I love working with local family businesses. We started by reviewing existing practices. With what we found, we worked on improving the customer experience; out of hours responses; more accurate quotes; and built a new and better team. Carol was the work horse supported by her brother Peter. implementing the ActionCOACH recruitment system and finding some great staff from a well know retailer with great customer facing qualities.
With a new team, all the basics were done well without prompting – like planning the week’s work; keeping the cars in supreme condition; and treating the grieving family with the upmost respect. The team took pride in the way they looked and the responses from the families. They even improved the tips they received.
There was a significant increase in the number of funerals and funeral plans sold ensuring more local people had the peace of mind they wanted in old age. Over 18 months, revenue increased by £400,000. Even though the client never thought they did enough after our coaching sessions, the evidence showed great change and a far more profitable business.
