Promoting a Helpful Environment:
helping your staff, your customers and others
Last night, I was revising this article I have been writing about “helping” and took a break to read about how the wildfires in the state of Washington are affecting a number of retailers. This morning, I had an email from a retailer in Virginia asking if I know of any way she might help those retailers and specifically, if I am familiar with the Heart on Main Street organization. I’m posting the Progressions of Help article below, but decided to address her inquiry first.
Yes, I am familiar with Heart on Main Street and I have full confidence in what they do to help retailers in need. I have donated to the organization and have been in touch with retailers they have helped following natural disasters in Florida and North Carolina. ~Becky
Here’s their latest initiative:
Learn more about the organization by clicking here: Heart on Main Street.
Progressions of Help: helping your staff, your customers and others
A helpful retail atmosphere is an intentional environment created via behaviors and systems that make customers feel supported and employees feel confident. A truly helpful retail atmosphere exists when customers sense competence and care. When that occurs, customers relax, engage, make purchases and view your business in a positive light.
How to create a helpful environment?
It starts with helpful staff management — As a store owner or retail manager, ask your sales staff “How can I help…?”.
How can I help you do your job better?
How can I help you feel more confident in your position?
How can I help you be more productive?
It progresses with helpful staff training — Teach your retail staff that greeting customers with How can I help? is very different than May I help you? Initially, it does not elicit a yes or no answer, but more importantly, it should always be their goal to help each customer get what they came to purchase. It’s a simple, but frequently overlooked mindset.
It continues beyond your retail door — Helpfulness becomes part of the brand experience when your customers know that you help others in your community. Use your communications — social media, newsletter, blog — to share your community involvement. Pro Tip: When presented authentically, such marketing is awareness, not bragging! Win. Win.
Specifically, what does a helpful retail atmosphere look like?