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| Business
Ideas and Quotes |
What does your lobbyist do for you?
Lobbying is a time-honored method of conveying information about pending legislation. In the United States, the practice is protected by the First Amendment to the Constitution which guarantees freedom of speech, peaceable assembly, and the right to petition the government.
Your lobbyist is your advocate. He or she supports your point of view about legislation that affects you and imparts that perspective, along with its reasons, to elected policy makers. This requires long hours of researching and monitoring issues, communicating with clients and lawmakers, attending and/or testifying in committee hearings, reporting on progress, and helping to negotiate mutually beneficial compromises.
The work lobbyists do benefits everyone. The sheer number of bills introduced each session can be overwhelming. No one individual or one business’ management—retailer, legislator, or consumer—has the time or resources to keep track of all relevant pending legislation. It is the lobbyists’ job to specialize—to learn about those aspects of legislation that affect their clients. Their knowledge of the issues can provide information and help lawmakers understand the broad ramifications of proposed laws in ways they may not have considered.
Lobbyists must follow legal and ethical rules. In Nebraska, they are required to register with the State before they begin lobbying and they must file periodic reports with the Accountability and Disclosure Commission. They are expected to be honest, fair, respectful, and refrain from conflicts of interest.
So what does your lobbyist do for you? Learns. Listens. Informs. Advocates. Protects.
| Customers
Respect
Merchants Who Respect Them |
|
“Customer
service” is a phrase that can be misunderstood. The usual connotation
is that customers should be treated courteously, returns should be
hassle-free, and sales personnel should be reasonably knowledgeable
about their merchandise. Added perks might include carry-out with a
smile or home delivery. The foregoing are certainly good components of
customer service but attaining and retaining customer respect goes
beyond that. |
| Debbie
Allen,
of Allen & Associates Consulting, Inc., encourages retailers to
expand their thinking on this subject. Allen is a successful
entrepreneur who has built several businesses. She knows what works. |
| Allen
points
out that customers always deserve respect. They want to feel
appreciated; if they do not, they can easily do business with a
competitor. “Always give your customers more than they ever expect
every time they do business with you.” Allen’s suggestions for gaining
customer respect include: |
| ● |
Follow up
and follow through. Customers can be lost when questions are not
answered thoroughly, deliveries are not made on time, or parts are not
serviced effectively. |
| ● |
Stay focused
and concentrate on the task at hand. Customers need to feel that
while
you are working with them, they are your number one priority. |
| ● |
Listen to
your customers and ask about their needs. Find out how they
would like
you to follow up and improve service. Then do it! |
| ● |
Consider
each customer as a lifetime customer, no matter what size the sale.
Always treat customers with respect and you’ll be rewarded with their
loyalty. |
| The
Truth About Truncation There has been some confusion and misinformation concerning truncation at credit card processing terminals. Here are the facts. |
|
| ● | Truncation
is the process whereby only the last four digits are printed on
customers’ credit card receipts. |
| ● | Currently,
Nebraska has no truncation law. |
| ● | Your
credit card processing equipment is NOT outdated! Investing in NEW
equipment is rarely needed unless you have a terminal without a
printer. If so, now is the time to add a printer. |
| ● | An
easy solution is available. If your terminal does not truncate, just
call the help desk 800 number where you can get instructions on
downloading the information to the terminal. |
| ● | This
should only be necessary for older terminals since Visa requires that
all new terminals deployed after July 1, 2003 have the necessary
truncation capabilities. Terminals that were in use prior to that date
must be compliant by July, 2006. MasterCard has set the compliance
deadline for all newly installed, replaced, or relocated terminals at
April, 2005. |
| ● | If you
have questions about whether your equipment is compliant or want
further information, please call the Nebraska Retail Federation at
