We must never forget that we are retailers. Consumers have never demanded more from retailers than they do today. To win at retail today, you must deliver more, period.
Have you ever read something that just hit you like a ton of bricks because its truth and potential impact were immediately understood? When I run across material like this, I save it. When I refer to it later, I’m often amazed that the truth is more relevant now than when I first read it.
Modern Tire Dealer and Auto Service Professional won seven medals for editorial excellence at the 26th International Automotive Media Competition (IAMC).
Like I’ve said before, I read a lot. Every day I receive emails that offer interesting and fact-filled information gleaned from recent studies. There is no shortage of findings and opinions about the importance of giving improved attention to the customer experience.
As a kid growing up in Wilmington, Del., I played Little League Baseball. My neighbor, Nat Shockley, the barber, sponsored my team, the Delpark Colts.
The sales counter just moved. Well, it didn’t “just-move,” it’s been moving. In my early days of selling tires at retail, it all happened in a small area at the store known as the sales floor.
We’ve all heard it said, “Bigger is better,” or, “Faster is better.” But really, only better is better.
Almost nothing I can think of could have more influence in our industry than a sales person at a sales counter who understands the power of influence.
You can buy advertising, but you can’t buy trust. I’m an outgoing person. I like to engage people in a wide variety of ways, mostly individually or in smaller groups because I like understanding what people are really saying. I take responsibility seriously. I often feel the weight and responsibility that is inherent in certain situations.
Nearly 70,000 buyers from more than 100 countries traveled to Las Vegas to see if their suppliers or potential trading partners had new tires and other products that would astound and amaze them, like the neon lights on the Strip. And they weren’t disappointed.
Full definition of retailing: The activities involved in the selling of goods to ultimate consumers for personal or household consumption.
We all have customers who are friends, probably many; however, we can’t trade on relationships alone, we must be better than that. If the customer standing in your store is a friend, don’t be offended if he or she has used their smartphone to do a little pre-shopping before they stopped in.
When I was young and running a group of retail stores, I had a mentor who used to tell me, “There are only two problems you can have in a tire store. “One, you don’t have enough cars, or two, you’re not working the cars you have.”