RetailBizBlog

Why Do They Call it "Black Friday" Anyway?

noreply@blogger.com (unknown) — Mon, 02 Dec 2013 18:56:00 +0000

Why? Because that is the day of the year when sales should be so strong that retailers move out of the "red" and into the "black" - PROFIT. So now that "Black Friday", at least in the traditional shopping sense, is becoming a thing of the past as competition and a desire to maximize sales has driven opening times all the way into Thursday - could "Black Friday" in the accounting sense also become a thing of the past?

After 20 years of working through Black Fridays, there is still no question that that day still reigns supreme as the largest shopping day of the year, but this year I was finally forced to ask myself , "Are we spending too much to make this happen?" Malls across the country witnessed something that I have never seen in my 20 years - ZERO lines from around 3am until almost 11am. A middle of the night slow down was no surprise to anyone, but the fact that malls were as empty as a Tuesday afternoon in June was a little scary and totally unpredictable. Retailers everywhere were stuck in an extremely overstaffed position while managers were hesitant to cut down hours thinking every little business spurt was the start of the next rush. Being extremely overstaffed while running deep discounts that generate lower margins is never a winning combination!

Naturally, I think the next question is - Where is the sweet spot? Since I participated in my first "Midnight Madness", I thought that was it. All the fluctuations in traffic were relatively predictable and stores were busy. But opening on Thursday has now made me believe that "Black Friday" needs to go back to being on Fri-DAY! People definitely do NOT want to shop in the middle of the night or overly early in the morning, which is why midnight openings seemed to work and logically lead to Thursday night openings. Unfortunately, stores stayed open during the hours customers do not like to shop, which also happens with midnight openings costing stores incredible amounts of unnecessary payroll. It is now my opinion that 5am is the sweet spot. People will get up at that time to scoop up the best deals and Friday will return to a nonstop shopping frenzy. I also believe this will return business to the weekend as traffic and shopping habits balance out. Business coming in vs the cost to do that business can be maximized at every hour = SWEET SPOT!

All weekend I read articles discussing the strong sales retailers were reporting for Friday, only to wake up today to the completely unsurprising headlines that read something like this - "Weekend Sales Lag after Strong Black Friday Showing". In listening to consumers year round, their is a growing frustration that retail is pushing holidays too soon. In all other regards retailers seem to be picking up on the need to make genuine connections with their customers - an easy way to do that, is to let them have the time that is meant for them and their families and in return, they will be loyal and happy to shop with you.

Is "Black Friday" Gone Forever?

noreply@blogger.com (unknown) — Tue, 12 Nov 2013 19:08:00 +0000

It's official - Holiday shopping is here!! Malls have decked their halls, retailers are playing one of over a hundred versions of "I Saw Mommy Kissing Santa Claus", and the retail heavyweights are announcing their "Black Friday" plans....errr dare I say "Black Thursday"?! WalMart confirmed their earliest Black Friday specials won't be found on Friday at all, but at 6pm on Thanksgiving day, with many others following at 8pm.

For me, this will mark my 20th retail holiday season. Watching how this time has evolved through the years has been very interesting. When I started, I thought people would eat their Thanksgiving dinners early so they could induce their tryptophan coma early enough to wake up in time for the early bird specials - at 6am Friday morning. Then online shopping offered an alternative to risking your life in the malls for shopping safely from your couch - now we have "Cyber Monday" (insiders tip - most retailers still post their best online specials on Friday!) And now, Black Friday has steadily crept into Thursday as retailers open earlier and earlier to capture as many sales as possible. Competition has made this almost ridiculous, and at this current pace of corporate one-upsmanship,by 2020, we will be announcing Black Friday sometime around Halloween.

Now, if you have read my blog, you know I am a huge advocate of competition and doing whatever it takes to capture your customers. But, in this case, I believe the retail industry has fallen into a trap that doesn't appear to have a point of return. While I don't have hard numbers to share, I can say that Black Friday remains as the largest shopping day of the year, but it is the weekend that follows that no longer seems to be much more than a normal busy Saturday and Sunday. Adding hours on the front end of Friday, seems to be killing the sales on the back end.

Thanksgiving starts the holiday shopping season as the holiday filled with humanity - family, friends, food, and charity are all things that get people in the "spirit" of the holiday season. Taking away from that day is a slippery slope that I think will take a monumental stand by one of retails largest heavyweights to course correct. I believe a company like Macy's is the perfect company that should do this. They are one of the most symbolic retailers of the holiday season. A simple corporate statement could have a profound impact on the retail landscape for the holidays, and it would read something like this -

At this time of year we realize the importance of the relationships we share with those around us. The holiday season is meant to spread joy and kindness to everyone, and that starts in the home with our families and loved ones. That is why this year, we insist you spend your Thanksgiving holiday with those most special to you, as we do the same. We will open our doors early at 5am on Friday and will offer the same great savings on the gifts you want most, but don't fret if you are not an early bird as we will continue to offer many specials throughout the weekend. From our family to yours - Happy Holidays

The chances of someone taking this leap are probably pretty slim. I do believe though, that the response would be overwhelmingly positive. Until then, i would not be surprised to see Thanksgiving eliminated as a "day-off" in the retail industry, as malls are not far off from simply opening altogether on that Thursday.

Power Executives Show Us How It's Done

noreply@blogger.com (unknown) — Sun, 19 May 2013 21:36:00 +0000

Is it just me, or does it seem that CEO's of today are everywhere?! I can't recall such a time when CEO's have been such public figures. The headlines have moved out of the financial pages and into mainstream news. Power players like Mark Zuckerberg, Howard Schultz, Jeff Bezos, James Sinegal, Tim Cook, and Yahoo's new dynamo Marissa Mayer, have turned the front page into the business page!

The greatest thing about this, is we have a glimpse like never before into the business and culture savvy these mega-executives possess. Zuckerberg proved he is much more than a lucky (and very intelligent) college kid in a hoody, when he successfully navigated into the mobile space before his initial investors had to decide to bail on him in Q1. Howard Schultz, has many wondering if there is a political future in store for him (he continues to strongly deny) when he decided to rally other business leaders against the indecision and fiscal irresponsibility of our elected officials, all the while strategically positioning Starbucks for growth in a niche many people thought was nearing it's cap. Tim Cook has had probably the toughest year as Apple stock has tumbled to unforeseen lows as their products seem to have lost their "mojo". Unfortunately for him, he is attempting to fill the shoes of one of the worlds greatest ever innovators, and the comparisons are simply not fair. Then there is Yahoo's Marissa Mayer....

Yahoo, was becoming and afterthought, if not a joke. They were crumbling beside the exponential growth of Google, and then having Facebook successfully emerge as competition didn't help anything for them either. Then there was the internal strife. The ousting of her short-lived predecessor for allegedly fabricating his resume had even Yahoo's employees wondering how much longer the company could survive. Then the young Marissa Mayer took over. Somewhat of a recluse as far as today's CEO's go, Mayer has continuously made headlines that show she is for real! Her business savvy has been on full display, whether it be through strategic acquisitions (that some analysts deemed foolish), or her shocking decision to bring her "at-home" workers back to the office for an "all hands on deck" approach to turning Yahoo around (supported by a productivity analysis). What strikes me most about Mayer, is her fearlessness in taking over a position that came with an extremely high level of scrutiny. Her willingness to fail in order to win under those conditions is amazing. She also has appeared to have won over a once skeptical board of directors by reportedly gaining approval for a $1.1billion purchase of Tumblr, with the official announcement expected tomorrow.

With all this corporate leadership muscle on display, it only makes me want to give my leadership skills a serious workout! The tenacity, foresight, confidence, focus, and passion these leaders show on a daily basis is inspiring. They are all willing to fail or make the unpopular choice in a place where their every move is questioned. In the end, their vision is clear, the results are undeniable, and the employees share the confidence of their leaders.

