I commissioned Nicki to carry out a review of our marketing activity, some mystery shopping amongst our key competitors and some training for our administrative staff and supervisors on how to handle enquiries and assessments. The review showed me how I could spend our limited marketing budget much more effectively and how we could improve the sales process to convert more web visitors and telephone enquirers into paying customers. It also highlighted the key messages we should promote on our website, in our literature, when dealing with telephone enquiries and at assessments. All in all I feel confident that our marketing is more effective and that I have the tools in place to test new things and identify quickly whether they are working.”