It all starts with the customer
— and the encounter they get
Manér raises the standard of service in your store — no courses, no reports. I visit anonymously and work directly with your team on the floor.
“What feels like a small thing costs you a sale. Every single time.”
My observations
Your advantage
Manér is a process that raises the level of service in your store. I visit myself — not once, but several times. Not with a checklist. From the moment I walk through the door I know whether the customer feels seen — or whether they are simply standing in a room full of product.
I carry an expectation of service the moment I walk into a store — and that applies regardless of the brand. If it is not met, I do not come back. That is the lens I bring into your store. And that is the standard I work towards with your team.
Change takes time. It requires practice and a genuine commitment to doing more. My benchmark is my years at Hermès. Before we begin, we define the standard together — what your business expects from its team. That alignment is the foundation of everything. And it is what we work towards — every day, in every customer interaction.
Most stores do not lose customers because they are rude. They lose them because no one asked. No one suggested. No one gave them a reason to come back. These are not soft service values. These are lost revenue per customer per day.
“Most customers buy less than they would have. Because no one asked.”
The right people, with the right motivation, can shift sales significantly.
At the end of the year we were well behind budget — with one month left to close the gap.
Where most would have said “impossible”, I identified two team members with the right client relationships, built a concrete plan and offered each of them a bonus if we hit the target.
We did. With a bonus of just 0.2% of the additional revenue.
2 anonymous visits. 1 day for feedback. Insight is not a programme — it is an honest picture of where you stand. And a basis for deciding whether we should work together.
- 2 anonymous visits
- Anonymous contact test
- Open and direct feedback
- If you proceed with Manér, this amount is deducted from the programme fee
We change what we find. The programme is built precisely for you — scope, pace and content are agreed after the first meeting. I work side by side with your team on the floor — not in a meeting room. It might be the customer conversation, the first approach, the close of a sale, or the atmosphere in the room. We address what needs to be addressed.
- Anonymous visit & contact test
- Expectation alignment
- Active training days — 3×2 weeks
- On-site follow-up — included
tailored to your programme
Focused on what turns a customer into a regular — the personal touch, after-purchase care, events and the moments that are remembered. Only available after a Manér programme.
- Personal gifts & after-purchase rituals
- Client events & invitations
- The details that are remembered — and bring people back
A considered onboarding process that ensures a new team member becomes a genuine asset from day one. 3 days per week for 4 weeks — in collaboration with HR.
- 3 days/week × 4 weeks
- In collaboration with HR
Let's talk about what you need.
Songul
Ayhan
There are no coincidences in a great customer encounter. The hair. The shirt. The look when the door opens. A customer decides within seconds — not based on the product, but on the person who meets them.
For 17 years I have demanded that person stands for something. Service level and bottom line are not two separate conversations. They are one and the same.
“My style is direct. Things are said as they are — and as you need to hear them.”
2026 – present. Founded Manér after 17+ years in premium retail. Manér helps retail businesses raise their customer experience and service level — through anonymous observation and direct work with the team.
Hermès is one of the world's most exclusive luxury brands. I held full responsibility — budget, revenue, staff and service level. Their standard is uncompromising. So is mine.
Store Manager at the concept store in Illum and later the flagship store in Antonigade. Trained staff in international franchise stores in London, Paris, Antwerp and Linz.
Partner in both businesses with a focus on showroom, customer journey and sales. Plinth specialises in bespoke kitchens and wardrobes; Original Interior in bespoke interior design.
Questions
& answers
An honest and unfiltered picture of what your customers experience — and what is costing you customers without your knowing. A team that is motivated to sell at a higher level of service. And a business that leaves a lasting impression on everyone who walks through the door. This is not a course that is forgotten next week. It is work that happens in the reality your staff live in every day — with the customers who actually come through the door.
I will get back to you within 24 hours and suggest a time for a 30-minute conversation. No preparation needed — we simply talk about your business and whether Manér is the right fit.
No. I arrive as a completely ordinary customer — no one knows who I am or why I am there. The anonymous visit is the foundation of an honest and unfiltered picture.
Yes. Everything I see and hear is treated with complete discretion. I never share information about your business with anyone — during or after the programme.
The Insight fee is deducted from the Manér programme price if you choose to continue. You do not pay for the same thing twice. It is a natural path from the first honest look to a full programme.
Then I say so. Directly and without hesitation. That is precisely why I am there. Honest feedback is worth more than comfortable feedback. If you are not ready to hear the truth — Manér may not be the right choice. We align expectations before we begin. That way there are no surprises along the way.
Most mystery shopping companies send someone briefed on the assignment who knows who the customer is. They collect data and deliver a report. That is useful — but it stops there. Manér is different. I am not a briefed shopper — I am a consultant with 17 years of leadership experience in premium retail. I visit anonymously, observe what is actually happening, and then work directly with you and your team on the floor. No report gathering dust. Data tells you what is wrong. Manér does something about it.
Nothing. That is the point. I want to see the business exactly as it is — not as it is on its best day. No briefing, no preparation. Just a completely normal day.
Results come when the leader and the team are ready — and stay committed. I show what is not working and work on what is needed. The rest is yours.
Yes. Before the programme begins I ask for three simple numbers — average transaction, conversion rate, or whatever is relevant to you. After the programme we compare. It is not a guarantee — but it is a concrete picture of what has happened. And it is invaluable the next time you are deciding whether to do it again.
That is exactly what Implement is designed for. A considered onboarding process ensures the new team member becomes an asset from day one — not someone who simply absorbs the habits already there. Implement is developed in collaboration with HR and management and gives you a concrete tool you can use every single time someone new joins.