"From June to September 2019 Central Landscapes commissioned Harrowfield & Associates to undertake Customer Service Experience work with our franchisees and their teams. The objective was to develop a Customer Service culture across the entire franchise and empower key sales people to develop their best sales skills. This initiative needed to reinvigorate valuable staff who have been with us for several years and also initiate newer staff into our Central Landscapes’ ‘sales culture.’ As well, we needed to provide the yard owners, our franchisees, with skills to manage both the rollout of our programme and the ongoing implementation.

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"We’ve been impressed with the programme detail that Harrowfields have brought to the tailoring of this work for us: there has been a strong concentration on training sessions and visits to ensure every member of Central Landscapes has been trained. Sam has shown empathy with our staff and a great grasp of our business.  He has instilled greater confidence in those at the counter  (and beyond) to ask questions of our customers, so each customer can be assisted to achieve their best garden. 

"Sam is also the author of Central’s new Sales Playbook, which is our sales manual that all our staff can use, both on joining the Group and as a constant refresher of our service standards and our products.

"Central Landscapes is appreciative of the work by Harrowfields and we can already see our customer sales behaviour achieving a higher standard."

 

Heather Tait

Marketing Manager