The Basics of Appearance and Service:
If you're genuinely committed to growing your business, being a valuable asset to the community, and maximizing your business potential, here are my essential guidelines:
Curb Appeal: It all begins here. If the appearance of your site looks neglected or unsafe, you're losing market share, plain and simple. Ensure the following are tended to as if your livelihood depended on it:
A. Is your price ID illuminated, functional, and displaying all numbers with well-maintained poles?
B. Is your canopy paint free from fading or peeling, and are bollards free of chips and fading?
C. Are your dispensers clean, with proper signage, and functioning nozzles? If one is out of order, use a plastic "out of order" sign instead of a bag.
D. Are potholes filled? When was the last time you pressure-washed and scrubbed the concrete?
E. Are all the canopy, parking lot, and building lights in working order?
F. Is your grass neatly cut, weeds eradicated, and curbs free of litter?
G. Never let your trash cans overfill, as it leads to more garbage spillage.
H. Are your windows clean and uncluttered? If more than 25% of your windows are obstructed, you're doing it wrong.
Interior: This is where we generate revenue.
A. Ensure your shelves are well-stocked, items pulled to the front, and shelves faced, just like in a grocery store.
B. Bathrooms are crucial and often overlooked. Clean or inspect them hourly, supply them with paper products, and ensure they are in working order, graffiti-free, and easily accessible. Major chains have built their reputation on having spotless bathrooms.
C. Maintain cooler doors meticulously, cleaning them multiple times a day. Don't allow vendors to clutter your doors; it's a significant mistake. Keep cold drinks up front, always faced, and shelves should never be empty.
Customer Service: Recognize that we operate in a competitive market. Many of your competitors sell similar products, but it's the impression you leave that matters.
A. Greet customers with a simple "How are you?" and a smile when they walk in. This simple gesture sets you apart from nearby stores.
B. Invest in uniforms. It may seem trivial, but every industry leader understands the value of looking the part.
C. Address customers by their names if you know them. Look for clues on their credit cards.
D. Automatically put customers' purchases in a bag. Don't ask; just do it. If they don't want it, they'll let you know.
Most of these actions are cost-effective and can be implemented with minimal expense or by optimizing your existing workforce.