We have been shortlisted!
Tracy James Hearing is excited and proud to announce that we have been shortlisted for a Best Customer Experience Award at the Newbury Weekly News Best in Business Awards!
Newbury Weekly News describe the awards as “An event that celebrates success, innovation and people from West Berkshire”
What does customer experience mean to us?
Customer experience is very important to us, and is essentially what drives the business – in terms of quality of care, but also that clients feel listened too, that we meet their needs, and that they (and their families) understand and are involved in the care pathway as we go along. As we are often dealing with complex care needs and environments, or we are involved with multi-disciplinary care (e.g. children) – we need that quality of care and experience for a relationship of trust and long-term support. We also feel that we should thrive to offer something that the NHS doesn’t. We believe this is so, due to the therapies and range of hearing aids that we offer and that people who have hearing loss can be seen in a timely manner with continued care by the same individual. In terms of the private hearing aid market, we wanted to offer a different experience due to our knowledge and experience in the field, a service independent from hearing aid manufacturers and a move away from a sales-led business.
Clients who have their hearing aids with us will receive their wax removal free of charge, as well as ongoing aftercare. All our hearing aids come with a 5-year warranty. This provides a level of confidence both in the audiologist and the technology itself as something that is worth investing in – but it also means that all the care is undertaken in one place. We will arrange appointments so that wax removal and hearing aid care appointments can be carried out on the same day.
In 2022 we felt that it was necessary to have an additional clinic for people in the Thatcham area – so that their care needs could be closer to home. The Thatcham clinic has evening appointments available for those who work or are travelling further. Both Newbury and Thatcham clinics have disabled (level access).
Our business model is based on quality of care and ongoing aftercare due to our personalised service (clients see one audiologist over time), level of skill and experience of our audiologists (over 20 years each), 5 year warranty, free aftercare, free wax removal and long-term relationships. We felt we wanted to offer something different to high-street hearing aid chains. The majority of our services can be accessed in 1-2 weeks of the initial enquiry.
The awards ceremony takes place on Friday 12th April 2024
