When I started in retail, I signed a time sheet that was printed on a dot-matrix printer, and the word thermal in a retail store only referred to undergarments. Now, innovation and technology are paving the road for the future of retail. Customers have proven, that there will always be a place for malls and stores despite the rapidly increasing ease to exist and shop online. History has shown, that out of recession comes innovation. Who would have predicted so much of that innovation would be around the internet and mobile devices?!
Even when I started writing this blog, it was about rebuilding and establishing a positive customer connection. Since then, the idea of that connection has evolved, and some companies are clearly still wondering "Where are we going now?!" Again, when I started in retail, it was all about customer service, and going above and beyond was highly encouraged. Or, in other words, we were giving to our customers. That and a booming economy lead to record years that saw rapidly increasing prices and a frenzied pace in stores to keep up with product flow. Companies (rightfully so) wanted to capitalize on this boom, but that also changed the relationship with the customer from giving to taking. Sure, companies talked about customer service, but the reality was far different. Store focus was presentation and product availability, which left little room for the giving service that grew the foundation for many companies.
It is time to give again. This doesn't mean lower your prices or give anything away. This means be "giving" in your actions. Identifying who your customer is and what they want from you, and then deliver that to them!! Whether it be meeting your customer in their communities or recognizing their penchant for technology -- you have to bring it to them!! We survived on take take take, because there was a time where shopping was fun, and the customer needed us to be there for that. They don't need us anymore.....we need them!!
"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so." -Mahatma Gandhi
Even when I started writing this blog, it was about rebuilding and establishing a positive customer connection. Since then, the idea of that connection has evolved, and some companies are clearly still wondering "Where are we going now?!" Again, when I started in retail, it was all about customer service, and going above and beyond was highly encouraged. Or, in other words, we were giving to our customers. That and a booming economy lead to record years that saw rapidly increasing prices and a frenzied pace in stores to keep up with product flow. Companies (rightfully so) wanted to capitalize on this boom, but that also changed the relationship with the customer from giving to taking. Sure, companies talked about customer service, but the reality was far different. Store focus was presentation and product availability, which left little room for the giving service that grew the foundation for many companies.
It is time to give again. This doesn't mean lower your prices or give anything away. This means be "giving" in your actions. Identifying who your customer is and what they want from you, and then deliver that to them!! Whether it be meeting your customer in their communities or recognizing their penchant for technology -- you have to bring it to them!! We survived on take take take, because there was a time where shopping was fun, and the customer needed us to be there for that. They don't need us anymore.....we need them!!
"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so." -Mahatma Gandhi
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