Nick Wheeler, founder of Charles Tyrwhitt, said ‘You build and lose a business exactly the same way, one customer at a time.’ We agree wholeheartedly. You really do have to see customers as individuals. Treating them well, the way you would want to be treated and making sure they are nurtured is not only the right thing to do, it is also the best way to achieve loyalty, a good reputation and, ultimately, more profit. Great customer service is about putting the customer front and centre in everything you do. And these days, customers are smarter and have higher expectations than ever. Unhappy customers are more likely to rant on social media and, with customer reviews becoming a real decision driver, it’s not only your reputation that will be affected. It’s always easier and cheaper to retain a customer than to gain a new one. We use mystery shopping to tell you what’s really happening when your staff interact with your customers. We help you achieve service excellence and build long term trust and loyalty. We have 8,000 shoppers all over the UK which means we can always find the right shopper profile for your business. We’d love to have a chat to see how we can help you.