Management by walking is a style of management that favors barrier-free chance encounters and face-to-face interactions. Nowhere is this more effective than in brick-and-mortar retail where the only outcome that ultimately matters, the end result of every other initiative and program, is whether the customer experience in the store is conducive to sales. Are your … Continue reading Management by Walking
Scoring a store's compliance with operational, merchandising and service standards can elicit emotionally-charged reactions. Most operators/franchisees take pride in their work and can struggle with a disappointing audit score and district manager guidance. Was the district manager too harsh or unfair? Is my store really lacking in certain areas as the audit's score, notes and action plan suggest? It … Continue reading Managing Retail Audit Expectations & Dealing With a Low Score
The social media landscape is a powerful enabler for personal and professional advancement. It is however heavily fragmented. There are many networks and platforms to choose from. There is also a fair bit of “noise” in online communities: over-the-top self-promotion, irrelevant content and spam. Where can a retail professional network with peers and find relevant, … Continue reading Connecting Retail Operations Professionals
At the heart of any successful retail audit program lies a well thought-out, field-tested form. A form is a collection of operating standards and best practices. What goes on the form is a reflection of what matters to the brand at a given point in time (strategic initiatives, seasonal programs, etc…), what it is required … Continue reading Retail Audit Calibration – Purpose and Best Practices
Structured form data and the district manager's own experience and personal touch (aka heuristics) are sometimes presented as alternative methodologies for the purpose of retail audits. Structured data consists of largely yes/no answers to mostly static questions on a form. When a district manager fill-out a form that rates the store against the brand's standards and … Continue reading People vs. Forms – Retail Performance Requires Both
In-store execution is known to drive sales and cut costs. But for these and other known merits of execution, how do you actually achieve it? 1. Seek clarity Define and describe standards clearly and unequivocally. This point seems obvious but is often overlooked by overly succinct, sometime cryptic, copy used to define operational standards. The description … Continue reading 10 Ways to Improve Store Execution
Compliantia is proud to be featured on Retail TouchPoints today (March 24, 2011). Below a snapshot of the article. You can read the complete article, on the Retail TouchPoints website. Concept The process of retail auditing (also known as store visits and store walks) can be a daunting, manual task. Some organizations have devised their … Continue reading Retail TouchPoints Solution Spotlight: Cloud-Based Compliantia Helps Retailers Streamline Auditing and Manage Compliance
On this blog, we often argue that retail audits drive sales, increase customer satisfaction and mitigate risks in multi-unit retail. But how exactly will retail audits benefit you? Here are some of the benefits you might expect from retail audits, grouped by role. Head Office Lower total cost of ownership than Excel™ and paper-based visits. … Continue reading Who Benefits from Retail Audits?
Did you know there are highly efficient, largely automated systems for conducting retail audits today? Some organizations devise their own system, one or more "checklists", usually in Excel. Is it cost-effective? Let us compare how much retail audits cost, with and without retail audit software. Excel and Paper Audits Audit Preparation Audit preparation consists of scheduling the … Continue reading How Much do Retail Audits Cost?
At a recent focus group, a participant's comments really caught our attention. The participant, a professional woman in her late 30's, told us she stopped going to Brand "X" restaurants (we never disclose customer or brand names) because her local Brand "X" location was under new management and standards had gone down. From a brand … Continue reading When Brand Ambassadors Hurt the Brand