CQ Newsletter - Issue 7

Quarterly Issue 7 | Q2 2026

On the road again with Home Installation and Servicing

Survey Results

Golden Quarter

The CareCo Way

Values Heroes

WELCOME

W

e’re heading into the Golden Quarter now, which is the busiest, most important time of the year for us.

For this edition, we’ve spent some time out on the road with our Home Installation and Servicing teams, and it’s a brilliant insight into a part of the business that doesn’t always get the spotlight.

For some of our customers – particularly those ordering online or over the phone – this might be the only face-to-face interaction they have with CareCo. That puts a huge amount of importance on getting it right. The care, the time taken, the pride in doing a good job is exactly what we want the business to be known for.

As we head into peak, that same mindset matters everywhere. Whether you’re in a showroom, in Customer Experience, in the warehouse, out on the road or anywhere in the business, it’s those everyday interactions that shape how people see us.

This quarter is always full-on, and it will test us at times. But it’s also where we’re at our best.

So, let’s stay focused, support each other, and do whatever we can to make every day a better day.

Tom Stansfield Managing Director

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WELCOME

empathy, you’ve got to understand “ It’s about people and what they need from you.

“

Graham, Home Installation

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SURVEY RESULTS

Highlights

Employee Engagement Survey results In February we ran our Employee Engagement Survey giving you the opportunity

to have your say on what makes CareCo a great place to work, and just as

importantly, to share where there may be opportunities for improvement.

Below are some of the headlines.

65%

response rate

Over 330 of you had your say!

A great place to work

74% agree ‘Taking everything into account, this is a great place to work’

What makes CareCo a great place to work?

What would improve your experience?

We asked what makes CareCo a great place to work and using all your responses we identified three key themes:

You provided feedback on what we could improve, and using your responses we identified some key areas of improvement:

1. Supportive colleagues and team culture

1. Communication gaps & change management

2. Pride in helping customers

2. Pay, commission, and benefits

3. A positive working environment

3. Career progression, development & recognition

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SURVE Y RESULTS

Making changes We’ve listened to your feedback, and we’ve

already started taking action in some of the key areas you highlighted.

Change Communication

Recognition

Career progression

We are developing a

Our Values Heroes is launching

As part of our new

communicate change across

every six months, giving more

Cycle' we are introducing

clearer approach to how we the business.

This means that when changes do happen, you’ll hear about

them in good time, with clear explanations of what’s

changing, why, and what it means for you.

again and will be running

people the opportunity to be recognised for the everyday actions that make a real

difference across the business.

'Performance & Development 'Development Reviews'.

These conversations will focus, not only on continuously

developing skills required in

our roles, but also identifying career aspirations, growth

opportunities and developing skills for the future.

Next steps: These are just the first steps. The feedback highlighted several other areas for improvement, and each department will be reviewing their own results and building plans for the year ahead.

We’ll also be introducing quarterly pulse surveys, to track progress and make sure we’re continuing to listen and respond to your feedback.

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VALUES HEROES

Values Heroes is back

who will you recognise?

We’re launching Values Heroes for the first half of 2026! This is your chance to recognise colleagues whose every day actions make a real difference.

Who will you recognise?

Get involved

Values Heroes is about recognising colleagues

1. C hoose a colleague who has lived one

who live the CareCo Values. Every day, across

the business, people are:

• Stepping in to help when it’s needed most • Raising standards and pushing things forward

2. S elect the value that best fits their actions 3. Follow the relevant QR code and submit your nomination by Friday 12 June 2026

• B ringing energy, resilience and care into

4. Add detail – the strongest examples will be

• Making life easier for others, often

It only takes a few minutes – and it could make

what they do

without recognition

This is your chance to shine a light on them.

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of our values

shortlisted for our first Values Heroes of 2026

someone’s day. And remember, you can nominate as many people as you like.

VALUES HEROES

Here is a quick reminder of our values and the behaviours that underpin each one.

Take a look, choose which value best fits for your nomination, and use the QR to make your submission.

