There are many important tips to give to holiday shoppers, with even greater urgency this year. With so many people struggling this holiday season, it is without doubt that this will bring out a criminal element, as well as more stressed out shoppers that will take advantage of holiday shoppers.
1. Keep your purse and or wallet on you at all times. I see far too many shoppers, especially women, who put their purses in or on their shopping cart. It only takes one quick glance away for that purse to disappear. Every holiday season I would have customers frantic that their purse was stolen with money, credit cards, personal information, once even a piece of jewelry valued at over $100,000! Keep it on your shoulder, in your hand, strapped across your chest.
2. Try to keep money and credit cards tucked away securely, not in pockets that could easily be "picked". As an ex-retail manager, I have seen loss prevention demonstrate to myself and my team how very easy it is to pick pockets with an accidental "bump" or "brush". I have watched countless surveillance videos in which people are being robbed of hundreds, even thousands, of dollars without any knowledge. These people work fast and if your pockets are empty, they cannot prey on you.
3. Be aware of your surroundings, and if you will be shopping at odd hours when it may be dark or with fewer shopppers out, shop with a "buddy". Be aware of people lurking in parking garages, park directly under the best lit areas, and the buddy system is ideal to stay safer. Try to park closest to the doors of the anchor retailers, or major entrances. These are areas that are on electronic surveillance and the "bad guys" steer clear of any area where they could end up on camera!
4. Have a sense of the crowd around you. If you are in a line waiting for a retailer to open, or waiting for a special promotion, be very aware of the mood of the crowd and if you have any sense of the crowd being out of control or unsafe, you are better off walking away from that "deal" with your safety and well-being intact!
Reuters is reporting: "NEW YORK (Reuters) - A Wal-Mart employee in New York state's Long Island died on Friday when a throng of shoppers surged into the store and physically broke down the doors, a police spokesman said." Furthermore, "Four shoppers, including a 28-year-old pregnant woman, were also taken to local hospitals for injuries sustained in the incident, police said."
How incredibly sad and tragic. But not terribly shocking. I, too, have had employees injured in surging crowds. There is nothing, absolutely nothing, worth that risk. Best yet, just stay away from those crowds all together. While it is great to get one of those loss leaders, you need to remember that most any retailer will try to honor to the best of their ability a sale price. Even if you did not get to that super cheap digital camera, ask a manager what they could do to discount another.
5. Keep your kids with you at all times. I have dealt with one too many panicked parent looking for a child in a holiday crowd. Why? They let their child go to the toy department or somewhere else alone in the store. Thankfully, the child was always found, but not after a lot of stress and a lot of tears. Retail employees are not babysitters.
Stay safe while shopping this holiday season, these are just a few ways to ensure the safety of your money, your identity, yourself and your loved ones.
Friday, November 28, 2008
25 Holiday Shopping Tips for the 25 Days of Christmas: Tip #5
After over 15 years of retail management, I have worked for retailers in good times and the not-so-good times. In fact, my first retail management position was the The Broadway (remember them??!!) and I began working there when they were already in Chapter 11. I recall going into some of the stores that we began to close to transfer inventory to stores that were planned to stay open. I was recruited to work for another retailer, so I was not with The Broadway when they closed their doors for good. However, I did buy a lot from The Broadway when they were dramatically marking down and liquidating inventory.
HOLIDAY SHOPPING TIP #4:
Shop for killer prices from retailers going out of business or closing stores.
With this tip, however, comes a cautionary note. You can find great prices, but you will have little to no recourse should what you bought not fit, not work or be a duplicate item. I have already heard many anecdotal tales of incredible deals that are out there from a wide variety of retailers that are struggling or closing for good. With that "deal" comes the realization that it is pretty much a "final sale"!
This is a great time to buy basics, buy what you know will fit, and buy things that have reliable manufacturer warranties. For example, if you were to purchase an electronics item from a retailer going out of business, you may have a solid year of manufacturer coverage anyway.
Tip: This can also be a great time to "shop ahead". When I worked for one retailer, I would often buy post-holiday clearance toys as birthday, even Christmas, presents for the year ahead. If you see great deals on digital cameras, mp3 players, digital frames, clothing basics, etc., I would buy them now and have them as presents you can give all year long. You can enjoy these savings for weeks and months to come!
p.s. Here is one present that will always fit, always work and never need to be returned or exchanged! PERSONALIZED WINE!
Custom Wine = The Perfect Gift
COUPON CODE - KC84W8
HOLIDAY SHOPPING TIP #4:
Shop for killer prices from retailers going out of business or closing stores.
With this tip, however, comes a cautionary note. You can find great prices, but you will have little to no recourse should what you bought not fit, not work or be a duplicate item. I have already heard many anecdotal tales of incredible deals that are out there from a wide variety of retailers that are struggling or closing for good. With that "deal" comes the realization that it is pretty much a "final sale"!
This is a great time to buy basics, buy what you know will fit, and buy things that have reliable manufacturer warranties. For example, if you were to purchase an electronics item from a retailer going out of business, you may have a solid year of manufacturer coverage anyway.
Tip: This can also be a great time to "shop ahead". When I worked for one retailer, I would often buy post-holiday clearance toys as birthday, even Christmas, presents for the year ahead. If you see great deals on digital cameras, mp3 players, digital frames, clothing basics, etc., I would buy them now and have them as presents you can give all year long. You can enjoy these savings for weeks and months to come!
p.s. Here is one present that will always fit, always work and never need to be returned or exchanged! PERSONALIZED WINE!
Custom Wine = The Perfect Gift
COUPON CODE - KC84W8
Wednesday, November 26, 2008
25 Holiday Shopping Tips for the 25 Days of Christmas: Tip #4
After over 15 years of retail management, I definitely understand how to leverage resources to get the best deal possible. As a buyer, I would hunt down the best prices, special quantities buys, closeouts...whatever it took to get the best quality at the best value. As a consumer, you have the same power to leverage retailers to get the best prices and best deals. Retailers are competing for your dollar, make them work for it!
HOLIDAY SHOPPING TIP #4:
Leverage your buying power this holiday season. Look for retailers and grocery stores to compete for your dollar by offering you special bonuses for committing your discretionary income to their store.
