Up Your Game, Cranleigh!

Independent retailers across Cranleigh will take part in a development programme designed to help local businesses build and strengthen their customer service skills.

Cranleigh Chamber of Commerce, in partnership with Waverley Borough Council and Surrey County Council, have launched the initiative called ‘Up Your Game’ to support local businesses.

Up Your Game is open to up to 40 independent retailers and small businesses in Cranleigh. Each business will sign up to an independent review of their customer service, carried out during a mystery shopping exercise.

The mystery shopping will be conducted by Shopper Anonymous Surrey, part of the UK’s leading mystery shopping company. Retailers and businesses will be rated on factors including their window displays, interior layout and customer service.

Commenting on the initiative, Richard Graham, president of Cranleigh Chamber of Commerce, said:

“Cranleigh has a unique and vibrant business community, combining independent retailers with successful small businesses. We want more visitors to experience Cranleigh, enjoy everything we have to offer and come back regularly.

“The aim of Up Your Game is ensure businesses get as much support as possible during these challenging times. We want our local retailers and small businesses to make the most of the opportunities for trade in Cranleigh. Upping your customer service game is a really effective way of ensuring all visitors to Cranleigh get a great experience.”

Jim Smith from mystery shopping firm Shopper Anonymous Surrey said:

“This project is a real boost to business in Cranleigh. From our experience of running these projects in other towns across Surrey, retailers and small business owners always get useful feedback which can directly improve their sales. It also helps bring businesses together with a common goal of improving standards village-wide.

“Every business will receive a confidential report describing how their fared, along with a one to one meeting to discuss their report and suggest areas for improvement.”

Richard Graham, who is also owner of One Forty in Cranleigh, continued:

“One Forty is pleased to be sponsoring an awards ceremony for those businesses which take part in Up Your Game, designed to recognise and publicise the high standards in Cranleigh. Awards will be presented to the businesses who achieved outstanding results in the initiative, with the awards ceremony taking place later in the Spring.”

Commenting on the initiative, Councillor Stefan Reynolds, Waverley’s Portfolio Holder for Community and Communications said:

“It takes a bit of bravery to subject your business to a mystery shopping exercise but it is well worth it to see how you look from the customer’s point of view. Each participating business will get direct confidential feedback that will help them to give great customer service and make Cranleigh an even better place to shop.

“I think the Chamber of Commerce and individual members are doing a great job to up their game and make Cranleigh an even more attractive place to visit.”

If you would like to find out more about participating in this initiative, please email hello@cranleighbiz.co.uk.

Cranleigh Chamber

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