We lead with heart

We Raise the Bar

Remember: the benefits of our products

We make a conscious commitment to quality

and services are as emotional as they are physical. Put your heart into everything by communicating openly, being

honest about your strengths and taking

responsibility for what you do. Make it

personal, be genuine, and back yourself.

Accountability | Self-Awareness | Integrity

in every product, service and interaction.

But we also know that’s not enough, and it’s

worth nothing if you don’t strive to improve.

There’s nothing wrong with setting sky-high goals – that’s the key to progress.

Quality | Sustainability | Continuous Improvement

We Embrace the Adventure

We lend a hand

Where would CareCo be without grit?

In even the smallest of ways, do

Resilience in the face of adversity, together

with inquisitiveness, innovation and

industry. That’s the Barn Mentality.

We don’t stand still and wait to see what happens – we make it happen.

(We are a mobility company, after all.)

Curiosity | Resilience | Innovation

something today that makes tomorrow better for someone else. Be generous,

especially with your time and expertise,

and be willing to help. Celebrate

community, encourage collaboration

and promote inclusion every time the opportunity arises.

Collaboration | Inclusivity | Empathy

PAGE 7

CSR

March for Macmillan:

Stepping Up for a Great Cause Our CSR Committee continues to look for new ways to bring colleagues together while supporting causes that matter — and in March, they did exactly that with the

lunchtime walks and gym sessions to walking rugby, Jazzercise and even on a pub crawl!

launch of March for Macmillan.

The entry donations raised £697, which the business

The idea was simple: get active, have some fun, and

to £1,394.

raise money for a fantastic cause. Colleagues from across the business signed up to track their steps throughout the month, working together towards a shared target

of 10.5 million steps, while donating to support Macmillan Cancer Support.

What followed was a brilliant mix of friendly competition, teamwork and creativity. Steps were being completed on

generously doubled, bringing the total raised for Macmillan The steps target didn’t last long either. Thanks to the collective effort we not only reached our 10.5 million

target, but we went well beyond it, finishing the challenge with an incredible 13,726,798 steps logged.

A huge thank you to everyone who signed up, donated, shared photos and helped build the momentum across the month.

Top Contributors

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1

George Mussert

Nottingham Showroom

723,106

2

Natalie Farrell

Warrington Showroom

705,092

3

Daryl Sleeman Logistics 554,678

4

Lauryn Brown

5

James Jackson L&OD 454,315

Croydon Showroom

519,337

CSR

From miles to meringues more from the CSR Committee

Easter Coffee Morning

Star Baker

Easter Egg Donations

Hot on the heels of March for

The Easter Bake Competition

Alongside the bake sale, colleagues

kept the momentum going with

but one entry stood out from

for families supported by Braintree

Macmillan, the CSR Committee an Easter coffee morning and

bake sale in support of Braintree Food Bank.

The CCHQ atrium filled with

homemade bakes, with colleagues stopping by throughout the morning to grab a slice and

support a great local cause.

Thanks to everyone who baked

and bought, we raised over £230

brought out plenty of creativity, the rest.

at CCHQ also donated Easter eggs Food Bank.

Congratulations to Talia Zagger,

In total, 19 Easter eggs were

whose banoffee meringues did

local families could enjoy a small

our Refund Administrator, not last long!

Thankfully we had enough left

for our judges to try, and they all agreed she should be crowned

collected — helping to make sure treat over the Easter weekend.

A small gesture that will make a big difference.

Easter Star Baker!

for Braintree Food Bank — a

fantastic result from a simple idea done well.

What’s Next?

Got a fundraising idea, favourite cause or fun event you’d love us to try?

The CSR Committee would love to hear from you, it’s your chance to help shape what we do next.

PAGE 9

ON THE ROAD

Life on the Road On paper, Home Installation and Servicing are two different departments.

In reality, they’re cut from the same cloth. Both play a crucial role in the experience our customers remember and in the reputation we’ve built.

Our 4.9 out of 5 Trustpilot score doesn’t happen by accident. It’s shaped, day in and day out, by the people who interact with our customers, and these guys do it on customer’s doorsteps and in their homes.

