Andrea Waltz is President of Apt Retail and publisher of Accelerating Retail Performance. Her articles have been featured in numerous retail trade magazines and newsletters. A recent survey conducted by MOHR Learning, a major American training company headquartered in Ridgewood, New Jersey, asked retailers to rank specific topics in order of importance when it comes to training. The results, quite frankly, were as expected. Retailers are still putting the cart before the horse.
Most retailers have their priorities mixed up.
Improved Customer Satisfaction and Customer Retention are the results of focusing on your people. I once worked as the training director for a large department store in Beverly Hills, California. The general manager came to me late one afternoon and said that the president of the company was flying in from Dallas to visit the store the very next morning. At nine o clock sharp the president arrived. But why don t we start with the lunchroom.