PawnMaster Blog

Behind the Counter: Hire, Train, and Retain

Hiring new staff members for your store can be challenging; believe me, I know. But there's more to just bringing the right candidates into your shop, you need to know how to retain them while helping them to gain confidence in our fast-paced (and at times stressful) work environment.

Guest Blog: How We Reached 14,000 Local People for $3 on Facebook

 Steven Sinatra is a second-generation pawnbroker who, along with his father, runs World Pawn Exchange in North Bend, Oregon, where he is GIA jewelry professional and managing partner. As someone who grew up during the technology boom of the mid-90s, Steven has a unique understanding of how to best reach his customers through the platforms that they use every day. He approached PawnMaster to write a guest blog on the topic, and we were happy to take him up on his offer.

Why Text Messaging?

Text messaging – We all do it, multiple times a day, every day. There’s a reason text messaging is the number one form of mobile communication in the world. It’s fast, it’s easy, everyone does it. In fact, over 26 billion texts are sent each day in America alone. But that’s just the tip of the iceberg.

A Good First Impression

Here's something I learned early on in my sales career—first impressions matter! If there's one thing to always be mindful of, it’s to pay attention on how you're coming across to the people that you're communicating with. It's even more important when you're communicating with them for the first time!

Behind the Counter: Qualifying Customers

When it comes to running a successful pawn business, one of the most important skills for a broker to have is the ability to qualify their customers. Qualifying your customers is like vetting a new hire; you need to see if it's going to be a good fit.

Behind the Counter: Disgruntled Customers

I've been in the pawn business for over 20 years and you better believe that I've seen my fair share of unhappy clients. The first time you're faced with an upset customer, it's a lot to take in. Even the most experienced brokers will have their hands full when it comes to a really disgruntled customer who thinks they're in the right. Throughout my history in this business, I've learned a few ways to diffuse a situation and help both the customer and shop owner come out feeling satisfied, reassured, and respected.

Workers Compensation: What You Need to Know

I've been in insurance for a long time, and have seen a good number of business owners and their employees sustain injuriesmany very minor, some permanently life-altering, and a few unfortunately resulting in death. Most of these injuries could have been prevented, but there are circumstances that are 100% out of the control of any business owner. No matter the end result, the bottom line is that someone has suffered a work-related injury. So as a business owner and the person responsible for coverage in your shop, what's the first step?

When Dealing with Insurance, Don't Come Up Short

The pawn industry is alive and well, full of bright and forward thinking professionals as well as seasoned veterans who have seen it all, or at least know someone who has. Even with that much collective experience, the unexpected can and does happen. For nearly three decades, UL&C (PawnInsurance.com) has been providing comprehensive insurance to pawnbrokers nationwide. Through the years, we have seen a trend of pawnbrokers and their agents attempting to reduce their cost of insurance by not securing enough coverage for their Business Personal Property (furniture, fixtures, and equipment) and Tenant Improvements and Betterments (covering alterations made to the the physical building).

The Manager's Circle

Does anyone out there know what the Manager’s Circle is?  If you’ve ever worked for me or know me professionally, then you absolutely know this concept.  It’s an imaginary circle, between the pawn counter and the front door where the manager resides while at work.  Why?  Because when a customer comes in to get a pawn, I want three things to happen:

5 Helpful Hints for Pawnbrokers - Volume 6

 


 

1. This is NOT your Grandpa's old pawn shop! We must have an outstanding customer experience!  Make it lively with upbeat music, smiling faces, etc.  Also, give away bottled water and/or popcorn.  Think about your shop from a "millenial's" perspective and make sure the experience is one that will bring them back because it is fun to be in your shop(s).

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