Stay true to your values and direction
I recently had an exchange with a male retail team member who was struggling to hit sales targets on a consistent basis. His performance had slipped from delivering over $20000 per week in sales to $6000 in the space of 6 weeks. His direct line manager asked for advice with how to help inspire this team member back to his original performance levels.
I said to his manager “When did you employ this team member?” and he replied “12 months ago”
I then asked “So cast you mind back to 12 months ago and tell me about the look on his face when you knocked on his house door, and asked him if he would like to join your team?”
The manager looked really confused…. He said “Sorry I don’t follow?”
I re asked, “Tell me about the look on his face when you knocked on his house door, and asked him if he would like to join your team?” The manager said with a puzzled look “I didn’t go to his house….. That’s not what happened….?”
I said “So tell me what happened then, how did you come to the point where you’re working together?”
The manager said, […]
From 0 to 10000 loyal customers in 18 months!
In 2009, Melissa Telecican started up a Spanish Restaurant in Brisbane. She started off all guns a blazing, but then, just over 12 months into the business, the revenue wheels started to slow down, and things got tough. So tough, that it was literally, Loyalty OR BUST, which is the title of her upcoming book.
So, Melissa devised a plan to build a strong customer database, and start talking to that customer base on a regular basis. She rewarded customers who signed up, and also sent them consistent offers each month there on after. Within 18 months, Melissa had grown her customer database from 0 to over 10,000 loyal customers for a restaurant that has a max capacity of 60. She sold her business for an undisclosed profitable amount and is now helping small retail and hospitality businesses find their feet via database marketing.
Tune in as Melissa goes through the 6 common mistakes business owners make and how to build a beautifully strong customer following for your business which costs next to nothing to do. Grab a coffee, tea or sangria as Melissa and I delve deep into why it’s vitally important […]
Is customer loyalty IMPOSSIBLE or ATTAINABLE?
I read an interesting article on inside retail about loyalty which I found really interesting and also ego assuring. I’ve been saying this for a while, but to measure ‘transactional’ based data, there’s an element of ‘reaction’ to this. You’re measuring what’s transpired and taken place. Now this is a good way to stay attuned to ones retail business, yes. BUT, when it comes to ‘predicting’ future movements or customer trends, there must be more analytics placed on ‘behaviours’ rather than ‘outcomes’
The retail landscape is as fickle as it’s ever been. eCommerce has stripped away it’s mantle and dominance in purchase decision options. So now more than ever, more and more retailers are placing large emphasis on understanding customer loyalty, and building into their business strategy.
What makes me laugh is that it’s only recently that retailers have decided that customer loyalty is a good thing to focus on… Ok, so i’m not going to get on my soap box and rant about the old lazy retailing methods that are still in place in many companies, but what I will say is this. CUSTOMER LOYALTY is a very different thing to CUSTOMER ADVOCACY.
Loyalty = an immovable […]
The 5 steps to a rockin radio campaign with Wazza Bray.
Show #13 of The Go To Retail Show with Wazza Bray
Well, well well, after 4 months of talking about it, Wazza Bray from LMG Digital media have finally caught up and hit the record button!
Tune is a Wazza gives you a cracking 5 step guide to make sure you get the best bang for your buck with any radio campaign for your retail store.
How #taylorswift allows 4-6 weeks for her fans to hear her songs
How Lexus values a customer
The Chicken Shop that stopped traffic
Why dentists often purchase new Mercedes
Measuring success with Chup-a-Chups
Jingles, Sonic Booms and the reticular activating system
Wazza Bray – LinkedIN
LMG Digital Media – Website
ASAP Glass – Website
RETAIL RECRUITMENT 101
With regards to retail recruitment, or recruitment of staff for your stores, I receive a lot of questions about what should I be looking for? What types of behaviours or personality types should I consider when recruiting for my own store? I often ponder as to why someone needs to delve into this, but it is evidently clear that recruitment isn’t something that a lot of people have experience in. Nevertheless, it is not that difficult, especially if you get clear on what you want your brand and your business to stand for. What values do you want it to be pinned around, or what values do you want as fundamental pillars within your business – what are they? Once you get clear on that, if you want your business to be about value, great service, honesty and integrity, then that’s what you go looking for in people.