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Archive for June, 2009

To Find Good Retail Locations: Check the Trash

22_suburbia1“Is now a good time to open a retail business?” I get questions like this a lot. If you have the money, the intelligence and desire to make it work -yes. Much like deciding to have a child or get married, it is your conviction that makes the difference.

If you want to open a retail business because you, “think it will be fun,” “want something to do,” or feel a need for “a change,” don’t do it. It would be like going into a bar at closing time, finding the worst possible person for you and then marrying them. If you think a divorce could be messy, wait until you see what happens to get out of a five or ten-year lease!

Part of your retail success will come in choosing a location; you don’t want to be 100 yards from success. Rent could be cheaper around the corner, on the backside of the development or in an older center but there’s a reason rent is cheaper – less traffic and visibility.  You’ll have to advertise more to get people to just find you so there rarely is any savings.

When I was helping select locations for a franchise, new franchisees would pitch me why a development was so good, “… and it’s surrounded by million dollar homes.”  After awhile, I began to question just how many “million dollar homes” an area could afford.

Now we know – few. In fact many of those homes are still vacant or being rented. Here’s a tip for you looking at locations with leasing agents who might be selling you on a bill of goods about an area: check the trash.

WasteManagementRecycling

With so many abandoned homes in major markets like California, Florida and the like, you want to know how many customers you could actually count on in your two-mile trade area.

Here’s how: Find out the trash collection days and times for your intended area.  Go and observe how many have put their trash out prior and you’ll have a good indication of how dynamic your neighborhood really is.

Is now a good time to open a retail business? It can be if you use tricks like these to make sure you aren’t sold a bill of goods.

Gen-Y Management and Retail Displays

IMG_0376 butterfly displayI was in a store doing a display several years ago with a manager. We were creating a simple four-tier display using blue and yellow as the primary colors.  (A great example of how to display correctly is at left from ZOZOs in the Minneapolis airport concourse.)

I explained why height captures our interest, the power of a couple colors, the need to make it a logical display and one item that is different. The manager “got it” and created a couple too.

The next day I came in and everything had been taken apart and reassembled. There were the four cherry tumblers next to a plaque about cats. The solid blue mugs had all been combined with all the blue mugs from navy to periwinkle to baby blue.  The risers were gone and everything was on one level. Four hours of work wasted.

The manager was gone and I asked the assistant what happened. “Oh we moved things around, we always like to change it.”
“Yes,” I said, “I can see that.  Did she tell you why we did it that way?”
“Yes but I liked my way better.”

I was boiling as I’m sure you would too if you had spent time to create a window, a display, a marketing piece and it had been trashed.  It led me to thinking about how Gen-Y is different.  ”I have an a opinion and it is valid,” seems to be a recurrent theme.  Participation, equality, I get it.  But doesn’t that have to be based on something?

nasaMy friend Melodie recently sent me a very interesting link prepared by interns at NASA.  It is a pdf of a PowerPoint presentation they presented to NASA about what NASA needs to do to get Gen-Y interested in the space program.

It is a great window into how Gen-Y, those born since roughly 1976 think and shows how they approach things very differently from us boomers.  You can view it here.

The challenge for managers and store owners will be how to not stomp on their creativity and interest that they approach the world with. As to the assistant manager I realized it would have been better to teach all the employees the 10 Steps to Merchandising, rather than just one.

Gen-Y brings a lot to the table if we train them first.  If they don’t get trained they’ll do their own thing which can result in a display that doesn’t sell.

Best-selling author and speaker Bob Phibbs has helped thousands of businesses compete by using his sales approach and not discounting.  His Book, You Can Compete: Double Sales Without Discounting is the backbone of scores of businesses’ training programs because it teaches his methods for making a business successful. Download more free tips at his website. Become a fan of the Retail Doc on Facebook at http://tinyurl.com/thedoc/

Barbie Teaches Downtowns and Retailers How To Promote

barbie1This past weekend in Long Beach a group of merchants got together with a fun promotion involving Barbie.  They hosted an event that was unique, each business did something to tie-into the gimmick: Barbie.  (You can see all the ways each business contributed on the back of the postcard below.)

So many times business, particularly downtown areas know they want to do “something” but do the tired, the tried, the boring.  You can hear the customers as they open the paper, or grab the mailer or click the link, “Yippee – another junk sale where everyone puts their last year’s castoffs on racks, drags them out to the front of their beautiful stores and cheap people paw through them looking for “bargains.’ Pass.”

The thing I hate about retailers doing that is that you are not attracting potential profitable customers, you are attracting the dirt scratchers.  This is one step up from the “everything 20% off with coupon” or BOGOs (buy one get one free) being sold to businesses large and small as the way to market your business and drive sales.

Barbie3

The Barbie promotion stood out to me because it was so different, so visually eye-catching and so fun.  Plus they involved EVERYONE on the street, not just retailers but even the architects.

