The Art of Welcome
Greeting, reading and approaching customers without pressure.
Find out moreRetail
Customer service training for premium retail
Customers can buy almost anything online. They come into your store for the experience. We help retail teams approach with confidence, tell your product's story and build customers who return.
The challenge
What we hear from retail
These are the problems that cost reviews, repeat visits and good people. They are also the ones that respond best to practical, on site training.
- Team members who wait to be asked rather than greeting customers
- Approaches that feel pushy, or no approach at all
- Browsers who leave without anyone learning what they wanted
- Loyal customers who are not recognised or remembered
- Different standards from store to store
How we help
Recommended for retail
Confident Communication
Product storytelling, questions that uncover needs and natural recommendations.
Find out moreService standards
One clear customer experience standard across every store.
Find out moreSignature package
Mystery shops before and after, workshops and floor coaching.
Find out moreWho we train
Roles we work with
We train guest facing teams and the leaders who set the standard, together or separately.
- Sales associates
- Personal shoppers and stylists
- Assistant and store managers
- Area and regional managers
Why it matters
The cost of getting service wrong
52%
Annual staff turnover in UK hospitality, more than three times the UK average of around 15%
Source: CIPD analysis of ONS data
32%
of customers will walk away from a brand they love after just one bad experience
Source: PwC, Experience Is Everything
16%
more is what customers will pay for a great experience
Source: PwC, Experience Is Everything
94%
of employees would stay longer with an employer that invests in their development
Source: LinkedIn Workplace Learning Report
Questions
Common questions
Do you work with independent shops?
Yes. Our workshops work just as well for a small boutique team as for a multi store business.
Can you run mystery shops?
Yes. Mystery shops are included in our Signature and Partnership packages, or available through our consultancy.
Will this help sales?
Better conversations lead to better sales. We agree measures with you up front, such as conversion or average transaction value, so you can see the difference.
Training for retail, built around your venue
Tell us about your business and what you would like to improve. We will reply within one working day to arrange a free, no obligation conversation.