Retailers are waking up again to the importance of front-line shop colleagues. They are the eyes, the ears, the face and the personality of every brand. This is the age of the ‘Supercharged Shopkeeper.’
Working with shop teams and colleagues is an essential part of every customer facing project. For Primark, Walgreens, Boots, Adidas, AllSaints, Ferrari, Ray-Ban, Nespresso, Bata, Halfords, Max&Co, Ladbrokes, Camper, Jack Jones, Cortefiel, Springfield, Sonae, Otto Versand, BonPrix, World Duty Free, Sprinter, La Caixa, Flex, Latteria Soresina, Gruppo Vestebene, Alessi, Eroski, Gruppo Coin, OVS, Heatons, Sony, Clarks, Benetton, Imaginarium, Bialetti, and Baltika, amongst others.
Clients like the approach which involves and consults shop colleagues at every project stage from initial strategy to final delivery.
Clients also like the focus on shop empowerment. This involves boardroom-to-stockroom workshops, the introduction of 2-way listening hierarchies, shop representation in head-office decision making, integration of shop teams in retail intelligence and customer personalisation, and the reward and progression of shop managers whilst facilitating them to stay in their best place…in their shops.
Every consultancy project is created and developed for each client’s specific needs and requests. The scope, timing, resources and process is agreed after an initial discussion process.
To have a discussion about your ‘shopkeepers’, email me at firstname.lastname@example.org
Ladbrokes is one of the largest sports betting companies. They employed me to develop the strategy, and to deliver their new ‘Shop of the Future’ concept.
The ‘Shop of the Future’ strategy had people at its heart. To create a safer, more comfortable and more exciting place for customers and for colleagues. To transform trepidation and boredom, into relaxation and community.
The shop design gave more space to the back-office, the spend on colleague space per sqm equaled the spend on the shop floor including vintage lockers, ergonomic seating, stylish toilets, cooking facilities and break-out space.
The colleagues chose their own uniforms, and underwent a series of advanced customer service training workshops, giving confidence and security, and enabling them to engage and help customers in every way.
Retail business are their people, and good people turn up in the most unexpected places.
I was understandably hesitant about working with Ladbrokes, but their shop colleagues were some of the most intelligent & gifted people I have worked with.
It was a pleasure to help them to be happier, to be enthused, to be fulfilled, with new training, new empowerment and a new recognition of their role within the business.