A perfect example is what the Ralph's (Kroger) grocery chain is offering to their customers for the holiday season. If you purchase gift cards at a Ralph's store with your "Ralph's Rewards" card, they will TRIPLE your bonus points earned on your card.
So what are "bonus points"? At Ralph's, you earn bonus points with each dollar that you spend that accumulate each quarter, and at the end of that quarter you are issued a voucher that you can apply toward a future shopping trip. (Some categories do not apply, like alcohol, tobacco, etc.) You earn $5.00 toward your voucher with the first 500 points you earn, then a $1.00 for each additional 100points. My voucher from last quarter was $27.00. So, Ralph's basically gave me $27.00 for shopping with them. Okay, I will take it!
So, with this scenario, if I were to buy, say $300 in gift cards, I would earn 900 points, another 9.00 applied on my next voucher. So, for doing nothing more than buying the same gift cards I would have purchased from Target, iTunes, Best Buy, American Express, Visa, Barnes & Noble (and on and on...I was amazed by their wonderful selection!) I am basically given $9.00 for that purchase! And, probably saved that much in gas not running around town to get all of the cards from all of the different stores!
This is the kind of leveraging that helps you save money, and even EARN money, this holiday season. All kinds of retailers offer reward programs, find out what they are and leverage them if they make sense. I am a "Beauty Insider" with Sephora and earn points for the shopping I do with Sephora. I was able to get several stocking stuffers, and a gift set worth $150.00 for FREE, yes FREE by using my "Beauty Insider" points for the holidays!
Insider Tip: Leverage your buying trips to truly leverage the retailer's offer. Case in point: While at my neighborhood Ralph's store, a customer bought $2000.00 in gift cards for her company's holiday party. She was joking about how excited her boss was that she offered to do this for him...little did he know that she was not only on the clock to do this shopping trip for him, but she also earned another $60.00 (6000 bonus points!) to apply toward a future shopping trip! Leverage your purchasing power, and you will truly leverage your rewards!
p.s. Leverage the buying power of this amazing offer from Bliss!
Free Shipping + Free Our Two Scents Set (a $24 value) with $50 Bliss purchase! Offer valid through 12.01.08.
HOLIDAY SHOPPING TIP #4:
Leverage your buying power this holiday season. Look for retailers and grocery stores to compete for your dollar by offering you special bonuses for committing your discretionary income to their store.
A perfect example is what the Ralph's (Kroger) grocery chain is offering to their customers for the holiday season. If you purchase gift cards at a Ralph's store with your "Ralph's Rewards" card, they will TRIPLE your bonus points earned on your card.
So what are "bonus points"? At Ralph's, you earn bonus points with each dollar that you spend that accumulate each quarter, and at the end of that quarter you are issued a voucher that you can apply toward a future shopping trip. (Some categories do not apply, like alcohol, tobacco, etc.) You earn $5.00 toward your voucher with the first 500 points you earn, then a $1.00 for each additional 100points. My voucher from last quarter was $27.00. So, Ralph's basically gave me $27.00 for shopping with them. Okay, I will take it!
So, with this scenario, if I were to buy, say $300 in gift cards, I would earn 900 points, another 9.00 applied on my next voucher. So, for doing nothing more than buying the same gift cards I would have purchased from Target, iTunes, Best Buy, American Express, Visa, Barnes & Noble (and on and on...I was amazed by their wonderful selection!) I am basically given $9.00 for that purchase! And, probably saved that much in gas not running around town to get all of the cards from all of the different stores!
This is the kind of leveraging that helps you save money, and even EARN money, this holiday season. All kinds of retailers offer reward programs, find out what they are and leverage them if they make sense. I am a "Beauty Insider" with Sephora and earn points for the shopping I do with Sephora. I was able to get several stocking stuffers, and a gift set worth $150.00 for FREE, yes FREE by using my "Beauty Insider" points for the holidays!
Insider Tip: Leverage your buying trips to truly leverage the retailer's offer. Case in point: While at my neighborhood Ralph's store, a customer bought $2000.00 in gift cards for her company's holiday party. She was joking about how excited her boss was that she offered to do this for him...little did he know that she was not only on the clock to do this shopping trip for him, but she also earned another $60.00 (6000 bonus points!) to apply toward a future shopping trip! Leverage your purchasing power, and you will truly leverage your rewards!
p.s. Leverage the buying power of this amazing offer from Bliss!
Free Shipping + Free Our Two Scents Set (a $24 value) with $50 Bliss purchase! Offer valid through 12.01.08.
Tuesday, November 25, 2008
25 Holiday Shopping Tips for the 25 Days of Christmas: Tip #3
After over 15 years of retail management, I understand how important getting the right price can be to the customer. I know from my own experience how frustrating it can be to buy something, only to find that a few short days later it is cheaper! Consumers want to feel like they got the best price possible, and with so many of us on much tighter holiday budgets it is more important than ever. And truly, most retailers will work really hard to make sure that you get the right price, and that you are satisfied with your purchase.
This tip is even more important in the current retail environment. With a tightening economy, many retailers are becoming more and more promotional, and will be driving sales fast and furious. So, you will have to be quick and savvy shopper to keep up!
HOLIDAY SHOPPING TIP #3:
Keep an eye on the ads and offers from retailers. If you have already started your holiday shopping, you may qualify for a price adjustment if the price has dropped since you purchased that item (or items!). Keep your receipts handy, and you may find yourself saving a few extra bucks this holiday season!
Most major retailers have a price adjustment policy, for example, Target gives you 14days to price adjust with your receipt. The only exception is clearance. Make sure you know the price adjustment policy of the retailers you frequent this holiday season. I have already saved $10.00 in price adjusting THIS WEEK. I cannot stress enough how quickly prices are going to adjust to this economy, and I want to see you benefit from those price adjustments!
I keep my receipts from about a 15 day - 30 day time period in an envelope in my purse. That way, if I see prices that have changed, I am able to get the adjustment immediately, while I am already in the store. I also watch the ads and circulars closely and check to make sure that my previous purchases have not dropped in price any further.
Even your online purchases should qualify, so again, be informed before you buy! The easiest way to protect yourself with online purchases is to either bookmark that page or mark it as a "favorite". That way you can check back to see if the price has changed. You can also create "Google Alerts" that would let you know anytime that item has been featured in a news article, blog, website, etc. Now, of course, this is a lot of work for a handful of stocking stuffers! However, I would recommend you take the couple of extra seconds, or even minutes, for your online big ticket purchases.
