B&Q had redefined their brand manifesto as "THE Helpful Home Improvement Company" which meant a significant behavioural change for the store staff and they approach customer service. There was also a need to focus on driving sales conversion rather than number of sales leads.
B&Q selected First Friday to design a flexible modular training solution using an internal advocate model, which would gain commitment to change and deliver new service skills and behaviours.
First Friday created the 'Putting the Helpful into Service' programme which included designing engagement briefings, delivering Train the Trainer to internal advocates, developing bite-sized service skills workshops, and producing an in-store toolkit of learning resources designed to embed and sustain the new skills and behaviours.
The Train the Trainer workshop enabled selected advocates to cascade the service sessions to managers and colleagues alike. Learning was brought to life with toolkit elements such as manager's coaching sessions, skills practice cards, and self- directed learning cards and observation forms with the aim of empowering managers to have open and honest conversations with their team members around service.
Over 100 advocates successfully cascaded the programme to teams across the country.