IAA advice

  1. Improve the lighting around the till to better present your offering.
  2. Introduce uniforms for employees to ensure customers can easily identify staff.
  3. Write down and communicate clear customer-service expectations for staff.

Riki’s results

We had regular customers that we knew, but it felt like they didn’t know us. Since adding uniforms and name badges, we have created a professional outlook and our customer bond has increased. We are seeing more conversations taking place, and new customers returning. 

Our customers can view our products a lot more clearly since we improved our lighting and we have seen our sales increase. Staff are more aware of customer-service practices and have applied them effectively, and they have a better relationship with customers as a result.

Partner advice


Peter Johnson

Head of Network Development

Post Office

Keep shoppers coming back

Visit betterRetailing.com/academy-in-action to find ways to better serve your customers and how you can be a part of the next visit programme.

Find out what happened when the Post Office’s Peter Johnson met Newcastle retailer Riki Mhatre to discuss how to improve customer service and take his store to the next level.