Eastern European Retail Sales in a penetrated market is tough stuff! Complicate that with a Retail Sales model that was radically different in each of the 35 stores in the country, and you see what a difficult situation our client was in.

• The Customer Experience was inconsistent and at best, was described as a "Friendly Trip to the Dentist!"
• Staff were indifferent
• The physical environment was depressing.

In short, the situation was a disaster and the company Board of the Mobile Communications Service Provider was considering closing the channel down and outsourcing retail sales.

The CompassPeak Solution:
Borrow a page from the best airlines in the world: a simple Check List and a "Flight Simulator". Every aspect of the desired Customer Experience was designed and scripted. The physical environment was completely overhauled and energized. Team Members were thoroughly trained and retrained again in simulated sales and customer interaction situations. And a "Pre-Flight" and Post-Flight" checklist was developed and implemented.

Every morning, the Store Leader would take the team through a simple but critical Pre-Flight Checklist for delivering the Customer Experience that day. The checklist was then signed by the entire team and filed for future inspection.

At the end of each shift, there was a Post-Flight meeting and checklist to discuss wins, losses, learning's and opportunities to improve. This information was then shared across the business to the other stores for best practice implementation.

The Results: a 350% increase in month over month sales from the previous year (when penetration rates were significantly lower). Record Customer Satisfaction results. Happy Team Members with bigger bonuses.