I think everyone knows that times are tough.
There would hardly be a business in the world that is not suffering a little at
this time. Yes, you may have the best
product but people in general (the consumers) are seeking the best at the
cheapest prices. Everyone is seeking a
bargain, coupled with the best service that you can offer and they want nothing
less.
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As more and more people put their business
online, those that are left with staff on the floor must target the customer
who is not wanting to get on the computer to ‘go to cart’. Therefore, the business that actually has a
sales floor, rather than a virtual salesroom, should start to look at the
service they offer and really preen their skills. The people that still
physically go to the shops, still believe in service. They believe that they, the customer, are
deserving of this service at the best of price. They want the best quality service
and product at the same price as those they have checked out online, who offer
no hands on service.
To the businesses that still offer an actual
store front as opposed to a virtual storefront, I take my hat off to you. You
are dependent on staff who offer first impressions. Staff who are versed on
product knowledge. Staff who can get to know their client’s needs and budget in an efficient time frame
and offer them service that cannot be found online. Above all encourage clients
to visit again and again.
To the staff, you must remember that your
bosses are risking everything to employ you in the model of face to face
service. They, the bosses, need you to
keep the service at the highest level and have repeat service or sales from
their clients.
Not many business I know, do not expect the
customer to come back in their store unless of course you are an undertaker. A
return visit from that client may be of huge benefit, owing to their business
being listed in the New Testament (who cares about The Yellow Pages) and that
their business will in fact gain media support, without paying a single cent on
advertising. But seriously, even this
business needs people to see their business as one that gives the best possible
service. And for people to seek that service for their next loved one that may
be in need of their product.
As staff we need to make ourselves that service
agent who is as efficient as, and is striving to be the 007 of service and
performance. We need to be that sharp
shooter but, we need to be able to understand our mission and those of our
bosses and clients. A hard task I know
but our employers have entrusted us with their livelihood and in turn need our
figures to ensure ours as well. Without
those figures in the till, we may find ourselves on a mission impossible on the
unemployment queue.
Having said that, yes our employers should, and
are legally bound, to provide us with conditions that are legislated. But, we
as employees must give our bosses respect and thanks that they (our bosses0
have entrusted their businesses in our hands. Therefore, we need to work harder
to keep us in the luxuries to which we have become accustomed, through our
job.
We and the employers must be mindful of our
consumers as well, and afford them the respect, and quality, that they have
sought, rather than a service equivalent to that which is offered online. They have chosen to enter our doors and are
seeking face to face, hands on service.
As employers we must supply our staff with the
best product knowledge and upskilling we can afford. No-one wants to enter a business with staff
that have no product knowledge and lack the skills to talk to clients.
Having said that, how many of us have gone
online to a virtual store and found it too difficult to navigate owing to it
being overcrowded and difficult to find a particular product and get to cart?
Therefore, if we are wanting our business to attract people to our
floors we need to make our shop front look as professional as we believe we
are. We must make our stores as consumer
friendly as possible. The first
impression we want, when clients walk through our doors is smart, snappy and
visually directional. Our stock must be
as clean as the day it was delivered. We
don't need customers to think our shop front is that of a very ordinary second
hand shop.
Being an employer or an employee are both tough
jobs but, we together, must find common ground and respect each other in our
individual roles. We need each other to survive. Therefore, we need work together for our
common benefit.
If we haven't respected each other in the past
for our roles, we must start, and take on board that we are dependent on each
other. We must take into consideration that there is also a third party
involved and that is the consumer. Yes, it is a difficult task but with
communication and encouragement on all sides we can make it happen.
Unless we realize and work on our skills, and
the service, we supply, we are not going to survive. Therefore, we need to work
together on a remedy or, we too, might find ourselves dependent on computer
service, computer employment, computer purchases, and indeed computer
counselling. Let’s cherish that we
have a chance to have that personal touch rather than the cold keyboard that
seems to be taking the world by storm.
These are my thoughts
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