Mary: Queen of Shops: this isn't about Money!

Posted by: Jan 19, 2011  

I have just seen the Channel 4 programme on customer service in the High St.

In the Pilot shop they focused on, there was a lot of money invested in the changing rooms to make them flashy: yes, on checking facebook, it seems that, since the programme was filmed, customer service in that shop has fallen back to the previous DIRE levels.

This isn't about money!

This is about simple things (that usually cost little or nothing) done very, very well. Just look how Richer Sounds do it! Nothing flashy in their stores!

Come on: get real!

Get your customer focused mission right, know your customers' REA needs, Go the extra inch, and measure and incentivise!

This isn't rocket science!

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