have extensive experience in the optical industry. After conducting thorough research on the surrounding area, we concluded that Market Harborough was the ideal location for our business. We took over an existing practice called T J Hanby and were excited to invest in a well-established business, known for its excellent customer care and highly regarded optometrist, Tim Hanby. We feel fortunate that Tim’s existing customers welcomed us with open arms, and we greatly appreciated their support as we introduced new collections to Respectacle Company, and the wonderful community of Market Harborough. Over the past ten years, we’ve built a strong reputation, attracting customers who travel from far and wide to explore our eyewear collections and enjoy the high level of service we provide. How do you differentiate yourself from the larger, well-known chain opticians? There are many optician chains on the high street today, but we are completely different. I believe there is a place in the market for everyone, and our customers come to see us for many reasons. They appreciate the continuity of seeing the same professional staff each time they visit – many have become friends, and we take the time to learn about their lives, families and individual interests. At Respectacle Company time is not an issue, and we pride ourselves on providing a very high level of customer service and care. We don’t have deadlines or targets to meet. Instead, we take the time to understand our customers’ needs and lifestyles so we can advise on the best solutions available for their eyewear and eye health. We have invested in hospital-grade equipment and frame collections that you won’t find in high-street optical stores. What are some of the biggest challenges that independent opticians face today? The biggest challenge is the perception that we are more expensive than the large high street chains. They have substantial marketing campaigns, and it can be difficult for us to communicate our value to the general public. While we may not always be the cheapest, we provide a high level of care along with the best quality products and aftercare. It’s where we excel. Our customers recognise the value we bring, as evidenced by the latest Which? large-scale consumer survey, which rates independent opticians as the best, with an overall customer score of 88%. What is the most rewarding part of running an independent practice? Having the autonomy to offer what we believe our customers need and not being restricted by rules and regulations from a head office based somewhere else that does not understand the needs of your customers. We tailor our frame collections and optical lens solutions to suit the demographic of Market Harborough and surrounding areas, and our customers appreciate this dedication. How have customer expectations and needs changed over the years? I don’t think customer needs have changed; however, people’s expectations are evolving. Customers today are more conscious about getting better value for money, which we understand and have always prioritised. Our customers expect to invest in a quality pair of spectacles that not only enhances their vision but also makes them feel good while wearing them. What is the most rewarding part of your job? Probably when customers collect their new glasses. We love seeing their excitement, not only in terms of how their new glasses look but also how well the optical lenses enhance their vision. Every member of the Respectacle team works hard to provide the best solutions for all our customers. In recognition of that hard work, we have recently won two coveted national eyewear awards: Frame Styling Practice of the Year, and Eyewear Retailer of the Year. And we also won an award for the Best Christmas Window in Market Harborough, which was just as exciting and meaningful! What advice would you give to someone interested in a career in optics? I would say, go for it! You will need a passion for eyewear and high-quality customer care. It’s hard work, but it is immensely fulfilling. Make sure to obtain proper training and be prepared to continue your education throughout your career. For more information visit respectaclecompany.co.uk or pop into their Manor Walk store and speak to Alison and the team.
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Issue 25
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