September 17/24, 2018: Volume 34, Issue 7 By Tom Jennings In the early 1990s, my firm was among several dealers asked to monitor all installation-related interactions with customers. We not only tracked installations, but all correspondence that we had with customers, which may have led to disappointment with the service experience they received. There were single and multiple store operations included. This group represented dealers with both employee and contract installers. These surveys were gathered...
Read MoreSeptember 3/10, 2018: Volume 34, Issue 6 By Tom Jennings I was recently coaching a group of retail salespeople who were new to the flooring industry. While having a coffee break, the conversation shifted to infomercial salespeople. The general tone was one of amusement at the manner in which they conveyed their particular message for the product they were currently promoting. When I inquired whether they thought this method of selling was effective, the general...
Read MoreAugust 20/27, 2018: Volume 34, Issue 5 By Tom Jennings I recently had occasion to attend meetings in a large hotel in Atlanta. As I was walking through the main lobby, I noticed a bowl of bite-sized candies on the registration counter. Since I possess no will power when confronted by this temptation, I reached into the bowl and took a two-bite candy bar. Upon doing so, I was quickly admonished by the desk attendant...
Read MoreAugust 6/13, 2018: Volume 34, Issue 4 By Tom Jennings It was recently announced that Sears is closing another group of underperforming stores, including one not far from my home. As a longtime Craftsman tool junkie, I’m sorry to see this happen. But, as a retail merchandising junkie, who could be surprised? Rather than simply dismissing these announcements, there are a great many reasons flooring retailers need to be paying close attention to what’s been...
Read MoreJuly 9/16, 2018: Volume 34, Issue 2 By Tom Jennings I have long felt that before you can be a good service provider, you must first be an aware service receiver. There are lessons to be learned daily regarding the correct way to treat customers. Allow me to share an example. Recently I needed to travel from Kansas City to Phoenix on short notice. In order to get flight times that would accommodate...
Read MoreJune 11/18, 2018: Volume 33, Issue 26 By Tom Jennings During a business trip to Dallas not long ago, I found myself staying in a large, iconic downtown hotel. Throughout my stay, I kept asking myself how my reservation had been accepted as it seemed as if the hotel’s entire population consisted of Mary Kay Cosmetics representatives. My visit proved to be an eye-opening experience. If enthusiasm is contagious, everyone in this property was...
Read MoreApril 30/May 7, 2018: Volume 33, Issue 23 By Tom Jennings One of the best guides to personal selling success of our time is the late Zig Ziglar’s book “See You at the Top.” I am sure that many of you have read this classic at least once. While its pages have begun to yellow a bit, it remains a must-read for anyone desiring to move from salesperson to sales professional. There can be no...
Read MoreApril 2/9, 2018: Volume 33, Issue 21 By Tom Jennings When asked to compare the difference in performance characteristics between a top producing sales professional and an average performer, I always respond that a common trait professionals exhibit is they are willing to invest an extra few minutes per day toward their goal of being successful. By this I mean the minutes they are willing to prepare prior to their sales shift beginning. Ask...
Read MoreMarch 19/26, 2018: Volume 33, Issue 20 By Tom Jennings Today’s consumer is undoubtedly aware of the multitude of sustainable products available in virtually every product category. From cars to carpet, many of these new products are truly revolutionary. While it’s nearly impossible to have not heard about the upcoming car models, is the flooring industry getting its fair share of the attention? If not, then why not? Recently I decided to spend a...
Read MoreJanuary 22/29, 2018: Volume 33, Issue 16 By Tom Jennings No flooring store seems to be making easy money today. Competition is fierce and margins are squeezed. As with every budget in the business world, the need to watch expenses is very real. I get it. It’s just that there are some areas of your business which may be poor places to attempt to save money. In fact, in order to actually grow your...
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