Success Starts In-Store

For a brick-and-mortar retail business, the store is what connects the customer to your company
  • No matter your web presence, the physical store is what determines success
  • It is the place customers instinctively connect with first to spend money, to inquire, and to complain
  • An unwelcoming store is a red flag for customers and is a seed for a losing battle

The Customer Is Always Right …

More accurately stated: The customer always believes they are right.

It does not matter if the customer is right or wrong, in reality. The only thing that matters is what they believe, and convincing them they are wrong should always be a carefully chosen option.

Leading Points Of Failure

Strategic Operations

  • Processes, product flows, and performance metrics
  • Benchmarking against industry standards
  • Hidden and/or emerging issues

Role Retention

  • Leadership briefings on latent challenges and opportunities
  • Skill-building programs for teams to sustain improvements
  • Knowledge transfer to embed scalable practices

Marketing

  • Inaction, not giving people a reason to engage
  • Traditional channels stalemates
  • Memorable brand with ideas people remember, talk about, and share

Brand Management

  • Bottlenecked workflows causing empty shelf space
  • Roadmaps not aligned with business objectives
  • Stale management and oversight engagement plans

ATTITUDE

Customers See Your Store In a Different Light

“Is this location closing?”

  • It only takes a few empty shelves for customers to think there is something wrong, and a particular location may be closing.
  • There should never be an empty spot in sight walking into a store
  • A spot in view of the store entrance that looks like this picture is all it takes for customers to start asking if the store is closing

Quotes that got the job done

“Clarity in objectives shortens the path to success.”
— Samantha, Area Director, Mid-Size Hospitality Franchise Chain

“If the book isn’t working, you’re reading the wrong book.”
— Jeff, Regional Manager, Large Retail Corporation

“Red and green to the floor at a 9-1-1 pace.”
— Dave, District Manager, Mid-Size Retail Corporation

“Listen to Shackleton, but don’t end up like him.”
— Kevin, VP, Large Multi-National Food Services Corporation