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