One Way to Get Your Staff 'On-Board'
I am still out of town at conference (all
day, every day for the next week)... and just had a few minutes to pass on
this update before the events of the day
In my last update, I mentioned an article in
the USA Today about retailers that really LURED
customers to shop and spend with them.
It reminded me of something that you can do to
create an environment that better causes folks
to shop and spend at YOUR location.
Today's lesson is about a DRILL that will help
your STAFF better understand the impact THEY
have on prospective customers.
When you use this drill, they will better SEE
how THEY are perceived by the customers that
walk by all day.
It's simple and easy... and fun... and just
takes a few moments with each staff member.
It works like this:
When you have a few free moments at your
cart or kiosk...
... simply send one of your STAFF members
down the hallway about fifty feet... and ask them to approach your cart or
kiosk AS IF they were a customer.
Ask them for them to SEE what a customer would
SEE... NOTICE what a customer would NOTICE... and
FEEL what a customer would FEEL as they approach
Then... YOU play the ROLE of a staff member working
at your location.
Now, here's the key. Have your staff member go
down the hall and then do this exercise TWO or
The first time or two... you ACT as if you are
the worst staff member possible.
Make the worst possible mistakes your staff
members typically make.
For example... you might pick up the phone
and pretend to talk to someone and ignore your
customers... or perhaps you sit down and put
your feet up on the cart... or jump out and
'accost' them with an approach... or...
... whatever it IS that YOU have seen YOUR
staff do... and that you DON'T want them to
Then, the LAST time they come down the hallway,
act as you would want an IDEAL salesperson to act.
Once you have finished with this exercise, ask your
staff member to share with you THEIR impressions... what they noticed each time they walked down
the hallway, and how they FELT.
Doing this exercise will many times result in
DRAMATIC realizations by your staff members.
Many times your will find they INTUITIVELY understand
what is appropriate when they step OUT of the role of
employee... and view the situation as a CUSTOMER would.
You may find THEM telling YOU what is appropriate
behavior rather than the other way around.
What a refreshing change from the alternative, which
may be YOU telling THEM what to do!
This is a SIMPLE and FUN drill to help give your
staff members a sense of how THEY are perceived
by the folks in the mall!
It can often trigger a shift in how they behave
at your cart or kiosk... and result in a more
productive sales team!
The Kiosk Expert
P.S. For details on how to start a mall cart or kiosk, consider purchasing the 'Ultimate Guide to Specialty Retail - How to Start a Cart, Kiosk or Store' at: