TESCO

The Challenge
The UK’s leading retailer had always been rightfully proud of its customer service – but the big challenge was to deliver great, natural service consistently across such a large organisation . This meant making a radical shift in the training of staff. They were already good service providers; now we needed to embed a true service attitude into the hearts and minds of 220,000 staff in 700+ stores.

The Solution
We created our ‘Living Service’ change programme, currently being rolled out throughout the UK. We created three simple but incredibly effective core ‘service expressions’ which have become the cornerstone upon which staff deliver great service.

Results
So far, the 400 Living Service stores have outperformed the rest by 20% and the Board is delighted at ‘the genuine emotional loyalty and motivation’ that the programme has released among staff.. “This will be a source of sustainable competitive advantage, and something our competitors will find hard to copy”. In addition, being 1st for customers has increased by 22% and staff morale has improved by 17%.

ACCOR HOTELS

The Challenge
Transforming service from “Good to Great”. Accor, one of the biggest hotel chains in the world, chose Impact to help them improve the service experience in their Ibis chain of hotels. Helping their hotel teams deliver great service to every guest, every day, every stay!

The Solution
A journey from “good to great”. Starting with the creation of a Service Vision and a set of 5 key behaviours together with 15 actions as a basis for great service. Experiential training in the basics of good to great service was delivered in hotels up and down the country and creativity was used to deliver improvements to the recruitment & retention process, induction, rewards and measures. Managers were also coached in the art of Service Leadership.

Results
We saw a 10% increase in average hotel occupancy rate, managers developed into Service Leaders engaging staff to deliver a consistent service experience throughout the hotel chain and an increased conversion rate of “non-regulars” to “regular” guests.

HABITAT

The Challenge
The prestigious home furnishing retailer wanted to capture and build on their existing service ideas to create a portfolio of initiatives that stores could tailor to their individual needs.

The Solution
We worked closely with the managers and staff of the retailer’s most successful stores to identify the existing great service measures, generate new ideas and from these harvest the favourites.  These ideas were then tested and measured in a pilot store where the customers were known to be some of the most demanding. 

A combination of physical and behavioural initiatives, that had an impact on customers, staff and process, were adopted.  For example: The “Service Pledge”, generated by staff through fun workshops, guarantees a great service experience – both for customers and staff.  “We’re Famous” keeps employees up to date with press coverage and gives them stories to share with their customers.

Results
Within 3 months the pilot store experienced a 24% increase in the mystery shopper scores and a healthy growth in weekend sales.  “The service project has unveiled many missed opportunities within the company… We are now seeing a great improvement to morale, energy and momentum, and have a service platform we can continue to build on.”