Kit- you had me at the title alone! I was born into retail our fam biz in Boston and just last week my parents and I chatting about the state of retail (and returns) and they were just shaking their heads .. Dad says- you want to know what people want? -just ask “regular” people!!
I was also born into a family retail biz, Renee. The customer was ALWAYS the first and top priority. And that service-centric ideology is what made and kept us successful. You can buy "stuff" anywhere. Service is the game changer. Your people are the game changer. My Dad would always tell the sales and delivery team, "the customers are buying YOU as much as anything else." And to Kit's point, adapting to customer's different personalities and needs and building those connections had purpose and meaning for not only our customers, but us as retailers. I've loved my retail jobs. They made me who I am. They taught me about people, hustle, and relationship building with basically anyone.
Absolutely nailed the heart of the business and why it is tremendously important and why it is being drained away! People centered is the way to go to be different than online and retail could just advertise that and see profits. Come on!!!
I always love watching a great retailer work with the public especially if I am the customer. Now, decent service is a novelty and great service a miracle! Thank you for your insights.
Kit- you had me at the title alone! I was born into retail our fam biz in Boston and just last week my parents and I chatting about the state of retail (and returns) and they were just shaking their heads .. Dad says- you want to know what people want? -just ask “regular” people!!
Yep, just talk to regular people all day. You'll learn a lot.
I was also born into a family retail biz, Renee. The customer was ALWAYS the first and top priority. And that service-centric ideology is what made and kept us successful. You can buy "stuff" anywhere. Service is the game changer. Your people are the game changer. My Dad would always tell the sales and delivery team, "the customers are buying YOU as much as anything else." And to Kit's point, adapting to customer's different personalities and needs and building those connections had purpose and meaning for not only our customers, but us as retailers. I've loved my retail jobs. They made me who I am. They taught me about people, hustle, and relationship building with basically anyone.
Absolutely nailed the heart of the business and why it is tremendously important and why it is being drained away! People centered is the way to go to be different than online and retail could just advertise that and see profits. Come on!!!
I always love watching a great retailer work with the public especially if I am the customer. Now, decent service is a novelty and great service a miracle! Thank you for your insights.