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Quality of service is essential in the retail industry, if customers are to return time after time. This book sets out the "Continue and Begin" method of training for quality, using anonymous shoppers to observe staff in action. It explains how to motivate people and help them to improve, to achieve consistent high quality service across all branches of a company.

Nick Drake Knight is a trainer, coach and consultant in people management. He is committed to equipping leaders to prioritise staff confidence and self-image, in the knowledge that that when people feel good about themselves then resourcefulness increases and innovation and productivity improve. He is an authority on using therapeutic principles to introduce healthy employee growth strategies. Nick travels extensively helping global businesses develop their people strategies. Over the course of his colourful career, he has trained the business leaders of global and national brands and SMEs, in the UK, Europe, and extensively in the Former Soviet Union. He has worked across sectors from automotive and retail, to telecoms and financial services. He is an international conference speaker on employee growth. Nick's first taste of management development came in the leisure industry, following spells as a merchant seaman and police officer. In the 1990s Nick lectured in management, and gained prestigious awards for his students through his innovative approach to learning. He developed the confidence-boosting method of (what became) Continue & Begin Fast Coaching® which had early successes during tutorials with student managers. The techniques are explained in his previous book, FAST COACHING. Consulting work followed as Nick became an advisor and then board member of the UK's largest Business Link operator, focusing on management development. Throughout the 2000s, Nick was co-director of the UK's leading multi-media customer insights agency, consulting for a wide range of clients from the private and public sectors in the UK, Europe and the Middle East. He continues to equip managers to empower their staff by encapsulating the insights gained over his career into the resource-packed book that is ALPHABET MANAGEMENT. Nick lives by the sea on the Isle of Wight on the southern coast of England. He is a retired amateur rugby player, incompetent mountain biker, proud dad, and devoted grandfather.