Our drivers are not just about delivery or repair, they represent the CareCo brand in its most

tangible form. They don’t know what they’ll

be walking into – every home, every customer,

every conversation is different.

The ability to reassure, to explain, to take the time when it’s needed.

And there’s a lot to know. From installing

products like adjustable beds, to diagnosing and

fixing faults on the road, both teams carry a depth

What they do know is that their approach

of knowledge that shouldn’t be underappreciated.

are just as important as technical skill.

lots of miles on the road.

matters. Temperament, attitude and empathy

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It’s physical work, too: long days, heavy lifting,

Servicing training When you spend time with our teams on the

road, one thing becomes apparent: the level of

product knowledge required is incredibly broad.

That’s exactly what led Mat Dunn, Rob Tees, and Tom Curson to rethink how we train our people, particularly in Servicing, but with clear benefits

Across CareCo, we have teams going out in our vans

for Home Installation too.

from CCHQ and all our hubs. While the scale may

The result is a eight-module, 25-part training

often juggle multiple roles to keep things moving,

structured, focused learning. For example, a

aren’t left waiting.

types, Controllers/P.C.B's/Wiring looms and

differ from site to site, the goal doesn’t. Hub teams stepping in wherever needed to make sure customers “Our teams know they have to jump on other things

when it’s needed. We don’t want lead times to drop

or to let our customers down.” – Russ McGrath,

Servicing and Engineering Manager, CCLS.

With demand growing alongside our number of

showrooms, that focus is only becoming more

important. Work is already underway to centralise

routing and improve efficiency, but the heart of the

operation remains unchanged.

This feature follows two days on the road – one with Home Installation, one with Servicing – to shine

a light on the people behind the service, and the difference they make where it matters most.

plan that breaks our product range down into

scooter is split into modules such as battery

Drive train - motors/transaxles/brakes. Each module is supported by a presentation and

finished with a Q&A to check understanding.

Originally designed as a six-week onboarding programme, it’s now available to everyone.

That means engineers and installers alike can

revisit specific areas and refresh their knowledge.

As Mat puts it, “If we’re supplying these

products, customers should expect the people

working on them to know them inside out.”

It’s a simple idea, but one which is very much

still evolving as we continue to build out the depth and accessibility of our training.

PAGE 11

ON THE ROAD

On the road with Home Installation There’s no easing into a day on the

team. The route is mapped out,

run over but Graham strikes the

through Mobilise notifications.

but mindful of the schedule. After

road - they start early. I’m picked

and customers are kept in the loop

he tells me this is a relatively

But, like all our drivers, Graham

up by Graham at 6:30am, though kind start. On longer routes, the

goes a step further - he’s called our

we’re staying local, covering

will check in with each customer

alarm goes even earlier but today, Cambridgeshire and Norfolk.

Graham’s been with CareCo for just over a year, but it’s clear he’s no

before we set on our way to them.

we’re gone. With a smile, a thank

It’s a small touch that makes a big difference.

varied career – from the police to

Zora Powerchair. Then it’s on to

those experiences shaped the way

collect a chair for delivery.

he approaches this job. “It’s about

empathy,” he says. “You’ve got to

understand people and what they need from you.”

The van is already loaded, prepped

the day before by Graham thanks to the work by the Product Assembly

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demonstrate the chair, making sure

she’s comfortable using it. She says

Our first job is a collection in

working at parliament – and how

installation, he takes the time to

first stop the afternoon before and

stranger to people-focused roles.

As we get going, he talks about his

balance perfectly – warm, patient,

she’ll ‘have a play with it’ once

you and a brand-new chair, we leave Gillian and head back to

the van.

Cambridge, picking up a faulty

After a short stop for a battery

our showroom in Peterborough to

Norfolk – an Adapta table carried

The highlight of the day is

delivering that chair to Gillian.

She welcomes us into her home, closing the door quickly so her

cat doesn’t run away, and begins to chat to us about the day.

It’s easy to see how visits could

collection, the final delivery is in upstairs for a customer’s father.

By 2:30pm, we’re back, but the

day’s not quite done. Graham is

already preparing for tomorrow, loading up the van again.

