Furniture stores have ghosts

Share on facebook
Share on twitter
Share on linkedin
Share on email
Ghost in the store

We use facial recognition traffic counters on our front doors to get as accurate of a count as possible of the people entering our furniture stores. It also captures a small image of each individual.

A couple of years ago, we discovered that on more than 30 occasions, a particular man’s photo was taken by the door counter, each unique with different apparel and facial hair. Normal in every way except one: The access to our store was after hours when the door was locked.

Further, we recognized the man was Jeff, our sales manager’s best friend who had passed away about two years prior and one year before installing the cameras. After talking with the counter vendor, there appeared to be no technology answer to Jeff’s appearances. Upon asking staff about this, we learned there had been other unusual and unexplained encounters in that store. Things were going on in my stores for which I had no context, with questions that I didn’t know needed answers.

It reminded me that our front-line staff has many daily experiences of which we are unaware. They are the ones who must explain our policies, see customer reaction to a product, hear their questions, know what causes customers to buy or not. They deal with the ghosts of past good and bad policies, failed experiments, and Ill-conceived ideas that legislate to the exception rather than the rule.

Since so much about retail has changed so quickly, could it be that we all have ghosts of policies, procedures, and just general way of doing business that suddenly haunts us in this new reality? Customers and employees have become accustomed to new choices and conveniences because of the pandemic. Yet many of us likely have a few old ghosts that scare customers away and chase key employees to other careers.

Have you updated your delivery policy for the safety of staff and customers? What about restocking fees after a customer endures our new longer delivery cycles? Do your hours need to be adjusted? Do you have some positions that could work from home? Do you have protocols for wearing masks, including dealing with customers who don’t want to wear one without losing their business? The list is endless.

Take a moment and ask your staff what they find scary when they arrive at work each day. You may find like I did, that your furniture stores have ghosts.

The Jeff story above is real. Let me know if you would like to hear more. dgunn@knightfurniture.com

 

 

Share on facebook
Share on twitter
Share on linkedin
Share on email
Looking to grow your business? Look no further.
Becoming a member of the HFA has more benefits than we can list here. Click the button to learn more.
Trending In

HFA Solution Partners

Retail in the City is a design firm specializing in designing new stores and renovating

Aramark Logo

HFA’s partnership with ARAMARK provides you with employee clothing and apparel that supports various functions

Since 1988, we have been producing products designed to solve sleeping issues. From our HealthySleep

Retail in the City is a design firm specializing in designing new stores and renovating

Aramark Logo

HFA’s partnership with ARAMARK provides you with employee clothing and apparel that supports various functions

Since 1988, we have been producing products designed to solve sleeping issues. From our HealthySleep

Acima_HFA Solution Partner

Acima is the only lease-to-own program that gives our 3,500+ retail partners the ability to

RetailSystem Logo

Created by a large furniture retailer over 18 years ago – RetailSystem cloud-based point-of-sale now

Acima_HFA Solution Partner

Acima is the only lease-to-own program that gives our 3,500+ retail partners the ability to

RetailSystem Logo

Created by a large furniture retailer over 18 years ago – RetailSystem cloud-based point-of-sale now

Sign up for more!
From HFA events to the latest member news, get updates straight to your inbox.

Not an HFA member?

Don't miss out on all of our association benefits!