Learning's from Retail
Learning's from Retail
Last week I visited Reliance Smart at one of the prominent malls in Mumbai. It was an unplanned visit and I just went for some window shopping.
During the visit I found the staff was not very attentive even when many customers were not present. I found staff members were busy chit chatting and not paying attention to customers.
I asked for the particular SKU from one of the staff members, she checked randomly that it was not available but when I personally checked it was lying there only. I told the staff about the same but she was least bothered.
This really deteriorates the experience at the Retail Stores and may impact the walk-ins or I must say quality walk-ins.
I have found Retail employees of DMart much more attentive as compared to Reliance.
I have spent some time in Retail in my career and know the basic hygiene in retail. This experience was quite contrasting to similar other brands.
It made me again ponder about the importance of setting the right SOPs, training module and mystery audits in Retail.
In one of my previous organizations everyone at all the levels have to mandatorily have to undergo Training before joining Retail Vertical.
Retail is the face of the organization and requires immense focus and detailing in setting up the processes. Every organization should focus on these basics to have a delightful customer experience.
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