The UK economy has grown at its fastest rate in three years. There’s still a long way to go in terms of full economic recovery and prosperity in all sectors, but it’s a good sign for retailers – both large and small.
The UK retail sector is superbly varied, enjoying the benefits of high street sole traders and local shops right through to large outlet villages and big brand chains. But whatever the size of a store, there’s always the potential for clutter and untidiness to leave a mark.
What effect can this have on customer satisfaction and revenue? Budget high street chains are often chastised for poor store tidiness. For example, in June 2013, Primark was outed as one of the messiest stores on the high street in a Daily Mail online article. The journalist ultimately gave the store 0/5 for customer experience. Retailer Next was the high street store coming out highest at 5/5, largely thanks to keen staff, good layout and a smart, tidy store interior. The impeccable customer service in Joseph was let down by shoddy changing rooms and poorly hung clothes, earning 3/5.
The moral of this survey? The best customer service in the world wont make up for a poorly planned, messy store!
1. Invest in the right shop display equipment.
Without the right storage and display tools, it will be difficult to keep the store looking tidy. It also makes it a more difficult place to work in. Lack of storage is one of the main causes of clutter in the retail environment.
2. Use point of sale to keep smaller items away from the main display.
Point of sale (POS) displays are superb for minimizing the spread of smaller items that tend to get messy. For example, a clothing store can keep small, cheaper accessories in the POS display to encourage buying and reduce the chances of these items causing clutter elsewhere.
3. Create no-clutter zones.
Brand image is important. High-end stores like Prada and DKNY do not allow staff to set items down in certain areas of the store, e.g. piling up returned items in clear view of customers behind the till. High street stores like Zara also maintain zones where staff cannot store or leave items. This is a superb way to minimise the spread of staff-led clutter. No-clutter zones tend to work best in publicly viewed places such as the area immediately behind the till.
4. Emphasise the link between a tidy store and good customer service.
The right retail supplies can help reduce the workload for store employees. For example, all employees should understand the necessity to be vigilant for fallen stock or items that have not been put away properly by customers after handling. A functional system of storage and display equipment makes it easier for staff to rectify tidiness issues quickly and efficiently.
Libby Carins is very interested in the life of Britain’s high streets. She writes for several retail blogs, including retail supplies brand, Morplan.