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4 Simple Ways to Create Amazing Customer Service

Tuesday, October 18, 2016
By John Bocker


I visited a small specialty retailer tonight and was amazed to unfortunately experience all of the missed opportunities for the establishment to make money!  I could have spent more then $200 but actually left empty handed.  I have been a retailer across various categories for more than 25 years and continue to be amazed at how much under-utilized information and training is available for retail businesses everywhere. Yet when it comes down to providing great service to sell a product, I continue to find the majority of sales personnel in retail missing the primary opportunities to maximize the sale.  Why is this a continuing issue and what can business owners do to correct it?

Retailers across America selling all types of products including tools and hardware, beauty products, apparel, sporting goods, and now even cannabis in Colorado are finding it very difficult to achieve their sales goals and are frequently scratching their heads and wondering why they're falling short of daily sales expectations. Sadly, I also continue to hear from business leaders that “we’ll make it up next week” and other excuses that fall short of addressing the obvious.  In this article I will outline four key areas that can quickly turn businesses around with management leadership focusing on the important selling behaviors that matter most.

These best practices have been proven through “A-Team” exercises over and over again where the best selling employees in the company were assigned to execute to the highest degree possible for a short period of time in a specific store. The behaviors and activities were choreographed, specialty areas were specifically assigned to team members, participants were monitored and supported by business coaches, and all were challenged with “stretch” sales goals.  In every A-Team exercise, the results blew away sales expectations!

1.  Hire the right person!  How many times have you heard this? 
One of my greatest mentors showed me the real impact of requiring retail sales candidates to actually move to the sales floor during the in-person screening process and actually “sell” a specific product to the interviewer.  This simple exercise really challenged the true capabilities of the candidate and revealed whether or not they actually possessed the skill-set, personality, courage, demeanor, presentation skills and product knowledge to be hired as a great sales person. Any candidate can say they know how to sell, and any candidate can say they really want to be a sales person but when you actually put them to the test of impromptu selling, you can quickly and easily validate those who are and are not qualified to represent you well and be a great sales person.

2. Set the expectation

Set the expectation with each sales person that every guest that walks into your business has the potential to purchase thousands of dollars in product if provided the best service and sales attention possible!  We’ve all been amazed when this happens and we celebrate such events but why not think of this as a standard instead of the exception?  When you set the bar very high, it exemplifies the fact that every customer can be the “magical customer” if treated with respect, made to feel important, treated as a “VIP”, and provided outstanding customer service beyond anything he/she can get from any other retailer in the area. Every employee should understand the simple fact that every customer who visits your business will maximize their spend if you qualify their needs, provide a solution, provide great service and build a relationship with that customer.

3.  Engage with every guest

Engage with every guest first by understanding whom they are, where they work or live, their name, their needs and how you can fulfill their total expectations. Today's retail world is unfortunately still filled with sales people who use the old-fashioned and tired approach of “Can I help you?” “Help you find something?” “Find what you're looking for?” and in the worst-case scenario, no approach at all. Today's consumer who is willing to spend as much as necessary for great service and product solutions is just waiting to be over- serviced as a “VIP” and approach that makes them feel special, respected, valued and important. When your customers feel all of these emotions, they become a customer for life and price becomes less important. Great selling is about relationships and rapport and not about price. If your sales people can understand the value of a relationship, you will win in so many ways! This is critical to your success as a retail owner and cannot be left for chance. This process has to be modeled, coached, validated, reinforced, recognized and applauded when executed correctly. Miss any of these aspects of the great sales process, and you will never achieve your full potential as a business owner.

4.  Coach your sales people to genuinely thank and reaffirm with every customer

Lastly, coach your sales people to genuinely thank and reaffirm with every customer how important they are to the business, how excited you are that they have visited with you, confirm that you filled every need that they had and go the extra steps to find out what their future needs are and build a lasting relationship.   Building your client relationship is more important than ever in today’s competitive marketplace. And it's the same reason so many people return over and over to their favorite coffee house, restaurant or lunch spot. There are several great retailers that do this well and if you can model their sales activities and professionalism, you can build your own mini super-retailer reputation and brand that will prompt customers to brag about you and become raving fans of your business. 

