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This document outlines 10 service tips for retailers. The tips include choosing a positive attitude, recruiting great staff, getting the team structure right, providing a "wow" customer experience inside and outside the store, keeping enthusiasm levels high, seeing things from the customer's perspective, building rapport with customers, viewing complaints as opportunities, differentiating your business, getting feedback, and taking responsibility for service. The overall message is that great service is essential for any retail business to succeed.
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********5 Tips for Growing Your Business********
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Top 10 tips farm shops
- 1. 10 Service Tips for Every Retailer Jonathan Winchester
- 2. The 80% - 8% Rule
- 3. “You don’t have a great business without great service”
- 4. 8 May 2014 Presentation Title
- 5. •Choose your attitude •Your first impression to your team counts •Get out of the office! No. 1: The Fish Smells From The Head Down!
- 6. No. 2: Recruiting Great Staff • Upbringing • Parents • Experience service • Induction • Product • Service • Monitoring and rewards • Drama • Working P/T • Leaders at school
- 7. 1. Who is your most important customer? 2. Structure – blank piece of paper 3. Every business has the awkward squad 4. Weed out the Negative Influencers 5. 1/3 of our life is working – enjoy it! No. 3: Getting the Team Right
- 8. • Zone your business • Allocate staff member to an area • Checklists • Link to Appraisal • Regular Reviews - Daily – 5 minutes • Allows you to work “on the business” • Saves you loads of time! Make your Life Easier
- 9. No. 4: Where is the Wow? Website Phone Roadside Outside the Shop Car Park
- 11. No. 4: Where is the Wow? Website Phone Roadside Outside the Shop Car Park Inside the Shop Exiting the Business
- 12. No. 5: The “E” Factor Enthusiasm • Recruiting • Group Huddle – give the team purpose • Keep the “E” levels up • Appreciate “The Moment of Truth”
- 13. The Moment of Truth
- 14. • Stop the Backdoor Approach • A Great Team Exercise 30 minutes 3 Areas of the business What’s Good What needs Improving Take quick action No. 6: “Look through the Customer’s Eyes” 8 May 2014 Presentation Title
- 15. No. 7: Chit Chat v’s Rapport Weak • Weather • Weekend • What’s going on EASY Strong • Products • Events • Changes • How to’s • The Team ENERGY
- 16. Try This • 2 x 2 • 4 x 4 • 8 x 8 • 16 x 16
- 18. No. 8: Complaints are Gifts
- 20. No. 9: 8 May 2014 Presentation Title “It is better to be Different than Better”
- 22. McGees - Ireland
- 24. And finally….
- 25. No. 10: Feedback is the Breakfast of Champions Weak Strong
- 26. Mystery Shopping Benefit 1: Third Party Feedback Benefit 2: Reward the Team Benefit 3: “Your Bug Bears” Benefit 4: Ongoing Service Improvement Benefit 5: Profits Improve
- 27. At the End of the Day
- 29. Service is up to YOU..... and only YOU!