Give Your Customers What They Want
CE retailers have spent much of the last year cutting inventories to achieve as close to a just-in-time ordering model as possible. The strategy—packed with a variety of cost savings and other benefits—is a good one that will remain long after the recession has ended.
But it’s also a strategy with a dangerous side, especially when you throw inexperienced associates or seasonal employees into the mix. As the new model takes hold, employees will have to be reminded that even if a product isn’t on the shelf or show floor, they can still get it for the customer at the best price and no later than next-day delivery.
In other words, you have to give customers everything they need (within reason, of course) to prevent them from shopping elsewhere, even if it’s for a small item or a basic service. The reason is simple: No matter how good you think you are, there might be somebody better around the corner or a mouse click away.