Try Buying From Yourself. You Might Not Like What You Find.
A little while back my wife and I drove up to Ettalong Beach for a weekend away. About two and a half hours from home. We got there around 11.30 in the morning and asked the person at reception if they could recommend somewhere good for lunch. They pointed us to a place called Chika […]
You Have No Idea What’s Happening in Your Regional Stores
Here’s a stat that always gets me. Australia is about 4,000 kilometres from one side to the other. It takes five to six days to drive it. And yet 85% of the population, around 26 million people, live within 50 kilometres of the coast. That leaves roughly three to three and a half million people […]
Why the Friendliest Service Isn’t Always the Best Service
I was out in a country town in Western New South Wales a while back, and it struck me how friendly everyone was. People say hello on the street. You walk into a cafe and it’s warm, it’s welcoming, properly country hospitality. The kind of thing you don’t get as much in the city. And […]
Where Is Your Sales Process Actually Breaking Down?
I had a potential client call me recently. He wanted to evaluate what was going on with his sales staff. Why weren’t they converting? What were they doing wrong in those final conversations with customers? It’s a reasonable question. But it was the wrong one. When I walked him back through his process, the full […]
Your Best Reviewed Store Isn’t Lucky. It’s Compliant.
Ever looked at your Google reviews across your store network and wondered why some locations consistently get glowing feedback while others seem to attract complaints no matter what you do? Most operators put it down to location. Or the local customer base. Or just having a good manager in the right place at the right […]
Your Best Store Might Not Be Your Best Store
I’ve had this conversation more times than I can count. A client comes to me and says, “Look, we’ve got a real problem at this location. But that one over there is fine, we’re not worried about that one.” We run the evaluations. And more often than not, they’ve got it the wrong way around. […]
The One Metric That Changes Every Big Ticket Sale
If you sell big ticket items, here’s the uncomfortable truth most businesses don’t want to hear. You probably have no idea if your team is actually closing sales. Not because they’re doing a bad job. But because most businesses never measure what actually matters. Selling a coffee is easy to track. Customer walks in, orders […]
What Most Brands Get Wrong at Launch
When you’re launching a new store, it’s easy to get swept up in the excitement. New branding. Fresh uniforms. Fully stocked shelves. You’re ready to make a splash. And then comes the question every retail leader eventually asks: “Where do we start with customer experience measurement?” Surveys? QR codes? Net Promoter Scores? Not yet. Why […]
Your Restaurant’s Cleanliness is Judged in One Place (And It’s Not the Kitchen)
When customers step into your restaurant, they don’t just judge you by your food. They judge you by the details—your service, the atmosphere, the overall experience. And whether you realize it or not, there’s one unexpected place that shapes their perception the most: the restroom. Think about it. How often do you hear someone return […]
How Many Mystery Shops Do You Really Need?
When it comes to mystery shopping, one of the most common questions I hear is: How many shops should we do? It’s a fair question—but the answer is one that no one really likes: It depends. And it depends on quite a few things—your goals, budget, and what you’re trying to uncover. Whether you’re running […]
Launching a New Store? Here’s What to Focus on First
Launching a new store is exciting—and overwhelming. Whether it’s your second location or the start of a nationwide rollout, there’s one question that always comes up: Where should you start? A recent conversation with a client reminded me how often businesses overcomplicate this phase. They get bogged down by endless metrics: Net Promoter Scores, customer […]
Why Luxury Brands Want You to Wait: The Strategy Behind the Line
The Power of the Line Imagine walking past a luxury store with a queue stretching out the door. For some, it’s an inconvenience. For others, it’s an invitation. After all, if people are willing to wait, it must be worth it—right? This isn’t bad service. It’s deliberate strategy. Luxury brands have mastered the art of […]