While the big four operators look to retain customers, Three is aiming to increase its base. Jacqueline Kelleher, or JK as she is fondly known, has the unenviable task of getting the balance right between sales and customer service in store. Kelleher does this by keeping close to her staff, who say she is approachable and always available to speak to directly. In fact, she is so close to staff that Three brought in Nokia’s E72 at their request. Kelleher has made big changes to the way retail staff deal with management, championing an open and honest policy and letting staff have their say. All stores went into profit last year and Kelleher deserves to take a big chunk of the credit for that. Three has produced a clear, simple and highly focused retail strategy and Kelleher has made sure retail staff are communicating the message to customers.
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