The Business of People

By Evan Wise

Howard Behar, executive of Starbucks, says, “We are not in the coffee business serving people, but rather in the people business serving coffee!” This is a lesson for every small business owner, especially retailers. You too are in the people business.

Behar doesn’t say they are in the customer business but rather the people business. That is because success revolves around many more people than just customers. In order to deliver dresses, shoes or suits, many people are involved. Those people must be dedicated, trained, motivated and empowered to do their job effectively so the customer can be not only satisfied, but delighted! That includes sales, marketing, buyers and others within the organization.

Take at look at where most of your business efforts and focus fall. Is it on buying inventory or effective merchandising? Do you spend a lot of time on marketing? How much time is spent on finances and looking at cash flow? Are you selling on the floor, opening and closing the store and working on receiving goods? Compare the time spent on all those activities to the time you spend on training, communicating and growing your employees. Employees are your most important asset. Employees make your store unique compared to the competition. Too often I hear retailers lament that the internet is cutting into their sales. That means the staff is not specialized enough to compete effectively. If you, as the owner or key manager in the business, are not spending at least half your time and a good part of your budget on improving and nurturing employees rather than nursing them, competitors and the internet can pose a threat.

Winning@Business™ is about growing people in order to grow your business. Dedicated employees create loyal customers. When your staff is trained to think like an owner; when they own their job instead of renting it from nine to five; they will be more productive and effective at creating buzz (word of mouth) and keeping customers coming back for more.

A management process that is coordinated and implemented properly can change a culture and a business. There are reasons that some businesses do well while others fizzle. Often it can be traced back to people and how well they work together to accomplish goals that are meaningful to the success and longevity of the business.

Source : http://www.specialty-retail-blog.com/blog/

The Business of People

By Evan Wise

Howard Behar, executive of Starbucks, says, “We are not in the coffee business serving people, but rather in the people business serving coffee!” This is a lesson for every small business owner, especially retailers. You too are in the people business.

Behar doesn’t say they are in the customer business but rather the people business. That is because success revolves around many more people than just customers. In order to deliver dresses, shoes or suits, many people are involved. Those people must be dedicated, trained, motivated and empowered to do their job effectively so the customer can be not only satisfied, but delighted! That includes sales, marketing, buyers and others within the organization.

Take at look at where most of your business efforts and focus fall. Is it on buying inventory or effective merchandising? Do you spend a lot of time on marketing? How much time is spent on finances and looking at cash flow? Are you selling on the floor, opening and closing the store and working on receiving goods? Compare the time spent on all those activities to the time you spend on training, communicating and growing your employees. Employees are your most important asset. Employees make your store unique compared to the competition. Too often I hear retailers lament that the internet is cutting into their sales. That means the staff is not specialized enough to compete effectively. If you, as the owner or key manager in the business, are not spending at least half your time and a good part of your budget on improving and nurturing employees rather than nursing them, competitors and the internet can pose a threat.

Winning@Business™ is about growing people in order to grow your business. Dedicated employees create loyal customers. When your staff is trained to think like an owner; when they own their job instead of renting it from nine to five; they will be more productive and effective at creating buzz (word of mouth) and keeping customers coming back for more.

A management process that is coordinated and implemented properly can change a culture and a business. There are reasons that some businesses do well while others fizzle. Often it can be traced back to people and how well they work together to accomplish goals that are meaningful to the success and longevity of the business.

Source : http://www.specialty-retail-blog.com/blog/

The World of Retail has turned Upside Down

Our Winning@Marketing team has been operating for 4 months now and working with these marketing experts has given me some real insights into many changes occurring all around us. I remember 45 years ago as a kid in my dad’s men’s store, most marketing was word of mouth and a weekly ad in the local paper. The strategy was to open a store, have merchandise available, put an ad in the local paper and wait on customers when they came in the shop. The world has turned upside down since then. Let’s look at a few of the changes that have affected or soon will affect your business future.

Advertising - THEN: Advertising used to be lofty claims and expensive fluff – jingles, sound bites or tag lines. NOW: Today information speaks to individuals. Successful businesses have a presence on the web. They engage in more cost effective marketing targeted to buyer personas and customized for their benefit. Blogs, article marketing, SEO, SEM and e-mail campaigns are replacing or at least augmenting traditional media advertising.

Promotion/Message Delivery - THEN: Retailers broadcasted their message by either advertisements in the newspaper or on radio or TV. Potential customers would see it, some of them would react and come into the store. NOW: With customers searching for everything on the internet, the broadcast has changed. It’s now the customers who broadcast what they want by searching the web, and it’s up to the retailers to “be there” when they are searching.

Wait on customers - THEN: People had limited choices and you knew your market and the competition. You got to know customers and you did not need a great effort to get them to come in; they came in anyway. Competition increased and businesses turned to direct mail and phone calls. NOW: Marketing is more about getting to know your customers than ever before. Getting to know them means what they do, what they like and who they really are. When they like you, they like your merchandise and like the buying process, they are loyal. People still buy from people who they like!

Hype - THEN: Marketing was about creating an external perception that was nirvana. “Drink our beer and the girls will flock to you!” “We offer the best service at the best price!” People have either become a lot smarter or are receiving a lot more choices. These ads don’t work. NOW: Reality matters. Teamwork and excellence are fundamental to your reputation and growing a business. Leadership needs to inspire staff and give direction. It’s all about what happens at the EAI (Employee Action Interface). When your marketing is about the truth, it creates buzz, word of mouth, loyalty and passion. The truth needs to be about creating partners of your customers and providing support as well as product.

Markdowns - THEN: Inventory that didn’t sell went on sale. What still remained was stored for next year. After three years if it didn’t sell, it went to the sidewalk sale. The bottom of the funnel was a charitable donation. NOW: Rising prices, expenses, competition and the internet have all put pressure on cash flow. Cash flow relies on not only buying the right goods but also the right amount. Measures and control of margins, maintained markup and sell through are critical. Budgeting, classification structure, inventory management and merchandise planning are fundamental to success today. Information, analysis and the right actions are no longer hallmarks of the best retailers, they are hallmarks of the survivors.

There are many other changes happening with the economy getting tougher every week. Winners will be the ones who move the market from people who shop with you to people who are passionate about your store. Winning@Business™ gets your team focused and effective, Winning@Retail™ increases cash flow and profits and Winning@Marketing™ drives new prospects to your door. Call Management One® to find out which processes work best for your business.

Source : http://www.specialty-retail-blog.com/blog/