SAVING MAJOR RETAIL

When I first started this series I wanted the title to be a take-off of “Saving Private Ryan.”

While I had no inkling that the world would come to a screeching halt, I did see a business that needed lots of fixing. What makes me such an expert? 

I started in the business in the late 1960s. I worked in mom and pop’s, department and specialty stores as well as luxury businesses. After being promoted into HR/Recruiting from Merchandising my clients were every major retailer globally. I recruited for every job title in the industry. When manufacturers became retailers, they too became my clients.

There were a few cues that told me the industry was in a downward trend. Customer services was believed to be only sales to consumer, a very limited perspective.

When Bendel’s had cheap paper tissue boxes in a magnificently outfitted ladies’ room, I made note. When the faucets in a newly outfitted ladies’ room at Saks shot water straight out, I made note. When most manufacturers and in turn retailers replaced button holes and buttons with cheap snaps and hooks and eyes, I made note. When fewer buttons on ladies blouses caused a gap across the bust line, I took note. 

I could go on and on!

Better retailers wanted to become cheap 24/7 operations as they further reduced the quality of service throughout the organization, and more importantly, the urgency to shop.

Post Corona is a new era and the details will be more important than ever.