“HUMAN BEINGS, WHO ARE ALMOST unique in having the ability to learn from the experience of others, are also remarkable for their apparent disinclination to do so.”
  — Douglas Noel Adams, author of The Hitchhiker’s Guide to the Galaxy

Yesterday, the owner of a local restaurant shared with me that his business was experiencing a lengthy quiet period.

“It’s very slow; people are not eating out anywhere near as much”, he lamented.

“How often do you go out to eat ?” I asked.

“I don’t have time to eat out, I’m a restaurant owner”, he said.

This restaurant owner’s response to my question is all too common. The sad truth is that many retailers never set foot into another retail business.  Even though it doesn’t cost a thing, they never give themselves the opportunity to:

  • Learn from what other retailers are doing.
  • Compare their business against others.
  • Adopt and improve better practices. 

Frequently, it is these same retailers who proclaim:

– “I make the best pizza” or,

– “I have the best service” or,

– “I provide great value for money”

Really? So why is your store empty?

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Successfully helping retail owners in Melbourne Australia apply the most effective principles ever discovered, to create highly profitable businesses.

Take the next step… If you want to know how to attract more customers to buy from you, get on board my individually tailored retail programs. If you want to build a  retail business with more loyal customers, now is the time to build momentum and make this year your best ever. You will be ecstatic at how easy it can be to attract and keep more customers.

The fast working principles from my exclusive programmes, My Retail Success and The Outside In Method come with a 100%  Satisfaction Guarantee. Discover quickly and easily how to :

  • Attract and Keep more Customers
  • Substantially increase your Profit
  • Increase the Value of your business
  • Free more of your Time

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact me direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au

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“YOU NEVER GET A SECOND chance to make a good first impression.” – Anonymous

It only takes a quick glance; some say as few as three seconds, for someone to form an opinion of you, when they meet you meet for the first time. In this brief moment, a shopper will decide whether or not they like you  and by extension your business, based on your greeting, your  appearance, your body language and your attitude.

Every time a customer meets you and your staff, they are judging you and your business and forming an impression. Reversing this first impression is nearly impossible.  This is why it is crucial that you use those first few seconds wisely. 

 John Gattorna, a visiting professor at Macquarie Graduate School of Management, conducted research (2008) into ‘Why businesses lose customers’.

  • 4% Natural attrition (moved away – passed on etc)
  • 5% Referred to a competitor by their friend
  • 9% Competitive reasons (price)
  • 14% Product/Service dissatisfaction
  • 68% Perceived Indifference

68% of business is lost due to ‘perceived’ indifference! In other words, the customer does not feel valued. It sends customers away nearly five times more often than dissatisfaction with a product or service and seven times more often than for competitive reasons. Making every customer feel important every time is a fundamental principle for retail success.

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Successfully helping retail owners in Melbourne Australia apply the most effective principles ever discovered, to create highly profitable businesses.

Take the next step… If you want to know how to attract more customers to buy from you, get on board my individually tailored retail programs. If you want to build a  retail business with more loyal customers, now is the time to build momentum and make this year your best ever. You will be ecstatic at how easy it can be to attract and keep more customers.

The fast working principles from my exclusive programmes, My Retail Success and The Outside In Method come with a 100%  Satisfaction Guarantee. Discover quickly and easily how to :

  • Attract and Keep more Customers
  • Substantially increase your Profit
  • Increase the Value of your business
  • Free more of your Time

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact me direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au

mistakesMISTAKES ARE ALWAYS FORGIVABLE, IF one has the courage to admit them”  Bruce Lee

There are specific ways to minimize mistakes in your retail business. Nevertheless, it is still possible that someone will make a mistake and you will have to deal with an angry customer. Make certain that everyone in your business is trained in the correct way to deal with this situation. If you think “Let them go. Heck, it’s only one customer”, think again! You need to understand that one angry customer has the potential to be extremely damaging to your business. Many years ago I heard the saying “one upset customer will tell ten other people”. Today, with the rise of Facebook, Twitter, Instagram, etc., one angry customer has the potential to tell thousands of people about their bad experience with you. Treat this situation very seriously!

