Tis the season to hustle

Stopped by my area Dick’s Sporting Goods where I found a deeply discounted shirt that I could not pass up.  This is the time of year when stores can be busy and lines can be long.  That certainly was the case at Dick’s.

When I arrived at the checkout there were 12 customers in front of me when I glanced at my watch and wondered how long it would take to pay for the shirt. There were only two cashiers working and I debated whether I would wait in line or pass on the shirt.  I decided to wait.  I progressed through the line and finished paying for my shirt.  Glancing at my watch, I realized that only four minutes had passed!  That is a clearance rate that Wal-Mart would be proud of.

The cashiers definitely hustled.  I was still treated friendly and professionally.  They still took the time to check if I was a member of their loyalty club (I am). And they still promoted their fundraising program to fund kid’s sports ( donated $5 on a $25 purchase.

Being quick, friendly and efficient is always important at our registers.  At the Holidays, this is particularly important.  Well done, Dick’s Sporting Goods.

“A little help?”

We have all been there.  Walking by a playground, a college campus, a beach or schoolyard, when we hear the call’ “A little help?”

We all know how to respond.  We immediately search the area for an errant ball or frisbee that needs to be returned to the person asking for help.  Finding the lost item, we toss, throw flip or kick it back to the owner hopefully with some accuracy.

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What is the word for “Unhello” ?

Pavel Krok

A 20-something man wearing an Oregon Ducks t-shirt, a young mother pushing a running stroller wearing yoga pants, a 50-something guy shorts and a button down shirt and a teenager in a letter jacket walk into a store.  Kind of sounds like a joke.  Unfortunately, it is not.

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The Dance

discofox_grundschritt

I saw the two of them square off – the salesperson and the customer, the adversary and their opponent.  Even though I have seen this subtle encounter many times before, I never pass up a chance to watch.  For the Dance was about to begin.

What is the Dance?  It is the name that I gave to the movement that salespeople and their customers go through trying to find a comfortable place and distance to interact.

Typically when two people talk,  they stand approximately an arms distance away from one another.  If they are close friends, they may stand closer.  If there is a power differential between them, the person with less power may stand a bit further away.  The distance is never discussed by the talkers but rather it is set as the two talkers position themselves.

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Grabbing their attention.

Door handles of the DQ Grill & Chill in Bend, OR

Door handles of the DQ Grill & Chill in Bend, OR

Almost as iconic as the trademarked curl on the top of their cones is Dairy Queen’s red spoon.

It is a stroke of branding genius that DQ restaurants are beginning to adorn their stores with oversized red spoon as door pulls.   This photo was taken last weekend in Bend OR.  I always appreciate themed door pulls at specialty stores.  The pulls are a great way to create a positive customer impression!

You do not have to take my word for it.  The red spoon door pulls were featured in LockNet, the website about doors and locks for businesses. See link below.

http://www.locknet.com/lockbytes/custom-door-hardware-boosting-your-brand/

 

 

Another way not to coach

by Polylerus

by Polylerus

I stopped in national chain store at the mall the other day, drawn in by the signs in by the many promotional signs in the window.

Standing near the front of the store, an employee was working with a customer as a smiling manager approached.  Without so much as an introduction, the manager asked the customer, “Did he mention the sales going on?”

“Not yet,” responded the somewhat bewildered customer.

Turning to the employee, the manager continued, “I can’t believe you haven’t mentioned the promotions even after our huddle this morning. Jesus!”

At this point, I didn’t want to see any more and left the store.  I think the customer was thinking the same thing.

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The Expert – Part 1

EXPERT – Someone having, involving, or displaying special skill or knowledge derived from training or experience.

expertThis is the first in a four-part series on dealing with experts in your retail store from several different perspectives.  For the sake of these posts, when I refer to an expert I am referring to someone who has advantaged knowledge or experience about the products being sold and their usage. Today’s perspective is dealing with a customer that is an expert.

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keep-calm-and-listen-to-your-customer-11-jpg-2

I was doing a little research today and I ran across an image that caught my eye.  Digging a bit further, I discovered the image source was from Keep Calm-o-matic.

The Keep Calm-o-Matic is the place to express your creativity, dreams and imagination. You can create, discover and shop.

They make a variety of customizable products based on the WWII poster used throughout England to encourage their citizens to carry on in spite of the rocket attacks and bombings from the Nazis. (The website is so easy and engaging I bought a customized poster and a coffee mug and I do not even drink coffee.)  See for yourself at http://www.keepcalm-o-matic.co.uk