“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

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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

SPREAD LOVE EVERYWHERE YOU GO: First of all in your own house… let no one ever come to you without leaving better and happier. …….” – Mother Teresa

To keep customers returning, we need to help them remain loyal to our stores. Little things, done well and consistently, by every member of your staff will make a big contribution to the success to your retail business. Below are just a few examples of what you can do. I am confident that together with your staff, you can come up with many more ideas.

  • Offer  free cold drinks on a hot day
  • Carry your customers’ parcels to their car
  • Walk your customer to the right department. Never point!
  • Offer a seat to an elderly or tired customer
  • Personally deliver a purchase
  • Free up parents to shop by entertaining their children
  • Play your customers’ favourite music
  • Have entertainment at busy times for waiting customers
  • Take time to ask about your customer’s day – really listen!
  • Offer free recipe and other ‘how to’  ideas
  • Sincerely thank every person for visiting and say you hope to see them soon.

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

creativity“THERE’S A BETTER WAY TO do it—find it.” — Thomas Edison

The fastest way store managers can come up with new and better ways to do virtually anything, is to to tap into the brainpower of the people working for them.

This simple technique is nevertheless one of the most overlooked – and it’s costing businesses thousands of dollars in lost profit!

Many managers falsely believe that it is their responsibility to personally originate creative ideas. They also, wrongly believe that asking for help will somehow diminish their authority. Successful leadership however, is about cultivating and getting the very best out of your people.

You will discover a goldmine of new ideas when you start asking for input from your staff. The rate of flow of ideas will depend on the kind of leadership style you have demonstrated in the past. If your staff haven’t been included in this kind of activity, it will simply take a little longer.

When every physical and mental resource is focused, one’s power to solve a problem multiplies tremendously.” – Norman Vincent Peale

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

YOU NEED TO KNOW THE ANSWERS to the following questions:

  • How many potential customers have walked past your shop front this week?
  • How many walked in?
  • How many made a purchase from you?
  • How many will return?
  • How many will tell their friends and their family about their experience in your store?
  • How many will speak positively about their experience?
  • How many will enthusiastically refer others to your store?
  • If you can’t answer these questions and you are spending money on advertising, your advertising money is being wasted; here’s why.

If your potential customers are walking by, but are not coming into your store they are either:

  • not being attracted sufficiently to enter or,
  • they are possibly even being repulsed from entering

Either option is negative for your business. 

If you have a very low sales conversion rate, spending money on advertising will only result in:

  • More people coming in to your store who will not make a purchase
  • Your profit per sale going down because now you have to factor in the added expense of advertising.

If your customers aren’t returning after their initial purchase, you need to fix this problem; No retail business has a future from one-off sales.

If your customers aren’t speaking with positive enthusiasm to their friends and family about your store and their experience:

  • All your advertising dollars are doing is attracting more people to your store who will either have a neutral or negative experience.
  • On average, a dissatisfied customer will tell 9-10 others about their negative experience
  • Around 15% of dissatisfied customers will tell 20 other people about their negative experience.

Most of you have heard the saying “spend money to make money”. The key is to dig deeply to discover where to spend your money so that you can maximise your return.

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