It’s a job built on early starts, practical skill, and, above

all, people.

ON THE ROAD

On the road with Servicing If the home installation team is

The goal is always to fix the issue

There’s an easy rapport with

restoration. Where one brings

always possible. But this isn’t just

chats, jokes and reassures, never

other steps in when something’s

it’s as much about advice as it is

about delivery, servicing is about something new into a home, the gone wrong.

At 5:30am I’m on the road with Keith, heading towards Kent as the day

slowly wakes up around us. Keith

there and then, though it’s not

about repairs. As Keith puts it,

about tools – helping customers

understand maintenance, batteries,

and how to get the most from their equipment.

customers throughout the day. Keith rushing, even as the schedule ticks

on. “A job will take as long as it takes,” he says.

By the time we reach our final stop

in Chatham, a more complex repair involving a new motor, brake and

has been with CareCo for four years,

The first stop, in Hythe, is a routine

transaxle, it’s clear this is skilled,

here, and how it feels good to

of batteries, wiring, brakes and

something more.

he talks about his pride of working

resolve issues for people every day.

“When something isn’t working, it

leaves people vulnerable,” he says.

“If I can fix their fault then they can get their freedom back.”

The day has been mapped out the night before by Tom Curson and

the Admin team, with five visits

scheduled – a fairly typical day.

scooter service – a thorough check more, not unlike a car service. From

there, we move on to Ramsgate

for a battery replacement, before

arriving in Whitstable to a scooter with no power.

The cause turns out to be simple –

it hasn’t been charged in ten months

– but Keith patiently talks the

customer through what’s needed

and manages somehow to coax the

hands-on work. But it’s also

“I love what I do,” Keith tells me.

“It’s more than a wage. You can go home knowing you’ve achieved

something – that you’ve made someone’s day better.”

We’re back around 4pm, and the van is soon being prepared for

the next day. Another early start,

another set of problems to solve.

battery back to life.

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ON THE ROAD

Where Our Teams

Make the Difference

CCLS Home installation: 5 vans, 6 drivers, 3 drivers’ mates (2 agency supporting demand) Servicing: 3 vans, 3 service engineers, 1 workshop engineer

CCDY Home installation: 3 vans, 3 drivers, 3 driver’s mates Servicing: 3 vans, 3 service engineers, 1 supervisor, 1 hub admin, 2 hub operatives

CCTA Home installation: 4 vans, 4 drivers, 4 driver’s mates Servicing: 3 vans, 3 service engineers, 1 supervisor, 1 hub admin, 2 hub operatives

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3 admins across Home Installation and Servicing

CCHQ Home installation: 10 vans, 11 drivers, 5 driver’s mates, 2 supervisors, 3 admins, 4 product assembly Servicing: 6 vans, 6 techs + 1 senior technician and 6 admins

ON THE ROAD

Straight from

Our Customers

We take great pride in our Trustpilot score, because it’s one of the clearest reflections of how our customers feel once everything is said and done.

Not just the purchase, but the delivery, the installation, the service visit…the full experience.

With nearly 70,000 reviews and a 4.9 out of 5 rating, the consistency of feedback speaks for itself, and our drivers contribute to that score on a daily basis.

Here’s what our customers have said about our Home Installation and Servicing teams.

“

Excellent service Excellent service today with the delivery of our riser/recliner chairs. The team, Ross and Ahmed, who phoned to check the address etc and give an arrival time, arrived exactly on time after a 2.75hr drive. Then assembled the chairs and demonstrated

“

their use and thoroughly examined them to check for signs of damage. They were friendly, engaging and efficient. A credit to the company.

“

CareCo deliver first class product and service.

We have a motorised wheelchair for our son. Recently a bolt broke making the chair difficult to use. Within a few days a CareCo engineer, Nigel Davenport, came to our house and assessed the problem. He saw that the chair would need to be taken to the company workshop to be fixed. Seeing the chair was crucial to our son’s wellbeing, he took it with him and promised to return it the next morning. Indeed, we had it by 11am the next day. This service experience was really excellent, and we give a special shout-out to Nigel, who was unfailingly clear in his

Riser/recliner The two gentlemen who delivered our riser/recliner were brilliant. They rang us to let us know that they were on their way and then again to inform us that there were traffic problems so they would be a bit late. Nice to be kept in the loop. Very professionally took our old armchair away and slickly put our new chair together.