"Humility Time"

noreply@blogger.com (unknown) — Fri, 15 Mar 2013 19:47:00 +0000

Yesterday I took part in a TweetChat presented by the #bealeader community. The topic for the chat was the importance of self-awareness for a successful leader. One of the questions posed was "How does one keep self awareness from becoming the less desirable self involved?". I responded with a concept that I had been taught very early in my career that I have since dubbed "humility time". I had a few responses that unfortunately, the 140 limit of Twitter made very difficult to properly respond to.

Very early in my career, I worked off the premise that knowledge was power. At the time, I had all the knowledge, and assumed that granted me all the power. My team very quickly delivered me a very harsh reality check in letting me know that was not going to be the case. My manager at the time explained the importance of self-awareness. She recommended I mentally schedule time for myself to intentionally be the guy "that does not have all the answers". That meant not only admitting that I didn't have all the knowledge, but it also made me learn how to ask questions I did not have the answers for, and recognize those that did.

Over the next several years, I experienced very rapid success and growth in my career. Each step of the way I reminded myself to always set aside this time "to not have all the answers" - Humility Time. I became a very energetic and passionate leader. I believed that I was someone that could teach others how to achieve more. Every step of the way, I never stopped this practice.

Towards the end of yesterday's chat, the host (@gingerconsult) asked me if I felt I needed this time to stay connected to my teams. That comment really made me think (also the primary reason I want to share this). I have always felt that I had a very strong connection with my teams. Because this practice had become so second nature to me over the years, I did not think that it was responsible for the bonds I had built. The reality though, is yes, this practice is largely responsible for the connection I have with my teams. I believe my manager back then (still a very trusted mentor) recognized my penchant for letting my passion allow me to race ahead without turning around to see if others were still following. This practice, although much evolved, over the years has allowed me to always remember that a leader does not exist without a follower. It made me learn, that in the Leader-Follower relationship that it is the follower that is most important. The followers will mold their leaders with the qualities they desire. By continuously asking questions, I nurture that relationship in a way that helps me quickly identify ways to be better, and reinforces in them their decision to follow.

I did however consider a potential pitfall to permanently adopting this practice. Anything on a schedule, especially a repeated item, becomes a chore. As long as you feel you are maintaining personal and professional growth, and never feel you are acting to "cross something off your list", this can be a very powerful tool.

Thank you to +Jen Olney and your #bealeader community. I learned a lot in your chat, and even just by writing this article!!

Bringing the Mojo Back!!

noreply@blogger.com (unknown) — Mon, 11 Mar 2013 23:41:00 +0000

Every retail leader has had those employees that have simply seemed to have "lost their mojo". Is it better to move them out before they contaminate your team with their "funk", or should you find out where their mojo went, and give it back to them?

Strictly from a cost perspective, hiring and training a replacement can be expensive. I will always advise in the direction of getting your rockstar back on track. People fall into a funk usually from one of two things. First, they have repeatedly felt under-appreciated for the work they feel they are doing. Or second, the appreciation is always there, but the challenge is not. The common denominator is pride, which in your business translates to ownership and performance.

Lack of Appreciation - Appreciation can come in so many forms. The easiest is a simple "thank-you". If you really want to turbo charge that thank you, use your employees name and actually tell them specifically what you are thanking them for!

"Hey, thanks for all your hard work today!" How many times have you said that thinking you were being the appreciative leader? Now try:
"Hey Susie, thanks for cleaning out the cashwrap today, it looks awesome!"

More often though, when your employee has lost their mojo, that simple thank you is too little too late. These employees need involvement. Involving your employees either through continuous education, or bringing them in on key decisions shows appreciation for who they are and what they bring to the business. Let them see that their input lead to positive results. The turbo charged thank you after that will have a much greater impact on them, and potentially the rest of your team.

Lack of Challenge - Do you ever hear your employees say things like, "I don't get paid enough for this"? That is usually the first sign that they are no longer challenged. It might sound backwards that they would want more responsibility while complaining they don't make enough for the work they are already doing, but when the job itself stops rewarding you, there is nothing left to complain about than the financial rewards. This is where you, as a leader, can really make a huge difference, and give them back their mojo like never before! Work with your employee and dig to find what they are passionate about. Ask what is happening that frustrates them more than anything. Take those frustrations, and use the skills they are passionate about and let them make the difference. If they are frustrated by having a lack of skill or knowledge, don't keep it away from them! Be their mentor and watch them grow way beyond the rockstar they were before!

I once had a mentor that equivocated my employees attitude towards me and their job with a bank account. When you first train an employee you are building up their balance. Every action, or lack thereof, will result in a deposit or a withdrawal. As with any account, withdrawals are necessary, and can come in the form of an undesirable schedule to specific critical feedback. Having employees "with large bank accounts" will not only make them incredibly productive, happy, and receptive, but you will never hear that dreaded phrase "I don't get paid enough for this" again!!

5 Do's and Don'ts of Customer Service

noreply@blogger.com (unknown) — Wed, 06 Mar 2013 17:49:00 +0000

As companies evolve trying to keep up with their tech savvy customers, there are still some very simple "Do's and Don'ts" to keep in mind.

5 Do's of Great Customer Service

1. DO have a genuine greeting. No longer is this a formal robotic welcome to every pulse that passes through your door, but a warm conversation intended to develop a connection with your customers.
2. DO be honest. I guess this should go without saying, but even if you ask the most successful commissioned salespeople, being honest will create a bond that will deliver long term results that will far outweigh any potential increase today (could even generate a larger increase today if your customer recognizes your honesty!)
3. DO be happy. If you don't like your boss, or are having a bad day, that has nothing to do with the customers. They should always feel you are happy to be there.
4. DO be Knowledgeable. Product knowledge, corporate knowledge, current promotional knowledge, and now - tech knowledge! If your customers are armed with the latest in technology to help them in their shopping, know what is available to them, and make those apps a compliment to your already great service.
5. DO go the extra mile. Customers today have low expectations and high hopes. Always think of ways to make your service "better than the rest"! I had one customer deliver us Christmas cookies and a very enthusiastic "Thank You!" after we called another location to hold product we did not have. It doesn't take much to make a huge impact!!

Good service is NOT hard to do!!

5 Don'ts of Great Customer Service

1. DON'T ignore the customers. Let me be clear - It is NEVER ok to assume the customer will come to you when they want something, and therefore should be left alone.
2. DON'T be greedy. Yes there is pressure to hit sales goals, but when your customer senses greed as your motivation, the experience is killed. They likely, at that point, will either leave or buy the minimum items they need. They also will assume you are an accurate representation of your store, and will be very skeptical towards future interactions.
3. DON'T have a bad attitude. Having a bad day? Get out your issues before you clock in! Not only could this turn real ugly real fast, but you could even put your own employment in jeopardy if you can not control yourself.
4. DON'T be a robot. Letting the customer shop and then silently checking them out at the POS, is definitely NOT giving your customers reason to return.
5. DON'T be unaware of your job. Having new people that are still learning is one thing, because they can still have a positive attitude to make learning with the customer fun. Having people that just don't know what they are doing can be one of the most frustrating interactions a customer can have. As with (#4 above), customers are now armed with enough technology that instead of serving as the intended compliment to your service, they can and will become a substitution!

Little Details Make All The Difference

noreply@blogger.com (unknown) — Wed, 27 Feb 2013 19:38:00 +0000

Yesterday, I spent some time walking the mall. I was specifically looking at the visual execution of stores in the mall. While, I was overall pretty impressed with the elevated level of appearance standards from the last time I did this exercise, I still saw several things otherwise great looking stores missed.

