Recently I’ve been mulling over the role of ATTITUDE in the resale industry, well any sort of retail, not just the secondhand division.
So many consignment shopkeepers just seem to dwell on the “latest bad news” that I have been throwing up my hands in frustration, knowing that their ATTITUDE is permeating their shops and depressing their customers. And in addition to dissuading shoppers to SHOP, an attitude of helplessness and hopelessness can lead to bad decisions about the shop’s promotional activities and attaining goals and aiming for future plans.
The funniest thing though: More people are looking to find a consignment or resale or thrift shop in their area than ever before (well, since the last downswing of the economy).
A tough economy is a BLESSING to the resale market from both angles:
supply and demand. NEW CUSTOMERS can be “captured” and educated and nourished along…if you have the right ATTITUDE. Traffic at HowToConsign.com is up an astounding 45% in the last two months. But what might these new, potential suppliers and shoppers find when they venture into some shops?
Mopers and defeated owners? Sad and on the edge of giving up? All too ready to commiserate with these new faces, “Ah yes, everything’s terrible. So what’s the sense of enjoying yourself with a little $10 or $20 frivolity from MY shop? Go home and hide in the bomb shelter.”
Since when does agreeing with your customers that they can’t afford to buy anything from you do anyone any good?
Doom and gloom do not sell, believe me. You need to be positive. You need to be proactive. Why, just today, someone said (and I quote) about $4 a gallon gas:
I am expecting more people in each day but not finding it to be true.
Well, sitting in your shop expecting people to materialize out of thin air, and complaining to them that times are tough, and forecasting the end of the world as we know it, and p*ssing and moaning, will not help business one whit.
You need to be positive. You need to be proactive. I guarantee it’ll make YOU feel better…and just imagine the magic a positive attitude will have on YOUR clientele.
Kate,
I’m a little behind in reading your blog, but I’m so glad you wrote about this. I feel awkward posting on sharing that my sales have increased this year when so many shop owners are stressing over how much their sales are down. My goal for this year was to increase my sales by 10% over last year. My manager wanted the goal to be 20%. We are up 41% over last year so far. I have paid for less advertising than ever before, but more and more people are finding us because their freinds are telling them about us. I am trying harder than ever to present the store in the best way possible to make people more comfortable shopping. I love getting to know my customers and enjoy talking with them. I hope that is what is showing and is helping them want to come in as much as the wonderful items we sell them. Attitude is everything. A bad attitude is way more contagious than a good one. I just try to stay positive. Thanks again for being here and helping all of us try to have the best shops we can.
Sincerely,
Julie
Repeat Street
Well said, Cathy and Kate.
I just paid $50!!! to fill my Volkswagen bug, and I drive about 25 miles each way to get my hair cut once a month. I’ve been doing this for 8 years. Could I have my hair cut just as well 2 blocks from home? Absolutely. I drive those miles for the way my hairdresser makes me feel. We laugh and we cry together. But mostly we laugh. She knows my family and asks about them. She remembers small details about our lives. We talk about nothing and everything, but never gloom and doom subjects. I look forward to that visit all month, and I feel like a million bucks when I leave. It really has nothing to do with that new cut and color.
This is the way I want our customers to feel when they leave our store. I tell our employees all the time that our customers can shop elsewhere. I’m sure there are shops with better prices and better selection. But if they leave feeling happier than when they come in, they’ll be back.
I know that in our store, attitude starts with me. I’ve been distracted by other matters lately, and thank you, Cathy and Kate, for reminding me that I need to “get back on the floor” and enjoy our customers. When I can make someone else’s day happier, it makes mine happier too.
See, that’s what I mean about sometimes people say it better than I can. Cathy said:
THAT’s what’s needed for happy, relaxed, enthusiastic customers in your shop. And what’s needed is a way for YOU as a shopkeeper, to keep that joyful spirit going. Whether it’s upbeat music, colorful garb, or a smile… use it to put some sunshine in your customers’ lives and the glint of gold in your coffers.
HEY! That’s my shop…cool!
I have this awesome dad, who loves to feel useful and help me out at the shop, takes out the garbage gets rid of no thank yous etc.
I love him dearly, but just this week, the computer shop owner from next door came in to chat and he and my dad got into the whole “something’s gotta give w/ these high gas prices” conversation. UGH!
After the computer guy left I told my dad I love him, but if he’s gonna complain he can’t do it in the shop. I won’t have it….it ruins my business and I’ve worked to hard to fall apart now.
Yesterday my college aged daughter, home for the weekend, worked at the shop, and we had a record sales day. Every time she comes home and works, sales are thru the roof. Why? She has a smile a mile wide, nothing bothers her, she’s happy and it rubs off on people. For months to come customers will tell me they got to see her and what a great kid she is…they remember her kindness, and her joyful spirit long after they leave the shop.
Thanks for posting my blog on your blog, Kate, and for your kind words, it means a lot to me.