Educating your staff makes for better retail? Ask London Drugs!
Does educating your staff make for better retail? For myself, this is a pretty easy one. Of course it does! It has to!
Is this a biased post that is going to make London Drugs look good? You could bet on that one!
I am writing this from my hotel room in the @Westin_Whistler after completing day 1 of a grueling 2 days of educating the @LondonDrugs Assistant Store Managers and Department Managers of General Merchandise on what is “new and exciting” this coming Christmas Season at London Drugs. What is going to be important to focus on, and what our customers want and expect of London Drugs people. Believe me, they want and expect a lot of LD employees – and this show gives the staff the tools to provide the best customer service possible!
This particular show is part 3 of a 3 part education series that London Drugs provides to its management every Fall.
The first week of October in Whistler saw vendors from the “hi-tech” side of the business educate the Computers, Photo Electronic and AVS Managers and Assistant Mangers. What’s hot and what’s not.
This week we have the Cosmetics Managers being given the “what’s new” by over 30 of their vendors; and we have the Assistant Store Managers and the Department Managers of the General Floor being given the “Christmas Fun Focus” by over 40 of their vendors and much of the buying group from Head Office. Yes, the stores get to read my spiels on the blog, and they even get a chance to enjoy me live!! Poor folks!!
Ok, so why write about this? As usual – Why should you or anyone really care?!
I think this type of dedication to store learning is a very compelling reason for Western Canadian consumers to shop London Drugs this season or any season for that matter. London Drugs does care. That’s why you write about it.
I know, I am going to get the typical, “Ya right – all they care about is selling and making money”!
To that, I respond; Well no S#$T Sherlock! Of course it’s about the money and selling – this is retail! What else would this be about?
But, I can also honestly respond; I know of no others who have staff, vendors and senior management that truly care more about learning about the products in their retail stores, than this group. The convention centre at this event is buzzing with excitement and enthusiasm. There is a willingness to learn, and there is an incredible desire to give London Drugs consumers, this knowledge learned, so that the money London Drugs consumers do spend in retail, is money well spent. No one should buy the wrong stuff because they could not get the right help during their purchase. No one should have to return a product because the right staff could not answer some basic questions about the products in the stores. London Drugs really does strive to give their consumers a superior shopping experience.
Are they perfect and fault free? Be serious – who is?!
Are they arming their staff with the tools to minimize mistakes and maximize the purchasing experience? For sure!
Keep up the good work LD! That is why you still can’t rid of me after 20 years!! It’s really hard to leave people that you really like and really respect!
Enjoy some pics of some of our harder working staff and vendors.
Ciao for now @kootenayborn