Mannequins - These are the most important displays in your store. Not only should the mannequin be in good condition, but it should be dressed in such a way, that a customer would want to have the same look. Mannequins can drive your store sales by also including accessories to add to the detail and complete the look. I was disheartened to see mannequins that were in store windows, with broken pieces! I also saw clothes that appeared "flat". They looked as if they were unfolded and then just draped over the mannequin. As you adjust your own clothes after putting them on to look right, you should treat your mannequin the same. The more like a person they look, the more effective they will be!! **TIP - Give your mannequins a name!! After you dress them introduce them to a co-worker. It might sound silly, but you wouldn't introduce a friend that looked sloppy to someone, would you?

Windows - While I understand that it is not possible to keep up with every passing kid that drags their hands across the front of your store, some store windows looked like they were cleaned with a box of KrispyKremes. Windows, unfortunately, can easily become an afterthought. Customers passing by your store can and will make assumptions about the product and customer service they can expect from a store with a dirty exterior. **TIP - For big exterior windows, generously spray window cleaner on the top half of the windows. Then use an extended reach squeegee and wipe from top to bottom. Use one towel to wipe excess from bottom of the window.

Visual Elements - Unique displays create visual interest that will draw customers closer to your product. The more real the better. The best way to describe this is with TV's. Have you ever gone to a TV store and bought the TV that had the fuzzy picture or maybe wasn't even turned on at all? But the big TV with bright clear picture drew you in. Then it was an easy approach of the salesman to give you enough product knowledge and direction to find the TV in your price range and viewing requirements. (Right: Two stores from the same chain. Which one do you think sells more TV's?) Look at your displays. Do the items look realistic? If your displays do not create any emotional connection....adjust them!

Daily Maintenance - While this is where I saw a significant improvement, this is the most important part to not let slide! Maintaining that focus of maintaining your store appearance throughout the day can make all other tasks go by so much easier! Shirts were folded neater, fixtures and floors were free of dust, lighting was all turned on, and racks were full....KEEP IT UP!!!!

How to Have Top 100 Corporate Culture

noreply@blogger.com (unknown) — Fri, 22 Feb 2013 20:09:00 +0000

When Fortune Magazine posted this year's top 100 companies to work for, a common thread between all of those companies is a culture that employees feel connected with. Whether it comes from connecting as a family, supporting local communities or charities, or supporting the health and wellness of their people, the employees of those companies are very happy. What I find interesting, is that most companies I talk to (that did not make the list) also talk about how amazing their "culture" is.

If you listen closely to the employees, the difference starts to become obvious. Those who work for top voted companies, will talk about their leaders as if they are people they know personally. They will talk about things that they have actually done or been a part of. Those who work for companies that don't make the list will talk about how their company has a strong foundation and leadership, good values in their mission statement, and they will list the great things that the company has available to them. Do you see the difference?

So what are some steps that a company can take to integrate their culture into becoming an actual part of their daily routines? It starts with the Leadership. Leaders of today are required to be a more public presence in their company. There are more than a few CEO's on the top 100 list that set aside time weekly to randomly call people in all levels of their company to check in and encourage them. That kind of openness sets the example for the entire company. The next essential piece is in the empowerment of your employees. The most common reason an employee does not get involved in their communities, or in corporate events, is they don't feel or see the support to do so. Many retailer websites have a small link at the bottom (usually clustered with the corporate links) listed as "community". That link will discuss the corporate donations to various charities the company is involved with, but there is no employee involvement, which translates to - "My company does great things, but I only work here." Lastly, corporate needs to meet the employees in the middle. With the majority of employees in retail working in stores, many employees feel an "us and them" sentiment towards their partners at the corporate office. Following the example of the CEO, the lines of communication can't just be open, they must be encouraged for use. Aeropostale, is one retailer that did make the list. They were specifically sited for their "teen advisory boards", where part-time salespeople have open communication with management and corporate. It will take proactive behaviors like at Aeropostale to nurture a living culture within your company, but the results will definitely be worth it!!

I actually worked for Aeropostale at the beginning of their rapid growth period. They had less than 100 stores when I started, and over 500 when I left. I was fortunate enough to open their Colorado market expansion and loved the support and the open lines of communication I had with all corporate departments. They instilled a feeling in their employees that they "were a part of something", and that is a hard feeling to find in other companies. It doesn't necessarily have to be in the community, but in the end, all employees want, is that genuine sense of purpose and belonging.

Selling - A Lesson in Human Interaction

noreply@blogger.com (unknown) — Wed, 20 Feb 2013 21:32:00 +0000

Try this - take at least 5 people (no max limit, the more the better) and tell them to stand in a circle and look at the ceiling. Instruct them that counting is cheating, and that they should start to raise their hands when they think one minute has passed. Typically, you will start to see hands going up around the 30sec mark, and in most instances, all hands will be up by the 50sec mark. Now, do the same thing, but instruct the people to look at one another and engage in casual conversation. You may have one person being very conscious of the drill, but in most cases, the entire group will go way past the one minute mark without raising their hands.

I first saw this drill used in the restaurant industry to illustrate that when a waiter says to a table "I'll be with you in just a minute", that that minute can have two very different perspectives. I have used it several times since then to illustrate the power of conversation. In traditional retail stores, customers may wait while you grab different sizes, finish phone calls, help other customers, or maybe even just finish straightening the store (please put your customer first!!). How different would that wait be, if you had engaged that customer in such a way, that instead of staring at their watch or checking Facebook on their phone, their mind is spinning thinking of what they will contribute next in the conversation you were having.

When I interview people, my favorite question to ask is "What is the difference between a customer and a client?" Websters defines them as this:

cus-tom-er: noun. One that purchases a commodity or service.

cli-ent: noun. A person who engages the professional advice or services of another.

I summarize it by saying that a customer is every single person that steps foot in your store (even employees, or service people), and a client is every customer that you engage in conversation with. We work with clients.

Who do you ask most for advice? Fashion advice? Decorating advice? Relationship advice? Professional advice? I bet you were thinking of a close friend or relative for all of those. When you hire, train, and motivate your employees, don't put undo pressure of "selling" on them, because it will definitely come out in their customer approach. Reaffirm the reasons you hired them, and tell them to go make friends with every person they talk to. Striking up that conversation will open your customers up to a relationship where they will actually engage you seeking your advice. All that is left for you, is to remain a friend and be genuine and honest. If when your client leaves the store, they are thinking about you, your conversation, and their purchase, you did it right! My favorite moment, is when a client pops their head into my store with no shopping agenda at all, and says "This happened to me the other day, and I just had to tell you!!" That is a REAL connection!

Top Ten Spring Cleaning Misses

noreply@blogger.com (unknown) — Mon, 18 Feb 2013 22:36:00 +0000

This time of year is perfect for getting your stores back into "Grand Opening" shape. Many stores have actual spring cleaning checklists to help them get through this time. Here are the top 10 easy misses that keep your stores from looking their best (no particular order)

1. Get a Ladder! - Light fixtures, wall units, ceiling vents etc. Customers don't look up, and usually neither do you, which is why there is WAY more dust up there then you really want to see!! Getting rid of this dust and keeping the vents clean can actually minimize your buildup throughout the year! Don't forget to re-aim your lights after cleaning them!!

2. Get LOW! - Floor boards, especially in corners can get caked with grime that gets pushed against them all year while you mop.

3. Get MOVIN'! - Move ALL the store fixtures. Dust buildup, uncleaned spills, and sometimes it will even show how dirty the rest of the floor is!