402-474-5255 or 800-944-4673 or e-mail nebretailfed@hotmail.com. |
| Trust
Works Both Ways |
| “People want to buy
from
someone they trust. If you don't have that trust you can forget the
sale, repeat business and most importantly, referrals. Let nothing
about you resemble fakeness. Be real, be honest, be yourself. If your
heart is in the right place there’s no need to mask anything. You can’t
‘fake’ your heart.” |
||||||||||||||
| – Gerry
Robert,
business consultant operating throughout North America and Asia. |
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| Coupons According to the Promotion Marketing Association Coupon Council, almost 80 percent of Americans use coupons. It is no wonder that they are popular. Retailers recognize the value of providing an incentive that brings increased business into the store and rewards shoppers. Customers appreciate the opportunity to save money and they usually buy more than just the items for which they have coupons. Coupons are an American invention. In 1894, Asa Chandler, a druggist who had purchased the formula for Coca-Cola, gave away handwritten tickets for a free glass of Coke. The following year C. W. Post distributed coupons worth one cent each to try his new product: Grape Nuts. Coupons caught on and an entire industry developed around them. Both retailers and consumers have clearing houses, organizations, publications, and Web sites devoted to them. Parents and teachers use them to help children learn math skills and wise buying. September has been designated National Coupon Month. Two Web sites of interest to retailers follow. The first is a site operated by Santella & Associates of Chicago. It provides links to coupon information useful in the U.S. and Canada that includes design, marketing, how to guard against fraud, and legal requirements: http://www.santella.com/coupon.htm. The second is the Association of Coupon Professionals. |
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Multi-Channel Shopping Multi-channel or cross-channel shopping is the process whereby consumers utilize a combination of shopping venues to make decisions and purchases. This can work in a variety of ways beneficial to both shoppers and sellers. This rapidly growing phenomenon is being marketed by retailers of all sizes and now accounts for a significant number of increased sales. Here’s how it works. Consumers can browse, research products, compare, and/or buy through a catalog, online, or in-store. For instance, consumers may research a product in a store but buy online; others may order online or through a catalog and pick up the item(s) at the store. Consumers who shop through multi-channels often spend up to 50% more than single-channel shoppers according to Forrester Research Inc. Customers like the convenience, time and money saving aspects of comparison shopping online, but often prefer to pick up in-store to avoid waiting for delivery and/or paying shipping costs. Multi-channel shopping benefits retailers too. For instance, Best Buy reports that 20% of multi-channel customers who use in-store pick up “make additional purchases while there, raising average order values by 40%.” Conversely, the ability to pick up in-store often increases the number of multi-channel shoppers, 65% of whom are new to their online site. Improved customer service is another multi-channel shopping benefit. For instance, if there is a problem with the ordered item, the customer can return it in-store and talk to a representative in person. The biggest challenge for retailers is data integration of inventory, sales and customer activity. Initially this can be financially daunting but the bottom line payoff can be huge. In the long run, retailers who facilitate multi-channel shopping can improve customer service and profits while minimizing retail storage and transportation costs. Everybody wins. As business columnist Jeffrey Grau says, “Commercial success is becoming increasingly dependent on how well retailers manage their multiple sales channels.” Keep Your Customers Happy Happy customers are repeat customers so here are some reminders about how to insure good business relationships. Although the ideas are basic, they remain true and bear repeating.
|
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Customer Service While everyone agrees that good customer service is essential to good retailing, a survey sponsored by the National Retail Federation Foundation and the American Express Company which polled 241 merchants during August 2004 revealed that merchants and customers have differing opinions about the most important elements. Here are the results.
