The secret sauce to any retail business

The big day has finally arrived - your birthday, Christmas or whatever.

Your parents have gone to a lot of trouble to find you the perfect gift: that supadupa robotised gizmo that all the rich kids have. It cost about the same as a mortgage repayment, but you are ten years old and you don’t care about anything like that.

You rip off the paper. You rip through the box. You quickly assemble the various bits – you have studied how to do so on YouTube for days.

Then you press the ON button and… nothing.

You look at the box in dismay and you see a small sign: Batteries not included.

No matter what you do next, the joy and the buzz will never be able to be recreated fully. No matter how quickly you seek, find and install batteries, the gift will never be appreciated in exactly the same way.

If it has happened to you, then you will understand.

It is the little things that count.

It is the little things that give big moments their meaning.

It is hard to lose track of the little things when we focus on the big things.

And it is the same for your business.

In every business there is something that ‘makes it tick’. It is the something that energises the whole business. It may or may not be visible to the customers, but it is what makes everything work.

In a supermarket it may be the cleanliness of the trolleys and baskets.

In the coffee shop it may be the chatter of the barista that makes the wait worthwhile.

What is that ingredient in your business?

If the customer presses the ON button to interact with your business; what happens?


  • GANADOR: Architects of high-performance retail environments.

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