Dynamic Business

The winners train the whole team in customer relations and they do it constantly. They identify who are the key team members in the customers journey.   In the best retailers stores, you don’t come across team members who say ”I am just the trolley boy” or “ I am only a weekend person, I do not know.”   The best make sure that all the team are proactive, they accept they will not know all the answers, but the culture within the business is they will find out the answer and walk you through the retail journey.

The best also measure their success, the best use mystery shopper organisations as a standard part of their management culture to ensure they maintain standards, they believe in the concept that if you cannot measure it, you cannot manage it. It amazes me how many businesses do not check the post important part of their business, the relationship the team members are having with their customers.

As we start a new year, the challenge is to stop thinking about customer service, that is what the “me to” retailers are doing, you need to develop a business that stands out from the rest, that means you need to start building customer relations, not service.

John Stanley is one of the top ten percent of speakers in the world today.  He is an acclaimed retail consultant and Western Australian Entrepreneur of the Year 2009.  John is author of  several marketing, customer service and retail books including the best seller “Just About Everything a Retail Manager Needs to Know”, his company is Western Australian Small Business Champion 2009 – Education and Training.  For more information on how John Stanley can help you visit his website www.johnstanley.com.au or email info@johnstanley.cc