Client: Luigi Crobu, Head of Retail (Thomas Pink, later T M. Lewin)
Focus: Induction Training · Team Cohesion · Service Culture
Format: In-Person Workshops · Ongoing Group Sessions · Quarterly Onboarding Support
‘When Thomas Pink decided it was time to reopen a physical store after their retreat to online retailing over covid, their retail lead, Luigi Crobu, contacted Sam to design and deliver induction training for his new team. His brief was to support these new starters as they formed a team but to have this anchored around the importance of the service they would deliver to the Thomas Pink customers who visited the beautiful Jermyn Street store in London.
The initial team development induction training was very well received and it was impactful as the store performed strongly on the sales targets but also received great customer feedback too. Sam followed up by facilitating frequent sessions as workshops with the team in the store to review their progress as a team, celebrate milestones and highlights, but also to keep their customer service culture consistent and front of mind for them each, as well as supporting new team members to understand this service culture as the months went by.
In 2025, when Luigi joined T M. Lewin as their Head of Retail for T.M. Lewins’ return to physical retailing and new stores openings, he continue working with Sam Mancey Coaching Consulting as he knew her training had supported the culture created at Thomas Pink around individuality of customer service and team cohesiveness was key for that store’s success.
Sam has gone on to deliver part of the induction training and onboarding as well as quarterly sessions for the first T M. Lewin store opening in Bow Lane, London and will continue to do so as the store opening programme is rolled out to ensure the T M. Lewin service culture and team collaboration is consistent across all stores.
Click here to hear what Luigi said about working with Sam.’
