Welcome back everybody.
We're diving into retail today.
Ooh, woof-la.
As we get closer and closer to the holidays.
Yeah, like Fridays right around the corner.
Right, you know, it's November 4th as we record this.
So we're getting into that time of year.
And I thought it would be interesting to take a look
at a couple of blog posts that I found from Multimedia Plus.
They're all about training retail associates
for the holiday rush.
And I thought, you know, this is something
that could be really interesting for anybody
out there listening.
You know, whether they are a retail manager themselves
or if they're working at, you know,
corporate for a retail company, or even if they're just
a shopper who is kind of curious about what
goes on behind the scenes.
I think this is something that would be really fascinating.
I think this is a great topic.
And you know, it's such a critical time for retailers.
I have those when they make or break their year.
And a lot of times it comes down to the associates
that are on the front lines.
Yeah, they're the face of the brand.
It's exactly.
They're the ones who are interacting with customers
every day.
Problem solving.
Absolutely.
Handling all those difficult situations
and really making sure that the customer experience
is a positive one.
Yeah.
And so Multimedia Plus is really all about, you know,
training and empowering those associates.
And they have this platform called Insight, which
is a mobile learning platform.
Interesting.
So it's kind of interesting how they're approaching things.
And one of the things that they really emphasize
in these articles is the importance
of a structured onboarding process.
Yeah.
Especially for seasonal hires.
Right.
Because you've got a lot of people coming in who are just
there for a short period of time.
Right.
They need to get up to speed quickly.
Exactly.
They need to understand the products, the policies,
the procedures, how to handle those peak hours
when the store is packed.
Yeah.
Safety protocols, all of that.
They have to get all that in a short amount of time.
And you know, I never really thought about it that way.
But I guess it makes sense.
You know, if you're bringing in all these seasonal workers,
they really need to have that solid foundation.
Yeah.
It's almost like training for a pilot or a surgeon.
Yeah.
You know, the holiday season in retail
can be so unpredictable.
Yeah.
You need to be able to think on your feet.
That's a good analogy.
You need to be able to handle those difficult situations.
And a well-structured onboarding program
can really help build that confidence and confidence.
Right.
So it's not just about like throwing them in there
and hoping for the best.
Exactly.
It's about giving them the tools and the knowledge
that they need to succeed.
Absolutely.
And one of the things that they mentioned
that I thought was really interesting was role-playing.
Oh, wow.
They actually suggest having associates practice
handling those difficult situations.
So they're like running through scenarios.
Yeah, like long lines or dealing with, you know,
difficult customers.
Oh, that's great.
I thought that was kind of funny.
Yeah, it might sound a little silly at first.
Yeah.
But you know, there's actually a solid psychological basis
for it.
OK.
By simulating those high-pressure scenarios
in a safe environment, it allows associates
to develop those coping mechanisms,
learn to stay calm under pressure.
It's a bit like exposure therapy.
Yeah, I never thought about it that way.
But that makes a lot of sense.
Yeah.
You know, you're kind of getting them ready for the real thing.
Exactly.
And it allows them to work through those anxieties
and build confidence before they're actually
facing, you know, a real crowd of shoppers.
That's so smart.
Yeah.
I love that.
It's a great technique.
And then they talk about technology too.
Oh, yeah.
You know how associates need to be comfortable
with the different systems that they're going to be using?
Of course.
Like POS systems, mobile devices for inventory.
It seems like these days you need to be pretty tech-savvy.
Right.
Even if you're just working, you know, as a retail associate.
Well, think about it.
Even simple tasks like checking for an item's availability
or processing a return can be so much more efficient
with the right technology.
But it's not just about efficiency.
It's also about empowering associates
to provide better customer service.
Yeah.
You know, access product information on the fly-off.
Even personalize recommendations.
OK.
So it's really changing the game in a lot of ways.
Absolutely.
But it sounds like you need training to go along with that.
You know, because if you've never used a POS system before,
it can be pretty intimidating.
Absolutely.
You need to go beyond just the basic functions.
Yeah.
You know, especially during the holidays.
Associates need to be able to quickly process gift cards,
apply discounts, look up specific promotions.
