Retail Planning & Best Practices

Slip, Trip and Fall Hazards in Retail Stores

Posted onAuthorericw@specialtystoreservices.com

Retailers worry a lot about sales. But here’s something else they need to worry about or it could cost them millions:

Slip, trip and fall hazards in and around their stores!

Wal-Mart learned this lesson the hard way: A truck driver, who slipped and fell on ice and grease while making a delivery to the retail giant in northern Colorado, was awarded nearly $10 million. Holly Averyt had three spine surgeries, was unable to return to work and lost her truck. The grease she slipped on was from the store’s deli. It didn’t get trapped in a device designed to keep it from getting into the sewer. Despite Wal-Mart’s claim that no grease had been spilled there and an appeal of the first trial, the Colorado Supreme Court awarded Averyt $10 million.

Slips, trips and falls can happen anywhere. And according to the National Safety Council and the Bureau of Labor Statistics:

  • Over 1 million people in the U.S. experience a significant slip, trip or fall each year
  • Slips and falls are the third largest cause of workplace injuries
  • they are the single most common reason for visits to the ER
  • 70% of slips and falls occur on level ground, and
  • they cost the U.S. $36 billion each year.

 

Here’s what retailers can do to make sure their employees and customers are safe in and around their stores:
  • Have someone periodically inspect floors for hazards, such as spills, uneven or unsecure mats, cords lying around, ice by delivery areas, etc.

 

  • Clean all spills immediately and mark them with “wet area” warning signs or barricades
  • Spread grease-absorbent compounds on oily surfaces
  • Apply anti-slip coating to walkways and floors in high-traffic areas
  • Remove obstacles from walkways and keep them free of clutter
  • Secure all mats and rugs by tacking or taping them down, and
  • Never leave cords and cables across walkways.

 

Applying these safety measures will help keep customers and staff safe and steady on their feet.

 

 

By: Renee Cocchi, http://www.retailnewsalert.com.pbpmedia.net/is-your-store-safe-from-slip-and-falls/?pulb=1

Retail Sales – A Positive Attitude Yields Positive Results

Posted onAuthorericw@specialtystoreservices.com

So, the busy retail holiday shopping season is really, truly, officially here! Woo-hoo! All the hustle and bustle and money changing hands…it can be so fun and energizing. It can also be very draining. It is hard to be upbeat and cheerful when you’re really just feeling tired, annoyed, hungry because there’s no time for a break and then there’s that cold you’re afraid may be around the corner. So, what’s a busy, stressed out retailer to do? Simple! Fake it til you make it!

Just do it. That’s right. Smile when you’d rather roll your eyes. Say “Have a great day!” when you’d rather say “Don’t let the door hit you on the way out!” Smooth the ruffled feathers of an unreasonable customer; remember, they may be feeling as stressed and headachy as you are. I can tell you from personal experience that blasting people with a winning smile and forcing a cheerful attitude really does bring about a good mood! It’s hard to stay surly when you put effort into a smile. If you can talk yourself into a bad mood, you can talk yourself into a good one! I’ve done it many a time.

Take on the Grinch. I’ve worked the register at a popular toy store during the holiday season and, believe me, it is not for sissies. A lot of customers are worried about the money they’re spending, irritated with the long lines and they have somewhere else they need to be “right now“. Not everyone is feeling the holiday cheer so I make it a personal challenge to get people to smile and feel just a little bit better than they did before they interacted with me. Make cheerful small talk such as “Good for you, more items crossed off your shopping list!” Compliment them on their cute hat or pretty earrings. Thank them for their patience with the wait. It’s been over 10 years but I still remember one particular instance when I was feeling down while shopping and the friendliness of the sales clerk gave me a boost I really needed. A kind word and a smile can make a world of difference.

Smiles = Sales. Your positive attitude can bring about more retail sales. Really! Think about it. Someone walks into your store feeling grumpy, you turn their frown upside down and make their shopping experience more enjoyable. People are more likely to shop longer and purchase more if they feel comfortable and happy in their shopping environment…and people will remember your store as the one with the cheerful, helpful staff and will likely return on future shopping trips!
Feelin’ groovy. Optimism can help boost your immune system, especially when dealing with viral infections, as found in a 2007 study performed by the Department of Psychology at the University of Kentucky. So keep that internal (and external) dialog positive! Also, make sure you get enough rest and healthy foods to keep illness at bay.
Now, go give that winning smile to some frazzled customers! Please feel free to share your shopping experiences with me, from both sides of the counter.

