Category: Culture

Winning Out Over Uncertainty

9/27/2021

Just when it seems we can get to the "New Normal" or the "Next Normal," another disruption comes along.

"There still is so much uncertainty" is the lament, often accompanied by a sigh of weariness. Or resignation. Trying to plan for the Holiday season, or looking ahead to 2022, can seem especially daunting right now.

Occasionally, all of our businesses need to hit "pause." This is one of those times.

Recognize that thanks to the pandemics, most everything about running your business has changed. Your merchandise mix; your customers; your staff; your competitors; your suppliers; your landlord; your technology; etcetera. Everything!

Time for Retailers to Share More

8/30/2021

We hear it over and over. "Good business citizenship" matters to shoppers. Might Labor Day weekend be a good time to start getting the word out about your citizenship contributions?

Customers vote with their feet, their wallets, and their hearts, and increasingly choose those retailers who "do the right thing", whether it's how they source product, hire and pay employees, reduce environmental impacts, etc.

There are things that independent retailers do day in and day out, without perhaps even realizing how special they are!

Most retailers we know are "aw shucks" type people. It's charming, but, especially in today's world, your leadership can be a competitive edge! So, why keep it a secret?

Shoppers Keep Technology in Its Place

8/23/2021

Throughout the pandemics, many independent retailers successfully shed their "technology laggards" label, as they pivoted to embrace an array of digital tools.

Yet going forward, it is well to keep in mind what really matters to the customers. And it may not be more technology.

A recent survey* of more than 2,000 customers provides some interesting insights as to who shops where, why, when and how. It especially highlighted the differences between "large stores" and "smaller stores" (or as we view them, "specialty stores.")

“The data revealed that 75 percent of consumers shopping at a larger store knew what they wanted before crossing the premises."
Those who shop in larger retailers say 'We just want to get in and get out.'”

Hmm. This suggests to us that shoppers essentially are treating large stores the same way they treat the internet:

BNPL: Who Else Pays Later? You?

8/9/2021

You likely are aware of buy-now, pay-later (BNPL) programs, from Afterpay, Affirm, and Klarna, among others. It gained a foothold in online retail – "the hottest trend in e-commerce"– and has been especially popular in the UK and Australia. Now it's availability to many more retailers may be acceleratedwith the proposed acquisition by Square of Afterpay. It is a trend we all need to watch carefully.

Here's the deal. Once again, the retailer is the pickle in the middle. The benefits of increasing sales (and average transaction value) which are very attractive, must be weighed against the potential increases in hassle factors, particularly for your most valuable asset: your front line staff.

Owners: Has Your Renaissance Begun?

6/21/2021

As Co-Founders of The Retail OWNERS Institute, we long have specialized in alerting, coaxing, and applauding retail owners worldwide.

Today's message is a major heads-up.

Keeping pace with the relentless changes in retailing has never been easy. Retailers know that constant adjustments are demanded.

Then, the three pandemics of 2020 happened: COVID; the economic meltdown; the social unrest. And life changed modestly or enormously for almost everyone, including owners of retail businesses.

Where Are 2021's Good Employees?

6/1/2021

Another real challenge of 2021 is rearing its head: Whatever you used to do in terms of managing your staff likely will not work this year.

Not only are the owners exhausted from dealing with 2020, but so too are your employees.
What took the greatest toll? All the uncertainty for everybody.
Plus, many folks are revisiting their priorities: what is it really worth to them to work in retail? Especially given other choices they have become aware of.

In the aftermath of the pandemics, lockdowns, stimulus payments, low unemployment, and minimum wage increases, finding and keeping good employees is even more daunting for independent retailers.

"Who knew there was so much to know about retailing?"

5/17/2021

A few years ago we were on a PBS news show about retailing's ups and downs. Several months later, one of us ran into a teacher of one of our kids. That person excitedly mentioned having seen us on TV, saying "I didn't know you knew so much about retailing." (Yep, known just as someone's parent, right?)

But then this very well-educated person said the key thing: "I never knew there was so much to be known about retailing!"

Well, that incident happened a few years ago when retailing was perhaps more understandable, even more predictable. Alas, those days are history! Today, nothing in retailing is quite as understandable or as predictable as before. Or as manageable!

If you feel more confused about what to do, what decisions make sense, look. You've got lots of company! Retailing is entering uncharted waters.

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