Right.
And with mobile devices, they might
need to be able to manage inventory check stock
in other locations or even place orders for customers.
Wow.
So it's not just about scanning an item
and taking payment anymore.
It's about understanding all the nuances of those systems
and how to really leverage them to create a better
experience for the customer.
Exactly.
And the training needs to go hand in hand with that technology.
Multimedia Plus even talks about the importance of training
associates and sales techniques, like upselling and cross
selling.
OK, I've heard those terms before,
but can you break those down for anyone
who might not be familiar?
Sure.
Upselling is essentially encouraging
a customer to purchase a more premium version of the product
that they're interested in.
OK.
So for example, suggesting a higher end
coffee maker with more features.
Got it.
Cross selling is about suggesting complementary products
that enhance the original purchase.
OK.
So if someone's buying that coffee maker,
you might suggest a bag of gourmet coffee beans
or a milk frother.
Makes sense.
You know, things like that.
So it's all about adding value to the customer's purchase
and helping them get the most out of their experience.
Exactly.
OK.
But here's the key point that both articles emphasize.
Associates need to be more than just order takers or cashiers.
Right.
They need to be able to engage with customers,
understand their needs, and offer solutions
that go beyond just ringing up a sale.
Yeah.
It's about building rapport.
Absolutely.
That is trust.
Especially during a busy season, like the holidays,
those little interactions can make a big difference.
Yeah.
And I think that leads into the next thing
that they talk about, which is motivation.
Yeah.
Because how do you keep those associates engaged,
enthusiastic, and performing at their best?
Yeah.
Especially when they're dealing with long hours.
Right.
Demanding customers.
The pressure to hit sales targets.
All those things.
It's got to be tough.
It can be really challenging.
And that's where leadership comes in.
Yeah.
It's not just about setting those sales targets.
It's about creating a work environment where associates
feel valued, appreciated, and motivated
to go the extra mile.
OK.
So how do they suggest retailers approach that?
Because I imagine just telling someone to be more motivated
doesn't really work.
You're absolutely right.
Multimedia Plus advocates for a more nuanced approach.
One that focuses on creating a sense of purpose and belonging.
OK.
I like that.
But how do you actually make that happen?
Well, they dive into some really interesting strategies,
including things like personalized customer service
in-store events, and even using innovative technology
to empower associates and make their jobs more engaging.
OK.
So we're going to get into all that.
This is fascinating.
I'm already seeing how these insights could be valuable,
not just for retailers, but for anyone
who works with teams or deals with customers.
I agree.
And I think what Multimedia Plus emphasizes so well
is that even with all the advancements in technology
and online shopping, the human element
remains at the heart of a successful retail experience.
Yeah.
We can't forget that it's ultimately
about people connecting with people.
And I have a feeling Multimedia Plus has a lot more
to say about that.
They do.
And I think their insights on how
to foster that human connection, especially
during the high-stakes holiday season,
will be particularly eliminating.
OK.
I can't wait to unpack all that.
Let's do it.
Let's continue our deep dive.
OK.
So we've been talking about onboarding and training,
but I want to dive a little bit deeper
into this idea of motivation.
Right.
We talked about how Multimedia Plus is advocating
for a more human-centered approach.
Absolutely.
And I'm really intrigued by that.
It's really interesting because they kind of challenge
that traditional view of retail motivation, where it's all
about sales targets and quotas.
And they're saying, no, it's about creating this work
environment where associates feel genuinely
valued and inspired.
OK, so how do you do that?
Yeah, how do you translate that into something tangible?
Yeah.
How do you make someone feel valued,
especially during the holidays when everybody is stressed
and overworked?
That's a great question.
And it's something that Multimedia Plus addresses directly.
One of their key recommendations
is to empower associates to deliver
personalized customer service.
So think about it.
In today's world of online shopping and self-checkout,
that personal touch can really make a difference.
Yeah.
You know, it's funny you say that.
I was just thinking about that the other day.
I was at the grocery store, and I was checking myself out.
And I thought, you know, I kind of miss having that interaction
with the cashier sometimes.
Right.
It's about making that customer feel seen and heard,
even if it's just for a few minutes.
