Vend are a kiwi company that make a point of sale system that is helping retailers all around the world do it better. They’re sponsoring this series on retail success where they talk to users and share some of the tips that make them successful in retail.
Murray Crane’s Crane Brothers is famous for attention to detail, customer service and knowledgeable staff. Selling suits requires a great relationship with customers, and that requires a special kind of staff member. Just how does he do it?
You are well known for having great staff - how do you find them?
We are actively recruiting the whole time. I try and hire people with no previous experience (and bad habits) when they present themselves rather than when we have a vacancy, which is the worst time to get the right person. They must be personable, have initiative and a good work ethic; stuff that can't be taught.
How do you train them?
On the job, I prescribe to the sink or swim policy.
How do you look after them to retain them?
If they swim they normally flourish, then it is a matter of making sure they feel valued and have high job satisfaction. It isn't a foolproof process.
What is important for retailers to know to get the best from staff?
Know how to retail! After nearly 30 years on the shop floor I still don't think I know it all. Retail business owners who don't work in their own stores will never fully succeed.
Tell us about the Wanted Ad that hit the news?
I think it summed me up pretty well and my position on recruitment. I was sick of being disappointed by people applying for the jobs we advertised who had no concept of what we did. I was very clear about what the job entailed, useful for filtering out the dreamers.
(Click the image below to be taken through to the original job ad in full)
How did you come to use Vend?
I had been looking at POS systems for nearly six years and was constantly frustrated by their lack of flexibility. I knew I wanted a cloud based system, compatible with Mac that could be customised. Vend ticked all the boxes.
How do you use Vend to increase staff productivity?
Tailoring is a very old fashioned process yet our business is contemporary. It is very high touch, we can spend up to three hours with a client and see them multiple times for fittings. For me, the more time staff can spend face to face with clients the better it is for our business. I believe that Vend has saved us the equivalent of 40 - 80 hours a week in productivity. That’s the equivalent of two full time people.
Do you have some general tips on retail success?
Don't get into it as a lifestyle decision, it is long hours and demanding. If you work hard, understand your business well and stay focused on your brand and message whilst always striving to over-deliver to your clients you'll be successful. Use technology where it counts, to increase productivity and provide good data to allow you to make the easy and the hard decisions.
Vend is a web-based Point of Sale provider that retailers love to use the world over. They've sponsored this series on retail success to help share some helpful tips.
Check out the rest of the series here: www.vendhq.com/fashion