Subject: Professional Customer Approach


  • Business is declining sharply
  • Loss of customers for unknown reasons
  • Explore new market opportunities
  • Standardize primary processes
  • Focus on customers as a prime objective


  • Mystery Shopping in 23 stores
  • Evaluation and management presentation
  • Defining new goals
  • Create a procedural concept
  • Comprehensive front-office training for 800 employees

Customer’s benefit

  • Professional and uniform appearance
  • Customer feels taken seriously
  • A new sense of belonging and an improved performance among employees is created
  • Sales increased by over 25% within a year
  • New markets were successfully integrated