“

“

“

explanations, helpful and considerate. We need more Nigels in the world.

Then a succinct demonstration, exchanging anecdotes all the while. When they left, everyone was smiling. A big thank you to Rick and Ali.

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GOLDEN QUARTER

Gearing up for the

r e t r a u Q n e Gold Retail

Operations

Retail is focused on turning marginal gains into

Operations is focused on driving efficiency and

smarter use of data and a more targeted approach

smarter route planning to reduce travel time and fuel

meaningful impact. That means sharper planning,

to day-to-day operations.

Initiatives like the ‘Golden Hour’ and improved

protecting service performance. That includes

use, alongside greater flexibility in shift patterns to

ensure we’re covered during high demand.

scheduling are helping us be there when customers

We’re also increasing route density through more

place at the right time.

warehouse resource to support assembly and

need us most, with the right people in the right

Behind the scenes, a stronger focus on

targeted delivery scheduling, while reviewing returns processing.

communication and performance insight is keeping

Across the network, changes to fleet and stock

high standards. More on how this comes to life

easing pressure on smaller DCs, are helping improve

Showrooms

Customer Experience

The key for Showrooms is planning rotas in

Our Customer Experience teams have been

accounted for. From there, it’s about consistency –

sharpening their FABs across our carbon

to go every day.

confidently bring features, advantages and

teams aligned and ready to deliver consistently

across Retail over the following pages.

advance, so cover is locked in and holidays are

keeping the showroom clean, stocked and ready

One other thing to prep is a sandwich for lunch,

because when it gets busy that might be all you have time to grab!

positioning, including integrating new vehicles and

flow, increase resilience and keep lead times low.

getting properly peak-ready. Sales have been powerchair range, making sure they can

real-world benefits to life for customers.

Meanwhile, Product Care have been gearing up for scooter season with focused training

sessions to refresh knowledge, build confidence and keep everything running smoothly as demand ramps up.

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GOLDEN THE CARECO QUARTER WAY

Product

Marketing

The Golden Quarter doesn’t just happen –

We’re building strong foundations to drive

it’s built well in advance.

Product Management is right at the centre

of that, driving demand planning, product

promotions, and new product development

to ensure we enter the peak period stronger,

smarter, and more competitive than ever.

Promotional plans are locked in 4-8 months

ahead of peak, and new product development

cycles span from nine months to over three years.

We are also working closely with suppliers to

manage costs and protect margins, keeping us

demand across every channel. Our new Challenge

TV sponsorship (April–October) will deliver major

reach with our core audience, boosting showroom

footfall, inbound calls and website traffic

during peak.

We’re also scaling up social media and launching new TV creative in early summer, while seasonal

campaigns roll from Go Explore into our Carbon

Mobility event that will tap into customers’ desire

for freedom and independence.

Behind the scenes, we’re enhancing the digital

competitive without compromising on quality.

experience with improvements to product

preparation – it’s about performance. We don’t

for customers to find the right product and

Ultimately, Product Management isn’t just about

listings, search and content, making it easier

support our peak period – we power it.

convert with confidence.

Supply Chain

L&OD

Behind the scenes, Supply Chain has been

In anticipation of the golden quarter, learning

laying the groundwork for peak well in advance.

Planning starts in our quietest months, where

the team dive into data, review trends and

place orders early to stay ahead of demand

programmes such as The CareCo Way and our many leadership development pathways, will

be temporarily paused to provide people with

the time in this busy period to apply their newly

and reduce stock risk.

acquired skills.

With global shipping still unpredictable, we’ve

Over the summer months, we'll be busy

transit times into our plans, keeping goods

blended learning; as well as collaborating

secured freight capacity early and built longer moving with minimal disruption.

From supplier collaboration to logistics and

designing and developing engaging experiential with our trusted voices, ready to re-commence learning in September/October.

warehousing, everything is aligned so we’re ready to handle bigger volumes and deliver

when it matters most.

