"How can money be the root of all evil, when shopping is the cure for all sadness..." Elizabeth Taylor
Instagram boasts 15 times more engagement than Facebook and more than Twitter or Google. In between the latest selfies (which may or may not include your pets, your cool new bedding or your just-ordered meal), branded hashtags and location-based tagging, it’s clear that Instagram is the channel to tap for retailers that want to make an impression.
Many young women, particularly the millennial generation born 1982 – 2000 have become their own online celebrity, documenting every aspect of their lives – and watching others do the same. Sheena Auvaire, global marketing and communications director of Topshop says “What we are seeing now with that younger millennial, is that she is peacocking on social media”. Other analysts believe that the rise of the selfie is driving young women to buy something more often.
One millennial follows Victoria Beckam and reality television stars on Instagram for fashion inspiration. But she also follows retailers such as Zara and Topshop. “I like to emulate the luxury fashion brands. Seeing what new styles have come into the shops, via Instagram, helps me decided what I may want to buy”....
Who started this idea that the customer is always right?
I meet retailers who are so frustrated by that statement.
- There you stand with a customer swearing that the jumper they bought last week was one size but by the tie they got it home and put it on their child the garment had changed size. You want to tell the customer that it couldn't possibly have happened but you know from the slogan that the customer is always right. You just can't bring yourself to say how sorry you are for stocking such rubbish.
- How about the situation where you warned the customer not to freeze the garlic bread because it was best eaten fresh but they did it anyway and now they are telling you that you make lousy garlic bread. You want to tell them they are stupid but then you remember that the customer is always right. The words stick in your throat and you just can't apologise for being a lousy baker.
- And then there's the day that a customer pops in unannounced and wants their hair done right away declaring that she has an appointment this time every month. You know she is wrong and yet you know you are supposed to say she is right. You split in half, dumbfounded at the idea.
And what about a thousand other instances where the customer is just plain outright, clear as day WRONG? How can you go along with 'the customer is always right'?...
The truth is, getting organised is so challenging that many people never get organised. Why?
1. Its difficult to know where to start.
2. Its incredibly hard to find the time.
3. Its almost impossible to keep up the motivation.
There are lots of myths going around when it comes to getting and staying organised. Here are the top 7, along with the truths.
BEING ORGANISED MEANS BEING NEAT.
While you can certainly be neat AND be organised, the two terms should never be confused with each other. While you might have NEAT piles, or NEAT boxes piled one on top of the other, or objects lined up NEATLY in a straight line, you may still not be able to find a single thing when you need it. Being organised means you're using a structured system that allows you to find everything you need when you need it, and you get everything done when it's due--without frustration, chaos or stress.
Being organised is not about being neat. You can be messy and organised, and you can be neat and disorganised. If a person can find what they need, feel like they aren’t distracted from achieving their goals, and is happy in their space, then they are well organised.
There are people whose homes and offices appear neat as a pin on the surface. Yet, inside their desks and kitchen cabinets, there is no real system, and things are terribly out of control. In contrast, there are many people who live or work in a physical mess, yet feel very comfortable in this environment and can always put their hands on whatever they need in a second. I consider these people organised people.
TO BE ORGANISED IS TO BE CLEAN.
Once again, while you can be BOTH organised AND clean, those terms should not be confused. Cleaning means that you're removing dirt, grime and otherwise preparing a sanitary surface. But, you can have the cleanest home or office on the block, and still be disorganised.
Do NOT believe the hipster dudes and dudettes who tell you that business cards are a thing of the past, dead, gone. They're not. They're a MARKETING TOOL. And small-medium retailers need to use them as such.
I've given up the number of times I've tossed someone's business card into the bin because they're missing an email address or don't have their name on the card. WHAT THE!!! Particularly ridiculous when they've handed me their card, asking me to send them stuff. Who to? How? And, NO, I am not sending hard copies of slide presentations to sit unopened in their ever-growing unopened mail pile!
I’ve been out and around prowling through shops, doing some homework about what’s going on in the retail landscape.
Here’s some of what I found:
- Image is all about perception. How is your shop perceived by the shopping public? That perception is shaped by your advertising (including social media), the external appearance of your shop, the internal factors such as layout, colour schemes, fixturing, floor coverings, sounds (including music), merchandise ranges, lighting, attitude of the staff, ticketing and other promotional activity – to name just a few.
- The main problems I see in this regard are invariably conflicts of image from the outside to the inside and/or conflicts with the standard range and promotional merchandise, and in many instances, this comes about because the retailer has given little (if any) thought to the image they wish to project.
- If they are totally clear in their mind as to the image they want to portray – how they want to be perceived – then conflicts of image are unlikely to occur. Let me illustrate what I’m on about:
- One small apparel shop had me totally confused when on the outside I was seeing downmarket colour schemes and signing, but when I entered I was taken upmarket with tasteful quality fixturing. The floor was polished boards more suitable to a young market and yet the merchandise was only middle income aimed at ‘mature’ women.
