Here’s a little chat to share with you some of my thinking behind The Kerrie Phipps Retail Experiment which I introduced to you in my previous blog.
Cheering you on
Kerrie
The Kerrie Phipps Retail Experiment
April 20, 2012 By Leave a Comment
The Retail Experiment.
Why step out of my ‘entrepreneurial bliss’ and walk in someone else’s shoes? Am I crazy?!
The Kerrie Phipps Retail Experiment
You might see me one day in the next few months behind a shop counter and wonder if I am. (Maybe my crazy pursuit of learning, stretching myself and getting out of my comfort zone is a little weird, but there’s something buzzy about it)
Sales and Customer Service is an issue that affects all of us – as consumers, employees or business owners – in any industry. As I deliver all kinds of workshops, my favourite being on customer service and leadership, I decided it was time to expand my thinking and experiences in the retail sector (this may mean more shopping too 
). I want to enrich my workshops on the above topics, along with team dynamics, which is also oh-so-relevant. I also coach individuals in these areas, and it’s an opportunity “to walk a mile in their shoes”.
So I’m stepping out of my entrepreneurial bliss and complete flexibility to be part of a retail team for a few hours a week. Of course I had to choose somewhere that would not only give me customer service experiences, but a creative outlet also.
I needed somewhere that has well developed systems and a successful history, so that I can just be there as a customer service/sales assistant and not need to coach the business owner, so I’ve chosen a chain store with great fashion products. So for those few hours a week that I’m in there as a humble employee, I’ll just be doing my best to serve the customers, the business and my fellow team members. Of course once I get home I can reflect on the whole experience and write about insights I had in-store – and hope that these insights are useful to my community.
And the insights keep coming… insights about customers, about the way the brain works, about how to shift someone’s focus to give them a positive experience… and insights about my own learning (biggest stretch thus far is their computer system! I keep touching the screen, not the keyboard, iPad user that I am!) but insights will unravel in future writings – just wanted to keep you in the loop about the start of The Kerrie Phipps Retail Experiment.
Off to the shops now to update the ‘smart casual’ wardrobe for above experiment…
Cheering you on,
Kerrie
PS. If you’d like to see a previous rave about Customer Service (in a fabulous cafe not far from home) see http://kerriephipps.com/2012/01/the-hub-bathurst/
The Hub – Bathurst
January 23, 2012 By Leave a Comment
Who loves a fabulous cafe?
We were delighted to discover The HUB Espresso Bar & Eatery in Bathurst recently, having lunched there with friends. We went back the next morning for breakfast before traveling home and were further impressed. Apart from the fact that they have the best gluten-free bread ever (fruit toast, sourced from a local bakery) all of the food was high quality, the service was prompt, the staff friendly and helpful – and the vibe! It felt like many people were regulars – I sensed that (apart from the obvious) it’s a place that’s consistently good, so many locals would make The HUB their meeting place. I certainly would if I lived in Bathurst.
I had a little chat with Ross (Owner) and I love his strategic thinking. He obviously loves what he does, and I noticed a lovely rapport between him and his customers, and staff, but it’s not enough to love what you do – strategic thinking makes an incredible difference to the outcomes you create!
So as we step into 2012, I have two big questions for you – simple but profound -
- Do you love what you do?
- Are you strategic about what you do?
Let me know if you’d like the inspiring, significant outcomes of discovering or rediscovering your passsion, and thinking strategically about what you do, so that you can work with ease and greater impact in the areas that matter to you. A free 20 minute consult can help you clarify your thinking and and answer some questions you may have about coaching and the difference it makes.
Let’s make 2012 a year of living purposefully and making a greater difference.
Cheering you on,
Kerrie
A little rant…
November 24, 2010 By Leave a Comment
Permit me a little rant today. If that doesn’t appeal, go back and check out my 100 Days of Gratitude, but if you stick around, you’ll see that my little rant comes from the same heart for people and valuing people as my other blogs.
