By Moe Lastfogel Director of Sales and Marketing for The Retail Observer Expand the education and resources you need Consumers are savvier today than ever before and more knowledgeable with the help of the Internet. They also demand a higher level of customer service and expertise when shopping. With all the store closures of Sears, HH Gregg, and others, it’s more important to be ready for new customers. If you don’t provide them with the answers they are looking for, they can easily find another retailer who will. You can no longer sit idly by and let untrained employees handle your customers, nor can you expect to have customers come back if you don’t handle their concerns quickly and efficiently. Exceptional customer service should be seen in every area of your operations, not just on your sales floor. Our long-time contributing writer John Tschohl is a great resource in this field. From the CEO to the janitor, everyone plays a vital role in the whole customer experience. What have you implemented in your business for continuing education of your staff in the areas where they work? Have you looked into your buying group or trade associations to see what educational programs they offer? You might even think of offering employee assistance for continued education at the community college level. I’m sure there are a thousand other opportunities out there. Don’t forget that the service departments play a major role in how your business is perceived by your customers, but is often overlooked when talking about customer service. This includes how well your staff handles service calls, accounting processes, warehousing and delivery procedures. We at The Retail Observer understand the importance of customer service, well-trained staff and efficiently run business processes. In today’s marketplace, the introduction of new technologies, product enhancements, certification and training have, and will continue to impact this area of your business. Happy Retailing, Moe Lastfogel [email protected]
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By Moe Lastfogel Director of Sales and Marketing for The Retail Observer As I write this Musings, I have just returned from Nationwide Primetime. CES, World Market, and Design and Construction week have all ended. However, as busy as the beginning of the year has been, March is the busiest month of the year by far for the trade shows we promote and partner with. The month kicks off with the BrandSource Summit at the Venetian in Las Vegas, March 8-11. I’m sure the manufacturers and reps will be sharpening a lot of pencils to keep up with the orders that will be flowing in from the exciting buying and educationally formatted events. The Summit is followed by the Hearth, Patio & Barbeque Expo in New Orleans, March 12-14. If you are selling outdoor or hearth products this is a must go-to. My favorite area is always the outdoor burn area where manufacturers can show of their wares and usually always ends in a good meal. The Inspired Home Show — IHA’s Global Home + Housewares Market will be held March 14-17 in Chicago. I am always excited to go there to play with the newest gizmos, gadgets, countertop appliances, and kitchen accessories. An additional bonus: this show will be showing a lot more connected products than ever before. As always, it’s another great show for noshing. March 19-22 is the ever-exciting Architectural Digest Home Design Show in New York, where many manufacturers will be launching new products. From appliances and plumbing to contemporary art and furniture, this is one of our industry’s premier shows. The ASD Marketweek Trade Show will run March 22-25 in Las Vegas. This B2B trade show brings the world’s widest variety of retail merchandise together in one efficient shopping experience. Wrapping up the month will be the Digital Signage Expo March 31-April 3, also in Las Vegas. DSE is the world's largest tradeshow of digital display and interactive technologies. So get your calendars set, tickets in hand and some extra clothes, as this is going to be a long month with lots of exciting things coming your way. Hope to see you there and if you see me first, stop me to say hello! Let me know how your business is doing and what we can do to help your company grow. Happy retailing and safe travels, Moe Lastfogel [email protected] |
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December 2021
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