Executive summary
Hendy Group has launched a two-part Excellence Programme to elevate sales capability and standardize the customer experience across its network. Co-created with Akeno and delivered via the in-house Hendy Academy, the initiative will reach more than 430 colleagues by the end of Q1 2026 and then become a permanent element of the academy.
What’s included
- Customer Excellence: a two-day, in-house foundational course completed first.
- Sales Excellence: a follow-on module that applies shared service principles in sales settings; combined participant feedback refers to a three-day experience.
- Format: 54 in-person courses, no slide-led lectures, highly practical and tailored to Hendy’s sales environment.
Why it matters
- Responds to non-linear buyer journeys where customers arrive informed and expect seamless digital-to-showroom handoffs.
- Shifts from ad hoc training to an integrated academy model focused on long-term capability, not short-term gains.
- Drives consistency and alignment across sites and brands, setting clear standards for customer interactions.
Delivery and timeline
- Initial rollout runs to a fixed deadline at the end of March 2026.
- After completion, Sales Excellence content will be embedded permanently into the Hendy Academy for both new starters and existing colleagues.
- Ongoing monitoring of outcomes and feedback will inform continuous updates and refinements.
Early response
Feedback from early cohorts has been positive, with participants describing the combined course as highly valuable, reinforcing the decision to embed the content in the academy.
Operational implications
- Establishes a common language and service foundations before applying skills in sales scenarios.
- Standardizes handling of inquiries, option presentation, and handovers to ensure a coherent experience across all locations.
- Supports a broader capability strategy alongside management development, apprenticeships, and internal learning pathways.
