Home > Retailing > Retail Punchtantra- Chapter 5

Retail Punchtantra- Chapter 5

That week, Bada Babu spent most of his time to find out ways to make his store a heaven. He read customer feedbacks, took opinion from customers and visited other stores. He realized manpower as the major factor. His attrition was too high. Inexperienced and untrained staff made his and his customers’ life miserable. So, he realized the necessity to retain his people to make his store heaven. He wrote that in his notebook to discuss with Mathaji.

He was eagerly waiting for his next meeting with Mathaji and the day came. He reached at Gyan Restaurant on time. Before his arrival Mathaji finished her UNO. Before asking anything about his last week’s assignment she started telling the next story.

During last phase of the business course a professor gave his students a simple quiz.

Students were very quick in finishing each question except the last one:

“What is the first name of the woman who cleans the school?”

Surely for students that was some kind of joke.

They had seen the cleaning woman several times.

She was tall, dark-haired and in her 50s, but how would they know her name?

Students gave back their answer sheet, leaving the last question blank.

Just before class ended, one student asked if the last question would count toward their academic grade.

“Absolutely not,” said the professor. “But, answers of this kind of questions will decide your success in career and life.”

“In your careers, you will meet many people. All are significant. They deserve your attention and care, even if all you do is smile and say “hello.”

Students have never forgotten that lesson. They also learned her name.

In retail, you must understand the importance of everyone who works with you from your security to housekeeping staff. Everyone is important in delivering superior service to the customer. Your security guard is the first and last person who meets your customer. If he is rude and reluctant to help the customer to keep her luggage in her vehicle, all your efforts will fail.

Your truck driver’s nasty look will irritate the customer. Customer will not consider him as outsider. For customer, he is also your employee. So everyone involved with your store must be responsible for delivering excellent service.

You must build a team of customer service champions. To make a team, you must know them first. Care them, appreciate them, guide them and lead them to make your store heaven. When they feel they are cared, appreciated and valued they will stick with your purpose.

This is your second lesson.

“VALUE YOUR  TEAM MEMBERS.”

Seeing some doubts on his face Mathaji explained it, “By KNOWING THEM- know their strengths, weaknesses, problems and concerns, CARING THEM- whenever they need your support and guidance and APPRECIATING THEM- even for their small works you can value your team members.”

“Dear boy, let’s review last week’s assignment,” she told.

“To make my store heaven, I need to retain my staff and now I got the tips to retain them.” He was confident.

“Great, go and try it. I will wait for you.”

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Categories: Retailing Tags: ,
  1. winston
    September 29, 2012 at 9:59 pm

    Wow! In the end I got a blog from where I can truly get valuable data concerning my study and knowledge.

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