Rituals Dordrecht wins the Experience of the Month Award February!
15/4/2025
Congratulations, Rituals Dordrecht: you’ve won the Experience of the Month Award! Every month, our mystery shoppers visit hundreds of stores, hospitality venues, and other locations to review the service, hospitality, and overall experience. From all the results, we select the experience that truly stands out. This month, that was Rituals Dordrecht: our mystery shopper was given an outstanding experience from start to finish! We’ve been working with this leading retailer since 2019, which makes it extra special to present them with this award.
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Personal and customer-focused growth
Max Esseboom, Sales Advisor at Rituals since July 2024, is the one receiving the award. From the very first moment, he gave our mystery shopper a full Rituals experience. A warm cup of tea, trying different scents with personal advice, and his genuine kindness made this visit unforgettable for our mystery shopper: “I want to compliment the employee for his friendly approach. He really took the time to listen to my needs, gave clear information about the products, and shared useful tips, like how to use fragrance sticks more efficiently. When testing the products, he even made sure my coat didn’t get wet by putting a towel on my sleeve. I truly felt appreciated.”
Max started at Rituals in July 2024 and is combining his job with his studies to become a primary school teacher. Winning the Experience of the Month was a big surprise for him. “Getting a 94% score is already great, but this award is a real honor! Over the past year, I’ve really grown and made big steps in helping our customers.”
Shop Manager Marcella de Ronde is incredibly proud of Max:
“I love that one of our team members has won this award. We’ve been scoring really high recently and have made great progress together. This award will definitely get a special place in our break room!”
Customer contact as the key focus
Customer contact is Max’s favorite part of working at Rituals. “At first, I was nervous to approach customers. But now, I give it my all and treat every customer like a mystery shopper. I even teach new employees how to approach customers.” A beautiful personal development, and this award is proof of that!
Margreet Binken-Blom, Area Manager at Rituals, was happily surprised by the award: “Every month we focus on how we can help customers even better. At our annual shop manager event, we also give out sashes to the top-performing shop managers at Rituals.” Marcella adds: “We already have two sashes and we’re aiming for the third this year. A compliment like this from the customer experience research is the cherry on top!”
Targeted training for every part of the experience
For Margreet, the research results are incredibly valuable: “I visit all the stores every month and notice a lot of what I see reflected in the results. Every month I send an overview to the teams: what’s going well and what can be improved? One of the biggest improvement areas is the water island, where we let customers test products. We provide specific training here with our sales advisors and Rituals experts. They even make videos for each part to show how we can do it even better.”
Max and Margreet both highlight the importance of collaboration between different locations. Max: “I love seeing how other Rituals stores do things. I learn a lot from that.” Margreet adds: “We do this together. One store scores 100%, another 60%. Then we look at how we can lift each other to the same level. Every store is different, but we learn from each other.”
Congratulations again on this well-deserved award, Rituals Dordrecht! Now on to the third 100% sash. 😉
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