Speaking of online, sometimes retailers have online prices that are different then their prices instore. This is usually a tricky one and many retailers will not adjust prices when it comes to a price on their website vs. a price in their store. If you purchased the item online and it is less expensive in the store, most likely they will direct you back to the website to contact the customer service division. This is where I love retailers with live chat!
If you purchased the item instore, and see it less expensive on their website, you may have the option of asking the store for the price adjustment. I would screen print the item and price and have that as backup. Often, when customers are clearly informed, professional and polite, managers will be flexible and want to help.
Insider Tip: I also urge you to be a savvy consumer and ask store management if they will adjust prices for you if you are outside of their price adjustment window. I know people who start their holiday shopping early, and while prices are dropping now, they should still have some measure of price protection. From my experience in store management, it was the extremely rare exception that we did not price adjust to make a customer happy. If you bought that XBox a year or so ago and it is less expensive now, that would most likely not qualify, not even with the most liberal of store policies. But, if you bought that hot game in October that everyone said would disappear before the holidays, well...you probably have a great case for a store manager who needs to work a bit harder this holiday season to keep your business!
P.S. Give the gift of beauty from Benefit this holiday season! Their prices are fantastic, and Benefit is offering amazing holiday offers! Click the picture below for more information or to start shopping:
Unlock Benefit’s holiday treasure chest to reveal a secret beauty treat! Gorgeous gifts, shipping offers, or insider tips…each day there is something new!
This tip is even more important in the current retail environment. With a tightening economy, many retailers are becoming more and more promotional, and will be driving sales fast and furious. So, you will have to be quick and savvy shopper to keep up!
HOLIDAY SHOPPING TIP #3:
Keep an eye on the ads and offers from retailers. If you have already started your holiday shopping, you may qualify for a price adjustment if the price has dropped since you purchased that item (or items!). Keep your receipts handy, and you may find yourself saving a few extra bucks this holiday season!
Most major retailers have a price adjustment policy, for example, Target gives you 14days to price adjust with your receipt. The only exception is clearance. Make sure you know the price adjustment policy of the retailers you frequent this holiday season. I have already saved $10.00 in price adjusting THIS WEEK. I cannot stress enough how quickly prices are going to adjust to this economy, and I want to see you benefit from those price adjustments!
I keep my receipts from about a 15 day - 30 day time period in an envelope in my purse. That way, if I see prices that have changed, I am able to get the adjustment immediately, while I am already in the store. I also watch the ads and circulars closely and check to make sure that my previous purchases have not dropped in price any further.
Even your online purchases should qualify, so again, be informed before you buy! The easiest way to protect yourself with online purchases is to either bookmark that page or mark it as a "favorite". That way you can check back to see if the price has changed. You can also create "Google Alerts" that would let you know anytime that item has been featured in a news article, blog, website, etc. Now, of course, this is a lot of work for a handful of stocking stuffers! However, I would recommend you take the couple of extra seconds, or even minutes, for your online big ticket purchases.
Speaking of online, sometimes retailers have online prices that are different then their prices instore. This is usually a tricky one and many retailers will not adjust prices when it comes to a price on their website vs. a price in their store. If you purchased the item online and it is less expensive in the store, most likely they will direct you back to the website to contact the customer service division. This is where I love retailers with live chat!
If you purchased the item instore, and see it less expensive on their website, you may have the option of asking the store for the price adjustment. I would screen print the item and price and have that as backup. Often, when customers are clearly informed, professional and polite, managers will be flexible and want to help.
Insider Tip: I also urge you to be a savvy consumer and ask store management if they will adjust prices for you if you are outside of their price adjustment window. I know people who start their holiday shopping early, and while prices are dropping now, they should still have some measure of price protection. From my experience in store management, it was the extremely rare exception that we did not price adjust to make a customer happy. If you bought that XBox a year or so ago and it is less expensive now, that would most likely not qualify, not even with the most liberal of store policies. But, if you bought that hot game in October that everyone said would disappear before the holidays, well...you probably have a great case for a store manager who needs to work a bit harder this holiday season to keep your business!
P.S. Give the gift of beauty from Benefit this holiday season! Their prices are fantastic, and Benefit is offering amazing holiday offers! Click the picture below for more information or to start shopping:
Unlock Benefit’s holiday treasure chest to reveal a secret beauty treat! Gorgeous gifts, shipping offers, or insider tips…each day there is something new!
Monday, November 24, 2008
Holiday Shopping Tips for the 25 Days of Christmas!
After over 15 years of retail management, I know how retailers lure in shoppers and entice them to spend far more than they may have budgeted. How many times did you get to your car or your home and start looking at the bags and the arm long receipts and wonder why you ended up buying too much? We have all been there, and I hope these holiday shopping tips with save you both time AND money! Bookmark or follow my blog for the next 24 tips in the days to come!
HOLIDAY SHOPPING TIP #2:
Bring in ads and store circulars to shop for specific items.
This comes on the heels of tip #1 (Make a list, check it twice) for a very specific reason: to help you buy the right items at the right prices.
Often, retailers offer a specific item, say a particular mp3 player at a killer price point. These "door busters" (or whatever that retailer calls them) are a special buy for holiday shoppers. It is a specific item that the buyers negotiated with the manufacturer, and it is often slightly different than the other mp3 offerings that store may have. It may be that it only comes in black, that it has slightly less file storage than another, maybe slightly lower quality earplugs. You get the picture.
So, when you go to the store, you grab the first mp3 player that you find, assuming that it is that killer item from your ad. You have a basketful of items, and you may or may not even notice in the rush, and the lines, and the crowds that the mp3 player you thought was that amazing price that is in your budget is actually the other mp3 player that is twice as much!
Bring the ad, bring the store circular. Take the time to make sure that what you are purchasing is what is in the ad. Often, the small print has the model number to match to the item you are buying.