Top 5 “must-haves” for Retail Online Shopping this Holiday Season

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Great article not only for online retailers but for all retailers by Fiona Swerdlow of Shop.org. Click for the link to “Shoppers Share Top “5 ‘must haves’ for Buying Online this Holiday Season”. Enjoy!

Some of the most insightful data we gather from the annual Shop.org eHoliday Study centers simply on what matters most to consumers.In partnership with BIGinsight, we asked consumers: “When choosing to make holiday purchases from a given online retailer, what is most important to you?” In an industry fueled by constant innovation – whether technical, marketing, merchandising, and beyond – the answers are a reminder that, no matter what those of us in online retail may dream up next, our customers will be looking for a number of key factors.

With a nod to last year’s rankings, here is this year’s fantastic five “what matters most to consumers” list:

1. Seeing the shopping cart total prior to check out: 4.5 of 5. Like last year, this function tops the list for consumers again. As Forrester Research has found, a leading cause of shopping cart abandonment is simply sticker shock when they see the final total including shipping costs. Bottom line: continually update the shopping cart total on relevant pages, thereby getting ahead of this issue even before the customer starts the formal check out process.

2. Product available to ship immediately: 4.5 of 5. Up from number 5 last year, consumers clearly want no surprises on the inventory front, either. Many retailers have bought (very) carefully into inventory in recent years after the 2008 holiday inventory glut – all well and good, but the burden is on the retailer to communicate clearly when inventory levels are minimal (see Boden USA’s effective use of color coding to indicate product availability in terms of in-stock, limited inventory, and out of stock, still one of my favorite examples). Putting a different spin on managing inventory stock issues, ModCloth actually keeps out of stock items on its site, allowing customers to sign up to be notified via email when the item is back in stock – which, in turn, becomes a remarketing tool that the customer is happy to receive.

3. Value for money / good deals: 4.4 of 5. Solidly in third place again this year, consumers continue to look for good value. As many have pointed out, this doesn’t just mean the price itself – it’s about conveying to the customer how the price relates to the qualities of the product such as quality, durability, fashion quotient, uniqueness, and the like.

4. Clear product descriptions: 4.4 of 5. A merchandising basic that always needs updating and fine tuning, this merchandising area now also benefits from the explosion of product video available to consumers. Executed well, product video can significantly enhance the clarity and depth of the product description – a fact not lost on close to half of retailers surveyed who invested significantly this year in product videos. Indeed, Golfsmith’s commitment to using video to explain technical details and ease of use features for products has resulted in increases for both conversion and SEO rankings.

5. Guaranteed on time delivery: 4.4 of 5. Again, imperative for holiday purchases in particular. Those coordination meetings you held last month with your operations staff and shipping vendors will go a long way towards ensuring a minimum of delivery snafus – and for those rare instances, you’ve got a flawless plan to make things right for the customer. Of course, customers can help themselves on this front via clear, visible shipping deadlines calendars (number 10 on their list of customer priorities, by the way). Another perennial favorite of mine, Nordstrom’s holiday shipping calendar, lays out shipping deadlines by each of the three most popular winter holidays (Christmas, Chanukah, and Kwanzaa) – I just wish it were already accessible from the home page even now.

What else are consumers looking for when choosing to do business with one merchant versus another? Broad product selection (4.3); merchant reputation (4.2); free return shipping offer or policy (4.2); the ability to see product reviews from other customers (4.1); and – in tenth place, mind you – promotions (4.1). Clearly consumers don’t simply buy based on free shipping – yes, it’s important, but their decision to buy from you – or your competitor – is often likely much more multi-faceted.

Retail Fitting Rooms

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On a scale of 1 to 10, how important of a role do you think the fitting room plays in a customer’s decision to purchase? 2? 3? Well, think again.

“It’s not visible, so I don’t know how many retailers realize that’s where the sale’s made,” says Robin Kramer, founder of New York based Kramer Design Group. “The best-spent money for a retailer is in the fitting room.” Many decisions about purchasing are made in the dressing room so you need to make that room as accommodating, functional and comfortable as possible. So, let’s think about what you can do to make sure that your fitting room really speaks to your customers and that the words it’s speaking are “Yes, buy that! It looks great!”

Size up your space. Customers are more likely to have a good experience when the fitting rooms are an adequate size and they don’t feel cramped. If your clients travel in groups, say moms with kids, you want to make sure that the room is big enough to accommodate a stroller and has the space for mom to bring the kids in with her. Larger fitting rooms with ample space outside the rooms for the peanut gallery or entourage create a relaxed and friendly atmosphere, encouraging people to stay a while to try on more clothing, thus stimulating sales. Make sure you have a seating area for those accompanying the shoppers; a comfortable, happy companion is less likely to badger the shopper into leaving quickly.

