Harvey Nichols

Recently, luxury lifestyle retailer Harvey Nichols asked us to help them develop materials for a new programme for Sales Advisors, called Beyond Expectations.

Training beyond expectations

The idea was to create a new and interesting way of training, developing and communicating with Sales Advisors about all aspects of customer service and selling techniques. We were to create materials that Sales Advisors would use in conjunction with the face-to-face training they were completing. 

We began by producing the Beyond Expectations magazine – a ‘workbook’ 

with a difference. The glossy, full-colour magazine reflects the brand ethos of the high-end fashion retailer. It looks and feels like a quality fashion magazine, and the content is a combination of individual activities and informative articles, including a brief history of fashion, the selling process, and biographies of top fashion designers. 

To complement the Beyond Expectations magazine, we also design and produce seasonal fashion supplements – which have proved a great success. 

With the same look and feel as the central publication, these supplements contain articles about the new season’s trends, information about fashion brands and Harvey Nichols stores. They also include advice for the Sales Advisors on selling and customer service. 

In addition to the magazines, we also developed the Beyond Expectations board game for use in the face-to-face programme.