Recent Articles from Andy Black
Build Your Winning Team
As a member of our manufacturer’s representative team, I call on several hundred retailers each year, which gives me a glimpse of different management styles. The store owners who have invested in their employee’s training stand out—especially those who have taken the time and effort to build a company culture of teamwork and customer-oriented spirit. […]
Avoid the Silent Treatment
When I visit my local convenience store, they always greet me, and I find that I always respond by returning their greeting. It’s unlikely that anyone will ignore a person who is being pleasant and verbally interacting with them. Human nature is such that we respond to greetings, which can be a powerful ice-breaking technique and can even turn a frown into a smile. I’m sure [&hellip[...]
Use What You Have
Are you a brick and mortar retailer? Maybe you’re trying to sell online but are worried how you will compete with the Amazons of the world. You see retail changing before your eyes and wonder what will happen to your business if current trends continue. There are ways to compete with big box and online […]
Price Isn’t Everything
There are always good reasons to advertise low prices. Low prices can draw customers into your store, and promoting branded products will enhance your store’s image as a competitively priced business. The thing to keep in mind is that it’s not always about the price. If you only inventory cheap products, you’ll be missing a […]
Reward Your Customers
Retailers have offered customer loyalty programs for decades. Remember the punch card? “Get your card punched each time you purchase from the store, and once you have 10 punches, you get $10 off your next purchase of $25 or more.” This was the extent of a consumer reward program—until recently. If you look at retail […]
Power of the Endcap
I have noticed that effective endcap displays have been reduced from past years. When I’ve asked retailers why they weren’t using their prominent endcaps by the checkout station to merchandise seasonal items or to rotate volume sellers and new items, the response was that they didn’t have the time to rotate inventory. Back in the […]
5 Key Product Groups
The internet is a dominant sales platform. For a brick-and-mortar retailer, that means one needs to be as knowledgeable as possible about what you’re selling and why customers visit your store. If all you’re doing is selling merchandise, your business will not survive; what you have to sell is your expertise, providing credible advice that […]
It’s What You Know
Most consumers only visit your store if they have a need or a problem to solve. The reason could be as simple as stocking up on pet food or as complicated as having concern for an older pet’s health. What you do when a customer asks for advice could either lock them into your business […]
Negative Grades 2.0
You might wonder why the designator “2.0” appears in this article’s title. That’s because I wrote on this subject in July 2014, and I wanted to do an update. Much has changed since that 2014 article. As part of our vendor service, my colleagues and I visit a variety of aquatic and reptile retailers. When […]
Four Essential Buying Questions
What motivates customers to purchase the products you are selling? The answer to this question is simple: they will buy anything if they perceive the product to have personal value. Consider in-store signage and even social media to explain why people or their pets need a particular product. Successful merchandising is nothing more than telling […]
Customer Service that Matters
No matter your competitive prices and product selection, you will be no better than hundreds of other retailers competing for the same customers if you lack customer service skills. According to a 2014 study by NewVoiceMedia, an estimated $41 billion is lost by U.S. companies each year due to poor customer service. Have you ever […]
The Many Paths to the Customer
Even if you don’t embrace the concept of multi-channel branding, it’s coming whether we like it or not. Successful businesses will adapt to a changing marketplace. If you haven’t heard of multi-channel branding, it’s a business model that uses a variety of channels to enhance the end consumer’s shopping experience, including those who research before […]