Extra tip: As these items are often special purchases, with limited quantities, you may find that the items are already out of stock. I hate to share trade secrets, but I have been in situations where only 6 of an item arrived...and 100 people lined up outside for those six items. Retailers will not offer rainchecks, as the quantity is limited. I would urge you to find a manager, first asking for the store manager, to see if they can work with you on offering a great price on a similar item. Most of the time they will...they want to save the sale, they want to drive the volume, and, if they are truly worth their name badge, they want to make YOU happy! Ask, and ye shall receive!
p.s. Here is an amazing gift to give, and you don't have to worry about any "fine print"! Give the gift of beauty from Benefit Cosmetics! They have amazing gifts for women of all ages, and their products consistenly win rave reviews from makeup artists and makeup industry insiders! With the amazing savings these links offer you, you can afford to treat yourself, too!
Click on image for more information or to purchase! Whether you’re sending gorgeous gifts to loved ones or to yourself, for one week only get FREE US Standard Shipping on any $25 purchase. Enter promo code MYGIFT25 at checkout. Offer valid 11.18.08 thru 11.25.08. Not valid with other offers.
HOLIDAY SHOPPING TIP #2:
Bring in ads and store circulars to shop for specific items.
This comes on the heels of tip #1 (Make a list, check it twice) for a very specific reason: to help you buy the right items at the right prices.
Often, retailers offer a specific item, say a particular mp3 player at a killer price point. These "door busters" (or whatever that retailer calls them) are a special buy for holiday shoppers. It is a specific item that the buyers negotiated with the manufacturer, and it is often slightly different than the other mp3 offerings that store may have. It may be that it only comes in black, that it has slightly less file storage than another, maybe slightly lower quality earplugs. You get the picture.
So, when you go to the store, you grab the first mp3 player that you find, assuming that it is that killer item from your ad. You have a basketful of items, and you may or may not even notice in the rush, and the lines, and the crowds that the mp3 player you thought was that amazing price that is in your budget is actually the other mp3 player that is twice as much!
Bring the ad, bring the store circular. Take the time to make sure that what you are purchasing is what is in the ad. Often, the small print has the model number to match to the item you are buying.
Extra tip: As these items are often special purchases, with limited quantities, you may find that the items are already out of stock. I hate to share trade secrets, but I have been in situations where only 6 of an item arrived...and 100 people lined up outside for those six items. Retailers will not offer rainchecks, as the quantity is limited. I would urge you to find a manager, first asking for the store manager, to see if they can work with you on offering a great price on a similar item. Most of the time they will...they want to save the sale, they want to drive the volume, and, if they are truly worth their name badge, they want to make YOU happy! Ask, and ye shall receive!
p.s. Here is an amazing gift to give, and you don't have to worry about any "fine print"! Give the gift of beauty from Benefit Cosmetics! They have amazing gifts for women of all ages, and their products consistenly win rave reviews from makeup artists and makeup industry insiders! With the amazing savings these links offer you, you can afford to treat yourself, too!
Click on image for more information or to purchase! Whether you’re sending gorgeous gifts to loved ones or to yourself, for one week only get FREE US Standard Shipping on any $25 purchase. Enter promo code MYGIFT25 at checkout. Offer valid 11.18.08 thru 11.25.08. Not valid with other offers.
Sunday, November 23, 2008
25 Holiday Shopping Tips for the 25 Days of Christmas!
Quite honestly, I am not much of a holiday shopper. After over 15 years of retail management, I really got pretty burnt out on the retail and commercialized part of the holidays. That is one of the main reasons why I dedicated so much of myself to spend time with family and friends over the holidays. Time was one gift I could give others that was truly one of the most precious gift of all!
With my years of retail experience, I have tons of tips to give shoppers to help them navigate the retail waters, both in-store and online. With so many of us on tighter budgets this holiday season, I hope these tips with save you both time AND money! Bookmark or follow my blog for the next 24 tips in the days to come!
HOLIDAY SHOPPING TIP #1:
Make a list and check it twice.
I cannot stress this enough. I myself fall prey to the retail frenzy, especially with the online shopping that I enjoy! However, this year all of my loved ones are on strict orders from me (wow, I know, sounds like all kinds of holiday fun!): Make a list, I will only buy what is on your list!
A list keeps you focused, a list keeps you from buying things you think they want vs. what they truly want, and a list keeps you on your budget. With a list, you tally up prices and meet your budget.
I figure if it is good for Santa, it is good for me!
p.s. Here is a great item to put your on holiday lists, or even buy for yourself as a great treat for some relaxation during the crazy, busy holiday season! Santa approved!
Click on image for more information or to purchase! Free standard shipping and a free 1 oz. high intensity hand cream on all purchases of $75 or more at blissworld.com. Enter code 108916 at checkout to redeem.
With my years of retail experience, I have tons of tips to give shoppers to help them navigate the retail waters, both in-store and online. With so many of us on tighter budgets this holiday season, I hope these tips with save you both time AND money! Bookmark or follow my blog for the next 24 tips in the days to come!
HOLIDAY SHOPPING TIP #1:
Make a list and check it twice.
I cannot stress this enough. I myself fall prey to the retail frenzy, especially with the online shopping that I enjoy! However, this year all of my loved ones are on strict orders from me (wow, I know, sounds like all kinds of holiday fun!): Make a list, I will only buy what is on your list!
A list keeps you focused, a list keeps you from buying things you think they want vs. what they truly want, and a list keeps you on your budget. With a list, you tally up prices and meet your budget.
I figure if it is good for Santa, it is good for me!
p.s. Here is a great item to put your on holiday lists, or even buy for yourself as a great treat for some relaxation during the crazy, busy holiday season! Santa approved!
Click on image for more information or to purchase! Free standard shipping and a free 1 oz. high intensity hand cream on all purchases of $75 or more at blissworld.com. Enter code 108916 at checkout to redeem.
Thursday, November 20, 2008
Retailers using text, Twitter and more technology to get your sales!
Shoppers of the world, get your cellphones and laptops ready!
This season, more and more retailers are getting tech savvy and reaching out to their customers, and potential customers using social media and cellphones. This is going to be a challenging retail season, and retailers will be battling it out for your shrinking discretionary income.
Retailers are using Twitter to communicate special sales and exclusive offers. Twitter allows users to send short messages to a tech-savvy audience. For anyone who is on Twitter knows, it becomes quite addictive, and retailers will be keen to tap into that addiction with frequent updates on sales, special events, and custom offers for their Twitter followers! Even I Twitter, follow me at http://twitter.com/KellyAlvarez!
