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One of my clients recorded the best day in 22 weeks last Sunday because a new sales assistant - decided to focus only on this one thing she learned from Sell$mart. (She said she lacked the confidence to try all/more things.)
Before I tell you; here is why it is NOT [...]
Filed under: Customer Service, Retail Operations, Selling | Tagged: Retailing, Sales, Salesmanship, Sell | No Comments »
How good is your customer service?
The attached graphic should be worth the proverbial thousand words – but since I am not a very good designer, it probably needs some help.
1. Dead contact
The only interaction is by complaint form or voice mail.
2. Dumb contact
There is a person at the other end… but it does not help [...]
Filed under: Customer Service, Management, People, Productivity, Retail Operations | Tagged: Customer Service | No Comments »
Retail Marketing is about delivering a proposition (supply side) that meets a customers needs (demand side).
By now you understand that the proposition is more than product, but the whole ‘package’ wrapped up in price & presentation.
We also know that ‘product’ is not the ‘steak’ but the ‘sizzle’.
That is the supply side taken care of, now [...]
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A service is the action of doing something for someone or something. It is largely intangible whereas product is tangible (material) since you can touch it and own it. A service is an experience that is consumed at the point where it is purchased, and cannot be owned since it quickly perishes. The nature of [...]
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Commentators often talk about the ‘2- percenters’ - that is doing those things that are tough, have a low probability of success and yet goes to show an attitude of perseverance and commitment to the small details other people will overlook. (It is often used as a sporting analogy to illustrate the point (for [...]
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Moment of Truth: MoT
The term ‘moment of truth’ describes ANY touch point in which the customer comes into contact with some aspect of our company. On the basis of that contact, customers form an impression of your products/services.
Every time we come into contact with a customer, he or she creates an impression that can determine [...]
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The word’s origins[1] date back to around 1400AD. The Old French word for costume (meaning the ‘habit’ as worn by nuns and priests in 1200 AD) also became associated with someone who regularly pays a toll or a tax (hence the word ‘customs official’) in 1325AD; when, for some inexplicable reason later switched to mean [...]
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This is a post aimed at retailers and centre managers.
It is based on our experience in training YOUR frontline staff in the art of delivering customer service.
If you really, REALLY want your cleaners, your security guards, your employees to deliver great customer service, this is what you must do:
Stop treating them like they are invisible. [...]
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The key measure of SUCCESS for any system is PRODUCTIVITY. This is a much used – and very misunderstood term. In this program we will study the concept of (retail) productivity in great detail, because it is important to manage the performance of any system.
Productivity measures relative performance, which is almost always the most [...]
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