- Another women’s fashion boutique – aimed very much upmarket, certainly looked it from the outside with colours and signing and the window display, but then I got a let-down inside with the wrong colour carpet, walls and ceiling, cheap fixturing and feature tickets stating price points at the bottom of the market, poorly hand written, coloured red on white (down marketing to me) and stuck to the racks with stickytape! I suppose I should have been relieved they didn’t use blutak…
- Another larger retailer I looked at was tastefully signed with a marble front but the moment you got inside you were taken downmarket at 100km per hour with rows and rows of side hung apparel on the walls in unbroken lines without any display points in evidence and masses of round floor racks. Reeked of cheap!
- Another retailer made the fatal mistake of projecting an upmarket image throughout, that frightened off their typical customer (and their established base) as well as the customer who was attracted to the shop because in that instance the range was pitched below their lifestyle and taste levels.
- A furniture retailer whose strongest price point in lounge suites was around the $1000 mark, ie their typical customers spend between $600 and $1300, was losing their business because they were allowing their store managers to buy to their taste level which was NOT compatible with their typical customer. As a result 80% of stock on the floor was priced over $1300 when in fact it really should have been the reverse – 80% below $1300 was perhaps closer to being right!
- Some buying/promotional groups have been guilty (and a few still are) of including too many lines of a “one-up” nature in catalogues that likewise bear little relationship to what their credibility is based on. One might well ask the question whether these groups have really done any range planning in terms of basic standard ranges that will be in all stores (with expansion of that range for the larger ones) – where it is possible to do this.
- A discounter that laid claim to being such, presented his store in a very low key “soft sell” manner when he was operating at the lower end of the market. He didn’t present the image of a real discounter. Instead, he should have been hitting it hard with strong, aggressive ticketing, massive displays etc. A conventional retailer nearby was merchandising stronger than he was and taken the business off him, in some instances at higher prices!
- A shop operating about the middle of the market was having a “stock take sell out” sale and stuck with their standard layout and display methods – they simply signed the windows and increased the number of tickets.
Retailers should never be afraid to “rough their store up” in a genuine sale – whilst its on. This creates a “bargain” environment and adds to the excitement and atmosphere and shouldn’t cause any permanent damage to their image.
Hopefully your image is making sense to your customers. If not, you might want to revisit and fix things!
It isn’t the big things that ruin us. That is definitely true of image. It is all the little things we fail to give attention to that rob us of success. Bobbie Gee
Five Golden Rules of Display
• Know your customer - set your displays to capture YOUR customers' attention.
• Don’t damage the merchandise - never pop damaged merchandise out on the salesfloor unless its in a dump bin.
• Realise your time limitations - when doing displays know it will take you four times longer than you were planning.
• Be willing to learn - gather inspiration from pinterest!
• Change your display often - weekly if possible. Just tweak it, change the focal points, colours...
Five Reasons for Displays
• Attract attention - get customers into your shop and focussed on your products.
• Arouse interest - hmmm, what's that? Can I use it?
• Create desire - I MUST have it. It will be perfect for ...
• Win confidence - Shop looks great, staff are knowledgeable and friendly.
• Motivate the purchase NOW - Right. I'm having it!
I was very much reminded of this recently when I saw a couple of relatively 'new' retailers succumbing to the demands of suppliers rather than their customers.
Buyers must be buying agents for their customers rather than selling agents for their suppliers.
Every buying decision should start with the customer in mind, and buyers must strive to understand the needs and expectations of those customers so that they may be translated into a sellable and profitable product range....
A Family Tree is a useful system used to capture important information for your business.
A Family Tree is a more detailed extension of the product classifications used in the range assortment plan.
The most useful aspect of this facility is to capture accurate information which will provide valuable historical data as well as a basis for planning your business.
Example of a Family Tree:
My first ever job was in retail. I loved it! Having grown up in the country, treks to town were rare (aside from going to school ... and that didn't count!) so to be able to spend all day every day around shops and merchandise and interesting shop people was heaven.
One of the jobs I longed to do was to sweep the footpath. I know - it sounds ridiculous. But I so wanted that job. Why? Because the boss swept the footpath every single day and it took him forever to get it done. I was convinced I could sweep soooo much faster and better.
What I was missing (at my tender 'know it all' age) was why he swept the footpath. It wasn't necessarily worse than any other piece of footpath outside a shop. In fact, given my druthers, I'd probably have swept it twice a week. Job done. Time saved.
According to the fourth annual snapshot of Australian social media habits, retailers are driving the growth in social media marketing among small and medium sized businesses. Half of small - medium sized retailers are now using social media to drive business, up from just 32% in 2013. The rise is the biggest leap of any sector.
The full article is from Inside Retail and can be read here.
Why the leap? Because they are getting the picture: consumers are spending more of their time on social networks than ever. Combine that with the slew of new social ad formats Facebook and Twitter have introduced—many of which retailers say are very effective—and retailers see the results in big growth in traffic and sales that stem from social networks.
You're incredibly busy and someone asks to have a product gift-wrapped.
"Sorry, I can't do that today. We're too busy".
"You'll have to wait until I've finished serving these other customers".
"Not today. Sorry".
Or, the wrapping is poorly done with an equally poor attitude. Mind you, I've also seen perfectionists take an extraordinarily long time wrapping a gift whilst other customers 'silently fume'...