I was ironing my shirt today, a new one that’s a designer label that I picked up on sale in Myer recently. It looks great with the skirt I bought, but my issue is with the quality and the way the garment is made. It’s like a lot of “fashionable” pieces at the moment – they’ve been around a few years actually – unfinished edges, where the fabric is just cut and left unfinished.
When I did sewing at school, everything was hemmed and finished neatly. Now things are “supposed to fray.”
It really looks like the people making the garment don’t care! Like they don’t care about the quality of their work, or the people who will be wearing it.
There’s a “don’t care” attitude that permeates our society, that’s not just “don’t care what other people think” which has merit, but it goes further than that. People don’t care that people deserve quality, they don’t care about swearing or being obscene, or not doing a quality job or providing quality services because “it doesn’t matter what other people think”.
It does matter that people are valued – not for the dollars they’ll spend, but because they are fellow human beings!! I think it reflects a general low self esteem. Jesus Christ said “Love your neighbour as you love yourself”. I think neighbours are getting a raw deal because people don’t value themselves, so of course don’t value others.
People are important. Their thoughts and feelings are important. We can’t be responsible for anyone else’s attitudes or responses, but we can endeavour to give our best to make someone’s life a little brighter.
That’s the essence of my passion for customer service – it’s my passion for people. People are important, valuable, and we don’t have that conversation enough. No wonder suicidal people would say “you don’t really mean that” when you try to tell them that they’re valuable and their life is worth living – if nobody’s told them before now. We shouldn’t place value on people only when they most need it.
Any and every opportunity to place value on people, to make them feel special are the best opportunities. Look for them today!
Cheering you on,
Kerrie
Great Customer Service – Example 13
September 15, 2010 By Leave a Comment
I know many locals who’d agree that Lazy River Estate is worthy of acknowledgment for customer service and one of the stand-outs is their excellence in presentation and quality. As you know – as a customer of many businesses – it’s not just about happy staff delivering service with a smile – you want quality!
This pic was taken at a recent business womens lunch, where we had an amazing meal followed by a presentation by Jacqui Greig of style magazine. Jacqui is on the left of Donna Ambler of The Verb Garden. Jacqui’s story is featured in Lifting the Lid on Quiet Achievers – very inspiring
I also attended a breakfast event at Lazy River Estate this morning, alas, without my camera. Again, an excellent meal, delivered with great service – and in beautiful surround. The vineyards and surrounding countryside is particularly spectacular at the moment. All a winning combination!
Congratulations Lazy River team!
Cheering you on,
Kerrie
Great Customer Service – Example 12
July 17, 2010 By Leave a Comment
If you followed my 100 Days of Gratitude you’ll know that I posted a comment every day. Not so with these examples Customer Service. I decided against 100 consecutive days for a couple of reasons. 1. posting something everyday can be challenging when I’m really busy. 2. every post must be authentic – and I don’t experience Great Customer Service every day. (Almost every time I shop though). Customer service is also featured in many of my videos – see my YouTube Channel for these.
I’ve been thinking about Customer Service from different angles, and Day 11 is the “when I refer someone” angle. I love referring people – clients, friends, family, even total strangers. I want people to have a great experience when they’re making a spending decision.
I recommended one of my clients to Leanne Berry, who was delighted to take time out to meet with her and answer her many questions about business, especially bookkeeping systems, which we don’t all have our head around. No-one I know has their head around it like Leanne does, so I was pleased to recommend her, and thrilled to get really great feedback from my client.
Who are you recommending? And who’s recommending you?
Cheering you on,
Kerrie
Leanne and I in Lithgow, NSW
PS. As I post this picture, I’m reminded of how Leanne has been recommending me! How could I forget? Leanne is such a fan of my new book, and it’s how we met actually – Leanne connected on facebook after reading the book. She not only tells so many of her clients and friends about it, she nominated me for the Telstra Business Womens Awards! How’s that for a recommendation