B&Q

The Challenge

B&Q contracted The Extra Mile Partnership to address the challenge of disengaged,unfocused colleagues who were contributing to declining sales across the estate of Warehouses and Superstores. The Raise Your Game Now! Process was initially conducted in four pilot stores with the outcome of developing and nurturing a new customer facing culture for those stores.

What we did

The first store we worked with (Swansea) achieved budget in 21 out of 22 weeks since engagement, having previously missed budget in the previous 30 weeks… Sales increased versus budget by over £500k in 20 weeks… YTD mystery shop score of 183% placed it 15th out of 343 B&Q stores, including 3 monthly scores of 100%, one of 96% and one of 90% in a six month period achieved over £1million showroom sales in January against a target of £734k. B&Q are now using The Extra Mile Partnership to solve the challenges across 50%+ of its stores nationally.