Performance in People has been working with Protyre since 2011, running a regular video mystery shopping, telephone mystery shopping, and report-based mystery shopping programme. We also run annual Customer Service Training for the Protyre network incorporating Coaching & Behaviours for Service Excellence (CBX) and bms® workshops. This holistic approach to combining regular mystery shopping and training activities is the key to a successful and sustainable performance improvement programme, which ultimately provides an even better customer experience.
"Having established a good operational discipline in my business that was performing in line with the market I was looking for the ‘X Factor’ that would move my business to the next level. I believed that I had the right people in my team and that ultimately they would be the ones would make the difference. They were technically good and very disciplined but we lacked the X Factor and we did not have full commitment at all levels.
Working with Performance in People and in particular the Continue and Begin® coaching model we have made very significant progress. We have far greater ownership of issues at all levels and real commitment to improve our performance. It is not uncommon to hear comments like 'The Continue and Begin® coaching tool has changed my life both inside and outside of work! Our business results have improved in a very tough market and I am certain that our involvement with Performance in People has been a key factor."
Simon Hiorns, Retail Director at Protyre