Now available:
Retail Audit Program – Quality & Service Excellence
Quality & Service Excellence
The retail audits ensure that every store consistently lives your brand values – from presentation to service to employee performance. The goal is to create a consistent, high-quality customer experience that builds trust and loyalty.
SOP & Brand Compliance Audits
Focus:
Store appearance, service quality and compliance with brand guidelines
Goal:
Ensuring a consistent, brand-compliant customer experience across all locations
Evaluation criteria:
Cleanliness, lighting and music/sound settings
Compliance with dress code and neat appearance
Greeting, sales and upselling techniques
Store layout, decoration and maintenance of equipment
Implementation of internal and external brand communication
Strategic benefits:
Consistent brand presentation creates trust and recognition
Particularly valuable for franchise and branch operations with high quality standards
Employee Readiness & Training
Focus:
Team competence, service behavior and training effectiveness (from customer contact to the host moment)
Goal:
Optimal alignment of employee performance with store and company goals
Contents:
Training for employees with customer contact, based on internal company guidelines under the motto "From customer contact to the host moment"
Service behavior in customer contact
Communication skills of employees and managers
Role-playing games with the motto: "Five-star hospitality for retail and automotive – because unforgettable customer journeys know no compromises."
Strategic benefits:
A competent, motivated team represents your brand in direct customer contact
Basis for the audit and training: Floor plan / Layout design
I prepare the audit using a floor plan or layout design.
This helps to establish geographical locations and later serves as support for your employees when it comes to processing feedback and correcting deficiencies.
App-based on-site audit using the floor plan or layout design.
State-of-the-art technology
Based on your floor plan, notes and comments can be added directly and linked to specific areas.
Same-day reports without delay
The report can be generated immediately following the quality audit, eliminating delays and enabling critical issues to be identified and addressed without delay.
Common Retail Audit Mistakes – and How to Avoid Them
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Treating audits as a one-time event
→ Schedule regular audits (weekly, monthly, quarterly), conduct micro-audits, and empower store managers to perform self-checks. -
Using generic checklists
→ Customize checklists based on location, size, and format; involve store managers; and segment by department or role. -
Failing to act on audit results
→ Create post-audit action plans with clear responsibilities and deadlines, assign tasks immediately, and track progress through a dashboard. -
Ignoring employee feedback
→ Include qualitative questions, interview staff during audits, and leverage insights to optimize processes and training. -
Relying on manual or paper-based processes
→ Use digital audit platforms, integrate systems, and leverage dashboards for trend analysis and performance monitoring.
I help companies avoid these common pitfalls and provide long-term support for maintaining quality standards across all locations.
Sample Workflow
Step 1: Preparation
Online Meeting – Align expectations with the team
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Walkthrough Plan – Define the audit route and schedule
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Focus Points – Identify key areas to inspect
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Location Specifics – Note any unique features or requirements of the site
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Training Expectations – Clarify objectives and necessary preparation
Step 2: Day 1 On-Site
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Showroom Quality Audit – The showroom’s appearance is evaluated against established standards to optimize customer satisfaction and ensure a premium customer experience.
Key Facts
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Standards as the Basis
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Attention to Detail
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Digital & Transparent
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Full Control
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Geographically Anchored
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Flexible & Customized
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Visual Merchandising Consulting (Optional)
Live access to quality audits is available at all times. Designated employees can immediately address any issues and record the results in the system.
This ensures full transparency across the entire process, minimizes errors, and guarantees compliance with corporate and quality standards. Customers consistently experience high-quality service without any unexpected issues.
Standards as a basis
Whether based on your existing standards or jointly defined new quality guidelines – I conduct the audits directly on-site in your stores or showrooms.
Attention to detail
Thanks to my experience in luxury hotels, premium retail, design and visual merchandising, I guarantee an eye for detail that makes all the difference.
Step 3: Day 2 on site
Customer Experience Training
From customer contact to the moment of hosting.
"Five-star hospitality for retail and automotive – because unforgettable customer journeys know no compromises."
Digital & transparent
With modern tools, every step is documented and visible to you in real time.
Suggestions for improvement and defects are recorded directly in the system.
Store managers automatically receive tasks.
Status updates and photos of the target result create clear traceability.
Participants
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Sales Consultants
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Sales Assistants
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Product Specialists
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Customer Service Staff
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Front Office Staff
Optional:
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Store Managers
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Deputies / Assistant Managers
Full control
As the main person responsible, you have access to all data, progress and reports at any time – ideal also as a basis for follow-up meetings.
Geographically anchored
Upon request, documentation is provided directly in the store floor plan – every defect or comment can thus be traced with precise geographical accuracy.
Excellent service means putting the guest at the center and actively embracing hospitality. Language, tone, and small gestures make a difference, while all touchpoints along the customer journey are intentionally designed. From the first impression to the farewell, experiences are made memorable and reinforced through location-specific rituals. Teams develop concrete actions, implement quick wins, and document results to continuously ensure the highest quality.
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Step 4: Follow-Up Meeting
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Duration: 2-hour online meeting
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Purpose: Conduct the follow-up meeting and provide guidance on any remaining issues
Optional: Onboarding Trainings
For new employees
Onboarding training for new employees: “From Customer Interaction to Hospitality Moments” – ensuring that everyone develops a consistent understanding of delivering premium customer experiences.
contact
Siezenheimer Straße 39a | Building A1
Panzerhalle | Bluebird.Space
+43 676 671 5673
