Judging by the reported figures today, at the United States retail industry is healthy growth and feel happy holiday. Report of the Department of American commerce sales retail November Retail inventories figures show growth. The S & P Supercomposite trade retail index has outperformed the S and P 500 by 14%. Consumer sentiment is an upward trend.
It is concluded that, when the numbers of the retail industry are healthy, the retail industry is healthy. And that is largely true, a conversation at the table to my left in Starbucks (SBUX) this weekend I was reminded of retail health industry is a holistic State of being, is not only a series of quantifiable measures.
I sat next to a man who was quickly found, had committed on the direction of blockbuster (BBI) team in the 1990s, and was one of the leaders of the expansion of the chain at the time when he was growing rapidly. That the blockbuster expansion plan was missing my Starbucks neighbor explained, was a plan of people. The company knew how to handle the number of material possessions - immovable property, inventory, equipment, etc. - but he had not yet made a strong strategic plan for its human assets.
I then heard, in fascinating detail, how my Starbucks neighbor applied what he learned about the part of persons of his working time as a member of the Dave Thomas Wendy (WEN) retail company management team at its new blockbuster position. This is the part of the plan that he thought people blockbuster helped to open stores successfully at a rate of two per day for a few years in a row. And the hyperfocus on part numbers of the undertaking which has subsequently led the team management blockbuster to make decisions that propelled the company to its current path which apparently ends its own demise.
My Sunday morning in detail continues when my Starbucks neighbor described how he took his Wendy and blockbuster experience Organization emerging Starbucks and how needed to win the confidence of Howard Schultz and Starbucks who did not want to Starbucks to deteriorate into a string of core cutter stores management team, generic, history lesson cookie. Starbucks-table-neighbour-guy spent his days as a Starbucks Executive work and sitting in established West Coast Starbucks stores, attention to the part of the Starbucks business people.
At the time he thought, "if I can understand that the Starbucks experience is, I can write." And if I can write it down, then I teach. »
Only after that it could open a Starbucks store in New York, who had the same feeling as a Starbucks in Seattle Schultz allow expansion take seriously, Starbucks-table-neighbour-guy. A decade later, Starbucks has been forced to close stores and dismiss employees thousands because somewhere along the line, it has become the hyperfocused on the part of the company, who led the team management decisions which the chain on a path that could have ended his own disappearance, numbers had Schultz not come out of retirement to make radical changes.
(The greatest lesson of detail that I learned on Sunday morning was to be cautious and what you say about a cup of coffee at Starbucks because you never know what the person sitting next to you is striking while you're talking about).
Growth of the retail trade and health retail same thing?
In every industry from retail to the United States digital as well as to the United States retail industry can be measured, is in a State of growth, the holiday season. But growth is not the same health and my personal experience as a consumer retail indicates that the part of people in the industry from retail to the United States can does not also good santée the part numbers of the retail industry this holiday season.
My online purchase great action Thanksgiving this year was for a new smartphone, which I got from BestBuy.com (BBY). The command line and the shipping process was hassle free and in a timely manner. He could not been easier online shopping experience.
When I opened the phone and to activate it, I received a message that says: "Please return to the retail store where this phone to be activated or scanned." This required driving me my free internet purchase hassle at the nearest Best Buy, which is a round-trip an hour without holiday shopping traffic. Once again, I learned that warehouse Best buy had failed to scan the barcode on the bottom box smartphone, and consequently, phone seems to be stolen from the cellular service provider.
It took Best Buy committed-de-la-holiday customer service employed several consultations and approximately 20 minutes to find out how to resolve the problem. It has been polished, the situation has been corrected, but when I walk to the Bank with a second new smartphone in hand, I was not really interested in my next transaction with Best Buy retail.
What was missing from the return transaction was the awareness that an error of Best Buy had costs 80 minutes of time client and recognition that the time a customer has value. What was missing was a link between the retail and retail sales experience transaction. What was missing was an apology. What was missing was the part of the population. And we know what happened to compete with Circuit City when she decided to forget about the part of the population of its operations.
I was talking to one of my clients told me that when she was a McDonald (MDC) store manager for decades, she could draw employees out of the flying registry if they used the expression "is that all the?" during the part of the command experience driving. The term preferred (and required) was "can I get you something?" considered as an expression of hospitality and appreciation. It expressed its belief that "is that all the?" which seems to have standard operating procedure to drive service every day, is a landmark unpredictable orientation of the retail industry as a whole.
"Is that all the?" is the phrase that gets around faster than driving, but in his view, car is also the expression which proves that the portion of the population has been stripped systemic experience in retail sales.
Number of successes in the retail industry is important. The part of the population is also (if not more) important. There is a reason for the Christmas shopping season, and it is not only on the number. This is a good thing to receive a reminder on a Sunday morning.
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