Coolings is an independent Garden Centre group with two Garden Centres based in Knockholt, near Sevenoaks, Kent. They are a family business which has been established as Coolings since the early 1960s, but first started by the Cooling family in 1912.
They have two sites: Coolings Green & Pleasant and Coolings The Gardener’s Garden Centre. Both are situated in Knockholt, Kent and are only 1.4 miles apart.
Coolings started a mystery shopping programme with Shopper Anonymous Kent in November 2009. The programme is very regular and encompasses many sections of both garden centres as well as the tea rooms at each site.
In addition, in March 2010, Graham Seymour, our MD for Kent spoke on two separate staff training evenings. “Thank you for your inspirational input on Monday and Tuesday, Graham”, says Paul Cooling, the Chairman; “The feedback I have had so far has been very positive. We have had a number of speakers on different aspects of sales and customer care in previous years but the consensus seems to be that the mystery shopper programme is much more relevant to our team and everyone I have spoken to can understand how it relates to them and how they can influence its outcome.”
The Coolings Group has been able to implement a staff incentive programme using the mystery shopper feedback, which has been extremely well received by the staff. “I’m definitely an advocate of mystery shopping and I see it as an embedded part of our management process”, says Gary Carvosso, the Managing Director.
Coolings has recently included its concessions in the mystery shopper programme and this has also been well received, helping to ensure a consistently great experience throughout the entire customer journey.
Paul Cooling goes on to say “At last I have found a mystery shopping company that not only deliver excellent feedback but who have local support to help me develop my team. Shopper Anonymous is the find of the year!”