Caseys

After a few strong years of trading, we sensed the market was tightening. Mystery shop audits in both our stores confirmed there were real gaps in our sales process, and that was the catalyst for looking outside for help.

We'd seen Furniture Sales Solutions mentioned on LinkedIn, and heard positive feedback from other retailers who'd worked with them. Those references made the decision straightforward.

FSS have a proven approach, and rather than ask them to tailor it around us, we put our trust in Adam and his team to deliver the programme that works - everyone attended, from our MD to our newest salesperson.

The results have been consistent. Our monthly mystery shop scores are now 95–100%, our average order value is up 10% on before training began, Guardsman policy sales are up 98.7%, and mattress protector sales are up 388.8% on the same period before we started with FSS. The only thing that's changed in that time is FSS.

We've also had unprompted praise for our team's service on Trustpilot, and the training has shaped daily habits like our morning floor meetings and weekly product-champion sessions. Some of it can't be measured in numbers, but being on the shop floor, the difference in the team's awareness and confidence is obvious.

We signed up to a three-year partnership with FSS and we're halfway through it now, with every intention of continuing well beyond. Working with FSS is like having a mentor on hand with decades of industry experience to draw on.