|
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EFFECTIVE EMPLOYEE TRAINING Well trained employees are productive employees. They provide good service that customers appreciate, and whether the business is large or small, employers benefit in many ways. Good employee training . . . ● builds confidence and morale. ● improves teamwork. ● enhances communication. ● strengthens skills. ● minimizes complaints. ● sets meaningful measurable standards. ● reduces turnover. Effective employee training is a long term investment in your business. It needn’t be boring or expensive, but it does require commitment. When designing your training: ● Assess your needs. ● Set a standard with relevant, clear expectations and measurable objectives. ● Set a budget and initial time line. ● Pay attention to details. ● Prepare written and/or audio/video/computer/online resources that include job descriptions, how to handle problems and offer solutions, how to respond to emergencies, and anything else pertinent such as applicable laws and updated product information. During training: ● Use an interactive format as much as possible; avoid lectures so employees will remain involved and interested. ● Spotlight one topic at a time during short sessions so employees can retain information easily. ● Encourage questions. ● Include cross-training when appropriate. ● Try e-training (computer-based training). ● Maintain ongoing education and evaluation so employees will feel valued. ● Assign a mentor where appropriate so employees can feel comfortable seeking advice. ● Team with schools, civic organizations and other businesses to promote and provide better communication and understanding about the retail industry. Both free and fee-based employee training resources are available to employers. Some you may want to consider are listed here with clickable links to their Web sites. Other sources can include product manufacturers and vendors. ● Nebraska Employee Training Providers ● Nebraska Workforce Development ● The National Retail Federation has a sales training program that meets skills standards for all retail industry jobs as “part of an effort by the U.S. Congress-appointed National Skills Standard Board to certify workers in all industries.” Learn more about this at the National Retail Federation Skills Centers training programs Web site. Learn the applicable laws. Generally, in Nebraska, if employees go through training for a new job, they must be paid. However, the issue is whether the time employees spend training are to be counted as “hours worked” for purposes of the federal wage-hour laws. According to federal regulation 29 CFR 785.27, employers are not required to pay employees for time spent training if all four of these criteria are met: ● the training is done outside the employees’ normal working hours, ● attendance is truly voluntary, ● the training is not directly related to the employees’ job, and ● the employees are not performing productive work during such attendance. Even so, there may exist circumstances in which employees need outside training to build job skills. Those may be required to be compensable by employers. Therefore, be sure to consult your attorney about specific cases. Helpful Nebraska legal Web sites include: ● Nebraska Employment Laws ● Nebraska Business Laws and Regulations Gift Cards Gift cards are popular because they benefit both retailers and customers. They are either store-specific or sold by credit card companies as general purpose. According to the National Retail Federation, “For retailers, the benefits in offering gift cards can be enormous. While retailers will spend anywhere from 5 to 45 cents per card to have gift cards produced for their stores, most gift card recipients spend more than face value of their cards when they go shopping.” Unlike paper certificates which can be duplicated easily, plastic gift cards are secure and convenient. If they are lost or stolen, they can be replaced. Customers like gift cards because . . .
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| Retailers like gift cards because . . . | ||||||||||||||
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| A gift card and a stored value card
are essentially the same. Both are pre-paid value cards. Stored value
cards often emphasize incentives or a rewards program. Nationwide standardization has not been achieved. The majority of states either have some form of regulation in place or are considering legislation impacting these cards. Retailers need to be aware of this and inform their legislators how such laws may affect them. In 2004, the Nebraska legislature considered LB 1222 - Change Provisions Relating to Gift Certificates. In 2004, the Nebraska Retail Federation’s efforts on this bill resulted in a win for retailers. It did not pass, but the issue will surface again in 2005. The Nebraska issue is this: Unused gift certificates are considered to be unclaimed property, so merchants are required to return the value of unused gift certificates to the State of Nebraska. As stated in the original bill, retailers would continue to be required to return money for all unclaimed gift certificates to the State Treasurer after three years. Senator Hudkins presented an amendment which provided that gift certificates and electronic gift cards sold in Nebraska could have no expiration date and that retailers would not have to return money for unused certificates or gift cards to the state. Other issues of interest to retailers include: |
