Services

Communication skills + Storytelling

Once this principle is established, teaching better communication enables employees to determine.
the ideal way to engage every customer. Building on this, teaching them the principles of a great story and great storytelling instils confidence, enabling each employee to build their personal brand and adapt it to the brand story they need to tell.

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Selling is service

Selling a customer a product that meets their needs or enriches their life, is great service.
Confidence is one of the keys to great selling, and from there learners can explore how to create appropriate, value-adding encounters with customers, triggering the emotional response that will lead customers to buy with enthusiasm and to look forward to engaging and spending more with the store.

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Developing leaders

A large proportion of operational managers are ‘accidental managers’: good employees, having been promoted into their management position because of their technical strengths, rather than their recognised people-development abilities. These managers lack the vital skills needed to deal with the people side of leadership, in turn having a negative impact on employee productivity and engagement across the organisation.
Investing in a leadership development programme, providing a practically-focused toolbox of skills and developing confidence, is therefore one of the best investments a business can make in its employees.

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Creating an excellent service culture (Charters)

Large, dispersed organisations often struggle to turn a brand vision into a consistently excellent customer experience. This in turn impacts customer delight, loyalty and spend. A customer charter brings together your mission, vision, values, business model, quality standards and all the ways you support your employees to deliver the brand experience.

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Product knowledge

Ensuring employees have detailed, and regularly-updated, product knowledge is the final key to successful sales.

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Testimonials

Featured

Darlington Hippodrome

“Stephen, John and Catrina are a pleasure to work with. They bring to the table a great wealth of knowledge and experience from high-profile visitor attractions, but don’t apply a cookie-cutter approach. In order to deliver their incisive recommendations they took time to understand our business model, our building, our operations and staffing structures, our customer base, and what we were seeking to achieve.

Recommendations were delivered alongside a clear and structured path to implementation, and Stephen and his associates took time to talk this through with us and make sure we felt confident to proceed. We now have a clear, workable and measurable strategy to move forward with. We would not hesitate to recommend Stephen Spencer + Associates to other arts, culture and heritage organisations.”

Rebecca Howarth, Sales and Marketing Manager

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Chelmsford Museum

“I engaged Stephen to help me motivate and direct teams of staff across three different museums. Each has their own challenges to overcome to make the shops make increased contributions to the Museum. Stephen shared with us his philosophy and we could then draw on his broad depth of knowledge to help us determine our way forward. Moreover, as he has such a range of experience he was willing and able to talk with passion and enthusiasm about each of his experiences. This rubbed off onto the people being trained and by the end of the 2 day workshops they were feeling empowered and ready to make a positive contribution to their Museum.

I am currently feeding the fire of this new found enthusiasm and encouraging them to look differently at our customers and products, and really take ownership of this key service. It's early days but I'm confident through the learning we gained from Stephen's workshops our retail businesses will go from strength to strength.”

Shane Bartley, Basildon Borough Council (Chelmsford Museum) / ICT and Change Manager