How will the EU referendum affect Britain's High Streets?

There has been much debate about our role in the EU and the upcoming referendum when the country decides whether we stay or leave.

There has been much scaremongering from both sides and it will continue up to and beyond the referendum. The latest has been the Prime Minister with a warning on businesses and jobs-

http://www.bbc.co.uk/news/uk-politics-eu-referendum-35769809

So how does this affect retail? What impact will it have on the High Street? Let's take a look.

EU grants

One of the overlooked areas when it has come to the debate has been the handouts that councils have been able to access for regeneration. Some depressed areas have spent you'd money well and turned terrible High Streets in to great shopping destinations. Leaving the EU would revive direct access to these grants and the U.K. Government would need to provide a replacement. If we are net contributors to the EU as we have been told by the 'Leave' campaign then this money could still be found to continue what has been good work in some areas.

Retail businesses

There has been some depressing statistics about the job situation over the next ten years recently anyway. It remains to be seen what a Brexit would mean to our retail industry and the future of our High Street but it doesn't appear that it will spark a massive change. The country is more than capable of quickly agreeing new trade deals with our current EU trading partners to keep open the lines of business. Therefore any worries about trade becoming more expensive should be allayed quite quickly.

Jobs

There has been longstanding fears for job security in times of large level immigration. These fears are global at the moment with the exodus from Africa and the plight of people in Syria and the surrounding area. Leaving the EU won't diminish our responsibility to take in refugees but will give us control back over the one area of immigration that we can't do anything about as it stands - EU immigration. Because of the free movement of people within the EU we have people from all over the continent working in our country. In terms of culture and diversity it is a great thing. In terms of job security for British nationals it may have held back youth employment. I say may because it is difficult to put exact numbers in it. Only a Brexit will give us the chance to see what this will look like.

I don't have any strong feelings at the moment whether in or out is the right thing for the UK, but as time goes by and I listen to what has to be said then I will definitely be voting. Please make sure that you also take part in this important decision-making process.

See why the entrance to your retail store should shout about your claim to fame

I'm in a local garden centre today and as I walk through the first aisle from the entrance to the café I am a little dumbstruck. I walk no more than 40 yards and I am confronted by-

• Christmas decorations
• Alcoholic drinks
• Books
• DVD's
• CD's
• Jigsaws
• Toys
• Food items
• Non-alcoholic drinks

And then the café itself

I'm struck by a retailer that doesn't really know what it wants to be and what it stands for. I've used this phrase in my blogs before and it means so much-

Decide what you want to become famous for.

Now I'm not talking about the celebrity type of fame that seems to float the boat of so many people today. I'm talking about the famous part of your retail business that customers will talk about and return for. It's been referred to as your USP or your diffetentiator and it's what makes you a success. Woolworths was the prime example to me of a retailer that didn't know what it wanted to be. It tried to be all things to all people and became unimportant to many. I've also blogged about Tesco trying to do everything but ending up doing everything worse than their rivals-

http://mytimeinretail.blogspot.com/2014/06/tesco-sales-drop-is-about-more-than.html

I don't necessarily think that a retailer shouldn't sell more than one type of product, but the initial message should scream from the rooftops about what you stand for. This retailer I'm in today states that "we do all sorts of stuff." It's not a sparkling message.

Looking around the garden centre, there are places of interest, areas where they do stand out from the competition. The café is very busy and the food looks great quality. The Christmas decorations are vibrant and have a great mark-up. The indoor plants are well-priced and different varieties to other garden centres I've been in. One of these areas should be the absolute focus of the attention as the part of the business that leads customers to walk through the door and return.

For your own business you need to look at what you are doing and make a decision. The decision needs to be around what you think you should be famous for. Once you (and your team) know what this is then position your store so it talks to your customers in those terms-

"Mr and Mrs customer, this is what we do."

Shop Local is about spending with genuine authentic brands

I have talked many times before on my retail blog about the importance of shop local. Shop local has become an important movement and I think that getting behind the small businesses that produce high quality products becomes more and more important as every day passes. News articles about the perceived greed of Starbucks, Google and Amazon have been followed by recent articles about large restaurant chains taking tips away from their waiting staff. And every time one of these issues is exposed in the media or social media, there is a genuine outcry of anger from consumers. Being a responsible consumer, though, is about much more than boycotting a brand because they have had an unseemly practice exposed in the media. The positive side of responsible consumption is to be a consumer of, and brand advocate for those products that reflect your own values.