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Gift Return Receipts Who hasn’t received a gift that’s the wrong size, isn’t needed, duplicates another etc.? Considerate retailers want to alleviate the hassles of gift returns. That’s why many of them now include gift receipts with merchandise automatically. Gift receipts are not limited to holiday gift giving and they benefit retailers and customers alike. Customers can be refunded for the actual purchase price of an item and retailers can verify that merchandise was purchased at their store. According to a survey conducted in November 2004 for the National Retail Federation by BIGresearch, 47.6 percent of gift givers enclose either a gift receipt or an original receipt with a gift most or some of the time, up from 41.7 percent in 2003. The consumer poll has a margin of error of plus or minus 1.0 percent. GREEN RETAILING Green retailing incorporates both environmentally friendly merchandising and building construction. According to the U.S. Environmental Protection Agency (http://www.epa.gov/), when retailers use more green design they can “reduce operating costs, improve occupant productivity, enhance and protect bio-diversity in the ecosystem and improve the overall quality of life.” Although retailers have sold green products for many years, Wal-Mart and Target are now leading the way in new green construction. The U.S. Federal Trade Commission (http://www.ftc.gov/) has guidelines on “degradable.” “compostable,” “recyclable.” “recycled content,” “refillable” and “ozone safe.” Consumers are becoming increasingly attuned to environmentally friendly products and look for labels that state “organic,” “natural,” “renewable,” and “energy efficient.” Most consumers are familiar with the Energy Star (http://www.energystar.gov/) logo that appears on many major appliances. However, the Energy Star is also attached to items in more than fifty categories including home electronics and office equipment. Sponsored by the U.S. Environmental Protection Agency (http://www.epa.gov/) and the U.S. Department of Energy (http://www.energy.gov/), products awarded this designation “use less energy, save money, and help protect the environment.” Some retailers have developed their own label for environmentally friendly products. For instance, Home Depot places its Eco Options logo on products that are either “environmentally friendly by definition, such as solar lights, or have met certain environmental performance criteria.” This currently involves nearly 6,000 items. An independent company, the Scientific Certification Systems (http://scscertified.com/), certifies the products and they are marketed aggressively. To learn more, visit Eco Options’ extensive Web site at http://www6.homedepot.com/ecooptions/index.html. Other logos that are certified to be environmentally friendly by the Scientific Certification Systems (http://scscertified.com/) include Veriflora (http://scscertified.com/csrpurchasing/veriflora/) for florists, the Forestry Stewardship Council (http://www.fscus.org/), and Fair Labor Practices http://www.dol.gov/esa/whd/flsa/.. Remodeling or building green has a number of options. It is not always feasible economically to incorporate extensive changes at once, but even a few changes can make a positive impact. For instance, retailers can use . . . ● compact fluorescent bulbs (CFL) for general lighting. ● carpet or carpet tiles that don’t require toxic adhesives for installation. ● renewable flooring materials. ● recycled materials. ● energy-efficient windows. ● low-water use fixtures. ● green cleaning products. When building or remodeling, retailers can consider using the environmentally friendly standards that are set by the U.S. Green Building Council’s (USGBC) (http://www.usgbc.org/) LEED (Leadership in Energy and Environmental Design) certification (http://www.usgbc.org/DisplayPage.aspx?CategoryID=19). Some of the new construction or remodeling ideas include the use of . . . ● Green power. This includes renewable energy resources such as such as solar, wind, geothermal, and biogas. The EPA’s Green Power Partnership (http://www.epa.gov/greenpower/) “encourages organizations to buy green power as a way to lessen the environmental impacts associated with conventional electricity use.” To learn where green power is available in Nebraska, click on The Green Power Network - http://www.eere.energy.gov/greenpower/buying/buying_power.shtml?state=NE ● Green Seal (http://www.greenseal.org/). This is a “US-based, nonprofit environmental labeling organization which awards a seal of approval to products that are found to cause significantly less harm to the environment than other, similar products.” ● White or Green Roof. ● A white roof prevents the heat island effect (http://www.epa.gov/heatisland/). ● A green roof—a roof is that is planted with vegetation—can reduce the heat island effect, improve air and water quality, and lessen storm water runoff. See http://www.greenroofs.org/ and http://www.earthpledge.org/GreenRoof.html for examples. Other useful Web sites that can help retailers make informed decisions about green retailing include . . . ● The United States Green Building