Let each of you look not only to his own interests, but also to the interests of others.- Philippians 2:4     

confident-friends A FREQUENT ISSUE I HEAR about from retail managers all over the world is some variation of the following:

“I can’t trust my staff”, or

“You can’t find good employees these days”, or

“If I’m not keeping an eye on my employees like a hawk, they will stop working”, or

“My employees – with very few exceptions are lazy and underperform”.

Feel that you have this issue in your business? Start dealing with it immediately! Motivated and enthusiastic employees are an essential part of a highly profitable retail business. There are a number of factors which affect employee performance such as aptitude and quality of training;  we will cover both each at another time. What I want you to focus on today, is how you think about your employees. Do you think of them solely as people who are paid to do a job or as loved members of your extended family?

You see, one mindset is that of a master and servant relationship. The only possible outcome from this kind of thinking is stress, misery and lack of quality production. The other mindset is to think of yourselves as co-workers with different responsibilities who are working together to achieve a common goal. You know what your goal is. I don’t mean having a successful business. Think deeper. What will having a successful business mean to you? Perhaps it’s all about proving that you are capable of creating a successful business. Perhaps it’s about the money and what you can do with the money. Buying the house you’ve always dreamed of owning, the car, travelling around the world . Maybe it’s about the freedom of not worrying about your bills or having time with your family and money for charity. These are your personal goals. How will you feel? You’ll feel happy, won’t you? Happiness is what ultimately we are all in search of. 

Now, think about your employees. Why do they come to work? What will make them happy? What is it, deep down in their spirit that will fill them with joy? Great employers care about the answers to these questions. They take a sincere interest in their people. Most importantly, they care about helping their people achieve happiness. I have personally witnessed great retail managers who have rearranged rosters to allow for study or family needs. I have seen a manager help with personal budgeting and another handling a landlord dispute for one her team. I have seen managers who are confidants and managers who are great mentors. These caring managers deserve the trust of their teams.

As a result of earning their people’s trust, their teams consistently outperformed. Absenteeism and tardiness became negligible. Employees willingly arrived early, left late, enthusiastically did their very best every single day.

I have also witnessed a manager who didn’t know whether one of his team, who had been with him for over two years, was married. I have seen some managers who only ever left their office to publicly criticize or condemn. Managers who insisted that everyone play by the rules which they themselves ignored. Managers who only ever talked shop. Managers who thought the worst of their staff and got what they expected. Managers who only ever thought about themselves.

If you want your employees to care more about what makes you happy, begin to care far more about what makes them happy. Be sincere. Sometimes, earning trust that was never there or lost, takes a long time. Be patient and be persistent. Tell them that you want to get to know them better. Actively listen to them. Ask them to share with you what makes them happy. Think about and then share with your team how working in your business will help them.

In the final analysis, please understand that your happiness is interdependent with your team’s happiness. If you do not care about their happiness, why should they care about yours?

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

leon 2Empowering retail owners to apply the most effective principles ever discovered and 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 success 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.

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 on: www.retailfundamentals.com.au

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

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“The petty man is eager to make boasts, yet desires that others should believe in him. He enthusiastically engages in deception, yet wants others to have  affection for him. He conducts himself like an animal, yet wants others to think  well of him.” Xun Zi,- Chinese philosopher

FROM THE AUSTRALIAN  COMPETITION AND CONSUMER COMMISSION (ACCC):

Price comparisons that contrast a higher previous price to a lower current or sale price will breach the Australian Consumer Law (ACL) if any represented savings are not real.

 Businesses often make comparisons between product prices being charged or promoted as part of a sale and:

  • the company’s own previous pricing (including by ‘was/now’ or ‘strike-through’ pricing or by specifying a particular dollar amount or percentage saving)
  • the ‘cost’ or wholesale price
  • a competitor’s price
  • the recommended retail price (RRP).

 Statements such as ‘Was $150/Now $100’ or ‘$150 Now $100’ are likely to be misleading if the specified, ‘Was’ or ‘strike-through’ prices are inflated beyond what those goods would have been purchased for during a reasonable period immediately before the commencement of the sale.

How long this reasonable period is may depend on factors such as:

  • the type of product or market involved and
  • the usual frequency of price changes.

 Similar considerations apply to the specification of dollar amount or percentage savings.

 Misleading comparisons

 Comparisons between ‘cost’ and ‘sale’ prices can be misleading if the specified ‘cost’ price is greater than what the business paid for the goods. Consumers may be more likely to purchase goods if the gap between the wholesale and retail price is perceived to be smaller than what it actually is.

 Conduct may also be misleading where, for example, price comparisons are made with a competitor’s price for identical goods, but the stated price is taken from a different market or geographical location.

 Advertisements or promotions of ‘savings’ or ‘discounts’ in comparison to the RRP of goods and services may convey to potential customers they are getting a good deal because the prices are less than the RRP. If the product has never been previously sold at the RRP, or the RRP does not reflect a current market price, then advertisements using this form of comparison may, depending on the circumstances, misrepresent the amount of savings.      

 Tips for displaying two-price advertising      

 It is good business practice and fair trading risk management to keep records substantiating any two-price claim.

 It is also important to remember that a ‘sale’ or ‘discounted’ price should only be available for a limited period. This is because if a reasonable amount of time has elapsed and an item is still ‘on sale’, the discounted price effectively becomes the new selling price, so it may be misleading or deceptive to continue to call it a ‘discount’ or ‘sale’ price.       

 

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 programs, 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

 

“IT’S THE LITTLE DETAILS THAT ARE VITAL. Little things make big things  happen.”  John Wooden

BEING CONSISTENTLY GOOD AT THE little things is crucial to your success. The key is to make sure that everyone in your business is trained correctly and regularly so that when each situation arises, they routinely and instinctively know the right thing to do and can execute it brilliantly.

It never ceases to surprise me how little training actually takes place throughout the retail industry. This is totally unforgivable!  How can a retail manager or a retail owner expect their staff to perform like superstars on a daily basis when training is only provided occasionally? How can consistency, perfect execution and instinct be developed when a specific training topic is covered only once? That would be like Michael Malthouse randomly picking a person out from an MCG crowd, who has never played football, giving them a single lesson in kicking the ball and at the end of that lesson expecting them to kick like Chris Judd!

You must always engage in two types of training. There are no shortcuts! The first is formal, for all staff, regularly and permanently scheduled, such as once a week.  If this isn’t already happening in your business, you owe it to yourself to make regularly scheduled training your number one item of your action plan.  The second type is on the job training. This is where your staff are observed putting their training into practice and where positive reinforcement as well as corrections are made. Even the most sophisticated marketing strategy will come to nothing as long as your people who have the responsibility of executing your strategy do not have all of the necessary skills. Training is not optional; it is vital.

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

“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

“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

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