And don't forget that if you can build a team that executes to these four points, you owe it to the team to recognize and reward them in creative, sincere, fun and relative ways.


John Bocker is a professional retail and hospitality business strategy consultant specializing in maximizing profitability, risk management, employee integrity, training, and driving success! John is Founder and Principal at JB Group, LLC based in Denver, Colorado where he partners with business leaders to exceed sales and profit expectations.  Visit www.jbgroupco.com or call (720) 514-0609 for more information.

DOL Rules - What You Need to Know

Thursday, June 30, 2016

by Stacy Stolen

Real Value Consulting/VolkBell Insurance




The rules are here … now what?

Here's What You Need to Know

Anyone earning less than $913.00 per week; or $47, 476 annualized base:
• Is now (most likely) entitled to overtime pay for any hours worked over 40 in a week
• Is now required to track and account for all hours worked within respective time keeping periods

How you make and communicate required adjustments to an individual's current salaried compensation is up to you, and there are several options you might consider. Here are five simple steps you must take now to comply with the FLSA’s latest changes, and make sure you stay in compliance in the years ahead.
1. Increase salaries of current exempt employees to more than $913 per week or $47,476 per year. Exempt employees earning more than that will not be entitled to overtime.

2. Reduce bonuses for exempt employees whose overall compensation exceeds the new minimums. Increase salaries by the bonus amounts.

3. Reclassify exempt employees as nonexempt and pay them hourly. Of course, you will still have to pay overtime when they work more than 40 hours per week.

4. Reclassify exempt employees and pay them on a commission or fluctuating-workweek basis. Consult your attorney to learn more about the fluctuating workweek system, which pays a salary to nonexempt employees whose schedules vary from week to week.

5. Increase staffing levels to eliminate unnecessary overtime.

You can be assured that the DOL, which has already increased its investigative force by 33% since 2010, will put employers under even more scrutiny in 2017 by visiting many employers and auditing; be sure to reach out if you need more information!

DOL Labor Standards Changes

Monday, June 27, 2016

by Stacy Stolen

Real Value Consulting/VolkBell Insurance



On May 18, 2016 The U.S. Department of Labor released its final rule regarding the changes to the overtime threshold for the Fair Labor Standards Act.  Among other things, the Department has doubled the minimum salary needed to qualify for these exemptions, from the previous level of $455 a week (or $23,660 a year) to $913 a week (or $47,476 a year).


Key Provisions of the Final Rule

The Final Rule focuses primarily on updating the salary and compensation levels needed for Executive, Administrative and Professional workers to be exempt. Specifically, the Final Rule:

  1. 1. Sets the standard salary level at the 40th percentile of earnings of full-time salaried workers in the lowest-wage Census Region, currently the South ($913 per week; $47,476 annually for a full-year worker);
  2. 2. Sets the total annual compensation requirement for highly compensated employees (HCE) subject to a minimal duties test to the annual equivalent of the 90th percentile of full-time salaried workers nationally ($134,004); and
  3. 3. Establishes a mechanism for automatically updating the salary and compensation levels every three years to maintain the levels at the above percentiles and to ensure that they continue to provide useful and effective tests for exemption.

Additionally, the Final Rule amends the salary basis test to allow employers to use nondiscretionary bonuses and incentive payments (including commissions) to satisfy up to 10 percent of the new standard salary level.

The effective date of the final rule is December 1, 2016. The initial increases to the standard salary level (from $455 to $913 per week) and HCE total annual compensation requirement (from $100,000 to $134,004 per year) will be effective on that date. Future automatic updates to those thresholds will occur every three years, beginning on January 1, 2020.

For more details:
https://www.dol.gov/featured/overtime