Council (USGBC) http://www.usgbc.org/ ● Green Globes, licensed by nonprofit organization The Green Building Initiative, - http://www.thegbi.org/gbi/ ● Green USA (http://globalgreen.org/greenbuilding/) LOYALTY PROGRAMS Loyalty programs can be useful tools for retailers. These programs reward customers in a variety of ways intended to encourage repeat business. Originating in Germany, their popularity spread to the United States during the 1950s when S&H Green Stamps were given to customers dependent upon the number of dollars spent for goods. When stamp books were filled, they could be redeemed for merchandise in redemption centers. Today, there are many variations of loyalty programs. Whether or not retailers use them, they need to be aware of their options and what other retailers are doing in the competitive marketplace. Potential benefits include the ability to identify individual customers, their shopping habits and possible purchase preferences which, in turn, can . . . ● improve customer relationships, ● increase new and repeat business, and ● decrease price competition. Retailers can also use loyalty programs to . . . ● improve inventory management, ● maximize use of multi-channels for shared promotions, and ● decrease direct marketing costs because mailing addresses are more likely to be kept up-to-date, making advertising mailers more cost-effective. Also, e-mail addresses collected with customer permission allow cost-effective targeted e-mail notices. How to Make Loyalty Programs Work For retailers to get the greatest value from their loyalty programs, they must be creative, aware of customers’ feelings and priorities, and responsive to the ever changing marketplace. ● Many buyers are wary of giving personal information to obtain loyalty program membership and they do not necessarily shop in a particular store because of it. Therefore, ● Customers need to feel secure. They want to know their personal information will not be misused or stolen, so they need to know and understand the store’s privacy policy. ● Customers need to feel valued. Loyalty programs can be designed around individual preferences. For instance, if a customer consistently buys a certain type of item, he or she can be given an additional discount when that item is on sale; or, customers can be invited to special sales or events not open to the general public. ● Make the process easy to use. Ensure that rewards can be received at customer perceived reasonable intervals. ● Use your Web site as a place where non-members can join loyalty programs and members can check their status. You can also present additional opportunities just for them. ● Businesses can cooperate with each other by giving discounts to customers who hold another store’s loyalty program card. For instance, a florist’s loyalty program card may also be used in a cooperating candy shop or department store. ● Loyalty program members can be invited to special showings of new products, be given additional discounts on designated customer appreciation days, participate in an advisory board, or be treated with some other sort of V.I.P. status. ● Offer free or discounted classes and workshops to loyal customers. ● Give rebates or discounts for using a store-branded credit card. A variation of this allows customers to donate a small percentage—typically 1-2%—of card purchases to a local charity of their choice. ● Use rebate cards. These cards track customer spending and offer a specified rebate using a gift certificate or gift card, dependent on the number of dollars spent. Variations on these include . . . ● Punch or stamp cards. The customer presents the card at checkout and receives a punch or stamp on the card. Filled cards can be redeemed for a free item or a discount. For instance, “Buy ‘x’ number of items and get ‘y’ number of item(s) discounted or free.” ● Use savings cards. When the cards are swiped at checkout, the customer receives discounts on certain items pre-determined by store management. ● Try targeted benefits. For example, offer discounts based on birthdays or specific buying preferences. ● Offer a combination of the loyalty programs. Innovations Although the Nebraska Retail Federation does not endorse any one specific loyalty program, retailers might like to learn about innovations in the loyalty program industry. Three of these are presented here as examples of up-to-date loyalty program technology. ● Pay By Touch™ has secure in-store Internet-enabled “Rapid Enroll Kiosks” that facilitate “quick and easy customer sign up, and reduces enrollment processing time and expense for retailers. . . . customers simply enter their phone number and a secondary identifier . . . and their address information is . . . [entered] automatically. Customers can also choose to manually enter their information through a simple touchscreen process.” ● The FrequentFiller™ program, “used in conjunction with the Fidelis™ and I-Site™ equipment, allows the retailer to offer promotions, prizes, coupons, loyalty points, and media content specifically tailored to each consumer. The FrequentFiller™ system is based on key-chain RFID tags . . . [and the customer] either hears or sees unique greeting, point status, and tailored content.” ● Loyalty Lab’s On-demand “enables retailers to generate . . . [multi-channel loyalty program management] through an on-demand service. All applications and customer data are hosted online by the vendor. This gives mid-size retailers an affordable ticket to the loyalty program arena without investing in software or hardware.” |
