Service is the ultimate competitive advantage in retail - are your people good enough to deliver it?
Because many retail staff experience low self-esteem, the service they offer customers is often poor. This impacts on sales, either through poor conversion or low repeat purchases. To explain this negative mindset and to help reverse it, I've written Magic for Malls.
Magic™ is a programme that allows people to develop self belief, giving them the courage to explore new talents, experience failure and persevere until they succeed. Through that success they are inspired to deliver service excellence.
The programme has been shared with 30,000 retail employees across Europe and has led to myriad customer care awards, and to thousands of, mainly young, people finding their 'talent'.