Hanging around. Hooks! Very Important! It is imperative that customers have enough hooks on which to hang everything they bring into the fitting room and also to separate the “yes”, “maybe” and “oh-my-gosh-no!” clothing. Utilize several wall mounted faceouts or J-hooks for plenty of hanging space.

Horizontal space. We’ve all been to dressing rooms that haven’t had a shelf on which to place a purse, sunglasses or pins from the clothing. Frustrating, right? Especially where there just aren’t enough hooks to spare for hanging the purse. A shelf in the fitting room is greatly appreciated, as is a small stool on which to lay clothing without hangers. I especially like to have a seat while trying on clothes to test the look and fit of the clothing while seated.

Lights and mirrors. Obtain even light distribution by having a light fixture over each fitting room rather than one big light for the entire area. “If you just have overhead lighting, it causes shadows,” says Kramer. “Have a mix of incandescent and fluorescent so you have a nice warm glow, not cold lighting.” Harsh lighting is unforgiving and makes me run for the hills so I am more likely to frequent a store with more complimentary lighting. Also important is the size of the mirror. The customers need to be able to see themselves from head to toe so mirrors that end at hip level aren’t helpful. Would you purchase an outfit if you couldn’t see how it looked from top to bottom?

Slatwall to the rescue. Slatwall is a great option for a fitting room. It’s available in several attractive colors to complement any décor including cherry, maple, black, white, grey and almond. Ready to paint slatwall can be painted any color you choose and gives the dressing room a distinct personality. Simply install a vertical 8’H x 4’W slatwall panel on one wall as an attractive and functional focal point then hang different slatwall accessories to accommodate the shoppers. Choose from faceouts and hangrails for clothing and acrylic shelves for customers’ purses. Acrylic sign holders for slatwall are also idea to inform your captive audience about sales, events and store policies.

Chime in. You can’t be everywhere at once so keep an ear on the fitting room even when you’re not near by. A motion activated door chime is ideal for letting you know when customers enter and exit the fitting rooms so you can walk over to be on hand and offer assistance. Also, shoplifters may be hesitant to steal if they know that you are aware of their whereabouts. Using a curtain instead of a panel door? Sew bells to top of the curtain for quick, do-it-yourself door chimes.

Keep it clean. No one wants to stand barefoot on a nasty carpet or dirty floor so make sure the floor in your dressing room is kept clean, clean, clean! I cannot wait to get out of a dirty dressing room so believe me when I say that a dirty dressing room can kill a sale. I remember in particular trying to see what an outfit looked like in a mirror full of little, smudgy handprints. I’ve not been back to that store. Icky.

Odds n Ends. The fitting room should be an extension of your store so it should have a similar color scheme and theme. Art work and attractive wall colors make the fitting room a more inviting and pleasant space, somewhere a customer feels comfortable and not in a mad rush to leave. Employ doors with space at the bottom so parents can keep an eye on children when they are in the fitting room alone. If your store can’t spare the space for a spacious fitting room, don’t fret. Just make sure that the fitting room you do have is very clean, in good repair and has plenty of hooks and a full length mirror.

When all is said and done, is your fitting room a space in which you’d want to spend time? If not, what can you do to make your fitting room a perfect 10? I’d love to hear your ideas!

Holiday Retail Shoplifting

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‘Tis the season…for shoplifting. That’s right; just like holiday shoppers, shoplifters have already started emerging to get a jump on the holiday season.

National Retail Federation spokesman Joseph LaRocca confirmed that prime shoplifting season is starting. “Everyone’s getting ready for the holidays earlier this year,” he said. “We see an increase in thefts in October and November because, like stores, shoplifting professionals are stocking their shelves, too. They are getting ready for the holidays so they can supply flea markets, pawn shops and online outlets.”

According to Lt. William Kushina of the Cherry Hill, NJ Police Department, the department is seeing a more organized effort at making off with big-ticket items. “It’s not just kids. When someone is stealing 10 pairs of jeans, that is organized retail theft,” Kushina said. “The economy has a lot to do with it, but we do see an uptick before the holidays.”

Shoplifters seek safety in numbers. Now that more people are out shopping it is harder for sales staff to keep an eye on everyone at all times, giving an opening to thieves. Sales staff does not have the time to stick like glue to everyone that comes through the door but following are some things to look for that may indicated that your “customer” may not be on the up-and-up.