4. The Fixtures - Rarely do the fixtures get wiped down from top to bottom. As much as they get used, this should actually be way more frequent than spring cleaning! Insider Tip - After cleaning your fixtures, wiping faceout, sidehang, and rounder bars with wax paper will make the hangars glide on the rails and also make nightly straightening a breeze!!

5. The Cashwrap - Pull EVERYTHING out, and wipe everything down. This also gives you the opportunity to reset in a more efficient way.

6. Doors - If you are a hard worker, (which I know you are!) then you rarely use your hands to open doors! You use your feet, boxes, rolling racks, or anything else that you are carrying. All of those things are dirty and leave scuff marks, streaks, dirt and grime.

7. Signage - during the hustle and bustle of the holidays, and the quick price changes that happen right after, chances are your signage could probably use a little reorganizing.

8. The Stockroom - All those things you did out front...do them in back!! Managers desk, floors, tops of fixtures, hardware stock, cleaning supplies, etc. I worked for a company that made their stockroom standards so high, because they would allow customers in back to "preview" the unreleased merchandise!! I also want to note - Most importantly, a messy stock room is a HUGE safety hazard!!

9. Ledges - This is a killer!! Dust builds up on these daily! Get your team in the habit of wiping these down with the already damp towels they used to clean mirrors.

10. Windows - PLEASE PLEASE PLEASE show some love to your windows!! Clean the glass inside and out, top to bottom. It is terrible when you can tell how tall the person that cleaned the windows was!! This has always been one of my personal pet peeves. The challenge I liked to give to my employees is to ask them to walk the mall and pay special attention to the windows. What stores would you go in based solely on the appearance of their windows?! What things did you see that would make you keep walking?

"This is almost like show business. I mean, every day you're opening up and it's show time." Costco CEO James Sinegal

Where Are We Going?

noreply@blogger.com (unknown) — Thu, 14 Feb 2013 05:02:00 +0000

When I started in retail, I signed a time sheet that was printed on a dot-matrix printer, and the word thermal in a retail store only referred to undergarments. Now, innovation and technology are paving the road for the future of retail. Customers have proven, that there will always be a place for malls and stores despite the rapidly increasing ease to exist and shop online. History has shown, that out of recession comes innovation. Who would have predicted so much of that innovation would be around the internet and mobile devices?!

Even when I started writing this blog, it was about rebuilding and establishing a positive customer connection. Since then, the idea of that connection has evolved, and some companies are clearly still wondering "Where are we going now?!" Again, when I started in retail, it was all about customer service, and going above and beyond was highly encouraged. Or, in other words, we were giving to our customers. That and a booming economy lead to record years that saw rapidly increasing prices and a frenzied pace in stores to keep up with product flow. Companies (rightfully so) wanted to capitalize on this boom, but that also changed the relationship with the customer from giving to taking. Sure, companies talked about customer service, but the reality was far different. Store focus was presentation and product availability, which left little room for the giving service that grew the foundation for many companies.

It is time to give again. This doesn't mean lower your prices or give anything away. This means be "giving" in your actions. Identifying who your customer is and what they want from you, and then deliver that to them!! Whether it be meeting your customer in their communities or recognizing their penchant for technology -- you have to bring it to them!! We survived on take take take, because there was a time where shopping was fun, and the customer needed us to be there for that. They don't need us anymore.....we need them!!

"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so." -Mahatma Gandhi

No More "Buzzwords"!!!!

noreply@blogger.com (unknown) — Fri, 08 Feb 2013 17:12:00 +0000

Open-ended questions, effective listening, sales approach, entrepreneur, "outside the box", visual appeal, loss prevention, customer base, foundation of change....these are all overused retail phrases that need to simply go away!

Training, or to put it simply, the information you give an employee to do their job well, is too diluted. Other than hands on training to teach a specific skill, most of your training should appeal to common sense. People go through hours and hours of customer service training, only to be churned out as another robot simply repeating their training to everyone that walks in the door. The customer experience (another overused buzzword) has evolved into building a much stronger human connection.

Hire people (not workers) that can have a conversation, that can smile, and that genuinely seem to appreciate your brand. Then your training turns into simply nurturing their pre-existing personality traits. Give them essential product and company knowledge, and then ask them to treat people the way they would like to be treated. Nordstroms has a reputation for not only having happy employees, but they also have a legendary reputation for customer service. What they tell their employees is about as simple as it gets - "Use best judgement in all situations"

So instead of diluting everything with overused and under-executed buzzwords, simply tell your team to go out and make friends with the customers. DO the right things, like calmly approaching a suspected shoplifter, or not walking by the soda cup someone left on a fixture. Encourage everyone to share ideas, no matter how crazy they may seem. Understand that with changing seasons and products there will come change and ambiguity, and know that that is a normal part of the process and not someone at corporate that has never worked in a store making a bad decision. Treat your employees with the same human connection that you want them to deliver to your customers and everything else will follow.

How to Balance Your Discount Cycles

noreply@blogger.com (unknown) — Thu, 07 Feb 2013 23:28:00 +0000

Accurate signage has long been a way to ensure that you are able to communicate to your customers even in the event you don't have an opportunity for a personal connection. If done right, the signage can not only draw attention to great deals, but can often even transcend a language barrier. That is why signage has long held the nickname "silent salespeople".

This kind of marketing is extremely powerful, and can make or break any business. This kind of marketing must be both delivered appropriately, and communicated just as effectively. There are really 3 basic categories of sale a store will run through - 1. Full Price - New seasonal launch, most goods are full price. 2. Promotional - Usually shortly into new season as sales start to indicate which goods are meeting forecasts. Items are then placed on a temporary (Promotional) sale price to accelerate sales. 3. Liquidation - End of season. Deep discounts are offered to rapidly move through unsold merchandise. As is evident, the categories typically run through a seasonal life-cycle.

Success comes in making this balance effectively. Most stores nail the full price mode, as their stores are full, the product is fresh, merchandising is fresh, and the employees are excited over new product. Promotional and Liquidation is where the problems generally begin.

I am going to start with talking about the Liquidation phase, as many of the Promotional problems are born here. There are a few stores that I can think of that cover their windows with GIANT sale signs and move all liquidation product front and center in an effort to make a greater impact. Unless your season missed forecasts by a huge margin and you are sitting on loads of product, this is generally a mistake. You are training your customers to wait for the sales, and what to look for without even stepping foot in the store. Whenever I see this approach, there is usually a line at the register, and a crowd by the sale product, but all the rest of the store barely gets noticed. Without your customers at least looking at the regular priced product, you will be stuck in that cycle of sitting on too much product over and over. This is where your "vocal" salespeople need to step in and actually "sell". I have described it as being a tour guide. Walk your customer all over the store showing them an even mix of both new and sale merchandise - it gives the feeling of your personal interest, because you are showing discounted product along with the "hot" items they shouldn't miss out on! Warehouse style sales with product literally thrown in boxes by pricepoint is not necessarily a bad idea, because it does build excitement and energy, but make sure it is not at the expense of your margins and current merchandise.

Promotional pricing can get a little tricky. Most customers have trained themselves to wait for this phase to do the bulk of their shopping. This is where signage accuracy, product availability, and ease of locating it are most important. Unfortunately, most of the problems in promo pricing are again in attempting to carefully balance merchandising decisions with a need to accelerate sales and those decisions are not typically made at store level. This is evidenced by the retail nightmare of changing something Monday, to change it back Wednesday, only to change it even again on Friday! Communicating to your team why prices frequently change, and not allowing it to have an impact in your general sales approach is key. In ALL cases the customer experience should be about the entire store and all the product available. I once had a Director of Stores say to a room filled with store managers and district managers "Who are you to decide what people get a chance to look at and not look at? It is not fair if you are not giving your customer every opportunity to find an item and make a purchase!"

