Store closing, or as we like to call it
store “rightsizing,” seems to be a common phrase in the retail world (it always
has been), but recently this phrase tends to refer more to big box stores and
well known retailers. Thanks in part to the numerous impacts of online
shopping, many stores on the ground have made the decision to re-evaluate the
number of stores and/or physical footprint of their stores in an effort to
reduce overhead while continuing to compete. If this is where your head is at
right now, these thoughts are likely accompanied by a few others – so how can
you ensure a store rightsizing project, closing or downsizing doesn’t
negatively impact your brand?
Arguably the most important thing to keep
in mind when it comes to rightsizing a store or downsizing is maintaining a
high level of customer service throughout the entire process. If you are a
major brand and just closing one location, or if you are just rightsizing to a
smaller location, you are going to continue to rely on consumer purchasing for
your bread and butter. This means that you absolutely cannot let customer
service take a backseat during this transitional period.
Things tend to become, if not managed
properly, quite disjointed during these periods, so make sure that you are well
organized and deal with any problems that arise as soon as you are made aware
of them. One of the most difficult things to gauge here is people support; how
many employees are required during this time? Will their tasks remain the same?
Who will ensure that the store remains clean and tidy and the shelves stocked
as best as possible? So, should you keep those current employees just in case?
Hire new employees for the short term? Consider speaking with a company that
can provide you with additional, experienced staff members on short notice –
they can make all the difference when it comes to ensuring high levels of
customer service.
Retail merchandising should also be a
crucial consideration, especially once the new store is being set up – making
sure that displays are constructed properly, according to their planograms,
will also ensure that issues are avoided once the new location is open and
ready for business. It also saves as far as having to delegate this task to an
existing employee – outsource it to a company with retail merchandising
expertise and the task will be done far more quickly, and to the exact
specifications of the planogram.
Don’t let a store rightsizing project ruin
your reputation – customers remember! Contact Storesupport today for more about
how to keep things running smoothly throughout the entire process. Call us at 1-877-421-5081.
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