Is Loyalty Alive or Dead

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New POS Terminal by Radiant Systems Offers Superior Performance

Tech Tips

Building An Effective Team 2007

The Easiest $100 You Have Ever Earned

Retail SpotLight

Sales Tip

The Gold Support Service Advantage

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PT Rentals

Most Retail Companies are Dead Wrong about Customer Service

Is Loyalty Alive Or Dead? 
By Rick Segel

In almost every speech I make I say that loyalty is dead, but keeping the customer interested is in.
 
What I mean by that is due to the amount of competition, customers can easily be lured away from a business that they have patronized for years.  Examples are the jeweler that learns that one of his oldest customers bought a $10,000 diamond bracelet while she was on an anniversary cruise in the islands.  Or the local book store whose best customer buys an expensive book online from Amazon.com because she read the review online and said to herself, "Why not place the order?"

My point is that customers, regardless of how good they are, will just drift away if we don't do something to constantly keep their interest.  As bad as that might be, it gets even worse.  You have, or you think you have, a very loyal customer and you make a mistake with them.  How long will they stay loyal?

Two things happened to me that made me write this tip.  First, I was the opening keynote speaker at an economic summit in Colorado.  Another speaker who followed me contradicted my assertion that loyalty was dead.  He said it's alive and well.  OK, so we disagreed.  It's probably just his interpretation and he is entitled to his opinion, even though I have never had anyone really question my premise before.

I had almost forgotten the discussion of loyalty when my wife experienced something that destroyed the loyalty she had with a retailer.  Two-and-a-half years ago we bought a spa for our home on Cape Cod.  I met a wonderful spa dealer when I spoke at the Aqua Pool and Spa Show.  He was not the closest dealer to where we lived but we did include them in our short list of potential dealers.  We drove about 45 minutes to get to the store but we saw what we liked, the prices seemed competitive, and the people were wonderful.  So we bought the spa from them.

To read the rest of the article please press here.

WE WANT YOUR FEEDBACK

At Advanced Retail Management Systems we are committed to offering the best products and services in the industry.  Your feedback is very important to us in helping us deliver this promise.  Please E-mail us at customerservice@armsys.com with your comments and suggestions.  Your feedback will remain confidential.  Thank you in advance for your input.

New POS Terminal by Radiant Systems Offers Superior Performance   Source: Radiant Systems Inc.

Fit-for-purpose Solution Offers Greater Uptime and Longer Life

ATLANTA--(BUSINESS WIRE) -- Expanding its line of innovative point-of-sale products for the hospitality and retail markets, Radiant Systems, Inc. (NASDAQ: RADS - News ) announces the launch of the Radiant P1520 Point-of-Sale (POS) terminal.  The Intel®-based, solid-state, wireless-ready system offers operators a powerful, reliable and flexible hardware solution designed for non-stop performance in demanding restaurant and retail environments.

The launch of the P1520 POS continues Radiant's track record of success in delivering POS systems that combine leading technologies, superior ease-of-use, fast return to service and low total cost of ownership to restaurant and retail operators of all sizes.  Key value-added features of the Radiant P1520 POS include:

• Intel mobile architecture for high performance and faster speed of service
• Bright 15-inch color touch screen display with a wide range of tilt motion for improved ergonomics and ease-of-use
• Solid-state fan-less electronics, offering quiet system operation, durability and a longer useful
  life 
• Support for five different customer display options, including multimedia displays and
  interactive displays 
• Up to 13 peripheral ports, allowing restaurant and retail operators to connect the POS to virtually any device needed to run the business
• Rugged, solid-state power supply designed specifically for the harsh demands of POS applications

In addition, the P1520 POS system's optional built-in wireless networking allows for flexible terminal placement.  Restaurant and retail operators can station the POS wherever they need it to be without the constraints of network cables to optimize staff productivity, service speed and customer throughput.

"Restaurant and retail operators are applying more sophisticated software applications, multimedia and a variety of supporting devices in their ongoing efforts to enhance customer service levels and grow revenue," said Carlyle Taylor, president of computer products at Radiant Systems.  "It is critical for operators to have POS hardware that can support these complex requirements and stand up to hours of continuous operation in a demanding environment.  The Radiant P1520 POS addresses these needs in an innovative, compelling way, combining leading technology components, unmatched flexibility and adaptability, and exceptional reliability - all at an affordable total cost of ownership."

Radiant POS Terminals have been tested and approved to work with Retail Pro Version 8.  For more information contact Bob Evans at (303)738-1800 Ext. 303
or at bob.evans@armsys.com.

Tech Tips

Extra Tid Bits

1.  Reconstruct at least once a month and more
     during busier periods.

2.  Rent our Percons early for your yearly PI. 
     Everyone does them at the same time.

3.  A customer greeted with a friendly smile and
     a "Hi" is more likely to buy and less likely
     to shoplift.

4.  Scheduling reports to run overnight in Version 8 prevents our having to run the same reports every morning, every Monday or every first of the month.

5.  Remember, never edit or delete inventory, always use Clean House.

6.  Keep It Clean - clean your hardware every so often.  It can really
     make a difference whether you look clean and professional or dirty
     and messy.