A good example of a company that has proven that you can succeed if you manage your sales flow right is Victoria's Secret. At any given time throughout the year, their stores are busy. They are fully stocked, clean, and have enough staff available to give great customer service. They have a Semi-Annual Sale, that in some malls will bring so much traffic that nearby stores in the mall staff up accordingly! Their silent salespeople SCREAM to all their customers that the Semi-Annual sale is in progress. Their communication with their teams however never changes. It is never about the sale inside the store. The customer service and interactions are the same, just more of them. If the environment in your store stays with the assumption your customer wants the best product available (aka VALUE), you will be able to save yourself from getting sucked into the a vicious cycle of profit killing sales with low margins.

Your silent salespeople are key to build excitement, get people in the door, and answer "how much is this?" without your team needing to be there. However, once they are in place, it is up to your team to build a complete sale and provide a great "Full Store Experience". Nike and IKEA are prime examples of companies that understand that a great customer experience goes way deeper than picking an item off of a rack and going to the register to pay for it!

Investing in Your Store - Payroll

noreply@blogger.com (unknown) — Thu, 07 Feb 2013 04:15:00 +0000

"Payroll is tight...we have to cut hours!!" How many times a day are managers saying this? It has been so drilled into our heads that payroll is the most controllable expense, that it has become just a way of life to be under the assumption that "we are cutting hours". What if I told you that you don't have to cut hours (necessarily)?

We need to stop looking at payroll like it is an expense we are trying to control, and start looking at it like an investment that we can manage. Most companies look for an "entrepreneurial spirit" in their leaders, which is ironic when they take their leaders strongest tool (the schedule) and constrict it to a point that it becomes a weekly robotic action. Most managers have felt forced to constrict their schedules to such a point, that the only thought that goes into writing it, is making sure there is someone there to open and close the store. Your schedule is your biggest tool for success! Look at it that way, and then look at every person you put on it as an investment in building your business bigger than it is now. Communicate to your people that you are investing in them (how special would that make you feel?!), and the success they generate will return itself in the form of more hours, and in some cases financial reward like increased commissions and bonuses.

Ok, so that sounds great, right? Here are some tips to putting together a schedule that is a tool that maximizes your potential investment.

1. Know your team's strengths and weaknesses, and be able to identify chemistry in combinations of your team members.

2. Know how to predict your business weekly, daily and hourly. Holidays are the easiest way to explain how things impact your business. Sometimes they fall in a different week, which can seriously skew how your prior year figures will match your predictions. You also need to learn to consider outside factors - construction, weather, movie releases, school schedules etc. I also want to make special note about predicting hourly, as this is where your entrepreneurial thinking gets a chance to shine. Being willing to go after a trend by adjusting how you write your traditional schedule is exactly the kind of investment I am talking about. I recently cut a night shift employee to add coverage to a spiking morning business. The investment paid off - morning business grew enough that I was able to add the night shift back as well as keeping the added morning coverage!

3. Understand that the schedule has more potential to detract from the moral of the store than almost anything else. You will be amazed at how incredibly loyal and willing your team will be if it seems they are getting everything they want when it comes to their schedule. You also need to be very upfront and clear about what your expectations are around the commitments your team makes towards their availability.

4. Communicate your goals in each schedule. In the example above, if I simply cut the night person, and added a morning person without communicating the reasons why, the night people would be mad at feeling shorthanded, while the morning people would be confused why an extra person is there...in both cases frustration and chaos are the likely results. Most schedules are now computerized and come loaded with information, make sure you not only learn that information, but also teach your team what that information means. In most cases, that information will provide your team with enough knowledge to know if your investments are paying off. Empower them to act accordingly.

If you follow these steps, it shows immediately that you are committed to the investment in your team and the time they have working in the store is also a deliberate investment. Your team will feel valued (like a successful investment) and you will be amazed at the things they can accomplish while they feel that way!! That's a potentially amazing result from a piece of paper you usually crank out before you go home every Monday!!

Shots for Everyone!!!

noreply@blogger.com (unknown) — Wed, 30 Jan 2013 18:53:00 +0000

I was talking to a friend the other day, that has now owned a bar for a few years. He has enjoyed incredible success in a highly competitive market. He shared some of his secrets to his success with me, and no matter how many times people mention how their "outside-the-box" thinking lead to their success, the ideas themselves are most often so simple, that you can't help but think "Why didn't I think of that?!"

The most obvious unconventional thing he does, is delivers free "shots" to his guests for no reason at all other than to create an atmosphere of fun and generosity. These shots he explained to me are more flavored water than anything else, and are so inexpensive, they barely touch his bottom line. But it has enabled him to enforce a zero tolerance rule towards his bartenders over-pouring to "preferred guests". This is where he said he saves all the money that most failing bars lose it. In his bar everyone is a preferred guest....and I can honestly tell you, his bartenders do very well for themselves!!

In more traditional retail, we encounter obstacles every day. Our experiences guide us to act and react in certain ways. Unfortunately, it is that experience that can sometimes blind us from seeing the simple solution right in front of us. Early in my retail career, I had someone tell me to never forget to ask my team, especially the newest members, for ideas. That was very easy to do, when I was still young in my career and didn't have the experiences to tell me something probably won't work. A good leader always knows when there is a problem that needs to be fixed....a great leader knows that is ok to not be the one with the answer!!

ALL Customers are Created Equal

noreply@blogger.com (unknown) — Tue, 22 Jan 2013 01:02:00 +0000

Today, I want to share a story about how not "judging a book by it's cover" paid off.

Several years ago, I was working for a premium retailer in Tuscon, Arizona. It was a pretty slow day in the spring, and we were taking advantage with a little spring cleaning. After a few hours of seemingly nobody coming through the door, 3 young teenage girls walked in. Myself and the other sales associate gave a usual greet, and began to engage the customers. My traditional experience would have grown a little suspicious when these girls amassed a rather large quantity for each of them to try-on. Those suspicions would usually grow as these girls tossed product from one stall to the other.

Instead of my allowing my suspicions to grow, I took comfort in my training of giving quality service and adhering to basic loss prevention measures (item counts). These girls spent close to 30 minutes laughing and modeling. They enjoyed their free reign of the store as they went back and forth for different coordinating product and sizes. We both offered as much assistance as we could, but these girls were having too much fun being each others fashion coordinator, that all they allowed us to help with was grabbing different sizes. As I said earlier, this as a premium retailer. Each of these girls had several hundred dollars worth of product that they eventually emerged with and asked us to put on hold.

How many times have you seen this? What are you thinking as you read this so far? Please comment!! What happens next may surprise you....

Typically, I would be rolling my eyes (on the inside..of course!) thinking this was just another group of girls having fun in a high end store to kill the boredom of their day, but it was when one of the girls turned to me and said, "I work retail too, you guys were so cool with us and I know we left you a lot to put away. You only need to hold these for an hour, if we can't make it back go ahead and put it away. Thank you so much!" that I felt good about what it is we do everyday. This girl moved away from her friends when she came over to say this, that I believed in her sincerity, and appreciated she recognized our attempts to help them without being overbearingly suspicious.

Just over an hour had passed, and we had just finished putting the first pile of their holds away, when the three girls returned with one of their mothers in tow. My associate remembered the product she had just put away, and went to put it all together again. Each girl bought the entire pile of product they had on hold, and the mother bought them each matching accessories. In all, these purchases totaled almost $1100!! If it weren't for those girls, we would not have come close to making our budget for the day, or even the week!

Too many times, store teams will give terrible service because they predetermined a customer to not being worth the effort. This is one of the BIGGEST problems in retail today! I don't know of any business that would claim to have the luxury to pick and chose who their customers are. EVERY customer EVERY time should receive the same amazing customer experience....cause guess what?! It's worth it!!!