And it gives the associate a sense of ownership and pride
in their work.
You know, it's not just about scanning items.
It's about making a connection and potentially
brightening someone's day.
Right.
And I bet that has a ripple effect
on the whole atmosphere of the store.
Absolutely.
You know, if you have those employees who are really engaged,
it makes the whole shopping experience better.
Exactly.
And Multimedia Plus takes this idea a step further.
OK.
They also suggest incorporating in-store events and experiences
that create a sense of excitement and community.
OK.
So think about things like product demonstrations,
holiday-themed workshops, or even partnering with local businesses
for special promotions.
Oh, that's a good idea.
You know, things like that.
So you're getting people into the store.
Exactly.
And you're giving them something fun to do.
Right.
And it's not just about attracting customers.
It's also about creating a more enjoyable and fulfilling
work environment for the associates.
Yeah.
When they're excited about what they're doing,
that enthusiasm naturally translates to better customer
service.
It's a win-win.
Absolutely happier customers and more motivated
employees.
Right.
And of course, we can't forget about the importance
of recognition and rewards.
Oh, yeah.
You know, Multimedia Plus really emphasizes
that a little appreciation can go a long way in boosting morale.
Right, right.
And it's not just about monetary bonuses.
It's about acknowledging individual efforts
and celebrating successes.
It's funny you say that.
We were talking about that on a previous deep dive.
Oh, really?
About the psychology of motivation
and how those little things, those little gestures of appreciation
can really make a big difference.
Absolutely.
And it ties back to that core idea of treating employees
like individuals, not just cogs in a machine,
really valuing their contributions.
OK, so as we're talking about all this,
I'm wondering how do you balance this focus on the human
element with the increasing reliance on technology in retail?
That's a great question.
And it's something that Multimedia Plus addresses head on.
They believe that technology, when implemented thoughtfully,
can actually enhance the human element, not replace it.
OK, how so?
Well, think about the technology we discussed earlier.
OK.
POS systems, mobile devices, inventory management tools,
all of these things can actually free up
associates from those tedious tasks,
giving them more time to focus on those meaningful interactions
with customers.
So instead of being bogged down by paperwork
or running back and forth to check stock,
they can actually be present with the customer.
Exactly.
OK.
And offer that personalized assistance.
That makes a lot of sense.
And technology can also provide associates
with access to more information, allowing them
to answer questions more confidently,
make better recommendations, and ultimately provide
a more satisfying customer experience.
OK, so it's not technology versus humans.
It's using technology to kind of empower
those human interactions.
Exactly.
And I think that's one of the most insightful takeaways
from multimedia pluses approach.
Yeah.
They're advocating for this more holistic view of retail, one
that recognizes the essential role of technology,
but never loses sight of the human connection at its core.
I like that it's about finding that sweet spot,
where technology enhances the human experience rather
than overshadowing it.
Exactly.
And when you achieve that balance,
you create a more engaging, rewarding, and ultimately
successful retail environment for both employees
and customers.
OK, so it sounds like we've covered a lot of ground here.
Well, yeah.
From onboarding and training to motivation
and the role of technology.
Absolutely.
And I feel like I'm getting a much deeper understanding
of what it takes to really prepare for the holiday rush.
And these insights aren't just relevant to the holiday season.
They're applicable to retail all year round.
Yeah.
It's about creating a sustainable and thriving retail
ecosystem.
Exactly.
Where employees feel valued, customers feel connected,
and technology serves as a tool for empowerment
rather than a replacement for human interaction.
Precisely.
And as we move into the final part of our deep dive,
I want to shift our focus to a specific aspect
that I think will resonate deeply with our listeners.
OK.
The power of storytelling.
Ooh, storytelling.
Yeah.
I love a good story.
Me too.
And Multimedia Plus emphasizes that one
of the most effective ways to connect with customers
and inspire associates is through the art of storytelling.
OK, so how does that work?
Well, it's about going beyond just product features
and benefits and tapping into that emotional core of why
people shop.
OK.
I'm really intrigued now.
I think you'll find it fascinating.
So you're saying that storytelling has a place even
in retail?
It does.
It really does.
I'm fascinated.
