Why Should This Annoying Little Bell Be Banned Forever?

I see it all the time and it drives me absolutely crazy! The worst part of my rant is that you wouldn't believe where I've seen this antiquated little bell or what I like to call, a sad excuse for service.

Yes, believe it or not, this lonely 1950's iconic ringer shows up in many brick & mortar stores to this day. And not only in smaller local shops but in huge international retail stores!

Is it because they don't have enough staff? Maybe an employee had to use the restroom or perhaps the till wasn't busy and they left to go do another task? Well, I've got news for you, it doesn't matter as this antiquated cry for help must never be seen again!

Today, retailers must be vigilant in providing their customers with an amazing and unforgettable customer experience(CX)-but not in a bell ringing kind of way if you get my drift.

Competition is fierce both online and with local brick & mortar stores. Managers now more than ever, must be vigilant by providing the best experience possible to win customers over to grow loyalty and retention.

So why is forcing them to ring a bell so bad? Yes, you just read it- “forcing” them. Why should they have to ring, push a button or even pull a cord in the first place? Shouldn't someone be at the store greeting them, helping them with their queries and purchases throughout their shopping journey?

Most people are not as social as we may think. A recent survey in North America showed that 1 in 5 people have anti-social behaviour. By forcing them to ring a loud bell, they now have become the centre of attention. Everyone is now looking in their direction to see who is making all that noise! It can be embarrassing and uncomfortable for many people.

Why should we as customers be forced to "command " someone to come help us when they should be there waiting in the first place-especially at a checkout till. My lord, this is the final touchpoint where the store gets its revenue! Don’t you think it’s important that someone should be ready, willing and able to take our hard earned cash?

Do these shops want to create customer churn- losing customers due to attrition and defection from negative experiences? I think not.

So is there a modern replacement for the Bell? There's always an automated checkout but these can be expensive and buggy, often still requiring human intervention.

However, in today's world of AI and virtual assistants, there could be a simple solution for staff shortages or emergencies at checkout points.

What about simply having a sensor at the till that activates the teller as well as an automated voice that simply says, “We apologize for your wait, an associate will arrive to assist you within 30 seconds, Thank you for your patience.”

By the time the customer listens to the full apology, the teller has probably already shown up. Communication is key! If customers know what's happening they are less apt to complain about their experience. In this case, they would probably brag about it to all their friends how this neat AI message came on.

So, you're probably wondering which store this was. Well, let's just say that they are a huge publicly traded Drug Store owned by an even larger grocery chain. It’s one of my favourite Brands but even the Big Boys need a tune-up every once in a while.

The C-suite doesn't always see what’s happening in the trenches. They rely on management to obtain feedback, be vigilant and hyper perceptive. Managers must eliminate any customer Pain Points but also be creative and intuitive enough to grow positive interactions with their customers.

Simply removing this little bell, is one small but very effective step towards eliminating unnecessary customer churn. Making small changes like this one, will increase customer loyalty and hence profitability. There's always a better way, management just needs to be given the CX method and tools to find it!

The Not So Secret Art of Social Disconnect

I don’t have to tell any of you how quickly the invention of the computer and the Internet has helped us manage our lives more efficiently both at home and at work.  Technology is great, as we all know when it works. But are we really utilizing it to our full advantage?

 First, lets take a look at positives of technology. The achievements in healthcare have been far reaching. From new amazing prosthetics to non -invasive life saving surgical techniques, and cures for many diseases .The creation of 3D printing and Cloud based AI services have all been amazing advancements as well.

 The powerhouse invention, the computer and in particular the Smartphone has changed the world as we know it forever, and turned the world on it’s head. Just look how exponentially the web has grown. Has it brought the entire world closer together on a giant stage or has it methodically pulled us all farther apart?

 We now have so much choice at our fingertips. We don’t even have to leave the comfort of our sofa to sign up for Yoga classes, download our new Audible book, plan our next Air B&B vacation or even order our groceries online.  So what’s wrong with this you might say?

 Nothing really, except that we seem to have lost ourselves and perhaps our real identities somewhat inside one of the most powerful advancements in technology of our time.

 It’s not our use, but our overuse! Continually removing us from real personal social interactions. Have you ever tried talking to a live person when you have an issue with a company? You can’t even find a phone number under their Contact info. If you do, it simply redirects you right back to their automated guest service & back to their website. Round and round we go!

 So how does this relate to our interaction with staff at businesses around us? I’ll give you an example. My wife was recently at a prominent high-end grocery store exchanging two containers of organic lettuce that were spoiled. She got to the Customer Service counter where she encountered a blank faced clerk who simply asked for her credit card so she could refund her purchase. There was no dialogue or any apology on behalf of the clerk who just happened to be the Customer Service Manager if you can believe it. Due to the deadly silence my wife felt as if she had done something terribly wrong by returning the lettuce. When she asked the manager if everything was ok she simply said that I’m returning your money, isn’t that what you wanted?  

As a society, we have removed ourselves from the art of genuine communication.  Emails and Texting have become the norm and the preferred way of connecting. They can be wonderful tools when used properly. But in life, sometimes we are forced to actually deal with another human being. I’m afraid some of us have lost the art of social communication by being gradually & methodically removed from it without even noticing.

 How many times have you found yourself trapped in a texting conversation so long about such as important subject that your fingers start to cramp up! It’s crazy! People are breaking up their personal relationships by text and email, bullying each other and expressing their strong and sometimes offensive opinions online. Hiding behind every keystroke. The only person we seem to call these days is Siri!

