Ross Harris’ Post

Yesterday, I visited a well-known multi-brand retail outlet to buy air-conditioner (AC). When I arrived, I found out that the model I wanted was out of stock, with no clear date for restocking. I spent 30 more minutes in the store, looking for other brands. The sales representative suggested other options, but they didn’t have the two models I was interested in. He softly tried to sell other brands' ACs, but I did not show any interest. I was surprised; this store is a national brand, and they did not have many customers when I was there. The salesperson did not try to pursue further or even try to understand why I was not flexible about buying other brands. So I moved forward and wandered through the TV, audio system, and appliance sections. I noticed something surprising: none of the representatives or store managers engaged with me. They seemed very relaxed and carefree. The staff lacked a sense of belonging, customer relationship skills, and proper sales training. As a high-value customer ready to buy, I felt ignored and undervalued. The end result was Company lost a potential customer and business. 𝗥𝗲𝗳𝗹𝗲𝗰𝘁𝗶𝗼𝗻𝘀 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀: • Always engage with customers, even if they seem undecided. Your effort could turn a potential sale into a successful one. • Develop a sense of ownership and responsibility. Your attitude can significantly impact the customer experience and the store's reputation. • Building persistence, perseverance and repo-building with customer is the key to success. 𝗥𝗲𝗳𝗹𝗲𝗰𝘁𝗶𝗼𝗻𝘀 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗿𝘀: • Invest in customer relationship and sales training for your staff. Well-trained employees can greatly enhance customer satisfaction and drive sales. • Foster a workplace culture that emphasizes the importance of every customer interaction. Employees who feel a sense of belonging and responsibility are more likely to go the extra mile for customers. . . . . #HR #culture #CustomerService #SalesTraining #CustomerExperience #EmployeeEngagement #RetailSales #CustomerSatisfaction #WorkplaceCulture #EmployeeTraining #CustomerRelationship #BusinessImprovement #SalesTips #RetailManagement #CustomerFirst #ProfessionalDevelopment #BrandReputation 

One of the common mistake I noticed in the brand where I worked with is prioritizing tasks, such as stocking shelves, organizing displays, or doing paperwork, over customer interaction. While these tasks are important, they should never take precedence over attending to customers. When staff focus too much on these duties, customers may feel neglected or unimportant, leading to a poor shopping experience. The key is to ensure that customer needs are met first, creating a welcoming environment where customers feel valued. After all, satisfied customers are the foundation of a successful retail business. Tasks can wait, but customers can't. #RetailProblem #FocusOnCustomers #RetailPriorities #ServiceOverTasks #CustomerCareInRetail

The Customer Service Disaster That Left Me Disappointed Yesterday, I walked into my favorite clothing store, excited to browse their latest collection. But what I found left me shocked and frustrated. It was 10:26 am, and the store's shutter was half-closed. Strange, considering they open at 10 am. I could see a familiar sales staff member inside, busy cleaning. "We open at 10:40 am," she told me when I asked. Wait, what? Why the delay? As a loyal customer, I couldn't help but feel let down. Is cleaning more important than serving customers who keep the business running? This experience got me thinking. In retail, customer service should always be the top priority. Happy customers mean more sales, and more sales mean a thriving business. Cleaning is important, sure. But not at the expense of valuing customers' time and presence. So, to all the business owners, managers, and sales staff out there: let's put our customers first. Let's create a culture of exceptional service that keeps them coming back. I'd love to hear your thoughts and experiences. How can we make sure our customers always feel valued? #CustomerServiceMatters #RetailRevolution #PeopleFirstBusiness

A common issue faced by customers when they walk into a retail store is the lack of customer service or the lack of enthusiasm from the store staff to assist them. A customer who is not well looked after will never want to come back. Retail store owners and managers have the opportunity to encourage their employees to work on five simple strategies to provide excellent service to customers. Let's see what they are... #CustomerServiceExcellence #RetailExperience #CustomerSatisfaction #RetailServiceStandards #EmployeeTraining