Retailers also use other social media sites to attract shoppers and keep them updated. Target has a Facebook page, featuring exclusive Target offers and access to special games and music. As of this blog post, they are offering a free ringtone of Christina Aguilera's new song, "Keep Gettin' Better". All you need to do is text "FREE" Target at 827438.
Speaking of text messaging, retailers are also using text messages to contact customers about sale events, special instore events and customized offers. I get text updates from a handful of retailers, and I also get coupons texted to me for savings at my favorite grocery store. I receive Amazon.com text messages that update me on their "daily deals".
JC Penney's is offering text messages that inform their customers about holiday shopping tips. No doubt those are JC Penney specific shopping tips! Even cooler...you can now text an order to Sears and they will text you back when it is ready for pickup, and from which store you can pick up your items. Consumer beware: know your texting plans and rates for your cell carrier. However, this can be a great way to hone in on savings if you are willing (and able!) to act quickly on that text message! Not to mention saving yourself a trip to the mall to buy that one item you know you want and need!
This season, more and more retailers are getting tech savvy and reaching out to their customers, and potential customers using social media and cellphones. This is going to be a challenging retail season, and retailers will be battling it out for your shrinking discretionary income.
Retailers are using Twitter to communicate special sales and exclusive offers. Twitter allows users to send short messages to a tech-savvy audience. For anyone who is on Twitter knows, it becomes quite addictive, and retailers will be keen to tap into that addiction with frequent updates on sales, special events, and custom offers for their Twitter followers! Even I Twitter, follow me at http://twitter.com/KellyAlvarez!
Retailers also use other social media sites to attract shoppers and keep them updated. Target has a Facebook page, featuring exclusive Target offers and access to special games and music. As of this blog post, they are offering a free ringtone of Christina Aguilera's new song, "Keep Gettin' Better". All you need to do is text "FREE" Target at 827438.
Speaking of text messaging, retailers are also using text messages to contact customers about sale events, special instore events and customized offers. I get text updates from a handful of retailers, and I also get coupons texted to me for savings at my favorite grocery store. I receive Amazon.com text messages that update me on their "daily deals".
JC Penney's is offering text messages that inform their customers about holiday shopping tips. No doubt those are JC Penney specific shopping tips! Even cooler...you can now text an order to Sears and they will text you back when it is ready for pickup, and from which store you can pick up your items. Consumer beware: know your texting plans and rates for your cell carrier. However, this can be a great way to hone in on savings if you are willing (and able!) to act quickly on that text message! Not to mention saving yourself a trip to the mall to buy that one item you know you want and need!
Tuesday, November 18, 2008
Gloomy Holiday Retail Outlook
The outlook for retail sales this holiday season is downright gloomy. It seems that many retailers this holiday season are going to get "Scrooged".
Naturally, we all know the how and the why. Many consumers are already stating that budgets are far slimmer this year and they are allocating far less to holiday shopping than usual. But there may be a few retail players, in somewhat recession-proof niches, that may find this to be a holiday season less gloomy than others.
* Local, small boutique retailers. I am seeing and hearing a lot from consumers who want to turn away from the national, big box retailers and find specific, special gifts this holiday season. Gone is the day where piles of gifts surround a tree, consumers this holiday season are more likely to focus on one really special gift and a couple of "stocking stuffer" type items. Typically, it is your smaller, local boutique-type retailer that has special, locally sourced items, that can offer that to a customer.
* Online retailers, particularly niche retailers. Again, with fewer dollars to spend, consumers will turn to the internet to do much of their holiday shopping. Niche online retailers have a better likelihood of doing well as they can address consumers wanting to find special, personal gifts as they have a bigger impact for a recipient than a bunch of "stuff".
* Retailers that help consumers "Do-It-Yourself". Instead of offering gift cards or certificates for expensive spa treatments, for example, retailers that offer customers the ability to create a "home spa" present will be far more popular. Consumers want the experience of the luxurious treatments and services they may be used to, but want to make it more personal, economical and accessible.
* Grocery stores, specialty food stores, wine shops and other food stores. More and more people will be eating in, but still desire the "eating out" kind of experience. Experimenting with a few new cheeses and a great bottle of wine from home is far more economical than going out for that same experience! People will be bringing family together for more dinners at home, entertaining on a budget will be key and small splurges on a few special food items will make for a special meal.
What are you planning to spend this holiday season? Take the poll at the upper right hand corner of my blog. I would love to hear from you, and know how you plan to spend your holiday dollars this season on retail spending.
Naturally, we all know the how and the why. Many consumers are already stating that budgets are far slimmer this year and they are allocating far less to holiday shopping than usual. But there may be a few retail players, in somewhat recession-proof niches, that may find this to be a holiday season less gloomy than others.
* Local, small boutique retailers. I am seeing and hearing a lot from consumers who want to turn away from the national, big box retailers and find specific, special gifts this holiday season. Gone is the day where piles of gifts surround a tree, consumers this holiday season are more likely to focus on one really special gift and a couple of "stocking stuffer" type items. Typically, it is your smaller, local boutique-type retailer that has special, locally sourced items, that can offer that to a customer.
* Online retailers, particularly niche retailers. Again, with fewer dollars to spend, consumers will turn to the internet to do much of their holiday shopping. Niche online retailers have a better likelihood of doing well as they can address consumers wanting to find special, personal gifts as they have a bigger impact for a recipient than a bunch of "stuff".
* Retailers that help consumers "Do-It-Yourself". Instead of offering gift cards or certificates for expensive spa treatments, for example, retailers that offer customers the ability to create a "home spa" present will be far more popular. Consumers want the experience of the luxurious treatments and services they may be used to, but want to make it more personal, economical and accessible.
* Grocery stores, specialty food stores, wine shops and other food stores. More and more people will be eating in, but still desire the "eating out" kind of experience. Experimenting with a few new cheeses and a great bottle of wine from home is far more economical than going out for that same experience! People will be bringing family together for more dinners at home, entertaining on a budget will be key and small splurges on a few special food items will make for a special meal.