7.  Giving your pet a little pat and cuddle can help to lower your blood
     pressure and put a smile on your fact.

Trainer Tip:  Gift Certificate

A gift certificate is "store money" that can be used to purchase merchandise at some future date.  When a customer buys a gift certificate, there is no net sale.  The customer is paying in the amount of the certificate in one currency (such as cash) and receiving the same amount as change in the form of a gift certificate.  Reports, including the x/z out reports track certificate purchases as Gift amounts paid out and redemptions as Gift amounts paid in.

To Sell A Gift Certificate

1.  Start a new receipt with no items listed and go to the tender screen

2.  Enter the amount of the gift certificate being purchased as a negative in
     the Undefined field.

3.  Select GIFT from the side toolbar.  A dialog box will appear asking for
     the gift certificate number.

4.  Enter the number then select OK.

5.  It will show Change:  GIFT for the amount you entered

6.  Tender the undefined amount as usual usng the tender types from
     the side toolbar.

To Redeem A Gift Certificate

1.  Ring a sale and tender the receipt normally.

2.  Enter the amount of the gift certificate then select GIFT.

3.  Record the certificate number into the dialog box then select OK.

4.  Tender any change in the normal way.

The Easiest $100 You Have Ever Earned

Tell another retail store that is looking for a Point-of-Sale system about Advanced Retail Management Systems and Retail Pro and receive a $100 American Express Gift Certificate. The first 5 Retail Pro customers each month that refer a qualified lead* will receive this $100 gift - its that easy! We strive to provide the best Point-of-Sale products and services in the industry and want to pay you to help us get the word out. In addition, if your referral purchases Retail Pro, you will receive our standard referral fee of $500 on account or 4 Client Service Hours. So spread the word about Retail Pro and receive a fee gift each month. Click here to submit your referral.

*Qualified lead: must be looking to purchase a system within 6 months and willing to see a Retail Pro product demonstration. ARMS reserves the right to make a final determination as to what is approved as a qualified lead.

Ouest is French for "west".  It is also a high-end fashion boutique in Chicago's West Loop.  Ouest is the brainchild of Kelly Bry and Courtney Plumb.  The two entrepreneurs met while working in fashion retail and their similar tastes and desires spurred them on to open Ouest in August of this year.  Ouest carries high-end clothing, handbags and accessories with a French flare.  Some of the designers are Sonia Rykiel, Barbara Bui and Missoni Sport.  Ouest also carries Coco Plumb accessories, which are the creation of Courtney Plumb. 

Ouest is a client of Advanced Retail Management Systems and purchased Retail Pro for their point of sale and inventory control solution.  Kelly, Courtney and Lara Heffernan, Store Manager had all worked with other systems that were difficult to use. They like Retail Pro for its ability to capture customer information, the reporting capabilities and its ease of use.  ARMS is very excited to have Ouest as a client.  If your shopping forays are not resulting in that very special purchase, check out Ouest.

Their website is located at http://wwwshopquest.com.

Sales Tip

Help People Treat Themselves. 

When finding out who is on your customer's shopping list, don't forget your customer!  According to BIG Research/NRF data (reported in Specialty Retail Report, Fall 2006) "last year consumers planned to spend an additional 17.7 billion on themselves.  Men were most generous to themselves, spending $108.87."

So, when thinking of ways to expand sales, remember to make the offer to your customer.  Have a BOGO or  similar multiple item offer?  Recommend one or more as gifts and one for the customer.  Or once the customer has selected an item simply ask, "How about treating yourself to one of these too?"

The Gold Support Service Advantage

Whether you are an existing Gold Support customer or a customer considering our premier support plan, we wanted to make sure you were aware of the benefits of Gold Support Service.  In addition to support during regular business hours, Gold Support Service has the following added benefits:

Emergency Technical Support (ETS):  Gold Support includes ETS at no additional charge.  ETS is available 365 days-a-year, during the week; after-hours and on weekends and holidays.  The hours for ETS during the week are: 6:00 a.m. to 8:00 a.m. and 5:00 p.m. to 9:00 p.m.  The hours for ETS on weekends and holidays are 6:00 a.m. to 9:00 p.m. (Mountain Day Time).  ETS is offered for emergency support. Examples of ETS are customers who have data corruption, when a system is down, or when you cannot make a sale at POS.

Courtesy Calls: Gold Support Service includes courtesy calls.  In the past ,short training questions and questions on your hardware were considered Client Services.  Courtesy calls are now included with Gold Support Service at no additional charge.  A courtesy call is typically 15 minutes or less and could be a training question or any type of general assistance on your Retail Pro system.  Keep in mind formal, scheduled training is still tracked as Client Services.

