Archive for the ‘Customers’ Category

Independents day - July 4th !

Tuesday, June 21st, 2011

Your high street needs you

Your high street needs you

What is Independents’ Day?

Well, Skillsmart Retail and the National Skills Academy for Retail are teaming up with local retailers across the country on 4th July to celebrate Independents’ Day, championed by the formidable Mary Portas. Shoppers are going to be encouraged to buy at least one item from their local independent reatailers and celebrate diversity on the high street.

They are championing the skills great independent retailers have and they want to show the public that their local shopkeeper is not only a vital service, but someone who wears many hats; they are the accountant, sales assistant, buyer and often everything in-between. Well, amen to that ! From all of us who are getting dizzy with the multiple chameleonic roles we play in a single day this will be welcome news. This is all part of the campaign to back the high street and maintain diversity, while getting rid of the ugly eyesore empty shops.

Firstly the government appointed a retail adviser to bring back the bustle to our high streets, which was contraversial enough. It proved that there was a problem with our city centres and high streets (which we’ve all known for ages), finally, it seems that even the government noticed that.

When this new retail adviser, as her first initiative, launches a “declaration of independents” its time to sit up and pay attention. When you learn that its Mary Portas of “Mary Queen of Shops” fame, its time to take out a notebook and start taking notes !

Mary Portas is known for no-nonsense plain speaking and innovative ideas. Her ideas boost retailers enthusiasm, knowledge, skill base and earnings. With a successful retail background and a commercially savvy consultancy agency, she marries the two areas in her own unique way.

It is tough on the High Street and has been for some time. With town centre vacancy rates doubling over the last two years, the need to take action to save our high streets has never been more obvious. Consumers have seen their discretionary income fall as the cost of just about everything has risen. So in real terms this means less money to spend on anything that isn’t a necessity.

Some retailers have fared better than others and there have been some well publicised casalties in the bigger chains. But the real story in the change of the high street has been that of the independent. Over the past 40 years Britain has changed from being a “nation of shopkeepers” with vibrant high streets, buoyant with diverse retailers, to one where the chain stores are represented everywhere, leading to charges of “Clone town”

Clone towns are not a good idea for many reasons, primarily that Independent businesses are vital to our local economies. They ensure the unique character of an area. They are more accountable to customers and the local community, more likely to support local charities and have greater direct control over the environmental impact of their businesses.

Furthermore, money spent at locally owned independent businesses goes around longer in the local economy. It yields two to four times the economic benefit to the local residents compared with non-local businesses. This means more local income, wealth, and jobs and of course the intangible aspect of community.

Supporting independent businesses creates local jobs, preserves economic diversity and safeguards the environment and that has to be a good thing. Whilst the larger stores are the anchors in our cities and towns, its the independent businesses who offer the diversity thats lacking and the mix that keeps it all interesting, as well as being a valued link in the community, which seems to be so sadly underrated and under reported.

The A-Z of successful retail !

Monday, October 25th, 2010

the A to Z of retail

the A to Z of retail

The face of retail has changed so much over the past few years. So I’ve come up with my own A to Z for successful independent retailing.

A is for Advertising: Whether you consider it an enhanced form of communication or merely manipulation, most of us consider it necessary for our businesses. In fact, I could write a whole article just on advertising come to think of it…

B is for Budgets: I’m on safer ground here. If you don’t have a budget then you might get a nasty shock. This happens when you haven’t done your sums right, and it turns out that all your profit is tied up in your stock room !

C is for Credit: Be nice to your suppliers and you can negotiate favourable credit terms.

D is for Define your niche: Ok, so I’ve pulled that one a bit, but if you don’t define your niche you can end up chasing any opportunity that presents itself, which often results in a mismatch of styles, stock and confused customers.
E is for Employees: Sooner or later you’re going to have some. Start off with contracts and write everything down – this will save you a lot of heartache.

F is for fashion: Also known as trends. It is the cyclical law of nature that as things go up, they come down. Fashion reinvents itself each and every season. While giftware doesn’t follow quite so rapidly, it can still become obsolete, so read magazines, visit tradeshows and generally do anything else that can keep you up to date with what’s going on in your market.

G is for Gift Vouchers: A fabulous way for happy customers to let family and friends know what they’d like from your store.

H is for Happy face: There’s nothing worse than a miserable face behind the counter. Be pleasant and make sure that your staff are. Why not employ a mystery shopper to independently grade your service. Remember that most people leave a business because they just don’t feel valued or recognised.

I is for Infectious enthusiasm: Yours specifically ! To lead a team you must be enthusiastic. If you have no team and its just you and the customers then you still need to be enthusiastic (see previous letter)

J is for Just looking: You’re going to hear that a lot ! Rather than asking the age old dumb question – “Do you need any help?” Perhaps you could instead ask a better question – such as, for example – Have you seen our new collection of X….? At the very least you won’t get the just looking answer.

K is for keyword search: In our technological age, make sure your store comes up under your chosen keywords.

L is for Loss prevention: People will try to steal from you – Don’t make it easy. Look for blind spots and instill good security habits as a key part of your staff training.

M is for Marketing : Marketing is anything and everything you do to promote your business.

N is for Newsletter: A great tool for communicating with your customers, reminding them that you’re still there, that you have new stock in and putting a more human face on your business.

O is for Operations Manual: You’ll definitely need one of these as soon as you have your first employee, you’ll notice that they don’t do things like you do…! That’s why you need the operations manual – it says how things should be done, in which order, when and by who.