    • Large open bags. When a shoplifter is examining merchandise, the bag is placed open on the floor and merchandise dropped into it. Also keep an eye out for dirty, wrinkle paper shopping bags; this can be a tool of the trade that they carry with them and not a bag that came with a purchase that day. This shoplifting technique can be combated by stapling bags shut at the entrance or checking them in behind the counter to prevent anything from “accidentally” falling into them.

 

  • Women with large purses or people with baby strollers. There is nothing you can do to prevent people from using purses or strollers but be sure to pay attention to these customers. Items can be dropped into a purse while allegedly digging around for lipstick or can be quickly hidden under baby blankets.

 

 

  • Customers walking with short awkward steps. This may be an indicator that items have been shoved into clothing and the shoplifter is trying to keep them in place. This is especially true with skirt-wearing female thieves who will put merchandise up their skirts and clench it between their thighs.

 

 

  • Newspaper. Small items can be slipped into a folded up newspaper so pay special attention to those strolling around the store with a newspaper under their arm.
  • Shoppers with large coats who keeps their hands in their pockets. Some shoplifters will cut a hole in the lining of their coat so, while examining an item with their free hand, they can reach out and grab merchandise through the hole with the other hand.
  • Be aware of those shopping in pairs or groups. Sometimes one shoplifter will distract the sales clerk with a question while the other grabs the merchandise.

 

 

  • Return shoppers who don’t shop. People who keep returning to the store without purchasing may be scoping out the store and checking the level of attention paid to them. If they keep coming back without purchasing, they may be walking out with unpaid merchandise.

 

Now that you know some things to look for, how about an ounce or two of prevention? While shoplifting can be curtailed by employing security cameras (or simulated cameras), security tags with alarms and by monitoring fitting rooms, nothing beats attentive customer service. Greet all shoppers with eye contact and a warm welcome so that everyone knows that they are on your radar. Also….

  • Alternate the direction of hangers. Some thieves are fans of the “grab and run” technique but if they try to do that when the hanger directions are alternated, the hangers will lock up and won’t come off the rail.
  • Check employee bags when they leave. We’d all love to think we can trust those we employ but the reality is that employee theft is a big problem. If employees know that their bags will be checked they will be less likely to chance stealing.
  • Watch the “no sales”. Employees will occasionally need to do a “no sale” but if the numbers are high for particular employees then you may want to look into why that is. The average is 4 “no sales” per day so keep an eye on higher instances.

I know you want to keep shoplifting down to a minimum but please do be safe. Never try to physically stop a shoplifter; call security instead. Also, do not outright accuse someone of shoplifting. If you feel certain that someone has taken merchandise, give them the opportunity to purchase the items they “forgot” to pay for. If they refuse or become aggressive, let security handle the situation.

Active and Able Adds New Talking Watches to their Extensive Selection of Assisted Living Aids

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Active and Able, a subsidiary of Specialty Store Services, carries innovative assisted living aids designed to help people live more independently. The new talking watches recently added to the Active and Able website are a great holiday gift idea for those with limited vision. Click on the following link to find out more about these attractive and functional watches!

Active and Able Adds New Talking Watches to their Extensive Selection of Assisted Living Aids

http://www.activeandable.com/

Holiday Retail Sale Ideas and Tips

Posted onAuthorericw@specialtystoreservices.com

The crazy holiday shopping season is pretty much here! Hooray! This is when many retailers make up for a slow year and, if you’re one of those retailers, then read on for some tips to maximize your profits.

“This is the time of the year when great service counts,” states John Tschohl, president of Minneapolis-based Service Quality Institute. “Competition is everywhere so you have to do the job better and better. Amazon increased sales 40% last year and will do the same this year. You are a click away from your competition.” That being said, how can you set yourself apart from your competitors? How can you generate just a little more profit on each sale?

Wrap it up. Save your customers time by wrapping some of your best-selling items for instant ready-to-give gifts. Keep some unwrapped samples on the display so that customers can examine the merchandise. Make sure you color code the wrapping paper so everyone knows what’s inside. For example, lotion set in red gift wrap, cupcake cookbook in green gift wrap, picture frame in blue gift wrap, etc. Don’t forget to stick a name tag on the pre-wrapped gifts so your customers can label them before they forget what’s inside.

Stuff those stockings. Offer stocking stuffers right next to your register to stimulate impulse sales. We all need little last-minute gifts so offer some small items at checkout to capture the customers’ attention and jog their memory of “Oh yeah, I need a little something for so-and-so at work/school/church, etc. and this would be perfect.” There are many attractive and functional impulse displays that can help you generate impulse sales all year round, not just during the holidays.