What are you planning to spend this holiday season? Take the poll at the upper right hand corner of my blog. I would love to hear from you, and know how you plan to spend your holiday dollars this season on retail spending.
Monday, November 10, 2008
Customer Rewards Program, Ralph's Gets It!
I know that for many of us in the retail world, Customer Rewards programs are really pretty much old news. For years, retailers of all sorts have had a variety of ways to address their top shoppers via loyalty cards, coupons and special savings for credit cards holders, and other methods. Even small boutiques get in on the customer rewards by tracking customers via software programs, creating email opt-in lists, etc.
I have to share a recent personal experience with one of the best customer reward programs I have ever been involved in, however. I have a Ralph's (Krogers, NYSE:KR)Rewards Card. A few months ago, they relaunched their card to include a new reward system of Bonus Points. In the past, depending upon a certain spending level, I could get coupons that printed with my receipt to save .03, .05 or .10 cents on each gallon of gasoline purchased when I visited the Ralph's gas station. I would often not run out on small grocery runs and instead wait until I knew I had a larger enough transaction to get the larger savings on my fuel purchases! I occastionally got coupons from them as well, but often they were throw-aways, they just did not seem to be coupons that I needed, brands I was not loyal to, or random products that I simply would never want to purchase.
With the new rewards program, I now also earn points each quarter that go toward a savings voucher. I earn $5 for the first 500 points, then another $1 for each additional 100 points. Recently, for the last quarter, I received a $24 voucher! And, all along, they have maintained the fuel program as well, and I can simply scan my rewards card at the pump to get my savings instead of having to clip any coupons. So awesome!
I recently spent that $24 voucher, and I felt like a total rock star! People in line behind me asked me about the voucher, asked the cashier about the voucher, one customer even signed up for a card as they were finishing up my transaction! Overall, I actually saved over $87 total on the shopping trip because of another stroke of Ralph's reward card genius: targeted product coupons.
Ralph's had also sent along with the voucher a set of targeted product coupons for products that they have clearly tracked on my rewards card as items I frequently purchase. I know that they are specific to my card as my fiance received a set of coupons linked to his account, and they were completely different, and grouped to his frequent purchases.
Ralph's is truly all about helping their customers save money during a recessionary period, and capturing a variety of purchases, both driving volume and margin: in-store, pharmacy and from their gas stations. You can even to go Ralph's and set up an account on their website to create shopping lists, link to other sites that offer coupons, and even link up your lists to available coupons! I also linked my card to my son's elementary school, a tie-in that Target has been doing for years with their guests.
Customer Reward Programs like what Ralph's is creating for their customers is truly remarkable. I have changed my grocery shopping habits in only a matter of a few weeks to focus my shopping on a grocery store that has the brands I like, great prices, a great rewards program and one that makes me feel like more than just a "number" or a random customer...with the purchase specific coupons, it makes me feel like they know what I like and are helping me save money in a way that makes me feel special.
If you want customers like ME to change THEIR shopping habits in a matter of weeks, make them feel special. Gear your savings and rewards programs in ways that are specific, unique, and grab your customer's attention. The more you make your customer feel that you are connecting to them, their needs, their desires, the more likely they are to reward YOU with their discretionary spending!
I have to share a recent personal experience with one of the best customer reward programs I have ever been involved in, however. I have a Ralph's (Krogers, NYSE:KR)Rewards Card. A few months ago, they relaunched their card to include a new reward system of Bonus Points. In the past, depending upon a certain spending level, I could get coupons that printed with my receipt to save .03, .05 or .10 cents on each gallon of gasoline purchased when I visited the Ralph's gas station. I would often not run out on small grocery runs and instead wait until I knew I had a larger enough transaction to get the larger savings on my fuel purchases! I occastionally got coupons from them as well, but often they were throw-aways, they just did not seem to be coupons that I needed, brands I was not loyal to, or random products that I simply would never want to purchase.
With the new rewards program, I now also earn points each quarter that go toward a savings voucher. I earn $5 for the first 500 points, then another $1 for each additional 100 points. Recently, for the last quarter, I received a $24 voucher! And, all along, they have maintained the fuel program as well, and I can simply scan my rewards card at the pump to get my savings instead of having to clip any coupons. So awesome!
I recently spent that $24 voucher, and I felt like a total rock star! People in line behind me asked me about the voucher, asked the cashier about the voucher, one customer even signed up for a card as they were finishing up my transaction! Overall, I actually saved over $87 total on the shopping trip because of another stroke of Ralph's reward card genius: targeted product coupons.
Ralph's had also sent along with the voucher a set of targeted product coupons for products that they have clearly tracked on my rewards card as items I frequently purchase. I know that they are specific to my card as my fiance received a set of coupons linked to his account, and they were completely different, and grouped to his frequent purchases.
Ralph's is truly all about helping their customers save money during a recessionary period, and capturing a variety of purchases, both driving volume and margin: in-store, pharmacy and from their gas stations. You can even to go Ralph's and set up an account on their website to create shopping lists, link to other sites that offer coupons, and even link up your lists to available coupons! I also linked my card to my son's elementary school, a tie-in that Target has been doing for years with their guests.
Customer Reward Programs like what Ralph's is creating for their customers is truly remarkable. I have changed my grocery shopping habits in only a matter of a few weeks to focus my shopping on a grocery store that has the brands I like, great prices, a great rewards program and one that makes me feel like more than just a "number" or a random customer...with the purchase specific coupons, it makes me feel like they know what I like and are helping me save money in a way that makes me feel special.
If you want customers like ME to change THEIR shopping habits in a matter of weeks, make them feel special. Gear your savings and rewards programs in ways that are specific, unique, and grab your customer's attention. The more you make your customer feel that you are connecting to them, their needs, their desires, the more likely they are to reward YOU with their discretionary spending!
Friday, November 7, 2008
The 4 C's for Retailers to stay focused in a challenging Holiday Season!
Retail sales reports from October for most retailers are pretty dire. Many retail analysts are stating that this could be the toughest Holiday retail season in about 20 years. Part of what makes this particular Holiday season even more challenging is that in the past, consumers may have had less discretionary income, but they still had the almighty credit card. Not so this Holiday season with all too many consumers maxed out, or close to credit limits and creditors lowering credit limits to even solid consumers.