PAGE 17

SPOTLIGHT

f l e s r u o Y g Backin

Neil Gibson’s Journey to Store Manager With a mix of nerves and excitement, Neil Gibson is counting the days.

Looking at where our new showroom in Stockton

“Seeing the type of business CareCo is, and how it was growing, I always wanted to progress into a management role.” He says.

is located, and knowing the team he will be

That ambition showed early. Whether it was

this isn’t just another store, this will be his first as a

or looking for ways to improve how the showroom

bringing in, he can see the opportunity. For Neil,

Showroom Manager.

Neil joined CareCo in 2022 as a Showroom Advisor

in Glasgow, bringing with him a strong background in sales. And like in his previous roles, he was

already aspiring for more.

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supporting teammates, getting involved in coaching, operated, Neil consistently looked beyond his role.

When opportunities came up to step in and take on more responsibility, he took them.

Craig Kennedy, Area Manager for the North, was Neil’s manager in Glasgow at the time.

“Early on, Neil knew what he wanted to achieve,” he says. “He saw what a team could be capable of and worked towards that. He’s the kind of person who

is open to getting guidance, and once he’s on the right path he’ll push forward.”

When Craig moved into his Area Manager role, Neil

stepped up to help cover in Glasgow. But he knew that if he really wanted to develop, he might need to take a bigger step.

That opportunity came in Newcastle.

One of CareCo’s largest showrooms, Newcastle

In Newcastle, he continued to build his skills

and grew his learning of what it takes to run a

successful showroom.

So, when the opportunity came up to manage a

brand-new store in Stockton, he went for it, and

we’re pleased to say – he got it!

With opening due at the end of May, Neil is

currently training his team in Newcastle, getting everything in place before the doors open.

“I like to develop people. I prefer to be called a

coach than a manager. But I’m also very hand on,

offered a new challenge, and the chance to learn

and I’ll happily muck in wherever I am needed. We

Corkin. It also meant leaving Glasgow behind and

succeed together.”

under the experienced leadership of Lauraine relocating to make it happen.

It’s not a small decision, but for Neil, it was a

simple one.

“There is no one better to learn from than Lauraine

are one team, and I can’t wait to see how we all

From Glasgow to Newcastle, and now to his own

store, this is the result of a decision Neil made early on: to be clear about what he wanted, and to go

after it.

and the team at Newcastle is amazing too,” he says.

PAGE 19

CHARLOT TE HENSHAW

Winning the

s n i g r a m l l Sma

you’re at the top, the more “ The longer the small margins matter.

“

It’s about identifying the need,not pushing people towards something they don’t want.

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CHARLOT TE HENSHAW

Paralympian Charlotte Henshaw spent time with colleagues at HQ, sharing insights from her journey to becoming one of the world’s leading paracanoe athletes.

When Paralympic gold medallist Charlotte Henshaw needed a mobility scooter ahead of the Canoe Sprint & Paracanoe World Championships in Milan last year, she found herself in an unexpected situation. Her usual supplier couldn’t help.

So, Charlotte put a call out on Instagram — and CareCo answered.

That moment sparked a new partnership, and in March Charlotte visited our HQ to share more about the journey that has made her one of the world’s leading paracanoe athletes.

Charlotte’s Paralympic dream began earlier than most. At just nine years old, she met Paralympic champion Emily Jennings and had the chance to hold – and even wear – her gold medal.

“That was the moment,” Charlotte recalls. “From then on, my dream was to become a Paralympian.”

At the time, the Paralympics were far less visible than they are today, but the ambition stuck. By her mid-teens Charlotte was competing at national level in swimming, and by the age of 21 she was representing Great Britain on the world stage.

But elite athletes are rarely content to stand still.

After years in the pool, Charlotte felt ready for a new challenge.

That decision led her to paracanoe and the transition was rapid. Within six months she won silver at the European Championships, and just 18 months later she was incredibly crowned World Champion.

Today, Charlotte is the world number one in her class – a position she has held for the past eight years.

But reaching the top is only part of the challenge.