I've got to hear more about this.
Multimedia Plus suggests that storytelling
can be woven into a lot of different aspects
of the customer experience.
OK.
Like, for example, think about how
associates could use stories to connect products
to people's lives.
So instead of just saying, oh, this coffee maker has
this feature and that feature, you tell a story.
Exactly.
Like, imagine an associate sharing a story about how
this particular coffee maker helped them create
the perfect morning routine.
Yeah, yeah, like it changed their life.
Exactly.
And now it's not just a machine.
It's a gateway to a better day.
Right.
And those kind of personal anecdotes
make the product more relatable and memorable.
Yeah, it's like that saying, people will forget what you said,
but they'll never forget how you made them feel.
Exactly.
A good story can evoke those emotions
and really create a lasting impression.
OK, so it's not just about the features.
It's about the feeling.
Right.
And storytelling could go beyond just individual products,
too.
OK.
It could be used to create a sense of community
within the store.
Oh, OK.
Like, imagine an associate sharing stories
about the local artisans who crafted those holiday ornaments.
Oh, that's nice.
Or the history behind a beloved seasonal tradition.
Yeah, you're kind of weaving those narratives
into the whole shopping experience.
Exactly.
It's like turning the store into a living, breathing storybook.
I love that.
And that's where the magic happens.
When customers feel connected to the products, the people,
and the stories behind them, they're
more likely to have a positive and memorable experience.
Man, you're making me rethink my whole approach
to holiday shopping.
Oh, really?
Yeah.
I want to slow down and hear those stories.
Right.
You know, and appreciate those little moments of connection.
I think that's a beautiful sentiment.
And it really speaks to the power
of what Multimedia Plus is advocating for.
Yeah.
You know, they're encouraging us to rediscover
that human element in retail to see beyond the transactions
and embrace the stories that connect us all.
And I bet this approach can be just as powerful
for motivating employees as it is for engaging customers.
Absolutely.
You know, sharing stories about the company's history,
its mission, or the positive impact
that products have had on people's lives
can really instill a sense of purpose and pride
in those employees.
So it's about giving them a reason
to believe in what they're doing.
Right.
See themselves as part of something bigger.
Exactly.
And when employees feel that connection, that sense of purpose,
it's reflected in their interactions with customers.
Yeah, they become like brand ambassadors.
Exactly.
Sharing their passion.
And in their enthusiasm.
With everybody they encounter.
Yeah, it's really powerful.
So it sounds like storytelling is more than just a nice to have.
It's a vital tool.
Absolutely.
For creating a thriving retail ecosystem.
I completely agree.
And I think it's a takeaway that extends far beyond retail.
How so?
Well, storytelling is a fundamental human need.
OK.
It's how we make sense of the world,
connect with others, and find meaning in our experiences.
Wow.
This has been an amazing deep dive.
It has.
We covered so much.
We did.
From the nitty gritty of onboarding and training
to these big ideas of motivation and storytelling,
it's been a great conversation.
I feel like I've learned so much about what it takes
to create a really exceptional retail experience.
Me too.
And not just during the holidays, but all year round.
All year round.
And I think I have a new appreciation
for the hard work and dedication of all those retail associates,
especially during this busy season.
They're the unsung heroes of the holidays.
They really are.
And you know what?
I'm going to start paying more attention to those stories.
Yes.
That unfold in the aisles of my favorite stores.
I love that.
Take the time to listen and connect.
I think that's a wonderful idea.
And as you head out for your holiday shopping this year,
I encourage you to do the same.
OK.
Take a moment to connect with those people who
are working so hard to make your experience special.
Listen to their stories.
Share a kind word.
And remember that even in the midst of all that holiday rush,
there's always room for a little bit of human connection.
Oh, that's beautifully said.
Thank you.
Well, this was fascinating.
Thank you so much for joining me on this deep dive.
It's been my pleasure.
Into the world of retail.
I feel like we've uncovered some real gems today.
We did, and to our listeners, as you venture out
into the craziness that is holiday shopping,
just remember that the best retail experiences are often
the ones that touch our hearts as well as our wallets.
Happy shopping, everyone.
Happy shopping.