top ten tips attention to detail

ninetypercentunused2011 WWW.NINETYPERCENTUNUSED.CO.UK

Attentionto detailProtecting your

retail environment


We visit dealerships in many different countries and are often disappointed to see poor attention to detail

Managers don’t seem to understand the impact this has on their customers experience

Or their staff

Or their profits

Here’s what we recommend you do about it


Top Ten Tips – Attention to detail1. Walk the job every day

2. Visit your competitors three times a year

3. Stay clean and tidy

4. Remove damaged or faulty items immediately

5. Throw away old point of sale materials

6. Do not allow personalisation of public workspaces

7. Pay as much attention to storage as display areas

8. Wear standardised clothing & name badges

9. Never allow eating in a public area

10. Rotate your displays weekly


Top Ten Tips – Attention to detail1. Walk the job every day• Walk round your business with your eyes open• Walk round everywhere and say hello to everyone• Ask people why things look the way they do• Make sure they understand your expectations• See the big picture – does it look like you care?• Use the customer entrance – what are your first

impressions?


Top Ten Tips – Attention to detail2. Visit your competitors three times a year• Look for changes• Compare first impressions• Compare signage & directions• Look at Sales desks and paperwork• Look at Service and Parts desks • Look at display standards in the showroom• Look at parking arrangements


Top Ten Tips – Attention to detail3. Stay clean and tidy• Ensure your cleaners have a written schedule• Remove litter, cups and papers during the day• Check you outdoor displays every day• Clean your showroom windows every 3 weeks• Clean your floor every week after rearranging your

displays• Clean up wet floors immediately• Empty bins daily• No recycling bins in the public areas


Top Ten Tips – Attention to detail4. Remove damaged or faulty items immediately• When some thing gets damaged, don’t let a

customer see it, move it out of public areas• If it is a part of a fixture or fitting, remove the whole

item• If it is not possible to remove it – target getting it

fixed within 5 working days, don’t leave it!• If you are not going to fix it, throw it out NOW• Keep touch up paint available for walls in public

areas, cover marks and damage the same day


Top Ten Tips – Attention to detail5. Throw away old point of sale materials• Point of sale materials are only effective if they are

up to date, clean and strategically placed• Remove clutter from the desk tops and tables• Damaged POS should be removed• Check each month that the offers are still current• When your head office sends new POS, throw away

the old stuff• Never show POS featuring old models or

promotions


Top Ten Tips – Attention to detail6. Do not allow personalisation of public workspaces• Workspaces where you deal with customers or just

in view of customers should never be personalised• No pictures, funny sayings, lucky mascots or even

phone lists• You may display certificates of achievement or

membership if they are framed and on the wall• No spare clothing, coats, shoes, handbags or

packages should be visible to a customer• Ring tones of personal phones should be muted or

restricted to standard tones


Top Ten Tips – Attention to detail7. Pay as much attention to storage as display areas• Workspaces get cluttered if staff don’t have

adequate storage, it simple really• Provide somewhere secure for personal

possessions, bags, and coats• Keep keys, paperwork, trade plates, jump leads

and battery chargers safely away from customer areas

• If you have files or folders on view, make sure they are all matching (ideally branded)


Top Ten Tips – Attention to detail8. Wear standardised clothing & name badges• People need to know who works for you and what

their name is• Work wear should match your customers

expectations; Suits for customer facing staff• Industrial clothing for staff who will get dirty in the

normal course of their jobs.• T shirts worn under overalls must be plain and

match the colour scheme• Badges should be worn at all times


Top Ten Tips – Attention to detail9. Never allow eating in a public area• Staff need to take regular breaks away from their

work station or desks – this is when they should eat and drink

• Food smells should not enter the customer areas unless you have a cafeteria or snack bar for customers

• Sweets, snacks and chewing gum have no place in our retail environment

• Cigarette packets should not be visible, even in pockets


Top Ten Tips – Attention to detail10. Keep your displays fresh• New vehicles in the showroom• The front row of your used vehicle display must be

changed weekly• Accessories must be rotated and changed weekly

to maximise the effectiveness of the display• Special offer posters have a “one visit” life span,

rotate these monthly


Top Ten Tips – Attention to detail• These practical, easy to understand guides help

mangers control their retail environment.• We use tools like this to make businesses understand

what is expected by their customers.• If you would like to find out more about the work we

do, please get in touch using the details on the last slide

• You can use this presentation in your business free of charge, but please don’t distribute the contents as your own work.

© 90% Unused Ltd 2011


Tel: 0845 549 9045

Web: www.ninetypercentunused.co.uk

Email: [email protected]

90% Unused Ltd2 Church WalkPinchbeckSpaldingLincolnshirePE11 3RDUnited Kingdom

© 90% Unused Ltd 2011

http://www.ninetypercentunused.co.uk/

mailto:[email protected]

top ten tips attention to detail

Business

tips attention

poor attention

public arearotate

faulty items immediatelythrow

tidyremove damaged

yearstay clean

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detailmanagers dont