 I don’t believe the dialogue would be the same in person if we had to deal with the immediate reactions and consequences that we would face. This is how we have evolved in such a short period of time. Technology is a wonderful tool, but with respect to perpetuating the evolution of positive societal connection, my belief is that we’re gong to run into some issues unless we reduce our addiction to it.

 Let me give you another example. You’re in your late 20’s, you just graduate from University with a Bachelor Degree in Business. Now it’s time to go out into the world and find your place. You have all the tools now right?

 You can explain verbatim about the difference between Keynesian and free market economics but can you interact with your piers in the workplace? Can you read body language? Negotiate? Are you able to tell if someone is not quite telling the truth by the inflection or nervousness in his or her voice?  When another team member calls you out in a meeting, how will you handle the situation? The answer is not very well I’m afraid.

 You’ve never really learned how to play this game. It’s not something you can learn online from an App after all. Technology has given us the Easy Way Out from having to deal with these tough situations.  How do we move forward as a race if we lose the real Art of Communication?  I think it’s going to get worse before it gets better unfortunately.

 Not only is the Internet desocializing us but its also shaming us, misinforming us and generally controlling us. It monitors and documents our every move & desire. Social Media does a really good job of helping us losing our sense of self: this is the last thing we as humans need help with! This has been well documented in many studies. However, the worst effect of social media and the smart phone is the fact that it’s reducing our sense of self-compassion, which can often result in depression and even suicide.

 Ok, so that was heavy I know but it’s a frightening reality that nobody wants to deal with. It’s just so damn easy and fun for some posting  & passive-aggressive comments online; for others, not so much I’m afraid.

 So, you’re thinking, I already know all this. I’m not really telling you anything new, right? Well, you’re probably right but the main thing I want you to think about is, what are “You” as an individual going to do to stop adding fuel to this raging fire?

 How do we stop this Social Disconnect from continuing and forever shaping our society? Have we gone too far? Is it too late to change our ways? It’s going to be incredibly onerous and a very tall task for all of us to get on board. We have to start with education. Focus on live interactive scenarios and more group discussion in the classroom and end with educating our children within the real world we live in.

 We need to spread the word by example, plan more meet & greets, make more phone calls instead of texts when needed (and yes, on Mother’s day, call your Mom- Please, No Texting!). Don’t hide behind every keystroke! I know it’s way harder to take the time to communicate but in the end I truly believe that we will become a society filled with better people getting back in touch with our kindest and most forgiving attribute: Self compassion & Compassion and understanding for one other.

The 5 Best Tips For Retail Success

All retailers strive for the same thing, profitability. But how do we achieve our goals when we are faced with constant competition from both local merchants and ecommerce stores? Well, We must provide today’s consumer with an overall “experience” in store.

When I review and critique a store there are hundreds of factors and checklists that I go through. But in this blog I just want to focus on the five most overlooked categories.

One. Presentation. Yes, this covers a wide array of items but many stores forget some of the basics such as cleanliness. You can have the most beautifully merchandised store with the most magnificent displays but if your front door handles are worn, dirty and tired looking, you’ve already lost a star before then even walk in!  Exterior & interior signage, point of purchase materials, ceiling tiles, flooring etc. must all be extremely clean and presentable. My father always walked by the kitchen if we went to try a new restaurant to see if the kitchen was clean and organized. Unclean washrooms tell the same story about ownership pride and care. If you don’t have time to do it then hire someone once a week that can!

Two. Ambiance. There’s nothing better than walking into a showroom that has a fresh clean scent, the right amount of ambient light, great soundtracks playing at the right level and clear sight lines. Too many times I walk into stores and turn right around and walk out. Not that I shop at Abercrombie & Fitch but when my kids wanted to go in I would have to wait outside due to the overpowering cologne scent spraying from the entrance. Access to merchandise also has to be readily touchable to provide customers with a tactile experience.  In store coffee bars or even a café will begin to emerge as we fight to keep shoppers loyal.

Three. Technology. The cool factor! Get with the program. If you don’t have a flat screen in your showroom you’ve already failed.  I pads for mobile showroom customer catalogue support or even 3-d viewing programs. Virtual reality and A.I. will be next as retailers limit the amount of inventory they stock and display. A current model desktop computer (I love iMacs since they are so cool looking) also shows that you are current and up to date.

Four. Customer Service. Any shop can make money without giving good service in a booming economy-but times have changed. In today’s ultra competitive marketplace, service is what separates you from all of the local and online competition. Staff must be experienced and very knowledgeable about the products and services they sell. I can’t tell you how many times I’ve left a showroom waiting for a quote that never arrived. If I’m coming into a store to purchase, the very least I expect is a return call or email response. If you say you’re too busy running the day-to-day operations then hire more people or get a more efficient calendar. If a customer calls or emails you, if you don’t get back to them within the hour you’ve already lost their confidence. Excuses will never cut it with consumers today.

Five. Specialization. There’s no way any one store can offer everything. You must decide who and what you are and whom you want to cater to. Target your audience both with merchandising as well as your advertising using social media. With today’s drill down techniques anyone can go after a very specific niche market. If you try and be everything to everyone you will ultimately lose. You don’t have to look too far to see all of the Department store failures over the past ten years with more yet to come. Find out what you do best and differently from the competition and be a category killer!

Written by David Adelman, Founder and Owner of The Adelman Group