Do you have a morale plan for the Holidays? Not just the plan that is sent to you from Corporate to assist you with executing merchandise sets, the freight flow, Holiday hiring needs, etc. Corporate has a plan to drive customers into your store via advertising, promotions, product differentiation, etc. But what is your plan to keep the customers there, and keep them shopping? Do you have a plan to keep yourself positive, your executive team focused, and your associates on track? After all, your associates have to balance executing company directives, focusing on customer service WHILE managing their own internal fears and the economic challenges that may be facing them right now.
Your plan should be one that focuses on the "4 C's" of successfully positioning yourself and your team to keep positive, focused and productive: Candor, Communication, Consistency and Celebration.
Candor: You have to be honest with your team. You have to tell them the "tough" news, tempered with how your team is going to take on the "tough" stuff and still be successful. For example, you may need to tell them that payroll hours can be affected, however, if they can review their availability, be flexible with shifts that are traditionally more difficult to fill (like overnights), and they are willing to take on new challenges they may be able to maintain their hours and paychecks. Don't sugarcoat the news, candor is key to a team connecting to your message and your call to action.
Communication: You have to communicate with your team. Post goals (sales, credit, etc) and results. Have frequent huddles with your team, morning/mid/night shifts and discuss the goals of the day/week/month and the team's progress. Discuss customer service, morale, open the huddle up to the team to ask the questions that are on their minds. I have seen executive teams shut down the lines of communication when they feel that there is nothing but bad news. If an executive team shuts down, the team at large shuts down. Trust me, this will lead to your customer shutting down as well.
Consistency: You have to be consistent. All too many managers go into overdrive when sales struggle, they try to micromanage every detail and they lose focus. Be consistent with the basics, with presentation expectations, with customer service expectations. Juggling too many balls means that you are bound to drop some, if not all of them. What is fundamental to your business? What is the foundation of your corporate culture? Focus on a few expectations that you can truly manage, that are truly in your control, and nail those every single day. Your team will look for consistency in a troubled, tumultuous time.
Celebration: You have to celebrate. I have seen so many executive teams that get into a mode where they forget to celebrate the small victories, the day in and day out goodness that happens in any retail environment. Yes, budgets for team building events get slashed. But, this is the Holiday Season and you and your team can look for inexpensive options to celebrate your team's accomplishments. Friday potlucks, raffles for inexpensive prizes, certificates that you can create on your computer and print off and post...there are countless ways to celebrate your team and keep their morale up during a tough holiday season.
Use these Four C's every day to keep yourself AND your team focused and on a positive track. Your customer won't know what the Four C's are, but they will know that you are creating and maintaining a positive, focused and pleasant shopping experience. You will be rewarded with their discretionary spending and loyalty.
Do you have a morale plan for the Holidays? Not just the plan that is sent to you from Corporate to assist you with executing merchandise sets, the freight flow, Holiday hiring needs, etc. Corporate has a plan to drive customers into your store via advertising, promotions, product differentiation, etc. But what is your plan to keep the customers there, and keep them shopping? Do you have a plan to keep yourself positive, your executive team focused, and your associates on track? After all, your associates have to balance executing company directives, focusing on customer service WHILE managing their own internal fears and the economic challenges that may be facing them right now.
Your plan should be one that focuses on the "4 C's" of successfully positioning yourself and your team to keep positive, focused and productive: Candor, Communication, Consistency and Celebration.
Candor: You have to be honest with your team. You have to tell them the "tough" news, tempered with how your team is going to take on the "tough" stuff and still be successful. For example, you may need to tell them that payroll hours can be affected, however, if they can review their availability, be flexible with shifts that are traditionally more difficult to fill (like overnights), and they are willing to take on new challenges they may be able to maintain their hours and paychecks. Don't sugarcoat the news, candor is key to a team connecting to your message and your call to action.
Communication: You have to communicate with your team. Post goals (sales, credit, etc) and results. Have frequent huddles with your team, morning/mid/night shifts and discuss the goals of the day/week/month and the team's progress. Discuss customer service, morale, open the huddle up to the team to ask the questions that are on their minds. I have seen executive teams shut down the lines of communication when they feel that there is nothing but bad news. If an executive team shuts down, the team at large shuts down. Trust me, this will lead to your customer shutting down as well.
Consistency: You have to be consistent. All too many managers go into overdrive when sales struggle, they try to micromanage every detail and they lose focus. Be consistent with the basics, with presentation expectations, with customer service expectations. Juggling too many balls means that you are bound to drop some, if not all of them. What is fundamental to your business? What is the foundation of your corporate culture? Focus on a few expectations that you can truly manage, that are truly in your control, and nail those every single day. Your team will look for consistency in a troubled, tumultuous time.
Celebration: You have to celebrate. I have seen so many executive teams that get into a mode where they forget to celebrate the small victories, the day in and day out goodness that happens in any retail environment. Yes, budgets for team building events get slashed. But, this is the Holiday Season and you and your team can look for inexpensive options to celebrate your team's accomplishments. Friday potlucks, raffles for inexpensive prizes, certificates that you can create on your computer and print off and post...there are countless ways to celebrate your team and keep their morale up during a tough holiday season.
Use these Four C's every day to keep yourself AND your team focused and on a positive track. Your customer won't know what the Four C's are, but they will know that you are creating and maintaining a positive, focused and pleasant shopping experience. You will be rewarded with their discretionary spending and loyalty.
Wednesday, November 5, 2008
Why Training is key to Retail Success
I have been in retail management for over 15 years, in both strong economies and recessionary economies. When times are good, it is easy to get teams on cruise control and be complacent about sales and profits. However, when economic times get tough, too many managers struggle with sales, margins, retention and more.
Training in tough times is as important, if not more important, than training your team during the flush times. If you did not invest in training when you had more labor, more associates and more time to manage the training, you must instill the disciplines now to train your team for success during this upcoming recessionary economy.
Train your team to be a mean, lean team of salespeople, even if that is not your current culture. Access your team's ability to upsell, to understand the product that surrounds them on the salesfloor, and to ensure that they understand the benefits of any protection/insurance type plans that you have to help the consumer protect their purchases. A recent example: I bought my son a rather expensive bike on behalf of my parents for his birthday. One of the first things that the associate told me was, "You may want to look at a protection plan. This is a large investment, and I would hate to see you spend a lot of money on any potential repairs or tune-ups." She went on to tell me with a protection plan, I would get many repairs covered at no additional charge, and one free tune-up. Okay, where do I sign? She personalized it, "I would hate to see you spend too much money". She said it genuinely, and I totally connected to her sales message. Would your associates know how to do that?
