Month: May 2014

Do You Have A Retail Sales Prevention Team?

So… by now I am sure you are familiar with my search for a birthday gift for my wife and despite all the airports I visited, I failed that task abysmally. So, having missed her birthday and returned home without an appropriate gift, I have a serious brownie point deficit! So why did I make it home empty handed? I will share with you an experience with a Luxury store. First Impressions So… the clock was ticking. I was under a bit of pressure to find a gift and then get to gate. What could I get her? I wandered round trying to get inspiration. The iPad. She has an iPad but no cover. I headed over to a luxury retailer that sells Luxury leather goods and had a look around. On first impressions it is a very nice store. It was: Clean & tidy Clear layout The products were the star It felt like it was a luxurious store Once into shopper mode, the first impressions were under pressure. The offer was: Fragmented Dis-jointed Confusing Creating Doubt In essence… it wasn’t the simple shopping experience you need when in a time pressured environment. However, this was the least of their worries. The staff interaction was less than ideal. The member of staff who, judging by the state of his airside badge, had been part of this store for...

Read More

Store Review: The 12 Minute Void

In my last post, I mentioned the 12 minute void. I had entered a Duty Free Store with the intention of buying a birthday gift for my wife and ended up walking away empty handed.  Here is the reason why…. Looking for inspiration, I entered the store. As I ambled round from category to category, I noted that there was an abundance of staff but they were all much more interested in talking to each other than serving customers.  Almost every beauty brand had consultants yet only some were actively talking to shoppers. The rest were either talking to each other or avoiding interaction (it wasn’t just me before you ask!). Low Hanging Fruit 12 minutes of wandering round the store without any interaction is an odd experience. Despite putting out clear buying signals, there was not the motivation there to try and make the sale. It would appear that most staff were more interested in the low hanging fruit…. Those shoppers who walk up, ask for something specific and they ring it through the till. ‘Yeah?’ Liquor didn’t fair much better. Stood at a tasting area, 3 members of staff were stood chatting. One finally turned to me with a “yeah?” as an opening line. Now, having managed shop floors ranging from 500 square feet to 60,000 square feet, I was ready to go into orbit! Keeping calm...

Read More

Airports – One Thing To Think About When Tendering

Today I am finally home after some extensive travelling. It has been a busy few weeks with lots of time spent in airports around the world.  The jetlag is something that has been a persistent issue for me, that and airport shops and F&B. I do have some thoughts that I think might be helpful so if you are an airport and you are going through the tender process or are about to… read on. The inevitable happened… In a job like mine, the inevitable will happen. For me, 2014 will be marked as the year it first happened.…...

Read More

Be Part Of Our "In Crowd"...

Want to receive a fresh perspective on Travel Retail? Subscribe to receive a weekly email featuring the latest news from our team.

You have Successfully Subscribed!