Hendy Group has launched a new Excellence Programme aimed at developing the capabilities of more than 400 sales-focused colleagues as it looks to further enhance customer experience and showroom performance.
The family-owned dealer group said the investment forms part of its wider strategy to equip sales teams with the autonomy, skills, confidence and tools required to increase showroom conversion rates while maintaining consistently high levels of customer service.
The two-part programme has been developed by business transformation specialists Akeno in collaboration with Hendy.
The rollout began with colleagues completing an in-house developed two-day Customer Excellence Programme, followed by a Sales Excellence Programme.
Akeno will deliver 54 in-person courses to more than 430 sales colleagues before the programme concludes at the end of Q1.
It will then become an embedded part of the Hendy Academy, ensuring all future sales colleagues complete the training as standard.
Long-term capability, rather than short-term gain
Kerry Thompson, chief executive at Akeno, said: “Hendy’s focus on people, process, and long-term capability, rather than short-term gain, is really setting it apart.
“We co-created this development programme to be different.
“There’s not a single PowerPoint in sight, and there’s no generic waffle; every facet is tailor-made specifically for the sales teams across the Hendy Group so that every colleague leaves feeling empowered with new skills that will deliver an immediate benefit.”
Duncan McPhee, chief operating officer at Hendy Group, said customers are no longer following a linear path to purchase
He said: “They come through the showroom doors informed, connected, and expecting a seamless, high-quality experience.
“That is what the Programme is designed to address.
“As a business, we must continue to evolve our sales processes and enhance the customer experience if we are to maintain our reputation as a trusted retailer of quality products.”
McPhee said that as colleagues complete the programme, the group will be able to ensure alignment across all sites and brands “to deliver a consistent and modern customer and sales experience”.