RESENE COLORSHOPS, which started in 1946 in an Eastbourne garage in Wellington, sell paint products direct to trade and retail customers. They place a huge emphasis on customer service, with the 65 Resene ColorShops averaging ratings of over 9 out of 10, and many consistently scoring 10 out of 10 in their customer feedback programme. This feedback, plus website and social media responses, are used to help improve products and services.
Resene has developed its own staff training course called ‘Best System Selling’ to help customers choose products and accessories to achieve the best result. Staff have ongoing training and there are specialists available to provide extra technical advice. As Resene manufactures its own products, staff learn about the products from the company that makes them.
Resene selects friendly staff with a can-do attitude, excellent attention to detail and an interest in helping the customer. They are regularly trained and tested to increase their product knowledge. Incentives are in place each year, such as the ‘Cool Blacks’ trophy and rewards whereby Resene ColorShops compete against each other, plus rewards are given to the Resene ColorShop with the highest rating by customers.
Customers often remark that they feel like Resene staff have taken their project under their wing and guided them along the way. Customers also often drop gifts into Resene ColorShops to show their gratitude for the help and advice.