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Creating a Successful Business: Beechworth Bakery Founder and Speaker Tom O’Toole Shares How to Retain Customers and Increase Business Growth

Founder of Beechworth Bakery Beechworth shows business owners how to gain  the answer to the question they all want to know: what are customers looking for?


Victoria, Australia – WEBWIRE
With over 35 years’ industry experience, Roger Simpson is recognised as Australia’s #1 authority on customer ROI in the retail industry, and as a global expert on staff coaching, customer service and selling skills.
With over 35 years’ industry experience, Roger Simpson is recognised as Australia’s #1 authority on customer ROI in the retail industry, and as a global expert on staff coaching, customer service and selling skills.

I love helping these businesses discover their potential. I don’t train for the sake of training; I follow through and make sure the skills learnt through the training process get transferred in to practice.

Located in north east Victoria, Beechworth was a dying regional town in the early 1980s when Beechworth Bakery was founded, with the major growth from the gold rush days in the 1800s well and truly over. So how did founder Tom O’Toole, a self-described poorly educated “kindergarten dropout” with learning difficulties turn a $100,000 small business into a $15 million bakery chain, and become one of the most successful businessmen and speaker in Australia?
 
Beechworth Bakery founder and speaker Tom O’Toole learned very early on that in order to create and sustain a successful business, he needed a strong and supportive team behind him who were committed to providing an experience to each customer every time they entered the bakery.
 
Tom accepted he needed help encouraging and inspiring his team to consistently deliver high customer service standards, to ultimately strengthen his brand and increase profitability, and began training with Roger Simpson, CEO of The Retail Solution, and his team 15 years ago. The company specialises in teaching business management teams about what makes good customer service.
 
“While there are many so-called experts on customer-service training popping up all over the place, Roger is the real deal. One of the qualities that really sets Roger apart from the pack is his contagious enthusiasm for getting the best out of your team,” Tom said. “Roger has a unique skill set that makes him excel at both selling and management, and the best thing is he is dedicated to helping people find the value in their work and rediscover the joy of living life with a purpose.” www.theretailsolution.com.au
 
The Retail Solution began working together with Tom and the staff at Beechworth Bakery – from managers, to bakers and cleaners – in 2000, to assist with customer service training, manager coaching, leadership and recruitment. Tom saw that Roger immediately understood the challenges they faced in retail, and quickly identified the solutions: to work on getting results, showing staff that learning new skills can be fun, and encouraging staff to be real and sharing their feedback and thoughts.
 
Managing director of Beechworth Bakery Beechworth, Marty Matassoni says: “Roger has worked with the Beechworth Bakery since 2000 and he’s passionate about coaching and training exceptional customer service and getting the best out of people. I class Roger as our ‘customer service guru’ for both our retail staff and our management team. He has proved to be an outstanding asset to our company and helped us to create Australia’s greatest bakery.”
 
For Roger, “making a difference gives [him] a buzz”. “So many business owners ask me, what are customers looking for, and it can be a difficult thing to pin when you’re so close to the business,” says Roger. “I love helping these businesses discover their potential. I don’t train for the sake of training; I follow through and make sure the skills learnt through the training process get transferred in to practice. At the end of the day, if the customer’s experience was really good, they will develop loyalty and come back more often.”
 
To get the same help that turned Beechworth Bakery Beechworth into a $15 million bakery chain, or to find out more about creating a successful business, visit www.theretailsolution.com.au
 
 
About The Retail Solution
 
With over 35 years’ industry experience, Roger Simpson is recognised as Australia’s #1 authority on customer ROI in the retail industry, and as a global expert on staff coaching, customer service and selling skills.
 
Roger’s expertise is maximising sales and service levels through lifting the performance of people. Over many years, Roger has increased business profits specifically by motivating and guiding owners and staff in their interaction with each other and with customers.
 
His company, The Retail Solution, has delivered training and coaching programs to retail clients in nearly 30 countries around the world, with most experiencing sales increases well in excess of 100 per cent.
 
Roger is called on frequently by customer service managers and CEOs of retail organisations to analyse, design and implement profitable customer service projects. Roger is passionate about creating great customer service and a triple win for retailers, staff and customers.
 


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 Beechworth Bakery
 Bakery Beechworth
 Speaker Tom O’Toole
 Good customer service
 Develop loyalty


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