We have just come through one of the toughest periods of business that most of us can remember. Assumptions that we previously had about how to run a successful retail business have been upended. What has not changed is how we take responsibility for the things that we can control
You have to take responsibility for the things you can control : The things that take place inside the four walls of your store(s). The recession affected everyone, retailers large and small. No one was given an advantage, a hindrance or a get-out-of-jail-free card. The retailers who survived and prospered in this period and who continue to prosper did so and still do so based on their attitude toward the challenge of gaining new customers, holding onto existing ones, and giving both a compelling reason to return.
Your customer doesn’t care about what was affecting your business, what is affecting your business, and what will be affecting your business:
- Your customer doesn’t care what you have paid for your merchandise.
- Your customer doesn’t care what your costs are.
- Your customer doesn’t care how hard it is to find good people.
- Your customer doesn’t care what your vendors do or don’t do for you.
- Your customer doesn’t care that Wal-Mart (or any one else for that matter), might pay less than you for the same merchandise.
- Your customer doesn’t care how many hours you work
But your customer does care that you do the following things right:
- Your customer does care how much he or she pays for a product.
- Your customer does care how that product will benefit him or her.
- Your customer does care how much you and your staff know about what you sell.
- Your customer does care how neat and clean your store is.
- Your customer does care how she or he feels in your store.
- Your customer does care how much you care.
Remember : Your customers doon’t know how much you care until you show them. As a retailer, you and your staff need to respect what is important to them, deliver products, services, and experiences that meet their needs, and you will have have customers who care about you as much as you care about them.
That is how long term relationships develop and flourish.
Do this and you will succeed.
What is the one thing that you can do today that you have learnt from this post?