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Personal Shoppers Many retailers provide personal shopping services free with no required spending limit and no obligation to purchase anything. This practice can benefit merchants. People who are too busy, who are uncertain about choices, who lack knowledge about merchandise, who need physical assistance, or who otherwise would like help appreciate this service and their repeat business is likely. Doris Cook, owner of Lincoln’s Purse Revue, Accessories and Clothing, considers this to be an important part of customer service. She says, “Personal shopping includes getting to know my customers and offering services like special orders, layaway and gift certificates.” When Doris goes to market, she often has specific customers in mind when she selects her merchandise. Customers benefit because they feel retailers care about them and listen to their concerns. They know that personal shoppers have expert knowledge and know how to find the right fit for their needs. A good personal shopper keeps abreast of new trends and gives an honest assessment of what probably will and won’t work for a specific customer’s purposes. Good personal shoppers keep track of customers’ sizes, preferences (e.g. colors, flavors), special diets and needs, allergies (e.g. wool, peanuts) etc. They know budgetary limits and method of payment. They arrange for pick up or delivery and how to handle returns when necessary. They do not expect or accept tips. Personal shoppers can be helpful in every retailing situation from clothing to groceries, gift buying to furniture. Whatever the need, a personal shopper can assist and customers will be grateful. |
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| Private
Labels Private labels, a.k.a. store brands, have proliferated into a multi-million dollar industry. Consumers have embraced them, recognizing quality, durability and value. Retailers often give them shelf space equal to name brands. Mass merchants have been selling them for nearly a hundred years, but now independent retailers, mom and pop enterprises, and even crafts people have found value in creating their own private labels. According to the Private Label Manufacturers Association, “Store brands give retailers a way to differentiate themselves from the competition.” A private label can be exclusive to one store or store chain, or can be distributed through a a wholesale buying group to members of that group, in which case, they are called “controlled labels.” Everything you need to know or want to learn about private labels, including how you can create your own, can be found at The Private Label Manufacturers Association Private Label Magazine |
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| RFID—Radio Frequency
Identification The newest method of tracking merchandise is not so new. Radio frequency identification (RFID) tags first appeared during the 1970s to allow for non-contact reading where bar code labels were not practical or where they were needed to track moving objects. Radio frequency identification (RFID) uses radio waves to store information on a microchip attached to an antenna which then transmits the information into computers. RFID differs from bar codes because a bar code requires the use of a scanner; RFID does not. RFID tags can be read as long as they are within range of a reader. Both technologies are useful. Both have distinct advantages and disadvantages. Bar codes identify only the manufacturer and product. RFID tags track the individual item with a unique serial number, an advantage if an item is misplaced, lost or stolen. RFID tags can be embedded in packaging or encased in protective plastic for weather-proofing and greater durability. When bar codes are damaged, they cannot be scanned. Bar codes and RFID tags are both used to track inventory, but RFID tag technology is not yet standardized worldwide, so tracking goods that move from one company to another is not always possible. Also, the system is still relatively expensive. Nevertheless, as with all technological advances, standardization will come and prices will drop. Major national retailers like Wal-Mart are using it now. Web sites, professional organizations and journals dedicated to the subject are available to explain what you need to know and to answer your questions. Listed below are useful sites that deal with RFID in-depth. RFID Gaztte RFID Journal Electronic Privacy Information Center RFIDtalk.com RFID Times WHAT FACTORS CONTRIBUTE TO SUCCESSFUL RETAILING? Common themes emerged when Nebraska Retail Federation award winning retailers shared their not-so-secrets of success. Customer Care Not surprisingly, a major success factor is providing exceptional customer service and satisfaction. “My mission every day is to WOW customers, to make their day. Customer service is the key,” asserts Pat Marsh, owner of the P.S Etc./JC Penney Catalog Store in Ord. Retailers agree that good service happens when they . . . Listen to customers’ suggestions. For instance, Lincoln’s Wagey Drug owner, Gary Rihanek, looks for creative ways to make transactions convenient