One such product is Mannys Sauces. They currently produce a range of 9 sauces and all free of the top 14 allergens, and are suitable for vegetarians and vegans. The sauces come with a guarantee of 100% satisfaction or your money back – that’s how confident they are that you will love them. In fact, the Piri-Piri and the marinades are considered to be within the best sauces on the planet. So, when you have a product that’s made with all natural ingredients in the UK to the highest standard then it’s something that you just have to get behind. And there are more than one way of getting behind a product as good as this. The first step is to try it. The Meat Marinade is created to marinate all red meats such as pork, lamb and steak but, it’s actually also delicious with any kind of fish or seafood. The Curry Sauce lets you make the most delicious and healthy curry in your own home, without any hard work or effort! And they can be found at http:/mannyssauces.com Once you’ve tried the sauces and I’m sure that you will love them, it’s time to be a brand advocate and make sure you share your love of them on social media. Mannys Sauces can be found on Facebook at https://www.facebook.com/Mannys-Sauces-182624281912692/timeline/ on Twitter at https://twitter.com/MannysSauces or check out their YouTube video at https://youtu.be/9gSO1jGftyM

My blogs always look at the process of being a retailer and how your actions fit in with your overall brand, and being an ambassador for a genuine, authentic product will help your overall business as their name and your name move through the social networks. When you find a product that you can see is on the way up then your instinct as a retailer is to get behind it. And I feel that Mannys Sauces is one of these products. The next step for you will depend on where you work. I know that my blog is read by independent retailers and those who work for larger organisations. If you are an independent retailer then, using Mannys Sauces as an example, you should get behind a UK independent, genuine, authentic product by becoming a stockist. If you are working for a larger organisation then you should be as aware as you possibly can be of these genuine, authentic products appearing on the marketplace and seek out the producers to see if you can provide them with a platform for their product.

Something else I repeat on this blog is finding out what you are good at and then making sure you can produce it day-in, day-out. Expanding your empire should come at a time when you have got a complete grip of what you are currently doing and you are ready to move on. Well, Mannys Sauces have done just that with a range of continental meat lines that would perfectly expand on what they already do, as these are great for snacks, tapas and sandwiches etc. These are more great products and you can currently choose from Portuguese-Style Chorizo, Chicken Chorizo, Paio, Presunto or Pork Belly. These make a perfect plate if you don’t have as much time, or if you want something lighter.

The products are backed by enthusiasm and a dream – the story of Manny. I’ll let him tell the story himself here-

“As any other person in the world, I had a huge dream - to open the first Piri-Piri Chicken Restaurant in the world, and then spread this dream to every corner of the planet. It wouldn’t be easy to achieve, but neither was it impossible. I had the will, the courage, the faith and family support to make it come true. Early in 1985, I sold my home to open the first piri-piri chicken restaurant outside of Mozambique. CHICKENLAND was the chosen name and Johannesburg, South Africa was the birth place of my dream! After a short while, I was making, bottling and selling a range of 5 different Piri-Piri Sauces and Marinades. After a slow start, the business was a stunning success! The name quickly spread across the city and everyone was talking about this new food place that was taking the food industry by storm.

The business success was proven! The next step was expansion to other parts of the city, country and abroad, and many people tried to get financially involved. Expansion included a need for capital and people, and so in 1987, I sold some of my business shares to two young men: one of Portuguese origin and the other, a South African of Jewish origin. Shortly after they joined, the business name was changed to NANDOS. Chickenland was a nice name, but according to marketing experts at the time, it was felt that the business should be backed by a personal name before the expansion took place. BetweenMANNYS and NANDOS, I was out-voted two to one, and the latter name was chosen. Despite a few initial problems, the expansion started taking off and now more than ever, the success was tremendous!