3 Ways to Guarantee Employee Satisfaction

noreply@blogger.com (unknown) — Fri, 18 Jan 2013 22:04:00 +0000

Fortune has released their Top 100 Companies to Work For for 2013. With all the financial turmoil this country is going through right now, there are still companies out there making a difference and doing it right. Want your company to be on this list? From small companies (#37 Nugget Market has only 1145 employees) to very large companies (#98 FedEx has over 200k!) these 100 have found a winning formula to keep their employees happy. 85% of them also reported job growth last year despite most of them boasting minimal turnover!!

I get treated like family - A lot of places claim to treat you like family, but at #5 Wegmans Food Markets, their employees are so happy, that they tell those closest to them to work there with them - 20% of their employees are related! Or how about #28 Kimpton Hotels and Restaurants, that send loved ones gift baskets in the event you get stuck working long hours. Who is more family than your dog? #95 Mars allows their pet food division employees to bring their dogs to work! At #4 Boston Consulting Group, the have a "red zone report" that flags when employees have been working too much. At #23 the Alston Baird LLP law firm gives $10,000 and 90 days off to adopting parents, and their office has a entire wall dedicated to the artwork of employee's children.

Health is important - Google took the #1 spot by keeping their employees active. In addition to building 3 wellness centers in 2012, Google built a monstrous 7-acre sports and activity complex! #9 Ultimate Software covers insurance premiums 100% for you AND your family! At #17 REI, if you want to go kayaking, take one! The employees can either use the equipment or buy it a very generous discount. (That sounds like a dream to me, so if any REI people are reading this...call me!) At #19 Salesforce.com, they nourish the body and soul - 48 hours of paid volunteer time, free yoga, and $100/ month wellness allowance! The Mayo Clinic #41 in Arizona has "stress-free zones" that offer resources to cope with stress and work anxieties.

I get paid what I am worth - Hilcorp Energy Company debuts on this list all the way up at #7, they have a $100,000 incentive for every employee in the company if they hit their 5year target. Quicken Loans logs in at #13 where their average salary is more than double the industry average in their home state! At #16, The Container Store boasts an unbelievably low turnover rate - do you think it is because the average hourly worker makes over $46,000 per year? QuikTrip ranked at #66 and has their industries lowest turnover rate, they also have their industry's best compensation and benefits package. No wonder people love working at investment bank Goldman Sachs #93, their average compensation is over $300,000!

Other reasons employees gave for their job satisfaction, were education benefits, participation and support in charitable causes - or how about #20, Millenium: The Takeda Oncology Company, whose singular mission is to cure Cancer!! Open communication and employee recognition from all levels of the company is probably the most cited answer for employee satisfaction. The only problem there, is that almost every company boasts an "open door" policy and have employee recognition programs. Maybe the companies NOT on this list, need to look at how these companies are doing it right.

The bottom line here, is all 100 of these companies not only recognize, but support the people that work for them. Too many companies are asking too much and giving too little in an effort to control costs. Chances are, your employees are great - treat them that way, and your company will be too!! (Just go ahead and ask any of the CEO's on that list!!)

Apple Vs. Microsoft

noreply@blogger.com (unknown) — Tue, 15 Jan 2013 18:45:00 +0000

So the beauty of writing a private blog, is the ability to share my own thoughts and opinions without having to include another's voice to it.

Since the release of the iPhone in 2007, the mobile market has been in a complete frenzy trying to keep pace with the trendsetting iOS platform. In the home computer world, Mac also gained valuable ground on Windows with a user friendly operating system, integrated music platform (iTunes), and sleek designs. Meanwhile, Windows was plugging along making improvements to a largely unchanging operating system, that is until now - Windows 8 is a huge change in the Windows world, and as many analysts see it, an equally huge gamble.

The thing about computers, is they are whatever the end-user wants them to be. The same can be said for mobile devices. I am not a strict "Apple" or "PC" guy. I have used both extensively, and am equally comfortable on both systems. In most aspects I prefer a Mac desktop, but I believe that "hype" is now included in their price package. I own a PC, not because I believe that it is better, but because I believe I can get far more "bang for my buck". (I guess it should be noted that I am maybe slightly above average in my computer ability)

After a slew of articles in the papers lately about Apple, and their stock dipping below the $500 mark briefly yesterday, I decided I would weigh in with my opinions. The aforementioned "frenzy" Apple sent the tech world into, I believe will be their undoing. When they released an unbelievably sensitive touch screen device that could browse the web, play movies and music, download apps and games, and oh by the way - make a phone call, the world was at their feet. With worthy updates and redesigns and the intermittent release of the spin off iPads, Apple has set a pace nobody could match. They also set a pace that would be nearly impossible for them to maintain.

Windows has been constantly criticized for their lack on innovation, and their stubborn reluctance to stray too far from their basic "start menu" format. What Windows has quietly been able to maintain, is a very strong foothold in the professional world. Companies worldwide use an overwhelming amount of Windows devices. They finally stepped up their game with their release of a Windows 7 phone. Taking notes from the success of Android and Apple integrating Social Media into their handsets, Windows 7 was almost a total abandonment of the Windows mobile platform to date (didn't even connect to Microsoft Outlook). The new Windows 8 platform is a bold statement that Microsoft is serious about remaining a key player. As a Windows phone user from all the way back to Windows 5 (I needed Outlook), I was very disappointed when I got the Windows 7 device. But, it did not take me long to realize that it was a far superior phone than anything I had ever used (including iPhone). Windows 8 seems to be meeting with the same criticism. It is such a drastic change, coming from a company that seemed to eschew change at all costs, that many of their users were very much turned off - until they got using it. Now I am hearing accolades of the efficiency, speed, and even the beauty (yep...Microsoft!) of Windows 8.

Apple has been very lackluster in their recent releases. Their "big" announcements have been falling short. iPhone 5 has been met with disappointing reviews paired with their Apple Maps nightmare. iPads are no longer the only game in town, as Kindle and Tablets gain traction. Apple got swept up in their own frenzy. Microsoft did what they always do - nothing. They sat back and proceeded with business as usual. They are now firmly behind in the mobile market, and walking a tightrope in the Tablet/PC space. Microsoft will gain ground and emerge as a major player, like they always do.

As I am writing this article, I keep thinking about a quote I have used before from Costco CEO James Sinegal -"I think the biggest single thing that causes difficulty in the business world is the short-term view. We become obsessed with it. But it forces bad decisions" Apple, continuously capitalizes on big hits. Microsoft capitalizes on long term reliability. They have been on the same teeter-totter for decades, but Apple's unwillingness to spread their gaze to the long term will always allow Microsoft to stay. Right now, I believe that Microsoft has the superior products, and Apple is on their downswing. But don't count Apple out! It is only a matter of time till they set the bar once again!!

6 Good Reasons For a Mobile POS

noreply@blogger.com (unknown) — Fri, 11 Jan 2013 23:46:00 +0000

A few years ago, I saw my first application of a retail mobile device while getting my lunch at a very busy Chipotle. At the time, it didn't appear worth the technology cost, or the labor cost to operate it, as there was no noticeable change in speed or production. About a year after that, I worked for a premium retailer, that had a scanner capable of pre-scanning purchases and saving them for a POS associate to call up and accept payment. That worked a little better, as it allowed the "busy work" portion of the transaction to get handled ahead of time.

Today, though, with apps and devices for both the consumer and the business so accessible, businesses are almost required to update. Here are 6 Good Reasons to take action now!

