Retailers

Workshops Available:

REWRITING YOUR CUSTOMER SERVICE STORY

To meet the needs of a modern customer, and to be competitive in a fast-paced and internet-heavy market, traditional service needs an upgrade. Such a revamp requires a shift in the team’s mindset.

Details: In this interactive workshop, Tom will deconstruct the customer service experience into five manageable (and actionable) sections. Each section will conclude with a breakout session. Participants will learn strategies to better serve a wide range of customers. They will also leave with tools that ensure content is retained.

Objective: reframe the service experience. Deepen customer connection. Create team cohesion. Increase staff retention. Provide training tools for ongoing implementation. Increase average ticket and UPT. Improve overall profitability.

Audience: All staff members will benefit from this training.

AV and Set-Up Needs: Projector and screen. Enough tables to comfortably accommodate participants for large group instruction and small group break-outs.

Duration: Approximately 4 hours depending on group size. An abbreviated session (2 hours) is available but it will exclude small group breakouts and leave limited time for mid-session discussion.

Follow-Up: All participants receive 3 months of follow-up with Tom.

Contact Tom for more information!

 

LET STORYTELLING DRIVE YOUR CULTURE

Often the folks who interface with customers indirectly live on an island. They don’t feel like an integral part of the team. Fact is, the back of the house employees play a critical role in the store’s success. Their stories must be shared in order to be understood. When we know each others’ stories we’ll work better together.

Details: In this interactive course, Tom uses storytelling to deconstruct and highlight individual roles. Participants workshop various topics while learning more about each others’ stories. This class discussion-heavy and meant to be as much team-building as it is informative.

Objective: Create team cohesion. Understand colleagues’ roles and responsibilities and how they affect each other. Provide tools for ongoing collaboration. Tighten the connection between floor staff and non-floor staff.

Audience: Course is designed for back-of-house staff, but it applies to the entire team.

Duration: Approximately 3 hours depending upon group size.

AV and Set-Up Needs: Projector and screen. Enough tables to comfortably accommodate participants for large group instruction and small group break-out discussions.

Follow-Up: All participants receive 3 months of follow-up with Tom.

Contact Tom for more information!

 

APPAREL…WHY BOTHER?

Selling apparel (and accessories for that matter) is an ongoing challenge. You know you need to do it, but you find yourself wondering if it’s worth the hassle. Fact is, it’s your biggest opportunity and it’s staring you in the face. Time to make it work for you.

Details: In this interactive workshop, Tom reframes your purpose of carrying apparel while attempting to rewire staffers’ habits. Attendees participate in open discussion, role-play, and scenario-based practice. This session relies on post-session implementation (see * below).

Objective: Make your store the apparel go-to. Fully outfit customers. Become as much an apparel shop as you are one for your key products. Sell way more apparel.

Audience: All staff.

Duration: Approximately 3 hours depending on group size.

AV and Set-Up Needs: Projector and screen. Enough tables to comfortably accommodate participants for large group instruction and small group break-outs.

*Follow-Up: Trainees will commit to a daily goal and create a plan to hold each other accountable. Tom will personally follow-up with each participant 4x over 3 months.

* (Optional) Implementation Assistance: Tom offers a monthly, three-part, webinar workshop. Each 30-minute webinar addresses specific training topics that keep the training top-of-mind. Lack of follow-up is why most trainings don’t stick. NOTE: this offering comes at an additional cost.

Contact Tom for more information!