February 2024 NEWSLETTER
Does your retail team have the butterfly effect?
I was shopping in Ikea last week with my 10 year old daughter. A wet day, school holidays, trolleys, sense of humour runninglow - you get the picture.
Our reason for going was to get a $3 wooden phone holder. We find the location where the app tells us 1278 are in stock but none to be seen. I spot a rare, yellow shirt clad team member and ask where they are. She says they’ve been moved upstairs. Hassle. Resigned to a 15 minute detour, we push on.
30 seconds later, the now smiling, sparkling eyed team member taps me on the shoulder. She’s holding a wooden phone holder. ‘I found one for you to save you going upstairs’.
Bang. There it is. The reason I love retail. A human being finding joy in helping another human being.
The phone holder is now in its new home and every time I use it I remember our joint smile.
The butterfly effect is the idea that small, seemingly trivial events may ultimately result in something with much larger consequences.
For me retail is just that. It’s never been about the wooden phone holder, it’s about the joint smile. When brands make this their focus teams walk taller and customers return.
If you’d like to level up your team’s ability to create the customer experience you want to be famous for, contact us here
RETAILER OF THE MONTH
Are you a retail pioneer?
Patagonia bravely close their stores and give their teams a paid week off between Christmas and New Year.
The reason – ‘Our teams need a break’.
It’s a bold move that must make their teams very happy which we know will make customers happy too.
LOVE NOTE
See you in store soon
Love, Claire, Janelle and Aba