Send holiday cheer. Send a holiday card to your regular customers and offer them specials not available to the rest of the public. Invite your best customers to an after-hours party to show your appreciation.

I love you, man. Treat everyone who walks through your door as if they are truly special. Because they are! They could go to any other store but they chose to enter yours so make them feel welcome. Help take the edge off all the stress and craziness of the season by giving a genuine smile, offering to help them find gifts, complimenting them on their cute reindeer antlers (What? Some of us are very festive), scarf or whatever else is nice.

So. Very. Late! If your shoppers are anything like me, they wait until the last minute to shop so make sure you have a display that features last minute gift ideas in varying price ranges. If you have the room, separate categories such as “Gifts Under $20”, “For Him”, “For Her”, etc.

Holiday bonus. Everyone loves free gifts! During the last week or two before Christmas, offer bonus gifts to customers who spend a certain amount, like $75 or more. Let them choose a gift from a variety of free items that you select.

Slippery when wet. Keep your floor clean and dry so it looks nice and so people don’t fall and break their…holiday cheer.

Take care of yourself. The holiday season can be a challenge so make sure you get enough rest and healthy food to keep your batteries charged; it’s hard to be nice to customers and coworkers if you’re feeling icky. Don’t forget how much fun it can be to create events and promos and then help them succeed.

Please let me know what promos you’ve tried and how they went. Have a great holiday sale season…and have fun!

Trade Show Displays

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Trade shows provide a fantastic opportunity to get the word out about your company and to meet others who want to use your services or products. If you need trade show displays for your next show then call on the largest display and fixture showroom in Chicagoland.
Conveniently located near O’Hare Airport and all major trade show venues in the Chicagoland area, your trade show displays can be picked up at our Des Plaines showroom or delivered right to your Chicagoland venue on the same day your order is placed. Orders can be picked up at our showroom Monday through Friday from 8:00am until 5:00pm. Specialty Store Services’ showroom is located near many trade show venues including:
    • Donald E. Stephens Convention Center (Rosemont Convention Center)

 

  • McCormick Place

 

 

  • Navy Pier

 

 

  • Schaumburg Convention Center

 

Is your trade show out of town? No worries! We will deliver your trade show displays anywhere worldwide (just not on the same day, of course)!
Choose from a wide variety of in-stock displays and supplies including:
    • Grid panels and shelving

 

 

 

 

 

 

 

  • Showcases

 

 

  • Mannequins

 

 

  • Floor sign holders and easels

 

 

  • Table top displays

 

 

  • Pegboard accessories

 

 

  • Display hardware
  • Bags and packaging

 

Having participated in many trade shows and having supplied many exhibitors with what they need, Specialty Store Services knows just what your business requires to make your show a success!

Retail Holiday Gift Wrap

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Did you know that Specialty Store Services carries a full line of gift wrap, both for special occasions and for the holidays? It’s true! Did you also know that some people hhhhaaaaate to wrap gifts? That’s true, as well, but beyond my comprehension because I think wrapping gifts is fun. In fact, I once took a part time job at a department store during the holiday season just so I could wrap gifts all day (don’t judge me). But anyway, wouldn’t it be a great idea to offer a gift wrapping service to your customers to save them some time and hassle?

If you have some spare counter space or the room for a little work table, you can wrap your customers’ purchases for them. Many customers will appreciate not having to spend the time wrapping those gifts, even if you decide to charge a small gift wrapping fee, say $1 – $3 per package. You don’t even need to decorate the packages so the bows won’t get smushed in transit. You can offer simple package wrapping and the customers can add their bows (whether you provide them or not) and name tags later; just put a post-it note on the packages with the recipients’ names or write the names in small print on the bottom of the packages to keep them all straight . Let people know up front, though, if you plan on going the simple, no-frills package wrapping route so there are no misunderstandings.

Another way to spread the holiday hope and cheer is to wrap the packages for free but to put out a little donation box and let people know that the proceeds will go to a local non-profit organization, such as a food pantry, children’s hospital, veteran’s service or animal shelter. This way, customers get their packages wrapped and an organization doing good work in your community gets some much-needed help. Win-win!

Specialty Store Services has the gift wrap, gift wrap holder, tissue paper, ribbons, bows and boxes you need for your gift wrapping service. And don’t forget to order your gift certificates, gift cards and gift card pouches!

Get wrapping and have some fun!