P is for Price: The all important question, how much to charge? My tuppence worth is that someone will always undercut you, so unless you are a pound shop, it’s worth defining other areas as the USP for your business – service, stock, knowledge, design for example.

Q is for Quest: Q is a hard one ! I chose Quest because I see it as a positive word, a go getting word. Quest implies striving, searching and constant improvement.

R is for Relationships: With your suppliers, your staff, the local council, the local media, and the wine bottle when its not going so good ! Invest some time and make them as good as possible (with the exception of the wine bottle!)

S is for Sales: Selling is a combination of art and science. Time invested in studying the psychology of selling is never wasted. Remember to sell benefits, not products, and always answer the oldest question “What’s in it for me?”

T is for Technology: You can’t avoid it. So you might as well take a few courses and work out what tasks you need technology to do for you.

U is for Uniform: Are you going to have one or are you confident that everyone else shares your good taste and style ?

V is for vision: Think about it, articulate it, print it and make a bit deal about it !

X is for Xtra: Ok, I stretched that one a bit. But every self employed person I know does more than a bit extra. Extra hours, extra jobs, extra learning, extra training. you get the idea.

Y is for You: the one that generates the vision, the standards and delivers on it !

Z is for Zero Tolerance: To anything that falls below standard, it’s so easy to slide as standards slip imperceptibly, but standards are what set businesses apart

Still not twittering…?

Monday, May 11th, 2009

Still not twittering...?

Still not twittering...?

Twitter, (and other social media are doing) are changing all the rules of advertising and marketing. This is going on under our noses, and we’re now in the era of conversational marketing. You hadn’t noticed ? Prepare yourself because this is a huge shift in the way things work, and the implications are massive for all of us !

The internet and social media have changed the way we discuss corporate brands and reputations. Yelp allows us to rate and review local businesses we frequent, Facebook allows us to connect with friends and family and share our interests and our shoe addictions, and Twitter is the destination for any shred of emotion we want to share with our network !

Consumers are figuring out that they get better information and support from being networked to each other than to companies. In short they turn to each other for advice.

The good news for businesses is that we are apparently allowed into their conversations. More and more companies are building MySpace pages, launching facebook profiles or setting up Twitter accounts for customer support. They are finding that the corporate voice of “we have something to tell you” doesn’t work on these mediums, instead a new conversational marketing language is what works on the new media.

A recent survey of Twitterers, asked about their top reasons for using the platform stated the top two as:

• I find it exciting to learn new things from people
• I value getting information in a timely manner

Having lots of people follow them was not a high priority for them.

So, from a consumer’s viewpoint, the new social media redress the balance between consumer and faceless large company, or even faceless small company. Retailers are using Twitter to engage with customers, both for customer service issues and to get feedback and dialogue with customers – almost a market research perspective. Not, interestingly enough – for selling, or at least not exclusively.

Seth Godin, the world famous marketer said that marketing is the act of telling stories about the things we make, do or create – stories that sell and more importantly today perhaps in our virtual world – stories that spread !

From a business or marketers perspective, engaging in Twitter allows you to be in the loop and also to hear what is being said about you and your brand, which gives you an opportunity either to learn from what you hear or to respond. If someone was bad mouthing your business wouldn’t you want to be able to defend yourself?

Aside from information and protecting a brand, Twitter also allows you to build a following that you can tweet to - letting them know about your business, your personality and what you have going on…. for free - in effect its free advertising, all it costs is your time and you can join the conversation !

If you are finding your tweets a bit much to handle, check out tweet deck, it’ll manage them for you and enable you to keep chirruping !

Who is the one in ten ?

Friday, April 17th, 2009

Who's your one in ten !

Who's your one in ten !

UB 40 sang about it, scientific studies use it as a way of grounding their theories, but what relevance does it have for retail?

Well, it’s the secret of a new style of marketing – the power of ten !

It works like this, you find ten people. These are ten specific people. People who trust you, need you, like you, respect you, admire you…..

These ten people want or need what you have to sell, and if they love what you’re doing and how you’re doing it, you win – big time ! Because if they love it, they’ll tell ten more people (or many many more !)

If they don’t love it, it won’t work and you need a new product, concept, idea or need to fulfil.

If they love it, your idea spreads, your business gets talked about – and grows ! Fast, much faster than you’d think, because people are talking about you…..not only are you news, you’re also being personally recommended ! Advertising can’t buy that kind of promotion – It just can’t !

This idea can change the way you do everything – instead of investing in blanket advertising to an anonymous “market” You find the raving fans of your business and market to them, get them on board with your vision, your plans, your ideas, let them contribute. Then they’re not anonymous, they’re willing participants, they’re invested in your business (emotionally not financially) You can only really market to people who are willing participants, like your group of ten people.

So when you want to launch a new spring collection for example, you wouldn’t need to spend a lot on advertising, you could plan a gradual build up of interest that turns into a tidal wave. You could plan your budget accordingly too. Which is the opposite to how it’s done now, where most of the money for advertising is spent up front, then it tails off, which is backwards to what you need.

Ten evangelists can make a huge difference to your business. Ten people who love your shop and tell all their friends where they got X from, who pop in all the time, sometimes just to say Hi, ten people who think you’re great and want to support you…..

Years from now, this advice will be so common that no-one will be able to comprehend that we didn’t do it.

But for today, I’m willing to bet that it’s almost certainly the opposite of what you’re doing?

So, who will you pick to be your top ten?