Scooping the title in the Best Customer Service category, judges applauded the family firm for its astonishing customer service and the implementation of systems which show customers how much they are valued.
The National Entrepreneur Awards 2020 were due to take place in Birmingham in March, with Britain’s Got Talent host, children’s author and comedian David Walliams set to host. With the event cancelled due to COVID-19, Dipple & Conway instead accepted the trophy at their Castle Street practice.
Matthew Conway, director of Dipple and Conway comments; “Our vision has always been to deliver a first-class customer experience while setting a benchmark in clinical excellence, and it’s these two values which underpin everything we do. To receive national recognition is all credit to our team.”
“We treat every single client as a life-long, loyal customer, and aim to deliver VIP treatment to everyone who steps into one of our practices. Although this year has certainly thrown us all lots of challenges, we have quickly adapted to ensure we maintain a consistently high quality of eyecare. Making sure our clinical team are available for those clients who need us most, we have also launched home deliveries, over the phone and video consultations, and offered urgent appointments seven days a week.
“The duration of appointments has also been extended to enable social distancing and deep cleaning in between clients. Pre-COVID-19, our model has always been about delivering a quality service and not cramming in large numbers of appointments. We never want people to feel rushed, instead taking time with individuals to ensure they get the best possible clinical care and personalised customer experience,” concludes Matthew.
Nigel Botterill, CEO of the Entrepreneurs Circle added; “It is clear that Matthew and his team really understand the value of quality of care and this sharp focus on the customer first and the determination to provide the very best service is reflected in client feedback.”
Sending our warmest congratulations to the entire Dipple & Conway team.
Head to www.dippleconway.co.uk or click here to view examples of our work for Dipple & Conway Opticians.
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