Maximize Today's Opportunities

– Doug Fleener

Here are seven ways you can maximize your customer opportunities today. You’ve probably heard most of them before but do you put them into practice?

1. Post a daily goal for the staff. Some retailers hesitate to do this, but I think spotlighting a result as tangible as sales helps the staff focus on delivering memorable customer experiences. You might also choose to balance the message by including a specific goal, such as greeting every customer.
2. Don’t show the customer any products until you’ve asked a few questions to properly identify his/her needs. Just by taking time to ask questions demonstrates that you truly want to show customers the best product that meets their needs, regardless of the price point. Making sure the customer purchases the right product reduces returns and increases customer satisfaction.
3. Run a smile contest. I know it sounds silly, but do it anyway. See how many times you can catch staff members smiling with customers and reward them by letting them pull a prize out of the Smile Bag. Okay, it’s silly but silly makes you smile, right? Fill a box or bag with some candy or other small inexpensive prizes, maybe even a gift card or two and voilà, a Smile Bag.
4. Open the door for the customers. I know I’ve said this before but it is amazing what a positive first impression it makes.
5. Ask every employee to suggest to the customer an additional product that will enhance the customer’s purchase. The key is to communicate the benefit of the product and how it will enhance the product that the customer is purchasing.
6. Run “Take 5” meetings. Pull the staff together for five minutes before you open the door, and then with each staff member who comes in to work throughout the day. Share with them the goal for the day, what is in and out of stock, any specials, and any other pertinent information. You can also use Take 5 meetings throughout the day to keep the staff motivated and inspired.
7. If you are reading this you are probably either the owner or manager of a retail operation. There is no better way to maximize your opportunities than by being out there on the floor working side by side with the staff. Use it as an opportunity to model the right behavior, coach your staff, and do your part to reach the goals for the day.

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