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Roger Simpson is the CEO of The Retail Solution and has worked in retail himself for over 35 years. His company focuses on helping businesses improve service and sales through better focus on service standards, sales techniques, measurement and follow up. Roger is passionate about service and sales and believes these two areas can be improved dramatically to provide the end customer with a great experience that means more visits and increased sales.<\/span><\/p>\n <\/p>\n His company helps owners and managers to put in place the skills learnt at their training sessions, by following up in store. The focus is on training managers to be excellent coaches so they can provide ongoing support to their store owners\/managers. Over the past 19 years the Retail Solution team have trained in excess of 5000 frontline staff, managers and owners.<\/span><\/p>\n <\/p>\n During my conversation with Roger he shares:<\/span><\/p>\n <\/p>\n Roger\u2019s Example Of A Customer-Centric Business<\/b><\/p>\n <\/p>\n Selected Links For This Episode<\/b><\/p>\n <\/p>\n \u201cThe whole time the customer needs to be in the driving seat on whether they want to buy it or not\u201d <\/span><\/i>Roger Simpson<\/i><\/b><\/p>\n <\/p>\n \u201cIt\u2019s not selling stuff to people just to make the sale…because buyer\u2019s remorse is horrendous. We just don\u2019t go back then\u201d <\/span><\/i>Roger Simpson<\/i><\/b><\/p>\n <\/p>\n \u201cI believe most people want to do a good job. They don\u2019t deliberately miss things they just get into bad habits and they haven\u2019t been followed up and that becomes the way they do things. We can intervene to give feedback. If someone\u2019s doing it right give them 5 seconds of praise and it keeps them doing it. If they\u2019re not, it\u2019s a 15-20 second conversation to fix it.\u201d<\/span><\/i> Roger Simpson<\/i><\/b> ______________________________________________________________________________________________________<\/i><\/b><\/p>\n\n
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\n\u201cI believe we need to get managers working <\/span><\/i>with<\/i><\/b> their people. A lot of people become a manager because they\u2019ve been there the longest or they\u2019re the best sales person. They\u2019re taken off the floor and you lose your best salesperson. They\u2019re often not the best manager because it\u2019s a different skill set\u201d <\/span><\/i>Roger Simpson<\/i><\/b><\/p>\n