OutFront Leaders champion these three mindsets during the holidays.
1. Champion WE. OutFront leaders position and reinforce how essential the team is to the success of the business. Henry Ford said, ""If everyone is moving forward together, then success takes care of itself." I believe that how well a retail staff works together to engage and sell customers can have a positive - or negative - impact of 10% or more.
Specialty stores want to champion team selling, silent assists, colleague coaching, multi-customer engagement, and all other teamwork that results in higher sales and the best possible customer service experience.
2. Champion maximizing every customer opportunity.Recently, while shopping in a department store I overheard two salespeople complaining about how slow business was. They were doing this, of course, instead of engaging me.
Holiday success isn't dependent on any one promotion or event, but it will be determined by the experience and level of sales focus on every customer that walks into the store. Miss maximizing even one customer opportunity, and it might be the one that makes the day.
3. Champion your customer's experience. What sets your store apart from all the rest are the products you sell, AND the experience a customer has when shopping with you. While some customers might be looking for deals, that isn’t the only reason they come into your store.
Customers shop your store because of how it makes them feel. The better they feel, the more they purchase. How we do that might change during the holidays, but the importance of doing it never does.
Take these three actions this week and throughout the holidays your store staff is sure to be Champions! (Cue up the Queen music!)
So let me ask, what are you and your leaders championing for this holiday?
How to use this article.
Discuss with your leadership team how each of them sets the tone, and how championing key messages makes a positive impact on holiday results. Talk about these three key points to champion, and any others you and they feel might be vital to your store’s success.
- Doug Fleener
I speak, consult, coach, and offer online trainings to retail, hospitality, banking, professional services and other customer-focused companies and associations. Learn more about DougFleener.com, or call 781-861-7803.