A Day in the Life of a Retail Store Manager: Balancing Chaos and Customer Care. Have you ever wondered what it's like to be a Store Manager? Every day is a unique adventure, a blend of challenges and rewards that keep us on our toes. Join me on a journey through a typical day in the role as a retail manager. 10:00 AM - Rise and Shine: The day starts early. Begin by reviewing the previous day's sales, inventory levels, and any urgent messages from my team. It's a quiet moment to prepare for the day ahead. 10:15 AM - Store Setup: Arriving at the store, conduct a walkthrough to ensure everything is in its place. Merchandise displays are checked for neatness and accuracy. The store should look inviting for our early customers. 10:30 AM - Team Briefing: Gathering the team for a morning huddle is a must. Discuss sales targets, promotions, and any special tasks for the day. It's also an opportunity to motivate the team and address any concerns. 11:00 AM - Customer Interactions: As the store opens its doors, on the floor assisting customers and monitoring staff performance. Ensuring that customers have a positive experience is paramount. 12:00 PM - Inventory Management: Midday is when review inventory levels. Need to restock popular items and identify slow movers. Inventory management is a delicate balance of supply and demand. 1:00 PM - Staff Breaks: Coordinate staff breaks to ensure everyone gets a chance to recharge. During this time, catch up on administrative tasks, answer emails, and prepare for meetings. 2:00 PM - Supplier Meetings: Today, have a meeting with a supplier to discuss upcoming product launches and negotiate terms. Vendor relationships are vital to keeping our shelves stocked. 4:00 PM - Customer Feedback: Review customer feedback forms and online reviews. Addressing any concerns promptly is crucial for maintaining our reputation. 9:00 PM - Closing Time: As the day winds down, tidy the store, restock shelves, and prepare for the next day. The cash register is balanced, and security protocols are set in place. 9:30 PM - Reflect and Plan: Back in office, take a moment to reflect on the day. What went well, and what needs improvement? Plan tomorrow's priorities and jot down any new ideas. 10:00 PM - Home Sweet Home: Finally, head home, knowing that tomorrow will bring another set of challenges and opportunities. The retail world never sleeps. Being a Branch manager is a juggling act of leadership, customer service, inventory control, and more. It's a role that demands adaptability, a keen eye for detail, and a passion for delivering exceptional customer experiences. And despite the challenges, it's incredibly rewarding to see a store thrive under your guidance. What would you like to know more about in the life of a Store manager? Share your questions and thoughts in the comments below. #storemanager #mumbai #consumerelectronics

Customer Service 101: Don't make your customers work, do the work for them. For example, I got this response at the end of an email from Tiffany & Co. Client Servicing Support – "You may want to have a conversation with the store manager regarding your dissatisfaction." Excuse me. You can't forward my email to the store manager? When I had an issue with Lowe's Companies, Inc. taking a long time to fix my electric lawnmower – customer service forwarded the email to the store manager, who called, apologized, and gave us a new mower! (now that's above-and-beyond customer service) When I'm looking for a product at Publix Super Markets, the teenage kid working there will stop stocking the shelves, walk you over, and show exactly where the product is. But Tiffany & Co.'s response is – "You may want to have a conversation with the store manager regarding your dissatisfaction." They may hold the jewelry with white gloves, but they certainly do not care for the customer with white gloves after the purchase, at least not in my experience. #Marketing #Branding #BrandStrategy

When customers come into your shop for retail, a positive and efficient attitude can make a big difference. Here are some tips for maintaining a fast and positive attitude: 1. **Greet Promptly:** Welcome customers as soon as they enter. A friendly greeting sets a positive tone. 2. **Be Approachable:** Maintain open body language and a smile. This makes customers feel comfortable asking for help. 3. **Listen Actively:** Pay attention to what the customer is looking for. This shows respect and helps you assist them better. 4. **Be Knowledgeable:** Have a good understanding of your products or services to provide quick and accurate information. 5. **Offer Assistance Efficiently:** Help customers find what they need without unnecessary delays. If you’re busy, let them know you’ll be with them shortly. 6. **Handle Transactions Smoothly:** Process sales quickly and accurately to avoid keeping customers waiting. Balancing efficiency with a genuine, friendly demeanor will help create a positive shopping experience and encourage repeat business.

Customer Service in the Retail Industry 🏛 Do you know 🤔 That first impression of the store, ease of finding and availability of merchandise, and interactions with store staff all impact the consumer experience. All of these elements have the potential to favorably affect the client. What to do 😊 You need to be mindful of how your parking lots and storefronts seem from the outside. As you arrive at work each morning, consider your facilities from the perspective of a potential new client.  Does it appear well-maintained and does it entice you to stop and visit? - Would you feel at ease and desire to enter this store if you were a first-time visitor? - What steps can you take to make and keep your appearance better? - When you walk through the doors of your store, how does it look? - Does it have clear aisles, is everything tidy, and is there signage to help you discover where you need to go? - Does it extend an invitation to enter? When consumers enter the store or their respective departments, do store employees welcome them?   - Do they realize that greeting and assisting the customer comes first, no matter what else they have on their plate right now? - Do they realize that their encounter alone could change the customer's opinion of the store? The customer's lasting impression will be shaped by their demeanor, warmth, and eagerness to assist each individual. If you make your customers feel appreciated 🙏 , they will follow your lead. ➡ #retailindustry #customerexperience #customerservice #insights

For retail associates working in high-end shops, effective time management makes all the difference between a wasted day and one filled with attracting valuable customers. Get the tips you need in our article: #salestips #sales #retailsales #salestraining

In the retail industry, it is essential for sales staff and managers to have uniforms in which they feel comfortable. When the staff is comfortable, they can focus entirely on sales and also attract customers. A comfortable uniform enhances staff morale, boosts confidence, and improves overall performance. This, in turn, leads to a more positive customer experience and potentially higher sales. Conversely, if the uniform makes the staff uncomfortable, it can diminish their confidence and energy, directly impacting sales and customer satisfaction. The right uniform should balance professionalism with comfort, allowing staff to move freely and perform their duties effectively. Investing in comfortable uniforms is not just about meeting dress code standards, but about empowering the staff to perform at their best. Let's prioritize the well-being and comfort of our retail teams to create a better working environment and achieve greater success together. If you have a different opinion or additional insights, please feel free to share your feedback.