Staying there requires relentless attention to detail.

“The longer you’re at the top, the more the small margins matter,” she explains. “It’s about doing everything to the best of your ability every single day and always being curious about what you could do differently.”

While Charlotte is the one racing down the course at speeds of over 20km/h, she’s quick to point out that success in elite sport is never a solo effort.

“Yes, I’m the person on the water and the one crossing the finish line, but it’s a huge team effort,” she says. “From the coach to the physio, the psychologist and everyone behind the scenes, everyone plays their part. Communication is key. It might not always be obvious how all the pieces fit together, but making sure everyone is connected makes a huge difference.”

It’s a message that resonates far beyond sport.

Whether in elite competition or the workplace, high performance rarely comes from individuals working alone – it comes from teams working together with a shared goal.

For Charlotte, partnering with CareCo also reflects something personal. Living with a disability has shaped her understanding of independence and the importance of the right support.

“As someone who has always wanted to be independent, I had to learn to accept help and be open to it,” she says. “CareCo is striving to make life more accessible and help people live the lives they want to live. That feels like a really natural fit.”

It’s a partnership built on shared values – and a reminder that whether you’re chasing a Paralympic medal or striving for excellence in the workplace, success is rarely about one big moment.

More often, it’s the result of teamwork, persistence, and those small margins that add up over time.

P A G E 21

FEATURE MEANINGFUL IMPACT

From Marginal Gains

to Meaningful Impact

As we head into our biggest Golden Quarter yet, we are continually looking for those incremental, marginal gains that help us grow, build and deliver our success.

This year is no different, but we also have some amazing tools and programs currently being delivering which we hope will be the difference makers this Golden Quarter.

Golden Hour

Communications

Extending our trading hours in our showrooms

With a re-energised communication plan focused on

example of this approach in action.

teams are more connected and better equipped to act

on Mondays and Thursday is a simple but powerful By opening our doors for longer during key

sharing performance insight, updates and direction, on what matters.

periods, we’re standing out from our competitors

It’s not just about information it’s about creating an

a time that suits them.

and heard.

and making it easier for customers to visit us at

environment where people feel informed, involved

Right People, Right Place, Right Time

The CareCo Way

A big focus has been on strengthening how we

As our academies, coaches and ambassadors continue

the natural peaks and trends in our trading patterns.

those marginal gains come to life through stronger

schedule our teams, making sure we stay aligned to By weighting rotas towards our busiest periods,

days and times, we can ensure we have the right

people in place when they’re needed most. It’s a

more deliberate, responsive approach that helps us stay robust and consistently deliver the level of service our customers expect.

P AG E 2 2

to build capability across the network, we’re seeing

knowledge, greater confidence and higher standards of service.

It’s this foundation that ensures every small

improvement adds up to something much bigger.

THE CARECO WAY

The CareCo Way: Building Sales Excellence As part of The CareCo Way, our showroom teams are

It’s not about scripts or quick wins, it’s about building

building the confidence and know-how to deliver a

become second nature.

stepping into the next stage of their development — great experience for every customer who walks through the door.

After working through product knowledge, the

focus has now shifted to the Seven Habits of Sales

Excellence. These are being brought to life through

two-day workshops at CCHQ, CCTA and CCLS, led by

our partners at FSS. They’re hands-on, practical sessions

the right behaviours and repeating them until they

When we get that right, everything else follows —

better conversations, more trust, and ultimately better outcomes for our customers.

There’s also a wider push around coaching, with

managers spending more time focused on performance and behaviours to help embed these habits day to day.

— plenty of role play, real scenarios and the chance to

And while it might not be part of the formal training,

into the showroom.

moment where you walk away from an interaction

try things out in a safe space before taking them back

The habits themselves cover the full customer journey — attitude, approach, questions, listening, selling the

it sums things up nicely — we’re all aiming for that knowing you’ve done a great job and genuinely helped someone. That’s what good looks like.

solution, concluding, and referrals & recommendations.

P A G E 23

Making every day a better day

Share your stories, photographs and people’s pinboard news for the next issue Email CQ@careco.co.uk