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10 Service Tips for Every Retailer
Jonathan Winchester
The 80% - 8%
Rule
“You don’t have a great business without great
service”
8 May 2014 Presentation Title
•Choose your attitude
•Your first impression to your team counts
•Get out of the office!
No. 1: The Fish Smells From The Head Down!
No. 2: Recruiting Great Staff • Upbringing
• Parents
• Experience service
• Induction
• Product
• Service
• Monitoring and rewards
• Drama
• Working P/T
• Leaders at school
1. Who is your most important customer?
2. Structure – blank piece of paper
3. Every business has the awkward squad
4. Weed out the Negative Influencers
5. 1/3 of our life is working – enjoy it!
No. 3: Getting the Team Right
• Zone your business
• Allocate staff member to an area
• Checklists
• Link to Appraisal
• Regular Reviews - Daily – 5 minutes
• Allows you to work “on the business”
• Saves you loads of time!
Make your Life Easier
No. 4: Where is the Wow?
Website
Phone Roadside
Outside
the Shop
Car Park
No. 4: Where is the Wow?
Website
Phone Roadside
Outside
the Shop
Car Park
Inside
the Shop
Exiting
the
Business
No. 5: The “E” Factor
Enthusiasm
• Recruiting
• Group Huddle – give the team purpose
• Keep the “E” levels up
• Appreciate “The Moment of Truth”
The Moment of Truth
• Stop the Backdoor Approach
• A Great Team Exercise
30 minutes
3 Areas of the business
What’s Good
What needs Improving
Take quick action
No. 6: “Look through the Customer’s Eyes”
8 May 2014 Presentation Title
No. 7: Chit Chat v’s Rapport Weak
• Weather
• Weekend
• What’s
going on
EASY
Strong
• Products
• Events
• Changes
• How to’s
• The Team
ENERGY
Try This
• 2 x 2
• 4 x 4
• 8 x 8
• 16 x 16
No. 8: Complaints are Gifts
Complaints Survey
No. 9:
8 May 2014 Presentation Title
“It is better to
be Different
than Better”
Craigie’s Farm Shop
McGees - Ireland
Craigie’s Farm Shop
And finally….
No. 10: Feedback is the Breakfast of Champions Weak Strong
Mystery Shopping
Benefit 1: Third Party Feedback
Benefit 2: Reward the Team
Benefit 3: “Your Bug Bears”
Benefit 4: Ongoing Service Improvement
Benefit 5: Profits Improve
At the End of the Day
Service
is up to
YOU.....
and only
YOU!
Questions?
Jonathan Winchester