08162017Wed
Last updateTue, 15 Aug 2017 9pm

Brad Huisken


Deliver individual customer service

We often think of customer service in terms of standards that are set by the company or sales manager for which we work. Having a baseline or goal for customer service is always a good thing, but they often leave out a key component.

Maintaining relationships

For every salesperson, relationships with their customers might be the single most important thing on their tool belt. If their relationships are strong and positive, then success will follow. Not only will the salesperson have the customers, they will also benefit from word of mouth from those customers.

What exactly does your store do well?

By this time, you most likely have examined the statistics from the holiday season. In looking over those products for which customers demonstrated a greater appreciation, take a fair amount of time to reflect upon precisely where shoppers parted with their cash and where merchandise took up a greater amount of your store’s real estate without rapid churning through your inventory. In your looking, physically relocate items that are HOT! to more prominent locations on your sales floor.  (Hopefully, while you and your staff are doing this physical relocation, you are also cleaning, polishing, and updating your displays!)  In both groups, the bread and butter group and the real estate hog group, what specifically do you notice as differences between the two groups? Is it style? Is it purpose? Is it manufacturer? Is it personalization options? What observations, backed by statistics, do you note between the two groups? 

Maintaining relationships

For every salesperson, relationships with their customers might be the single most important thing on their tool belt. If their relationships are strong and positive, then success will follow. Not only will the salesperson have the customers, they will also benefit from word of mouth from those customers.

Keep the motivation train rolling!

Now that the New Year has become the new normal, it is essential to continue with all those lofty sales goals and great ideas that got 2017 off to a good start! Just as the New Year’s Resolutions have either begun to dim or have flat-out been abandoned, it is a vital part of your success for the year to continue the positive actions and thoughts that caused you to be optimistic for the year’s projections.

Survival: Looking to the future

The holiday season is over and you are either rejoicing loudly or crying in your coffee at the results your establishment achieved! The retail industry in general took some major end-of-year hits: Macy’s has already said that it’s planning to close 100 stores, or about 15% of its fleet, in 2017. Sears is shuttering at least 30 Sears and Kmart stores by April, and additional closures are expected to be announced soon. CVS also said this month that it’s planning to shut down 70 locations.

Columnist