Retail guru and customer service champion Mary Portas is back on the box with a third series of Channel 4’s ‘Mary Portas: Secret Shopper’ – and the next retailer in the spotlight is City Hardware in London.
The family-run independent store in the heart of the capital is the subject of a one hour episode which airs tonight (Wednesday January 20) at 8pm.
In the series, Mary aims to bring her expertise to help a range of retailers who are in need of some fresh ideas to transform the customer experience and, in turn, their businesses.
She evaluates the business from shop floor to stock room and enlists some secret shoppers to find out what it’s really like to be a customer in the shop that she has taken under her wing.
Armed with this information, Mary shows the staff and owners where they are going wrong and works with them to make changes, big and small, that she hopes will offer better service to their customers and increase their profits.