1. Capitalize on Emotion - Have you ever changed your mind in the time between deciding you wanted to buy something and finally making it to the POS? Have you ever been in a fitting room and fallen in love with an outfit, only to talk yourself out of it once you put back on the boring old clothes you started with? If the associate could get you at that moment of peak emotional attachment to your purchase, you are more likely to leave with a feeling of excitement and anticipation. Not to mention less likely to return it from a case of buyers remorse.

2. Customer Data Capture - Whether it's obtaining, email, phone numbers, or followings on twitter - getting connected with your customers has proven crucial to develop and nurture the personal bond that today's consumer is longing for. The ability to personally hand them a tablet like device that they likely already have a comfort level using is much less intrusive then insisting they sign up for the "latest deals and promotions" in your "glitchy" keypad box. You can also pre-format it with a very detailed customer profile that they can fill out as much or as little as they are comfortable.

3. Free Valuable Square Footage - Usually the most unsightly place in every retail store is the POS area. Often it gets too cluttered with papers, pens, mall memos, etc. Many times it is also a largely built up area, that can turn into a catch all for returned product, store hardware, and I have even seen it used a lunch table!! Remove that eyesore and add more selling space!

4. Go Green - By using a mobile POS, you can have the ability to text or email customer receipts - also solving the "lost receipt" problem! But even more importantly, most POS terminals now can connect to the back office workstations, and many have internet access. Having a tablet that can connect that, can then be used to conduct daily touch base meetings, share important communications, view visual documents, even input and file new hire information. Paper can pretty much be entirely eliminated!

5. Never Lose a Sale Again - How many times have you had to turn a customer away because you were out of stock in the product they were looking for? Then 20 minutes later they pass by your store with a filled up competitors bag. Find the item online, and hand them the tablet to complete the sale. These sales can also easily be tracked by salesperson and store making the transaction as seamless as if you actually had the product.

6. Remove the Barriers - Years ago, I had mentor tell me always complete the sale while standing next to the customer. Never walk behind the cash wrap and state "Will that be all?" cause the answer will most likely be "YES". By keeping the salespeople side-by-side with the customer it ensures a personal level of service that is simply not possible with a traditional style "cashwrap".

The list to adopt mobile POS systems could go on and on, but in the end, it comes down to how it will impact the customer experience. As a society we are moving faster and faster into mobile technology. The convenience is undeniable. Now, it is the customer that has gotten ahead of the curve. By updating in-store technologies, you are investing your people, in your environment, and most importantly - in your customer!

Breaking Down the Customer Experience

noreply@blogger.com (unknown) — Thu, 10 Jan 2013 01:25:00 +0000

As we head into the new year, I am starting to see a lot of articles about how CEO's are identifying the "customer experience" as their key initiative for 2013. My first thought was to start posting several links to some of the better articles and ideas that are being shared. Then I thought, that isn't really what I have started with this blog. If you really wanted to find good articles...sign up for Twitter!! My goal has been to simplify everything for anyone that is curious about retail.

Breaking down the "customer experience" is really what CEO's are trying to define and influence. The experience has changed so much in the last 10-15 years, that many company's are finding themselves way behind to the point of having no clue how to catch up. So here it is, the customer experience of today -

Technology - Consumers are now equipped with devices that can far influence their experience before they even step foot in your door!! Social Media, Online Stores, Discount/Savings Apps, Customer Review Sites, and even "word-of-mouth", can go viral in a matter of hours!!

To influence - A technology/social media team is necessary. People that can monitor and manage your corporate presence in the online community. Being aware and present in this exponentially expanding market will ensure you do not get left behind! In addition to this, don't let your in store technologies fall behind either. POS systems are not only getting better, but they are even going mobile! I personally already have a fully functional mobile "wallet". If it weren't for the spot to hold my Drivers License, or that cool imprint in my jeans, I would no longer carry my "Costanza"!

"Street Cred" - I know that probably sounds a little funny, but in a time when the general will of the people is currently very high, this has become something that can not be overlooked. Many companies have neighborhood programs around their stores, and that is only the start of building a lasting reputation. Unfortunately, there are even more companies that completely miss the importance of their standing in the community and their only advertising of good deeds, is a line in their quarterly reports for "charitable donations."

To Influence - Regardless of your size of company, this must be a "grassroots" effort of sorts to be genuine. A sudden memo stating a requirement to "do something" in your neighborhood just adds to a workload that is usually too much anyway! This is where you need to ask your market leaders for their input, and empower them to act. They know their areas best, and they have the leadership to rally an effort for change. The best side effect to this - a HUGE jump in employee moral, and employee ownership. Companies that do these things well have CEO's that have very high approval scores and company cultures that all employees rave about!!

In Store Service - In a still sagging economy, customers are looking for value above all, and armed with the latest technology - they will find it! I have attempted to define value several times in this blog, but the problem now, is the customer is reacting faster than companies can plan for. Consumers are much more willing to shop at discount retailers, as the in-store service at a more premium retailer has taken a large drop.

To Influence - When I started in retail, it was all about the customer! It is again. Service needs to be personal. Robotic "how are you today?" greets, just won't cut it. Think about the avenues the other two points are building. Establishing a relationship in the neighborhood is very personal and intimate. Customers want to feel that they are being helped with an individual and customized approach. Doesn't matter if you are Home Depot or Tiffany's, the customer wants to know that their individual needs are being addressed and met. Growing your technology then gives you the most personal way possible to connect with your customers; direct to the phone in their pocket!! Whether it is a social media blast, email, text, or even a phone call direct from a store (yes getting that personal is okay), companies have more access to their target market than ever before. Name tags should once again have names, cause your customers do...so go introduce yourself!!!

It's That Time of Year Again!!

noreply@blogger.com (unknown) — Mon, 07 Jan 2013 23:01:00 +0000

The holidays are over! The malls have settled down. Most retailers are getting ready for annual inventory counts this month, and then it all turns back on to your PEOPLE!!!

When I first started writing this blog, I wrote several articles covering the full employee life-cycle that have gained a lot of attention. I consistently see a spike in the views of these articles in January and September. SO...To make it a little easier for you, here they are:

How to Read a Resume
How to Prepare to Conduct an Interview
How to Conduct an Interview
Effective Coaching
Effective Counseling
Delivering an Effective Performance Review

Hopefully, you have already selected your top talent and rockstars from this past season. But this is a crucial time of year to maintain momentum. If you can keep your team as dedicated and as focused as you had them in December, this will be a very rewarding year!

My BIGGEST Secret to Making This Season a Success

noreply@blogger.com (unknown) — Sat, 22 Dec 2012 04:12:00 +0000

The most planned for day in retail is Black Friday. The quality of product and service can set the tone for your entire holiday season. What most people do not realize, is the day after Christmas is also one of the highest traffic days of the year. Most stores communicate how busy they were with total sales, unfortunately returns make such a huge dent on this day, that transactions need to be your measure. I would also say, that to truly make the most of this day....it will require more planning than Black Friday!!

First, stores need to staff accordingly. Transaction count for the day after Christmas is usually within top 3 of December (it is worth noting this article is geared more towards businesses that experience an influx of holiday refund transactions). Merchandise needs to get immediately priced and restocked, this is usually a huge miss. Many customers are not looking to return, but exchange for a more suitable item. There should also be enough cashiers available, as a refund transaction often takes longer than a purchase.

Second, get organized now! Communicate your system to maneuver product as returns come in and sales go out. This day can be a challenge to a manager if they are not prepared to handle the rush of people looking for bargains, as well as those coming in to return product. If you haven't done so already, make sure signage is very organized. As product comes in, you will need to be prepared to be flexible enough to accommodate the unexpected...that means have your "silent salespeople" ready and organized!

