TRANSFORM YOUR TEAM’S CONFIDENCE AND YOUR CUSTOMER EXPERIENCE
From the creator of the internationally delivered Magic Service Academies with more than 30,000 retail and hospitality staff trained across the UK and Europe.
What Magic Does?
-
BETTER CUSTOMER INTERACTIONS
-
HIGHER SALES
-
FEWER COMPLAINTS
-
HAPPIER STAFF, BETTER RETENTION
Delivered across Europe’s leading retail centres — 7,000,000 ft².
Magic was originally developed and delivered in a series of Service Academies located inside major shopping destinations including;
Meadowhall – Sheffield
CentrO - Oberhausen
Si Centrum - Stuttgart
Liffey Valley – Dublin
Mahon point – Cork
Five additional UK shopping centres
Over 30,000 staff trained in confidence, customer engagement and positive service behaviour.
Why is service so bad?
( Research from 100,000 customers and 2000 staff – business blueprints)
Staff equate politeness and smile with good service.
Customers prioritise cleanliness, speed and competence.
Retail staff have low academic achievement levels.
They lack confidence and self esteem.
Low levels of training – only 17% trained in year one.
High staff turnover – 42% quit after 90 days
What matters to guests?
Cleanliness
Service
Atmosphere
Food quality
Value for money
Great Service = High Average Spend x High Visit Frequency = High Lifetime Value
The Magic Programme
10 modules adapted from senior management courses Stephen attended during his 60 years employed by major companies in marketing rules from product manager to marketing Director. The adaptations were undertaken to make the modules appropriate for entry-level retail and hospitality staff.
1. Would I Lie to You?
Demonstrating candidates ability to deceive.
2. Maths
Instant multiplication, it’s all a trick!
3. Speed reading
Double or triple reading speed
4. Juggling!
Yes, juggling!! Failure always precedes success.
5. Memory
Visual imagery creates retention.
6. Body language
Gaining confidence under stress.
7. Communication
Learn to listen.
8. Assertiveness
How to say “no “
9. Mind mapping
Embrace public speaking
10. Creativity
How to develop wild ideas.
About Stephen Logue
Economist
Marketing career – ski yoghurt, McVities biscuits, GrandMet retailing
Founder of business blueprints – research-led marketing consultancy
Owner/operator of over 20 restaurants.
Creator of the Magic Programme.
Establishment of over 20 Academy in the UK and Europe.
Brighton and Hove Council’s hospitality partner.
Author of “better service, better sales – by magic”