A few years later, the rug was pulled out from under my feet and I was forced to leave my business. I lost my dream; one of the best things in my life after my family. After this happened, I opened a few other restaurants including Chickenland in Portugal, but these weren’t my dream. It was a way to make a living, but it wasn’t my passion. It took me a long time to recover from what happened, but I was determined and pushed through until another dream emerged; to make the best sauces and speciality food products in the world! MANNYS SAUCES is now my new dream! Once again I can see this new dream taking shape and growing strong all the way to the TOP! The passion is back and I again have the will, the faith, the support of my family, and the support of so many loyal customers that know and appreciate the high quality products that we make. I am forever grateful to my family and my customers for their support and the divine forces for showing me the way.

Manny x”

So, shop local is about more than paying lip service to spending some time and money in your nearest High Street every now and again. It’s about getting behind genuine, authentic products that show the World (and the World of social media) that the brand choices you make change people’s lives.

How do you stop a downward spiral?

I've worked with retailers that have been going through a downward spiral and struggling to address it. By a downward spiral, I mean a drop in sales, that ends up with a cut in staffing, that in itself prompts a drop in sales and so on. There are other symptoms that usually go with the spiral, and they include-

*Low staff morale

*High staff turnover

*Low customer satisfaction

*Uncompleted tasks

*Low personal morale (the business owner)

Obviously this combination of factors can be pretty poisonous for a retail organisation - or any organisation for that matter.

Dealing with it at any given point in the timeline is difficult, but not being there every day with your team in the shop floor may well mean that you miss a lot of the warning signs above and end up dealing with it when it's festered for a while. Having to deal with it at this's the stage is much more difficult as you will now be dealing with some of the after-effects of the problem as well as the problem itself.

So, how do you stop the problems from getting any worse?

I've worked with single independent retailers and in national High Street chains and the first step in any of these organisations is to communicate effectively with your team. Spending time with the team on the shop floor may seem like an obvious solution but it definitely is the start of the process. Talking to your team in their everyday roles and everyday setting is a great place to start. And a large part of your communication technique here needs to be listening. You need to be able to find out the feelings of your team and there's no better place to do it. At the same time you are doing this, it's also the ideal place to communicate the plans for the organisation - to let your team know about the past changes and any changes to come. These open lines of communication change the way that the organisation and you are viewed by the team.

Of course, communication on its own won't be able to turn around morale and solve all the problems. In partnership with this, the team needs the feeling that things are turning around. If the store or company is feeling like it's still spiralling downwards, then even effective, positive communication may struggle to stem the negative feelings. At this point, every small victory needs to be celebrated. A new contract, a big sale, a particularly good piece of customer service - anything that has a positive feel to it. Celebrate these small wins with the person responsible and the whole team. This feeling of small positives will start to chip away at the previous negative vibes and start to get the team feeling better about themselves.

If you find yourself in this situation, either as the owner of a retailer or as part of the store management team of a larger retailer then I feel for you. But I think that by flowing the above steps, you can start to put positives in the eyes of your team and turn things around.

They say retail is detail - I often disagree

In my many years working in retail I've often heard the mantra retail is detail. Now in small local retailers, particularly when it's not a fast moving product or products, then this CAN be true - details can make a difference. In large retailers, discount retailers, supermarkets, corner shops, convenience stores, newspaper shops and the majority of clothing retailers then retail is not detail. In these case, retail is about being 90% at most-

90% of your customers served quickly

90% of your products available

90% of your customers asked if they have your loyalty card

90% staff attendance

And the list could go on.

So not very detailed then.

Don't be downhearted, though, because this 90% isn't an horrific figure. On one hand it's probably as much as your competition is managing. On the other hand it still gives room for improvement.

Now to get up towards 100% will take investment. Better wages to get better staff attendance, more staff to keep queues down, more staff and more stock holding to keep availability up, etc.

So the next step would be to ask the question -"what type of retailer do I want to be?"

One that keeps 90% of customers happy? Or do I want to spend a little more?

If you're a small, local, self-managed retailer then is suggest aiming for the 100%. It's being different that will get you noticed. It's really hard to try to compete on price, especially against national or multinational organisations that are bound to have much deeper pockets than you. Providing better service, a better experience at a higher price point is letting your customers know that you are different, you are better.

