FISH! Philosophy at The Perfume Shop
Our people and their personalities definitely make us who we are, and this is led by the FISH! Philosophy.
For those who may be unfamiliar the four principles are
- Make their day
- Be there!
- Choose your attitude
Take a look at an introduction to where FISH! started!:
Customer Service at The Perfume Shop
Our customer is very important to us, and therefore providing world class customer service is close to our hearts. We aim to provide a WOW! factor to each and every customer whether in store or online.
With this in mind we support our teams every year on being world class experts in Perfume by providing the following:
- The Perfume School programme
- Michael Edwards Master Class
- Yearly Customer Roadshow
- iPads in each store
- Fragrance Foundation learning
- A great mystery shop programme
Our stores are mystery shopped each quarter which helps us to understand how our teams are performing and where we can celebrate great service or coach those that need support in this area. We work with a Net Promoter Scoring system, which sees our service match that of Lush and Apple. On average over a quarter of our stores achieve 100% each time they are mystery shopped, and every time a store hits 100% we give the team member £100.