Conversation key to making customers welcome

A shop at the heart of the local community owes its success to a close-knit team who say that listening to customers is key. Staff and volunteers at the Age UK Wyvern shop on Ambleside Drive in Warndon take pride in going over and above normal levels of customer service.

“Conversation is the heart of everything,” explains Denise Beauchamp, the longest serving member of staff, who has volunteered her time there for more years than she can remember. “We make time to have a friendly chat with every customer who wants to talk. We regularly have customers bringing in biscuits and cakes for us to say thank you for taking the time to listen.” The team feel that this attitude is what creates the welcoming atmosphere, which is obvious as soon as you enter the shop.

The need for this kind of interaction is highlighted by new research published in national Loneliness Awareness Week (15^th – 21^st June), which sadly reveals that 360,000 people aged 65 or more in England often go a week without speaking to family or friends₁. The same survey showed that just over a quarter of respondents in the West Midlands often feel forgotten. Statistics like these show the importance of friendly local shops, which sometimes provide the only social contact an older person might have in a week.

The Ambleside Drive shop, which has been on the site for over 25 years, is mainly staffed by volunteers but co-ordinated by manager Dawn Salt. The team feel that close working relationships and good communication make everything run more smoothly.  “I would have to say that Dawn works wonders in this shop,” comments Denise.  “We all listen to the customers who want to talk but when we need to talk ourselves, Dawn is there for us.  We’ve all been through thick and thin together.” Amy Adams is the newest volunteer at the shop and has this to say: “I’ve only been here a year, but I feel part of a team. I’ve learnt from the best”.

Proceeds from the shop support Age UK Wyvern, which offers a range of services to combat loneliness such as walking groups, social clubs and Help at Home support. Anyone wanting to meet new friends and learn new skills is warmly invited to join one of our store teams as a volunteer.

₁Age UK analysis of wave 11 of the English Longitudinal Study of Ageing, scaled up to the England age 65+ population using ONS mid-year population estimates for 2024.