Helping B&Q to be More Helpful

Picture: Renjith Krishnan

In a tough, challenging world, we could all do with a little help. And just as there's always a bit more DIY you can do around the house, B&Q, who already serve 3 million people every week, are going to do more to give us that help. They've decided that they want to be “the most helpful home improvement retailer in the UK”, improving the friendliness and utility of their staff.

The NEC in Birmingham was the venue for Prof Eddie Obeng, introduced by Martyn Phillips, CEO of B&Q, to select helpful champions in a drive to improve service. Eddie showed the participants how to engage more people, and therefore be more helpful. It was a rollercoaster event, covering the IDQB^TM method of communication (Issue, Data, Question, Build) and Stepping Forward to Lead – which ended in everyone stepping forward to dance.

It just goes to show: when helpful people need help becoming more helpful, they turn to Pentacle.