for his customers. Customers of The Bakery in Seward appreciate owner Lucy Bennett’s willingness to accommodate customers’ schedules and special situations. Be sure employees are knowledgeable about your products, communicate with customers clearly in lay language, and do not pressure them in any way, stresses Bill Kirshenbaum, Owner of Periwinkles in Omaha. Make customers feel important. Be available to help, but avoid being intrusive. Special order items when possible. Customers appreciate that management cares enough to put in extra effort for them. Provide home delivery. Although this has always been the norm for certain types of businesses, it can be a clear value to customers in many additional circumstances. Help customers feel safe and secure. Cleanliness, good lighting and uncluttered aisles are imperative. Make merchandise easy to find. Employee Empowerment Treat employees with respect. Listen to their ideas and reward proficiency. Provide good training and update it regularly. Quality Merchandise and Fair Prices “Offer the consumer a superior product and a 100% guarantee,” advise Kent and Ellen Junge, owners of The Cookie Company in Omaha. “Sell cheap and tell the truth,” was the mantra of Rose Blumkin, founder of Omaha’s Nebraska Furniture Mart. Niche Marketing Offer unique and different products. Provide information and instructions. For instance, fabric shops offer sewing and quilting instruction; computer stores sponsor classes. Where appropriate, entertain. For instance, Nebraska-based Cabelas offers a museum type atmosphere; clothing stores sponsor fashion shows. Integrate Internet Shopping Build excitement. Offer services, exchange product use information. Encourage customer dialogue. Lee Booksellers of Lincoln e-mail a free weekly newsletter to subscribers that includes book reviews and a calendar of events. Community Involvement and Cooperation with Peers Donate time and money to the community. Barb Springer, owner of Fashions by Barb in Seward is a strong supporter of retailers throughout the area and she makes frequent trips to meetings on their behalf. Successful Retailers . . . Are hands-on, but know when and how to delegate. Have a positive attitude. Communicate well with others. Learn from their mistakes. Manage money well. Simplify and eliminate waste. Keep up-to-date with new technology and encourage new ways of doing things. Dealing with Suppliers and Vendors Often the terms “suppliers” and “vendors” are used interchangeably. However, suppliers can be manufacturers, distributors, independent craftspeople, or importers, while vendors can also be suppliers or middlemen between suppliers and retailers. Establishing a good relationship with suppliers and vendors is essential and beneficial. Suppliers and vendors can provide useful information about products, discounts, and marketing ideas. When choosing suppliers and vendors, retailers should consider reputation, reliability, stability, price, location, and shipping/delivery policies. Read contracts and service agreements carefully. Some retailers include a “Code of Conduct for Vendors” in their contracts and some vendors set their own codes of conduct. Included in these are ethical standards for working conditions such as wages and hours, health and safety, discrimination and harassment, right to organize, union policies, child labor, drug screening, dealing with subcontractors, and customs compliance. To learn more about ethical vendors, visit the Vendor Compliance Federation Web site and the Retail Compliance Council. Self-service Checkout Kiosks Self-service checkout kiosks are proliferating. They can include a bar code scanner, weighing scale, credit card and cash reader, deposit unit and a receipt printer. As consumers become tech savvy, they are accepting these alternative methods of paying for merchandise. Although there will always be a need for some human interaction (for instance, people who have questions about how to handle coupons, or who need price checks, or people who write checks, or people who need help bagging purchases and/or who request carryout), self-service checkout kiosks can be an efficient process for busy shoppers who use credit, debit or gift cards. Some retailers have expressed concerns about using self-service checkout kiosks as their use can change shopping habits. For instance, many customers tend to make fewer impulse buys from merchandise close to checkout although the reasons for this seem unclear. One solution for larger retailers could be to place self-service checkout kiosks at varying places throughout the store just as department stores do with cashier stations in each department. Another solution is using “smart shopping carts” containing a small computer that can provide directions to products, notify a shopper of sale items, and/or can serve as a mini-self-service checkout kiosk. Certainly the costs of installation, maintenance and security must be considered. Still, self-service checkout kiosks near exits appear to be working well in stores as diverse as Wal-Mart and Home Depot, so self-service checkout kiosks at other locations within the store could be feasible. For more information on self-service checkout kiosks, click on: Self-Service & Kiosk Association Kiosk Marketplace selfserviceworld.com |
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