Striking a balance between profit and social and environmental awareness, executives at The Body Shop say that its employees deliver excellent service largely because they believe in the firm's progressive mission. 'We have a sales team which believes in our mission,' said Marcus Tancock, Body Shop Hong Kong and Macau business development manager. The British-based cosmetics company has operated in Hong Kong since opening a shop in The Landmark in 1988. It now has 14 stores in the SAR and two in Macau. The company's corporate approach was crafted in 1976 by its founder, Anita Roddick, and has helped the firm win the Hong Kong Retail Management Association's (HKRMA) prize for companies selling beauty products and cosmetics. Mr Tancock lauded the HKRMA programme for motivating retailers. 'It's also a great incentive for the staff who have their bonuses and promotions evaluated,' he said. 'The Mystery Shopper programme helps us keep our standards to the highest level. It is also the best benchmark to gauge your performance in the industry.' The company uses the Mystery Shopper programme to augment its own standards set by its learning and development department for 180 employees. Trainers, led by communications and human resources manager Iris Cheng, use their own unique teaching methods. For instance, teamwork is taught through Outward Bound adventure programmes. There are two full- time trainers whose sole job is addressing the issues of customer service. 'Our staff are constantly focusing on three things: what is it like to work at a Body Shop; shopping there; and what is the difference between us and another store,' Mr Tancock said.