I have been watching the downfall of many great fast food and retail companies because they forgot to mention the only thing that matters in business to the employees (all of the employees). Even internet companies are starting to tick me off with their lack of laser focus on this one thing that will mean the end of the business. How is this possible??
Many of my reads have been in business for a long time and have been very, very successful. So, it hurts me to watch them drop the ball on training, reminding, and making SPEED OF SERVICE the number one thing everyone is talking about. When you think of what customers want in an experience, speed of service is one of the top two or three items on the list.
Must you have great products? Yes.
Is a clean, inviting environment to sell in required? Yes.
So, why don’t you also have fast, pleasant service? Customers don’t want to spend all day in your store. Even Starbucks gets the fact that customers may lounge in the chairs but when a customer asks for coffee, they move fast. Customers want what they want and want to leave once they get it. (My English teacher would kill me for that last sentence…oh well, I’m moving to fast to care)
Make the first thing you talk about every day speed of service. Even if you are the only employee. Speed of service can handle a lot of problems.
Speaking of problems, let’s talk about planning. Being prepared for the day’s sales is one thing. Being prepared for the bad things that happen every day is another. If you aren’t talking with managers on how to remove problems, then you are the problem. Start with a list of what has gone wrong this year at the store level. Make it a good long list. Write everything that didn’t help sell another widget or whatever it is you sell. Now, start planning on how to remove the problems. Speed bump removal is an art form.
I bet you fired a dynamic staff that can tell you how they removed problems from the sales floor nicely and with customers still smiling. Ask them what worked. You will be surprised at the answers. Remember to listen, not judge. Many of the answers will be wrong but in the heat of the moment, and without you giving them directions, they did what they needed to keep the sales moving.
I will write another article on how to remove SOS Bumps. Right now, I need to get working!
Enjoy your day and drop me a line on what is working to keep thing moving for you.