All glitz and no substance

Last night we were watching Michael McIntyre’s Christmas Comedy Roadshow with Rhod Gilbert telling the story of his toothbrush. (It’s very funny and if you’ve never seen it you can watch it here. Whether it’s a toothbrush, socks or earmuffs, I’m sure we’ve all had similar disappointments; you receive the most amazing looking gift, beautifully […]


Batteries not included

How to get your customers spending more and thanking you for it One of the ways to grow your sales is to increase the spend of each of your customers each time they visit or buy from you. They’ve already bought from you so they now know you, hopefully like what you have offered them, […]


Are your team ruining all your marketing efforts?

It doesn’t matter how much you spend on your marketing strategy, how great your SEO, how complimentary your online reviews or how many thousands of pounds you spend on your refurbishment. At the end of the day if your customers get anything less than great service you won’t retain them and you’re back to square […]


Creating Loyalty with Exclusive Offers

Don’t you just hate it when you see that a company where you’ve been a loyal customer offers exclusive deals that are available to ‘new’ customers only? What happened to rewarding loyalty?! I’ve had two just this week, and although I can see the reason they do it, all it does it makes me want […]


Complaint Handling

Do you see complaints is a good thing? How engage your team in complaint handling Getting feedback from your guests is essential to gauge whether or not what you offering is right for your target audience. Whether it’s positive or negative and whether you agree with it or not is key to your success. So […]


5 Keys to Customer Loyalty

Why is loyalty important There are only 3 ways to get more sales – get new customers, get customers to spend more, and get customers to come back more often.  Most businesses focus all their marketing efforts on the first option of getting more customers and miss the easier option of getting more sales from […]


Coming up smelling of roses

I love my little convertible at this time of year and being able to drive around in the Surrey and Sussex countryside with the top down and taking in the fresh air and hearing the birds sing. There is a downside though – it means you don’t have a buffer between you and some of […]