Case Histories

See How J. M. Ridgway has helped other businesses like yours.

INCREASE CUSTOMER LOYALTY

A multi billion dollar retailer and manufacturer

The strategic sales objective of this company is to increase sales per employee
within company owned stores.

Their goal is to train their employees to be SALES ASSOCIATES, rather than
clerks who simply ring up orders. This client also believes that customers
appreciate a business where employees have been trained.

More specifically they utilize our services to:

	Verify knowledge and sales abilities of their Sales Associates
	Revise and adjust sales and service training
	Evaluate performance of their employees

A food and beverage retailer

This Ridgway client is in a business where there is the potential of a great deal
of repeat business. They know that if they are able to establish and maintain
high service standards and customers are treated well, these customers will keep
returning.

We helped them objectively define what excellent service would look like for
their business. We also assisted them in developing a way to measure the level
of desired service through a point scale designed around the success factors
specific for their business.

In addition, J. M. Ridgway Professional Shoppers visit their stores on a regular
basis to:

	Ensure continuing high quality service
	Determine if their customer service training is producing desired results
	Verify if employees are conforming to company policies including the purchasing of alcoholic beverages
	Produce ongoing management information

A national travel services company

This client has learned through experience that it is critical to their long-term
success that their customers TRUST them because if they do, their customers
will return again and again.

They utilize our services to:

	Confirm their Travel Counselors are gaining the trust of their prospects
	Verify the counselors are in fact asking for the order
	Revise and adjust training and re-training sessions
	Measure progress by individual office and for the company overall

MOTIVATE YOUR EMPLOYEES

Big league sporting franchise

Our client's goal is to foster and develop good attitude employees. They utilize
our services to identify and reward good employees based on the results of our Gameday Reports.

On a monthly basis, our client has their top-rated employees appear on the
playing field before a Saturday game to be recognized by the stadium
announcer for their superior job performance.

High end national specialty retailer

This client's goal is to help ensure that their most valuable employees feel appreciated and stay with them.

Our research information identifies whom they want to retain. They also
conduct regular employee reviews where they communicate and stress the
POSITIVE aspects of the information from our research.

As a result, employee turnover has substantially decreased.

National transportation company

Goal is to improve customer service by installing a bonus incentive program
to reward best performers.

They utilize our services to provide timely information on point of sale
customer service, as well as food quality, service and terminal cleanliness.

Award lapel pins are proudly worn by employees to indicate a job VERY
well done. Everyone knows this employee goes the "extra mile." These
awards are highly sought after by the employees of this firm.

High end national grocer

This client's goal is to develop a positive work environment conducive to
fostering stellar employee performance.

They utilize our services to help ensure that the work environment is safe,
healthy and pleasant for both employees and customers. Our client tells us
their employees smile because they enjoy their work, not because they are told to!

IMPROVE YOUR COMPETITIVE POSITIONING

Large national rail transportation company

Their goal is to make their form of travel the most comfortable, friendly,
and hassle-free of all consumer choices.

They utilize our services on a daily basis to determine if they are achieving
the travel choice objective by ensuring:

	Their rail cars are up to their cleanliness standards
	High quality service from their conductors and ticket staff
	Proper enforcement of the American Disability Act laws

A specialty regional retailer

This client's motto is "Treat a customer right and you will earn a customer
for life!" This company's experience is that satisfied customers tell others of
their positive experiences, which helps drive their business.

Our client's management uses our monthly research reports to:

	Evaluate performance of individual stores
	Gauge effectiveness of satisfying customer needs the first time they enter the store
	Evaluate the effectiveness of their Sales Associates
	Track month to month progress levels of their customer service program and overall competitiveness

Industry leader, national retailer

Goal is to remain the industry leader and maintain their competitive positioning. They utilize our services to:

	Determine trends by store and region through monthly performance scores
	Evaluate level of personalized service, particularly with their large number of regular customers