Let’s be honest, don’t you wonder what “Barbie inspired drinks” would include?  They did a great job promoting on their Facebook pages, direct mail and Twitter. The local paper also picked up the story.

Back in the 50′s, Ruth Handler watched her daughter Barbara at play with paper dolls, and noticed that she often enjoyed giving them adult roles. At the time, most children’s toy dolls were representations of babies. Realizing that there could be a gap in the market, Handler suggested the idea of an adult-bodied doll to her husband Elliot, a co-founder of the Mattel toy company. He was enthusiastic about the idea, as were Mattel’s directors. They saw the opportunity to standout from all the others and an empire was born.

You want to stand out in a crowded market place? You want your downtown to be memorable instead of morose? You want to gain fans and profitable customers? Put your heads together to do something other than another junk sale and you’ll find you’ll make memories and sales.

Small Business: Clerking Low Hanging Fruit Is Not Selling

Times are tough. Hard to find good help. Got it.

But wouldn’t you think, if you weren’t making money you’d change your ways?

I’m talking about sales and how your crew is or isn’t doing it. Here’s how what I call, “Low Hanging Fruit” clerking goes:low hanging fruit
Customer walks in. Employee yells across the counter, “How are you today? Looking for anything special?”
Customer looks around, after awhile asks employee, “Does this come in green?”
“It does right over here.”
“I’ll take it.”

That is not selling.

That would be about as much like selling as a guy walking into a Ford dealership, “Yeah, I’m looking for the Mustang GT 5-speed in grey with black seats.” “Right over here.”

That is clerking. It is what settles for “customer service” – I hate those words. A real sale would be if the guy came in for a Focus and drove off in the Mustang because the salesperson found things in common and the customer opened up to him that he always wanted one since he was 16 in Toledo, Ohio and first saw it on the Ed Sullivan Show.

True selling is the whole tree, not just picking what you can reach without effort. When a customer thinks they can’t afford it, when the wife says “you better think about it,” when the customer selects a product that won’t do what they want – that is when selling makes the difference. It’s not pushy, it’s not cheap, it’s the stuff of American business success.

red bib shirtWhen I was selling western wear in college at a store in the Santa Monica Place mall, I had a guy who came in to the store and immediately told me he needed a red shirt for a party. “Why red?” I asked. “My girlfriend told me to.” I showed him how red really wasn’t a good color for his skin, shared the mistake I’d made getting one once and found a good blue shirt he would wear more than once to a party.  He also got a pair of boots and jeans – about $300 worth.

He returned to me after he received a handwritten note from me thanking him for his purchase. “You know, most people would have just gotten me the shirt and been done with it.  But you took the time to educate me.  Everybody said I looked so great, I should get more so I’m changing my wardrobe.”  With that he purchased thousands of dollars.

Low-hanging fruit would have been to clerk a $30 shirt.

reach top of treeYou want to compete in a global marketplace? Standout from a world that is overbuilt with power centers? Take money out of the business instead of put it in every month? Reach higher.  Hire salespeople. Encourage them to reach higher with every sale.

As any gardener can tell you, the ripest fruit hangs at the top, not near the bottom.

Learn how to sell your merch with Sales RX: Five Parts To A Successful Sale

Shuttered Chrysler Dealers' Lesson For Small Business

chryslerThe Chrysler bankruptcy passed with thousands of dealers closing their doors forever as of Tuesday night.  An interesting sidebar to the story was how some Chysler dealers sued to avoid being terminated. Chrysler had said in court documents, “Dealerships located in the markets at issue lack the operational, market, facility and [brand] characteristics necessary to best contribute to the ongoing dealer network under current or future ownership.”

Instead of addressing the fact they were not apparently very profitable businesses and prioritizing what they needed to do to survive, they chose to waste a month of time suing to stay with a company about to close all of its plants for a minimum of three months.  Be careful what you wish for.  What if they had remained open with sagging demand and old products?

A few years ago a southern California deli called me in for a consultation. Sales were slipping, they’d invested thousands in a renovation and the owners were worried. After we got a cup of coffee and sat down in one of the booths the owner took a sip and started to speak. I figured he would be asking where to look first or a spreadsheet would be bought out to show details of the sales collapse. He began, “We’ve contacted our attorney with a cease and desist order for a similar concept stealing our ‘look.’” I couldn’t believe my ears.

The owner went on at length to say how they were stealing his logo and concept and how he was prepared to fight them in court.  Meanwhile, I had to keep bringing him back to reality – he was losing money with this concept he wanted to protect so badly.

Like some wronged hero in an action movie, sometimes small business owners or managers get so personally vested at being wronged that they lose sight of their priorities. Many times that is because it is easier to get worked up about someone else than taking responsiblity to change.

The lesson? Keep your eyes on the big picture, don’t get caught up in the vendettas with vendors or competitors.