About Us

What is Lumin?

Lumin is a hospitality and retail service consultancy with a difference. Using psychological principles such as behavioural analytics – we provide insights into the customer experience and staff mindset and help your business grow.

As a full-service consultancy, we also give you ways to simplify business operation, streamline processes, maximise your staff’s potential, provide better customer service and increase your profit.

At Lumin we want to help you reach your full potential so you can shine your brightest.

OUR PROCESS


Customised Service

As every business is different, we aim to customise our services to fit your business and your goals. We’ll find and enhance your business’ strengths, as well as locating then providing solutions to weaknesses.

STEP 1 – Initial consultation
We’ll meet to discuss your needs and the level of service you require and then Lumin will provide a quote for your tailored business solution.
STEP 2 – Research
We’ll analyse your customers, operation, staff and systems using our 8 key indicators and researched psychological principles.
STEP 3 – Present findings
We’ll report back to you with a comprehensive analysis and show you how you can enhance your strengths and fix your weaknesses.
STEP 4 – Your Solution
Lumin will help you activate your business solution. We’ll help you implement change, train you and your staff in new systems and behaviours, provide comprehensive operations manuals and give you the tools to turn your business around.
STEP 5 – Shine your Brightest
You’re on your own. Achieve your goals and shine your brightest!

Our Approach

We believe that customer service is the essence of all hospitality and retail business. It sounds simple, but without customers, there are no sales. What sets great businesses apart from the rest isn’t just great product, it’s great service.

The best customer experience comes from genuine human interactions. Lumin provides expert advice on how to get the best out of your staff and the most out of your customers. We’ll give you the tools to provide top customer service and great product, and have the operational systems in place to maximise your profit.

Our Strategy

Using our 8 key indicators we’ll help you get a comprehensive understanding of every aspect of your hospitality or retail business. By looking at the following Lumin will lift sales, improve staff performance, increase customer satisfaction and maximise profit.

Behavioural Analytics
Shift Management
Competitor Analysis
Business Operations
Efficiency Optimisation
Business Planning
Systems Consultation
Exceptional Staff Training
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WHO IS LUMIN?


Lumin is the brainchild of Mark Cvetkovski. With many years’ experience working in hospitality and customer service, as well as a degree in Psychology, Mark joined the two and created Lumin, a hospitality and retail service consultancy with a difference.

“I am deeply passionate about human interactions and how the way we think influences the way we interact. I work with individuals to better understand how their personal motivations can help shape and influence the behaviours of groups. I help individuals recognise their abilities and reach their fullest potential. When applied to hospitality and customer service; I can support, coach and train you, your staff and your business to shine your brightest.

EXPERIENCED
I have worked in hospitality and customer service since I was old enough to get a job In every role, I have found myself helping to train staff, increase performance, customer service and overall sales. Starting Lumin was a no brainer.
RECOMENDED
All our customers are satisfied customers. Check the client stories to see how Lumin helped them.
QUALIFIED
I’ve trained in staff performance, developing training manuals, improving customer service and improving profit. I completed a degree in psychology and honed many of my intuitive performance techniques into structured, scientific methods.
CLIENT STORIES

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Irene
Billi’s Café and Burger Bar, NSW
Owner

My café was empty and my sales were low. My staff kept telling me the street was dead, but the other cafés on the strip were full. Lumin investigated customer behaviour and calculated the number of customers walking past my café and my potential market share. They provided detailed analysis, profiled potential customers and provided a strategy to bring them in. With Lumin’s help sales grew about 25% within a few weeks.

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Vangel
Ampersand Café and Bookstore, NSW
Owner

Staff morale was low and my overall sales were suffering. Staff often turned up late and there seemed to be a lot of sick days and shift swapping. We were often understaffed during the important times and even my good staff were caring less and less. Staff turnover was high but I couldn’t seem to find good new workers either. Lumin provided us with several simple and easy-to-manage solutions; ensuring that staff were held accountable for their negative actions, and more importantly, rewarded for the good ones. Shifts became easier to manage, staff morale improved, everyone started working harder and staff turnover dropped significantly.

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Matthew Banhidi
Inscape Horticultural, VIC
Owner

My sales were low and customers often wouldn’t come back. There were a lot of mistakes with orders and transactions were really slow. I know that my ticketing and transaction system was slow and outdated, but I couldn’t afford one of those new POS systems. Using unique calculation tools, Lumin showed me a customised solution that meant that my new POS system was easy to afford. It’s already paid for itself and even increased my overall profit on the year!