Page 0057

Page 56 FEBRUARY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

I watch other early morning people approach

the store and simply go to the competition. In

fact, most have spent their money and gone

home or on to their next stop by the time the

store opens. The stores that open an hour earlier

are simply taking market share by working

harder. Examine your business and look for all

possible ways to work harder to take market

share.

WORKING SMARTER

Recently, I gave a talk to the customer service

department of a large bank in the Midwest.

During my talk, I pointed out that while I

thought certain aspects of the bank's practices

were outstanding, there was one that I couldn't

comprehend. For some reason, this bank schedules its

ATM (automated transaction machine)

m a i n t e nance

and

replenishing

between

7:30

and 9:30

a.m. every

morning.

The bank

e s t a b lished this

procedure because that is when employees

arrive at the various branches - 30

minutes prior to opening. The only problem is

that between 7:30 and 9:30 a.m. is when most

customers need access to the ATM. What do

they find? "Out of Service" signs on the machines. Not

many people can wait 15 minutes

until the machine is serviced, or 30 plus minutes until the bank opens.

OUT OF

SERVICE

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