Just recently I addressed a group of independently owned retailers, who expressed their concerns for survival in competing with the "big box chains". Much of their concerns came down to fighting the price battle. Certainly this is a legitimate concern, faced by many. The great news is "there is life beyond the big boxes"! However, it will require more than "business as usual".
The big boxes can be beat, and are being beat regularly, with service beyond expectations. Critical to this is the quality of the people we hire, how empowered they are to "do the right thing", and how trained they are on "what are the right things".
This all requires consistent communication by the leader, reinforcement of the good examples through reward and recognition, and creativity to go that "extra mile".
Be sure to identify those "extra miles" so all can experience the "why" of doing business with you.
A couple months ago I shared the story of the many "extras" delivered to me by my "independently owned" bike shop. Click on http://www.edgecyclesports.net/ to see examples of that "extra mile". Every business has the opportunity to win the battle with the big boxes; just remember it will require you going that "extra mile".
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