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Successfully helping retail owners in Melbourne Australia apply the most effective principles ever discovered, to create highly profitable businesses.

Take the next step… If you want to know how to attract more customers to buy from you, get on board my individually tailored retail programs. If you want to build a  retail business with more loyal customers, now is the time to build momentum and make this year your best ever. You will be ecstatic at how easy it can be to attract and keep more customers.

The fast working principles from my exclusive programmes, My Retail Success and The Outside In Method come with a 100%  Satisfaction Guarantee. Discover quickly and easily how to :

  • Attract and Keep more Customers
  • Substantially increase your Profit
  • Increase the Value of your business
  • Free more of your Time

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact me direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au

smile“EVERY TIME YOU SMILE AT SOMEONE, it is an action of love, a gift to that person, a beautiful thing”. – Mother Teresa

Committing the necessary effort to consistently generate a positive shopping experience for every person who comes into contact with your business is a fundamental principle for retail success. The fastest way to make this principle begin working for you is to….. 

SMILE!  You are first and foremost in the people relationships business. Always greet your customers with sincerity and warmth. A simple, genuine smile while making direct eye contact makes customers feel good about themselves, good about you and your business and puts them into the mood for buying. Practise this simple act until it becomes a habit for everyone in your business. You will be giving your customers something great to talk about. Despite the ever-increasing range of available advertising methods, customers will always place the highest level of trust in the opinion of their friends and acquaintances.

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Successfully helping retail owners in Melbourne Australia apply the most effective principles ever discovered, to create highly profitable businesses.

Take the next step… If you want to know how to attract more customers to buy from you, get on board my individually tailored retail programs. If you want to build a  retail business with more loyal customers, now is the time to build momentum and make this year your best ever. You will be ecstatic at how easy it can be to attract and keep more customers.

The fast working principles from my exclusive programmes, My Retail Success and The Outside In Method come with a 100%  Satisfaction Guarantee. Discover quickly and easily how to :

  • Attract and Keep more Customers
  • Substantially increase your Profit
  • Increase the Value of your business
  • Free more of your Time

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact me direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au

mkrWHAT SCORE DO YOU GIVE your retail business out of 10? I asked this question to a group of 28 retail owners/managers; here are the results:

  • – 4 said 10,
  • – 9 said 9,
  • – 11 said 8.
  • – 4 rated their retail business a 7 or less.

I then asked the group a second question: “What score do your customers give your retail business out of 10?”   All 28 answered “I don’t know”.   Underestimating the importance of how customers score their business is a very common mistake made by many retail owners. In My Kitchen Rules, each contestant has an opinion about the quality of their dishes. However, it is only the judges’ score which matters.  An effective customer feedback system that is diligently acted upon is fundamental to your success.

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Successfully coaching retail owners in Melbourne Australia, how to create highly profitable businesses by attracting shoppers and converting them into loyal fans.

Take the next step… If you want to know how to get more customers to buy from you, get on board my individually tailored retail programs. If you want to get  more retail customers, now is the time to build momentum and make this year your best ever. You will be ecstatic at how easy it can be to attract more customers to spend more money in your store.

The fast working principles from my exclusive programmes, My Retail Success and The Outside In Method come with a 100%  Satisfaction Guarantee. Discover quickly and easily how to :

  • Attract and Keep more Customers
  • Substantially increase their Profit
  • Increase the Value of each business
  • Free up more of their Time

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact me direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au

consistencyHAVE YOU EVER HEARD THE following?

“Consistency is far better than rare moments of greatness”.

In retailing, consistency is one of the success fundamentals. In other words, if you want to create a successful retail business, you have to develop the habit of being consistent in as many key areas of your business as possible. What distinguishes professional retailers is their commitment to the fundamentals. Retailing success put simply is, faithfulness to the fundamentals. Everything else is gimmicks, tricks and fads.