She did, as she is a well-trained associate. She sold me a protection plan by letting me know that I can spend one set amount now, or pay many painfully large amounts as my son rides his bike and the bike ensures the (ab)normal wear and tear of a nine-year-old boy! This suggestive selling is key to upgrading a customer into a different price and definitely a much more attractive margin level. Suggestive selling shows the customer that you are thinking of them, their investment, how to maintain their investment and their long-term content and happiness with the product that they are buying from you.
Train your team to be productive in several functions throughout the store, throughout the business. Often, we have associates that do one thing extremely well, we have them do that for us all of the time, and when they call in sick...well, how does that now get done? My challenge to my team has always been, "If they can do that function extremely well, let's find out what else they can do even better!". Cross-training will be key as labor budgets shrink and you are tasked to do more with less. Cross-trained teams are often the happiness teams, associates get the hours that they want, they feel productive and content with their work, and managers are more successful in managing the multitude of tasks they are challenged with every day.
Train your team to remember that the customer is king (or queen!). I cannot stress this enough. Every day, there should be a huddle or two of your opening, mid and closing associates to remind them of one single thought: "The customer signs your paycheck". You and your management team need to show the way by greeting customers, asking if they need any assistance, engaging your customers in dialogue. Train your team to LISTEN to your customers, empower them to REACT to that feedback. If a customer sees you connect to their concern and fix it, that customer will come back. If a customer does not even get greeted, they will take their precious dollars to your competition. It is that simple. I will drive a ridiculous distance to go to a retailer or service provider that listens to me.
FUN TIP: I used to walk the salesfloor with a tablet of the tiny smiley face stickers that you can get at Staples, or any other office store. I would give my associate a small sticker for every time I saw them greeting a customer, talking to a customer, taking them to what they are looking for. I would ask them to post their stickers on a huge poster board that had every associate's name on it in the breakroom. The associate that had the most stickers by the end of the week would get special kudos in team meetings. The associate with the most by the end of the month would get lunch with me, or they could be Store Manager for a day, the weekend off of their choice, or I would have them as my "VIP" associate that would walk with me when my District Manager visited. Rewards do not need to be splashy or expensive. The greatest reward your team truly desires (besides their paycheck, of course!): your validation of their hard work, your satisfaction with their job well done, your acknowledgement of how they have fulfilled the expectations you put forth.
Now, go train your team! If you still think that you cannot afford the time or energy to train them, you will really not be able to afford how your business suffers when your competition DOES effectively train THEIR teams!
Training in tough times is as important, if not more important, than training your team during the flush times. If you did not invest in training when you had more labor, more associates and more time to manage the training, you must instill the disciplines now to train your team for success during this upcoming recessionary economy.
Train your team to be a mean, lean team of salespeople, even if that is not your current culture. Access your team's ability to upsell, to understand the product that surrounds them on the salesfloor, and to ensure that they understand the benefits of any protection/insurance type plans that you have to help the consumer protect their purchases. A recent example: I bought my son a rather expensive bike on behalf of my parents for his birthday. One of the first things that the associate told me was, "You may want to look at a protection plan. This is a large investment, and I would hate to see you spend a lot of money on any potential repairs or tune-ups." She went on to tell me with a protection plan, I would get many repairs covered at no additional charge, and one free tune-up. Okay, where do I sign? She personalized it, "I would hate to see you spend too much money". She said it genuinely, and I totally connected to her sales message. Would your associates know how to do that?
She did, as she is a well-trained associate. She sold me a protection plan by letting me know that I can spend one set amount now, or pay many painfully large amounts as my son rides his bike and the bike ensures the (ab)normal wear and tear of a nine-year-old boy! This suggestive selling is key to upgrading a customer into a different price and definitely a much more attractive margin level. Suggestive selling shows the customer that you are thinking of them, their investment, how to maintain their investment and their long-term content and happiness with the product that they are buying from you.
Train your team to be productive in several functions throughout the store, throughout the business. Often, we have associates that do one thing extremely well, we have them do that for us all of the time, and when they call in sick...well, how does that now get done? My challenge to my team has always been, "If they can do that function extremely well, let's find out what else they can do even better!". Cross-training will be key as labor budgets shrink and you are tasked to do more with less. Cross-trained teams are often the happiness teams, associates get the hours that they want, they feel productive and content with their work, and managers are more successful in managing the multitude of tasks they are challenged with every day.
Train your team to remember that the customer is king (or queen!). I cannot stress this enough. Every day, there should be a huddle or two of your opening, mid and closing associates to remind them of one single thought: "The customer signs your paycheck". You and your management team need to show the way by greeting customers, asking if they need any assistance, engaging your customers in dialogue. Train your team to LISTEN to your customers, empower them to REACT to that feedback. If a customer sees you connect to their concern and fix it, that customer will come back. If a customer does not even get greeted, they will take their precious dollars to your competition. It is that simple. I will drive a ridiculous distance to go to a retailer or service provider that listens to me.
FUN TIP: I used to walk the salesfloor with a tablet of the tiny smiley face stickers that you can get at Staples, or any other office store. I would give my associate a small sticker for every time I saw them greeting a customer, talking to a customer, taking them to what they are looking for. I would ask them to post their stickers on a huge poster board that had every associate's name on it in the breakroom. The associate that had the most stickers by the end of the week would get special kudos in team meetings. The associate with the most by the end of the month would get lunch with me, or they could be Store Manager for a day, the weekend off of their choice, or I would have them as my "VIP" associate that would walk with me when my District Manager visited. Rewards do not need to be splashy or expensive. The greatest reward your team truly desires (besides their paycheck, of course!): your validation of their hard work, your satisfaction with their job well done, your acknowledgement of how they have fulfilled the expectations you put forth.
Now, go train your team! If you still think that you cannot afford the time or energy to train them, you will really not be able to afford how your business suffers when your competition DOES effectively train THEIR teams!
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