Break Away Case
Five-Star Customer Service in Retail
A $200 million superstore chain wanted to ensure consistent, high quality customer service as they quickly opened new stores across the country. We adapted our 5-Star Customer Service program to their environment and rolled it out to all existing stores. We also conducted train-the-trainer classes for the district managers, enabling them to deliver the 5-Star program as new stores opened. Now the customers receive consistently great service, and the 5-Star program is a standard part of the company's store opening procedure.

Break Away Case
Record-Setting Program Launch
Egghead Software, one of the largest software retailers in the U.S., wanted to leave the competition at the starting gates when a long-anticipated software product was finally released. Having trained their field management team on executing major rollouts, we developed a gutsy strategy: sell the new product below cost and train the store staff to recommend higher-margin, related add-on products. The key to success was the staff sales training, which we designed and delivered over a 10-day period nationwide. The result? The company reported its most successful and profitable product rollout ever - and the competition watched from the starting gates.

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