Transforming customer experiences to drive business success
Connect with your customers and grow sales through strategies and training
I know running a business is hard… and then you add customers… We love them, we find them challenging, but ultimately, we need them. They are the key to your success. And do you know how to encourage that success? (Hint: it’s not bribery…). If you answered, with an exceptional, personalised customer experience, you’re right!
Did you know that the 2024 UK Customer Satisfaction Index found that customer satisfaction is the lowest it’s been since 2010 (for context, that was when Jedward were in the Top 10…)? Customers are missing that personal connection, that friendly face when they walk through the door, that expert knowledge that you and your staff can provide. But don’t worry, for you, this means that there is a golden opportunity to focus on elevating your customers’ experience, and stand out from the crowd.
How do you feel about answering the following questions?
- Do you know the journey your customer goes on when they interact with your business? Have you mapped it out?
- Do you know what your customers say about your business? Is it good, bad or indifferent?
- Do you know how to deliver the best customer service that turns customers into loyal, raving (and returning) fans?
- Do you feel like you’re constantly competing with online retailers and not getting anywhere?
If you’re unsure, or answer any of these questions with ‘no’, you’ve come to the right place! Let me introduce myself…
Hello, I’m Sarah! It’s so lovely to meet you! I am a Retail and Customer Service Consultant with over 30 years of experience in various roles and industries. So I’ve seen and experienced a lot… and I still love it! I am now on a mission to help small, independent high street businesses like yours to stand out, shine and thrive. I want to help you create amazing customer experiences that encourage everyone that comes into contact with your business to become fans, and tell everyone they know about you!
I’ve always been passionate about the charm of the British high street, and I’d love to work with you to help bring it back to the vibrant community-centred and supported place it used to be. Let’s chat about how we can work together to make your business the destination that everyone’s talking about.
So, how can I help you and your business?
Customer Experience
The experience your customer has with your business is the main determining factors as to whether they visit again. I work with you to understand your challenges and goals, then develop a bespoke plan, strategy and actions to elevate your customer experience.
Staff and Manager Training
The people on your shop floor are the frontline and most visible impression of your business. I provide training that equips your staff and management team with the skills and information to deliver consistent and effective customer service and sales.
Strategy
Your sales, retail and inventory strategies are key elements to support the customer experience. Together we will build effective and easy to follow strategies to optimise your sales and your space.
Why we should work together
- I have over 30 years of experience working in customer service and retail – in many varied roles and industries. This colourful work history gives me a multi-faceted perspective and versatile approach to challenges with an understanding that one size definitely doesn’t fit all.
- I come to you in person, in store, to see exactly how things run, get to know you, your staff and customers, and gain a realistic understanding of your business and what you want to achieve.
- I work with you on a completely bespoke service for your situation based on your goals. Together, we’ll create a realistic, actionable plan to grow your sales and keep customers coming back. Because no two businesses are the same, and your strategy shouldn’t be either.
Clients
Parnaby’s is a country-wear shop in Malton, North Yorkshire, that provides high end every day clothing and accessories as well as outdoor wear. With a legacy spanning 300 years, they deliver quality products catering to the needs of equestrian and country lifestyle enthusiasts.
Frequently Asked Questions
How can you help me with my business?
I help independent high street business owners elevate their retail management, customer service, and sales strategies. Whether you need staff training, a shop audit, or a plan to attract more customers, I offer practical, tailored support designed specifically for your business.
Do you only work with fashion businesses?
Not at all! I work with a variety of independent retailers, including gift shops, homeware stores, bookshops, and lifestyle boutiques.
Do you offer in-person or online support?
I can offer whichever service is more suited to your business needs! Whilst I believe that in person support is more effective for auditing and training, I understand that it isn’t always the best option for each business. I can visit your business in-person, or offer video calls, online training, and remote coaching, so no matter where you are in the UK, we can work together.
Can you help if I have a very small team, no team at all or teams in multiple locations?
Absolutely. No matter whether you’re running your shop solo, have a small team, or teams across multiple sites, I adapt my approach to fit your business size and needs.
What kind of results can I expect if we work together?
Clients typically see improvements in customer loyalty, team confidence and store presentation, which results in an uptick in overall sales. My goal is to help you run a more profitable and stress-free business.
Can you help me with the ‘business side’ of retail?
Yes, absolutely! My approach is friendly and straightforward, designed to help you gain confidence in managing your shop, even if you don’t have a business background.
Do you offer one-off sessions or ongoing support?
Both! You can book a single power session for quick advice, a tailored training package, or ongoing coaching for long-term improvements.
How much do your services cost?
Pricing depends on the level of support you need. I offer a free discovery call to discuss your needs and give you a clear idea of costs.
I struggle to take time away from my business—how flexible are you?
Very flexible! I can fit appointment times and my services around your business, including early mornings, evenings, and even Sundays by arrangement.
Contact Me
Send me a message and I’ll get back to you as soon as I can.
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