+ Customer Experience
+ Visitor Flow
+ Visitor Charters
+ Customer Service Training

Start by putting employees in the shoes of a customer - themselves! Everyone is a customer and once they are engaged, a highly interactive training experience ensues.

The key is not to treat every customer as you would want to be treated, but as they want to be treated!

Services + products

Customer Experience Essentials

A motivational workshop, acting as an introduction or refresher to increase focus on delivering the best version of your brand experience to every customer, every time.
The session will reflect your Brand identity and refer to your mission, vision and values as appropriate.

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Selling is service training

Selling a customer a product that meets their needs or enriches their life, is great service. Confidence is one of the keys to great selling, and from there learners can explore how to create appropriate, value-adding encounters with customers, triggering the emotional response that will lead customers to buy with enthusiasm and to look forward to engaging and pending more with the store.
It’s a great opportunity to reinvigorate an existing team, and to increase focus on, and thereby consistent delivery of, your brand experience, with an enhanced emphasis on maximising sales and customer loyalty.

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Developing leaders programme

A large proportion of operational managers are ‘accidental managers’: good employees, having been promoted into their management position because of their technical strengths, rather than their recognised people-development abilities. These managers lack the vital skills needed to deal with the people side of leadership, in turn having a negative impact on employee productivity and engagement across the organisation.
Investing in a leadership development programme, providing a practically-focused toolbox of skills and developing confidence, is therefore one of the best investments a business can make in its employees.

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Charter development

Large, dispersed organisations often struggle to turn a brand vision into a consistently excellent customer experience. This in turn impacts customer delight, loyalty and spend.
A customer or visitor charter brings together your mission, vision, values, business model, quality standards and all the ways you support your employees to deliver the brand experience.

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Testimonials

Featured

Abbotsford

In the light of disappointing Trading Company financial losses, current and foreseeable challenging circumstances, and lack of time available to focus on commercial aspects during Executive Committee and Board meetings, the Abbotsford Board of Trustees approved the setting up of a Commercial Committee in October 2022.

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Chelmsford Museum

“I engaged Stephen to help me motivate and direct teams of staff across three different museums. Each has their own challenges to overcome to make the shops make increased contributions to the Museum. Stephen shared with us his philosophy and we could then draw on his broad depth of knowledge to help us determine our way forward. Moreover, as he has such a range of experience he was willing and able to talk with passion and enthusiasm about each of his experiences. This rubbed off onto the people being trained and by the end of the 2 day workshops they were feeling empowered and ready to make a positive contribution to their Museum.

I am currently feeding the fire of this new found enthusiasm and encouraging them to look differently at our customers and products, and really take ownership of this key service. It's early days but I'm confident through the learning we gained from Stephen's workshops our retail businesses will go from strength to strength.”

Shane Bartley, Basildon Borough Council (Chelmsford Museum) / ICT and Change Manager