Last, and most importantly, communicate to your teams that this is the single most important day of the year!! Sure Black Friday is the money maker and will set the tone for your holiday season, but the customer service delivered on this day will resonate throughout the entire year. Many customers have already played out a negative scenario of how they will "hold firm" if their return is not handled professionally. Many times, customers are having their first ever experience with your store and company as they return something someone else bought them. BE THE SURPRISE!!! My strategy, was having a contest to see which cashier got the most customer compliments that day. They almost seemed to be happier with returns! What amazed me the first time I took this approach, was the amount of people that approached me and said, "Wow, your cashiers are great and made that so easy" and "Your lines are going way faster than other stores". I was surprised that the word that kept getting repeated was "easy", meaning customers expected the day to be difficult. I also don't think my cashiers moved any faster than most other stores, but by the customers walking out happy, they never noticed the time spent in the transaction.

I have said before, that customers are not as price focused as many people believe. It is all about VALUE. By providing people with an unexpectedly wonderful customer experience in the days following Christmas, you will be delivering a value that you will see in increased traffic numbers next year!!

Emergency Planning

noreply@blogger.com (unknown) — Wed, 19 Dec 2012 23:54:00 +0000

As it seems to be an increasingly relevant topic, retailers are behind the curve when it comes to general public safety. As most retail business is done on commercially owned and operated property, it is near impossible for them to initiate, and more importantly, practice emergency procedures. Most retailers have guidelines that they communicate that are designed to protect the safety of the employees, but few mention safety of customers. This needs to change.

As a seasoned manager, I have long had confidence in my own knowledge of what I need to do in the event of an emergency. However, I am concerned that in my absence, my employees may not have that same confidence, or even some of my peers. Times are changing, and safety is NOT something we can wait on. Most high target places like convenience stores and fast food restaurants are setting the standard with their practices, and almost all of their procedures can translate directly into shopping center/mall based retail.

First, each location should be equipped with an easily accessible emergency/evacuation kit. This kit should minimally include:

Current Store Phone List
Current Corporate Emergency Contacts
Current Corporate Policies and Procedures regarding employee and customer safety, evacuation, and medical emergency.
ALL Local Emergency and Non-Emergency Numbers (Fire, Police, Ambulance)
ALL Exit routes and evacuation meet-up points

Second, retailers MUST make this an active part of training for all employees. It must be ongoing, and active. During store meetings, emergency procedures should not only be discussed, but practiced. Managers need to conduct realistic potential scenarios for their employees to understand the potentially lifesaving measures they may need to be responsible for.

As nobody wants to think of "worst case scenarios", the reality is they exist. Storms, fires, floods, medical emergencies, and several other unforeseen events will happen, and they will require store personnel to act quickly and appropriately.

Personally, I believe stores should practice these drills as commonly as schools and large businesses conduct fire drills and safe evacuation procedures. The challenge is the customers. I believe the customers will be encouraged to know that stores are proactively making safety a priority. Most travelers welcome safety screens and delays if it gives them a greater peace of mind to fly (excluding those touchy agents!).

Holiday Comes so Fast....It's Almost GONE!!

noreply@blogger.com (unknown) — Wed, 12 Dec 2012 22:39:00 +0000

All the hiring and preparations you have made so far this year have hopefully lead to you enjoying a fun and mostly stress free holiday season. Your store performance is doing great, your staff is keeping your store ready to do it again day after day and before you know it....it's 2013!!

This is where the top managers take a step back NOW and start preparing for next year. Typically, I would start to formulate a checklist to close out my holiday and the year. Sometimes it may seem tough to take a step back right now, but I promise you - PLAN now and you will have the most productive January of your career (this works at all levels!)!!

I usually would try to have a checklist for each component of my business. My list might include things like these:

People -
Temp vs Regular Staff evaluations - Did I luck out with any temp rockstars? Did a regular team member prove to not be as strong as I thought? If you have that rockstar, tell them your intentions NOW!
Anyone have vacations coming up? Don't get caught off guard when you have extra people now!
Reviews? Are they set a certain time of year? or from date of hire?
Merchandise -
Inventory time happens for most companies in January. Start getting organised and clean now! (Chances are, your shipments are about to slow down). Pack the floor, the worst thing is to miss a sale due to product in the stockroom! Another way to look at inventory - If the product is in your store, your store has PAID for that product the emptier your shelves, the better your profit!! This is especially true for supplies, so don't order unnecessarily. This along with scheduling are huge! Make your checklist for these areas as detailed as possible.
Signage -
Sales are coming! Either you should be receiving or have the same annual signage. Locate it now. Ensure that it is in good shape. This is also a good time to re-work your signage, my guess would be that this time of year lead to it getting a little out of shape!
Scheduling -
What events do you have? Floor Changes? Inventory? Post Holiday Deep Cleans? Vacations? The most crucial part to all of this is proper business forecasting and managing these activities during this time. Your daily sales will be just a fraction of what they are now. People too quickly get lulled into "it's so slow I have nothing to do". Plan your activities now and January will keep your team just as busy as December.

10 Tips to KEEP IT FUN!!!

noreply@blogger.com (unknown) — Tue, 11 Dec 2012 21:00:00 +0000

Crunch time is upon us! Extended hours are here, the crowds are building, and shipment is overflowing out of the stockroom!! Here is my Top 10 easily forgotten ways for a Store Manager to keep their team going -

Keep it fresh - When crunch time comes, people tend to get "stuck" in a rut. This not only will lead to burnout now, but leads to complacency when this is all over. Rotate floor positions to break the day-to-day monotony.
Sugar!! - It may sound strange, but as the energy is spent, sugar levels drop. Bite sized candies can be the perfect "pick-me-up" that dragging person needs. Anyone with kids can tell you how much sugar levels can effect your mood!!
Crank up the Music - I know, I know...If you hear one more version of "I Saw Mommy Kissing Santa Claus", you are gonna quit! I promise, tune out the song, but let that beat add a little pep to your step, and you'll be home sippin' eggnog in no time!
Exercise - Really?! After that lady just yelled at me for not having her size you want me to do jumping jacks?! YES! Whether you get your heart rate up by moving around things in the stock room, taking out the trash, or jumping jacks....get your heart rate up with activity (NOT frustration)!! This will keep your mood and attitude right where it should be!
Bring in an iPod and speakers - Nobody wants to be the one staying late to clean up after everything, so give them something to look forward to and break from the Holiday tunes with some loud tunes everyone can agree on! (Tip - Although it may be popular, if it has an explicit label on the album, it is never appropriate for a work place....even when the doors are closed!!)
Have a Potluck - Other than getting presents (oh ok...it's about the giving), what's the best part of this season? FOOD!! Instead of spending your entire break in line waiting for a cold slice of pizza...see what your team is made of and have everyone bring in their holiday favorites.
DAILY Awards - This time of year it is so easy to forget to use one of the most important expressions you have ever learned - THANK YOU!! Setting up daily awards not only ensures the people that rock are getting noticed for it, but it also ensures you are LOOKING for it!!
Break from the Ordinary - Sometimes in a manager role, you end up not being the one to vacuum, or clean the bathroom. Surprise your team, and be the one to break out the vacuum! Be really cool and do it with a little enthusiasm, and your team will see that even the "not-so-fun" things don't have to be all bad!
Have a Line Coordinator with personality! - Long lines are inevitability at this time of year. Have someone that is so energetic, even entertaining, manage your line and your line will seem to be both the fastest, but also be something your customers will fondly remember.
MAKE IT MEMORABLE!! - Many people fail to recognize this is the time of year that can make or break your business, and I am not just talking about a profitable December. Make your store the favorite destination for ALL your customers allowing your team to have so much fun (obviously while doing their jobs) that your store is the first store that comes to mind the other 11 months of the year!!

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful! - Jeff Bezos Founder & CEO of Amazon.com