Retail Excellence

On a fall shopping trip, I went to try some shirts on. As I hung them, one fell off its hanger. When I lifted it off the floor, large dustballs graced the shirts. YUK! I thought that a reason for hard flooring is because they're easy to clean. I began to wonder - does the store feel that customers who shop their popularly priced goods do not deserve the best? Is a little dust acceptable because the average price-point is $49.99 and not $99.99? In this case, would the higher price-point stores then have spotless dressing rooms? Off I went to an up-market shop. As I pulled a shirt overtop of my head trying a $98 shirt on, the sleeves flicked the top of the partition wall and a shower of dust crowned my head. I got my answer.

Housekeeping does not only mean spotless floors. This includes dusting shelves, lights, accessories, shelves and ensuring that merchandise is presented at its best. Keep in mind that they are your silent sellers.

Cluttered walkways and cash desks are also most often ignored. Blocking access means your customers are unable to buy from that area. It also amazes me how some retailers assume that customers are visually challenged when it comes to the area behind their cash desks. Remember, the last impression a customer has of your store often occurs here. Ensure that they leave with a positive lasting impression.

For many of us, housekeeping is a chore. Most of the time, we take it for granted and when we're busy- as with the upcoming holiday season, it's the last thing on the list. Unfortunately, this is one of the first things a customer sees.

Left: The last impression customers have of this store is one of disorganized management.
Middle: Lack of maintenance and inventory fails to invite customers to shop this unit.
Right: Blocking the main entrance discourages customers from entering the store.

Left: A clean organized cash desk at Gifts of the Raven YVR gives customers/passengers a positive lasting impression of the store and of Canada.
Middle: A well-maintained display makes shopping fun and easy at this Metrotown Toys R Us.
Right: Clear unobstructed pathways at this Eaton Centre Grand & Toy make it easy for customers to fully penetrate the store.