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Physical retail: it’s still all about service, and it always will be…

I’ve written a blog piece for Retailer Solutions, reflecting on some timeless truths around customer service.  You can read it here.

I’ve been working in retailing for many years, and throughout the time, commentators, trainers, coaches and indeed CEOs have continued to return to the importance of customer service.  And yet, still, as a nation, we really aren’t very good at it.  On a day-to-day basis, the apparent “cost” of providing good, one-on-one service – in terms of people, time and training – still doesn’t appear to be worth the bother, for operators in big chains, and for owner-managers too.

The high street renaissance may be dependent on rebalancing the landlord/tenant relationship, weaning councils off their addiction to critical parking charges, or making the business rates regime fairer.  But if customer service is still poor, then sayonara, shopkeepers – and the retailers will only have themselves to blame.

Retailer Solutions is an initiative driven by Enterprise Ireland, the organisation responsible for the development and growth of Irish enterprises across the world. Enterprise Ireland is a champion of innovation, and can provide retailers with access to emerging technologies from Irish companies with world class solutions for retail. 

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