Yesterday I had a gap in my schedule so I went for a wander through Castletown Shopping Centre in Townsville. I enjoy doing this – and often get insights as to what is “working”, where the people are shopping/not shopping, seeing what is ‘hot’ at local level.
Sometimes there are lessons based on what shops have ‘gorn’ from a high rent precinct.
While it is true that being located in a high traffic place like Castletown does mean higher rents – it is also true that if retailers don’t create systems in their team to “harvest” the traffic – they are doomed or are simply leaving money on the table.
So – as I wandered around looking at trends – I remembered that I needed a new belt. (Because our new puppy ‘Albert’ had a wonderful time chewing my favourite one. ) I wander into a menswear shop – past the ‘salesman’ who did not look up from whatever ‘admin?’ he was doing at the “sales” counter.
Oh well – I head over to a rack of belts and start looking through them. After a minute or so I note they are ‘budget’ looking and move to the next rack. They all appear to be too long for me. I look hopefully over to the “salesman” who refuses to look up. Oh well. I don’t really need a new belt now, not really. And I walk out past the “salesman” who still has not in any way communicated with – apart from the feeling of disinterest.
Chances are that with even a little service I would have spent about $200, right then. I may even have come back again if I were invited. I would have freely given my name and details so that they could contact me with ‘special offers’, and I would have accepted a ‘frequent purchaser’ card. But no – I missed out on some great service.
Even the awful “Kin I help you?” script would have produced some revenue for this business from me. Now I will do my shopping elsewhere.
What are your retail sales team doing to your ‘potential’ customers? I only hope that the “salesman” in this case was not the owner.
Townsville based James Hooper: The term "rainmaker" is becoming regularly used in business context as someone whose role is to 'make rain' or 'create growth' in your business. In some senses the term 'business coach' is limiting as it is primarily about optimizing the effectiveness of the owner/operator. Sometimes the leverage is in the business systems rather than in the operator - and focus on that produces the preferred outcomes. Business is a game, a puzzle, a tool to get you what you want in life. Call me for a second opinion (other than yours) on how to make your business give you what you want it to.