If you're a large multi-site retailer and you can't be at every site, every day, all day then 90% isn't a bad starting point. You can push your team on from there, starting with the store managers. Motivate them and watch this motivation filter down to the customer-facing team members.

Have you started the year with a bang?

Calling all retailers - 2015 has started and those selling off all their unsold Christmas products have started with somewhat of a bang. Footfall has been good, the weather has been kind and opening hours have attracted a lot of bargain hunters, in store and moreso online.

Don't dismiss online. Remember back to previous blogs where I spoke about click and collect.

http://mytimeinretail.blogspot.com/2014/04/asda-gets-in-on-click-collect-boom.html

I have seen research by an unnamed High Street retailer that the average customer spends approximately a further £8 when they come into store to collect their goods. The value of this is immense.

If you haven't got your act together for 2015 then ensure that you start to think and act straight away. Get your team together and work out what you want to achieve this year, and then build stepping stones if a rinks that will allow you to get there.

Good luck!

What Traditional Estate Agents don't tell you: A guide to getting the most out of selling your home by Steven Thompson http://www.amazon.co.uk/dp/B00I5HOJAM/ref=cm_sw_r_udp_awd_lhuQub1ZH8DHV

Black Friday - are you participating?

In a really crowded marketplace, are you participating in the Black Friday sales bonanza? I think that this event has been created out of nothing relevant to the UK but retailers wanting to shift as many units as possible. Amazon started the trend and it's the big online retailers and multiples that have run with it. The good thing for retailers with the timing of the event is that it coincides with many people's last payday before Christmas, so they are feeling a little flush and many are ready to spend and get a large chunk of their Christmas shopping done.

As a small independent retailer, you have one of two options, in my eyes. You can either roll with it or try to stand against it.  Here's what I mean-

Roll with it

There has become such hype about the event, many independents will feel that they simply have to offer some Black Friday savings or promotions. To get lost in the retail marketplace on such a busy day would be a major trading blow. To compete with Amazon, Tesco and the like, you'll have to box quite clever to find a niche in the marketplace but they exist. I would think that this will be a good strategy for retailers that will see a large footfall passing their door - those in major shopping centres or city centres or those near a Tesco.

Try to stand against it

There is a viewpoint that independents won't be able to price compete on days like this. Independents can offer their own bespoke products and services at their own prices. Next Saturday is Small Business Saturday, and that's when you can get behind a marketing event that is designed just for you.

I'm sure that retailers will take many different stances in relation to this but the one thing I advise is that you measure how successful it has been and learn from it for next year.

Are events for your customers or your team?

Minh It's that time of year when retailers start sending you emails and accosting you in store to tell you about their shopping events-

Discount card promotions

Extra points offers

Pre-Christmas sales

Black Friday

Cyber Monday

Offer of the week

These are all events running in various retailers at the moment in the UK and beyond.

My question is -

Are these events for your customers or for your team?

I know that eventually they are for your bottom line, or your shareholders, but I think on the surface it's a different proposition. Do they serve the purpose of attracting more customers to your door? Or do they serve the purpose of motivating your team?

I think that here is a bit of both but more for your team than your customers. It's nice for your team to pull together for these events, inspire each other and feel motivated to give their all for a big sales push. It gives you all focus in the build up to get the store ready and plan what you will do to make it special. It has a unifying effect, and gives something to look forward to, and something to reflect back on.

This has its own value.

For all you independent retailers (which I hope is a large proportion of my readership) then Small Business Saturday on 6th December is one such event that you can get behind. It's not too late to get your pack from -

https://smallbusinesssaturdayuk.com

Get you and your team behind it, and support other local business as well.

Small Business Saturday 6th December

Saturday 6th December is Small Business Saturday so make sure you plan ahead to promote the fact. Mentions on your website, social media presence, in your shop and in conversation with your customers will help to make it as successful as possible. It's great timing that close to Christmas so plan ahead - I've seen some local shops advertising competitions, prize draws, free gift wrapping and others. This is a great way to lock in the trade at this time of year, and even steal a march on some of the chains and multiples by getting your customers to buy early from you, rather than later from them.