Don't believe everything you hear. Just because the press says the economy is sliding downward doesn't mean your sales will be affected. Your mental mindset plays a tremendous role in your success.
While it is difficult to maintain a positive perspective during times like this, it is essential to keep focused on your main objective. Associate with positive, like-minded people and avoid 'doom + gloomers' like the plague!
Definition: "a disposition to feel that anything less than perfect is unacceptable."
I recently spoke at a gathering about perfectionism. About half the room were prepared to admit that they were perfectionists. Initially.
Perfectionists are hard people to live with. Whether they're a friend, a family member, a business colleague, anyone at all. Why? Because nothing is ever good enough. It could have been done better... if you'd just done abc...if I'd just had more time I could've etc etc. They're just as tough on themselves as they are on everyone else mind you. It leads to a miserable life.
Don't get me wrong - I have nothing against striving. Striving to: do well; be a good friend; do the best possible job; to attain goals; to do better.
Consider shopping. Many women enjoy doing it, seeing it as a form of entertainment or a social experience shared with like-minded, well, women. Men, on the other hand "tend to not enjoy the same shopping experience as a woman."
To get them to go shopping in the first place and then engage them in the experience you have to be able to communicate more directly to them. No doubt you’ve heard the saying: “Treat others the way you’d like to be treated”. Some of us even try to live by this rule. However, when it comes to selling – it is sooo wrong. It should actually read “treat others the way they’d like to be treated”. And this is particularly true when it is a saleswoman selling to a man or a salesman selling to a woman.
Male and female brains are different in important ways that affect our attitudes and behaviours. Men and women typically communicate differently. For example, scientists tell us that women communicate four times more than men, ie. talk more, more verbal, more chatty.
Retailing is about selling. Everything we do is about having customers purchase merchandise from us.
We make our shops look nice so that customers will buy more merchandise.
We advertise so that more customers will buy.
We promote so that more customers will buy.
But if we do everything right - we have the best displays, the best location, the best advertising, the best promotions, the best merchandise, at the lowest possible price - and a staff member ignores or insults a customer - it's all for nothing.
Successful retailing depends on positive contact between the customer and staff. Think of selling as providing a service. After all, that's what your customers want.
Think back to the last time you went on holiday. Chances are you didn’t visit a big box store for leisure. Instead, I’m willing to bet you strolled down a quaint street and wandered into boutiques and cozy little cafes. I’m also willing to bet that while doing that you felt relaxed and happy.
Now think about your own neighbourhood with the local store where the owner knows your kids by name. Again, I’m willing to bet that this business contributes to your happiness and quality of life. Small and independent businesses have a cascading effect on cities and towns—each small business is part of a total business network. When a big box moves in, a number of small businesses move out and you wind up seeing town centres or shopping strips gutted.
Where goods are sold as seconds, customers may still be entitled to a refund. Just by stating that something is a second or broken does not remove the right to a customer receiving a refund. They cannot claim a refund on the fault that was drawn to their attention at the time of the sale, or if they change their mind about the purchase, but if other faults occur in the product, other than the original fault, they are again entitled to a refund.
Say, for instance, a handbag is reduced and sold as a second because it was dirty.
If the handle of the handbag breaks, within reasonable time of use, then the customer is entitled to a refund.
The handbag was reduced because it was dirty, not because of a faulty handle.
Retailers don’t have to use signs which enunciate their policy regarding refunds/returns, but if they are to be used, then they must clearly state what customers are entitled to. The signs don’t have to be long and complicated – shorter signs can be used as long as they don’t mislead the customer. However, disclaimers printed in small type can be considered as misleading, as customers may not see them.
Signs which enunciate the refund/return policy of a retailer should be positioned as close as physically possible to the entrance(s) to the store. This way, the customer is unable to enter the store and make his or her purchases without having been deemed to be in possession of knowledge of the retailers refund policy.
When you are dealing with customers and refunds, it is best to be cool and calm at all times [easier said than done on occasion]. When a loud-voiced customer comes into your shop demanding a refund, even though legally they are not entitled to one, try and deal with the situation rationally and calmly.
Why? Because statistics show that a happy customer will become a loyal customer. These days retailing is becoming more and more competitive and trying to build up loyal customers is probably the hardest part. But, if you succeed it will be worthwhile in the end.
It is always a good investment to have all staff trained on your service standards and how to handle customer complaints as customers don’t want to be bandied from one person to another to another. Ideally, they’d like the first person they approach to fix the problem.
The buying function plays a critical role in a retail business because it is buyers who determine virtually all of the elements of the merchandise offer. If the buyer fails to get the ‘five rights’ (that is, merchandise, quantity, price, place and timing) right, no amount of slick presentation or promotion will save the retailer.
The effectiveness of the buying function has a major impact on the retailer’s ultimate profitability because:
- Merchandise is the principal generator of revenue
- Merchandise typically represents between 33 and 66 percent of a retailer’s total assets.
Viewed in this context, it becomes clear that buyers don’t simply acquire merchandise; they are in fact managers of money. Every decision they make has an impact on the company’s level of turnover, its profits, its cash flow and its return on investment.