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:
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).
1. Clean your customer’s jewelry…for free! Nothing gets a conversation started with a customer faster and smarter than, “Ma’am, would you like to me clean that ring for you?” – especially a jewelry customer. It costs next to nothing, creates an avenue for discussion and virtually guarantees a satisfied customer – even if he/she doesn’t buy anything that trip. Get the customer’s name/email/cell # and, for PM customers, use the want list feature available, and watch the sales roll in. That’s a permanent customer.
Competition... What is it? Someone else that does what you do? Do they do it better? Or are they just another company in the same field or on the same street.
Don't sweat competition; I try to never sweat competition. There will always be competition and sometimes I admit I don't like it (I'm not perfect).
However, I worry more about what I'm doing for my clients and my company start to finish day in and day out. So many people get wrapped up in what everyone else is doing or saying that they forget about themselves and what they have on their own to-do lists.
1. All TV’s on the sales floor are turned on. Two factors sell nearly all TV’s… Price and picture. There is virtually no chance a TV that isn’t on will generate much interest from customers. Older TV’s may sometimes have a great picture and, hopefully, be affordable to someone with a small budget. Even poorer pictures can sometimes be enhanced by attaching a Blu-Ray player. Still, go back to rule one… Turn it on!