Key Features of Gold Support:
     *Toll free 800 number to call for support 
     *Unlimited support incidents for 12 months
     *Available during regular business hours 8:00 a.m. to 5:00 p.m. Mountain
       Time
     *Includes Emergency Technical Support (ETS) at no additional charge     
     *Includes Courtesy Calls for training questions and general assistance.
     *Priority response time - calls are typically responded to within 1 hour
     *Includes unlimited access to ARMS' Online Support Services:
            Log a call online
            Search AnswerBook
            Review open calls online
            Downloads

If you are interested in signing up for Gold Support Service, please contact Marta Witt (303) 738-1800 ext 323 or email her at marta.witt@armsys.com

MEET OUR STAFF

Jeana Thomas - Retail Systems Specialist

Jeana dedicates herself to a job she knows and loves at Advanced Retail Management Systems.  As a Retail Systems Specialist, Jeana combines an in depth knowledge of Point-of-Sale and Inventory Control Systems with a 20 year history in retailing.  Her background with retailers like Melville, The May Co. and Talbots, includes multi- and single store management, at the department store level and the specialty store level.  Jeana has consulted with countless retailers across the United States, including well known retailers such as Benetton, ARC, The Denver Zoo and the US Olympic Committee.  As a Retail Systems Specialist, Jeana works hands on with clients and is a Project Lead. 

Starting in February 2007 (dates will be released soon), Jeana will be conducting FREE Training Seminars called BUILDING AN EFFECTIVE TEAM 2007, which will take place in Denver, St. Louis, Salt Lake City, Chicago, and other cities. Customers will learn proven techniques for staffing and training their personnel as well as participate in a workshop to learn how to manage their Inventory and Customers with Retail Pro. 

Many of Jeana's friends know her as the "Scrabble Queen."  Winning a game against Jeana is nearly impossible.  Married with four children, she still finds time to enjoy many outside activities. As an avid gardener she has cultivated a large variety of flowers and has 30 indoor plants in her home.

Jeana is a perfect fit as an ARMS employee.  She's happy to have been given the chance to incorporate her years of extrinsic retail knowledge while working with ARMS clients in the world of specialty retail for as Jeana states "combining both "retail" and "specialty." "this is the best of both worlds."

Physical Inventory Data Collectors

The demand for renting Percon PT Data Collectors (Physical Inventory Data Collectors) has been traditionally very high at the end of each year. We have a large number of Percon PT Data Collectors available for rental, however, based on the demand we may not have enough units for all customers. The Percon PT Data Collectors are reserved and rented on a first come first serve basis. If you plan to do a physical inventory soon or at the end of the year, we suggest reserving your rentals as soon as possible. Please contact Cathy Shields at (303) 738-1800 Ext. 326 or E-mail her at cathy.shields@armsys.com.

Most Retail Companies are Dead Wrong about Customer Service! from Anne M. Obarski

Strive for a POSITIVE 5

The service a customer expects and what they actually receive can be two totally different things. I have noticed recently, that more companies are marketing that they offer great customer service but in reality what they are delivering is merely the efficient services of a team of "clerks" or at best, order-takers.

I define the outdated word "clerk" as someone who completes the transactional part of the sale as quickly as possible and is on to the next customer. Their communication skills are poor at best and the need for those who are efficient at multitasking is high on the priority list.

Schedules have been trimmed so much that the time required to actually build a relationship with a customer is almost non-existent.

I often wonder where the time needed to actually "politely wait on a customer" fits into the daily priority list?

That question was very apparent to me the other day. I had just taken the last picture on my "old style" 35 mm camera and needed to take the film in to my "favorite" pharmacy to get developed. That routine now sounds rather prehistoric in the scheme of digital cameras and fancy color printers.

My camera uses a special type of film that can only be developed in one hour at certain stores. I wanted the film developed in a hurry as it was for my daughter who was leaving town and she wanted to take copies of some of the pictures with her. I drove to my "favorite" pharmacy where I know they can process them quickly because they just added a special machine to handle my type of film.

As I approached the front door of my "favorite" pharmacy, which by the way has only three letters for a name, I noted a new "sign" that I had not seen before. It said "We Strive for Five; If our employees don't score a "Perfect Five" feel free to ask to see a manager." I assumed, before entering the store, that the employees must have been through some type of customer service "training" program and that the customers were allowed to be the judge of whether the employees were putting to use what they learned.

I approached the photo counter and started to fill out the envelope for my film and heard the following words from a sales associate I had yet to make eye contact with. "We are really busy and won't be able to get to your film today and someone called off for tomorrow so I don't think tomorrow is a good possibility, why don't you take them to the grocery store across the street?"

Well, how is that for striving for customer service?

The sales associate then glared at me over her "half-eye" bifocals and I responded by looking her square in the eye and said, "I will wait until the pictures are ready because I don't have any other choice. You see, the store across the street doesn't process this type of film and my only other choice is Wal-Mart and they are twenty-five minutes away!!"

She still looked rather miffed that I was still standing there and she quipped as she took my envelope, "Well, I can't promise they will be done tomorrow but you can try after 3 p.m."

I think this employee failed the training program.

What I expected when I came in and what I actually received was a huge disconnect. She certainly didn't make the connection between good customer service and her need to let me know how overworked she was! Big mistake!

I look at good customer service like a light switch. You can turn it off or on and but it is all about the energy flowing between two sources that is required to make a positive connection.

So I am going to re-write their training program and call it, "Strive for a POSITIVE 5"!

Part 2 will appear in January 2007