The areas of your retail business where you first need to develop the habit of being consistent, are those that directly affect your customers.  

Take a moment to consider the following:

– How long would you continue going to the same cafe if you didn’t know whether your latte would arrive hot or cold?

– Would you stop dining at your favorite restaurant if the restrooms were dirty?

– What effect would it have on your business if  customers started “hoping to be lucky” to get the right person to help them?

– Would McDonald’s have achieved its success if a Big Mac tasted different every time?

In which areas do your customers expect you to be consistently very good?

How will you develop and maintain consistency throughout your store (s) in these key areas?

In the final analysis, the success of your retail business is directly proportional to the degree that you and all of your team become great at developing and maintaining strong relationships with people. It is these people who will:

a. Become loyal customers who will keep returning to buy from you

b. Help your business to prosper by referring to you their friends and family

Your consistency, in the right areas of your business, is critical in your customers developing a high level of trust in you and your business. Trust is the most important thing in a relationship; without trust, there is no relationship.

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Successfully coaching retail owners in Melbourne Australia, how to create highly profitable businesses by attracting shoppers and converting them into loyal fans.

Take the next step… If you want to know how to get more customers to buy from you, get on board my individually tailored retail programs. If you want to get  more retail customers, now is the time to build momentum and make this year your best ever. You will be ecstatic at how easy it can be to attract more customers to spend more money in your store.

The fast working principles from my exclusive programmes, My Retail Success and The Outside In Method come with a 100%  Satisfaction Guarantee. Discover quickly and easily how to :

  • Attract and Keep more Customers
  • Substantially increase their Profit
  • Increase the Value of each business
  • Free up more of their Time

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact me direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au

CUSTOMERS ARE NOT ALWAYS RIGHT! Some are “completely unreasonable”.  They will waste your time, frustrate you and your staff, cost you money, and you are far better off without them. Fortunately, these customers are very rare. The vast majority are highly reasonable and they will only snap when you allow things to go really wrong. The best way to ensure that your customers don’t blow a gasket is to get it right the first time. Consider the following lapses:

  1. Returning home, your customer discovers a security tag still attached to their purchase.
  2. Not including all of your customer’s purchases in their parcel.
  3. Not keeping your promise. If you say that you will do something for your customer, follow through. Make sure you have a fail-safe backup plan in case you can’t do the job personally.
  4. A late delivery from your supplier/warehouse where your customer arrives as agreed to your store and has to leave empty-handed.
  5. Your lack of product knowledge that results in your customer buying something that doesn’t work, fit or meet their need as promised.
  6. Charging for work that wasn’t done, or a product that wasn’t delivered.
  7. Charging for unnecessary work or products.
  8. Ambushing your customer with additional charges.
  9. Not valuing your customer’s time by making them wait too long, or ignoring them completely.
  10. Not giving customers your caring and laser focussed attention; store staff who appear they want to be somewhere else.

Mistakes like the ones above  can cost your retail business dearly. A disappointed customer will tell 4 to 10 more people about their poor experience than a happy customer! Protect your business success by implementing a system of checks in all of your customer interactions.

“There is only one boss. The customer. And he can fire anyone in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton 

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Successfully coaching retail owners in Melbourne Australia, how to create highly profitable businesses by attracting shoppers and converting them into loyal fans.

Take the next step… If you want to know how to get more customers to buy from you, get on board my individually tailored retail programs. If you want to get  more retail customers, now is the time to build momentum and make this year your best ever. You will be ecstatic at how easy it can be to attract more customers to spend more money in your store.

The fast working principles from my exclusive programmes, My Retail Success and The Outside In Method come with a 100%  Satisfaction Guarantee. Discover quickly and easily how to :

  • Attract and Keep more Customers
  • Substantially increase their Profit
  • Increase the Value of each business
  • Free up more of their Time

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact Leon Skaliotis direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au