CLOTHES MENTOR: 6 Ways To Treat Your True Customers Well

NTY Franchise Company graphic with title of article

Clothes Mentor franchisee Kate Paynter wrote this helpful article for the Women On Business website. Read the article below or check it out on womenonbusiness.com.

Every year, I make a point to set a new goal for my business. Not just for me, but for all the men and women I’m proud to call team members. The goal becomes a theme that we will build on throughout the year, affecting everyone from the CEO to the front line employees. Or as I like to refer to them, my “true” customers.

Prioritizing customer service for the end customer or final consumer is nothing new. But when you are a multi-unit business owner with several layers of management, you probably don’t spend much time engaged in traditional customer service. You do have customers, however; you just may not have thought of them that way.

In 2016, I’m making it a priority to treat my true customers well. Those would be the district managers I interact with on a daily basis and count on to help the business succeed. In turn, I’ll encourage them to treat their “true” customers, the store managers, well. It’s a mission I want to trickle all the way down to our front line employees whose true customer is the final consumer.

Whether you are a business owner or manager, chances are you are providing a work experience for somebody. That somebody is a customer. Employees pay with something much more valuable than money. They pay with their time, their skills, and their effort. Supervisors that expect their teams to treat customers like royalty have an obligation to do the same for their staff.

Here are some ways to get it done:

1. Solicit Regular Feedback

Whether you use anonymous surveys, open discussions, or exit interviews, putting mechanisms in place to generate specific feedback from employees is a critical starting point.

What is the best part about working here? What is the worst part? What would you do differently if you were in charge? Where are we missing opportunities?

2. Schedule Time to Review Feedback Regularly

Weekly, monthly, quarterly — whatever time you select, have a plan for how it will be discussed. I like to review everything before the meeting, then offer my managers a summary of what we will be discussing.

Remember not to spend the entire time on what needs to improve. Dedicate some time to what the employees say is being done well. Not only is that an opportunity to offer praise for good achievement, it’s a chance for your team members to hear what’s working and see how they can implement it, as well.

3. Finish Each Meeting with an Implementation Plan and Make Good on It

Nothing will undercut your efforts to generate regular feedback than a collective sense from your employees that they aren’t being heard. This doesn’t mean you have to solve every problem, but letting people know that their concern was discussed goes a long way.

Compile your meeting notes into a summary email and distribute it to all team members. Begin with what’s going to be a top priority, followed by midterm fixes, long-term fixes, and tabled issues. Finish with anything that won’t be addressed again but offer a detailed explanation why.

4. Be Nice

I’ve been a business owner for more than 20 years and know the pressure women feel to prove that they have the toughness to succeed in business. However, a perpetual scowl and grumpy demeanor will do far more harm than good. It’s difficult to expect your front line employees to wear a smile when dealing with customers if they are regularly greeted with their supervisor’s frown.

Being nice isn’t a weakness, being afraid to be nice is. If you show confidence in your mission and consistency in your operation, there is no reason you can’t be respected while still being nice.

5. Use Your Business to Inspire Your Employees

Would your employees consider their positions to be their jobs, their careers, or their callings? Some would say that answer has more to do with the work than the organization providing it, but I believe a company’s management team has a lot to do with how meaningful they make the work.

As a resale store owner, I don’t describe our team members as selling used clothes. We’re putting cash in local women’s pockets for their gently used items. We’re helping people look like a million bucks for pennies on the dollar. We are selling confidence through clothing without busting the family budget. That’s important work that we can all rally behind.

6. Measure Results

At regular points throughout the year, we’ll take stock of how our efforts are coming. We will look deeply at our retention rates, compare employee satisfaction levels, and review where we are succeeding and where we need improvement.

Don’t make the mistake of waiting until the end of the year to check in on your progress. If your goal is to improve or maintain a high level of “true” customer satisfaction, there is no sense in waiting until December to find out that what you’re doing isn’t working. Analyze results. Develop what’s working. Scrap what isn’t.

For me, success looks like this piece of feedback from one of my most trusted managers. She is one of my true customers whom I am proud to serve.

“Continued support from such a great family/company to work for is making my experience here one to cherish. ‘Take care of the employees and they will take care of the customers’ greatly describes the way you run this “family,” and it truly makes me enjoy going to work everyday. I couldn’t be happier!”

About the Author
Kate Paynter is a pioneer in the $12 billion resale industry. She and her mother, Becky, own and operate several resale franchise units in Cincinnati, Ohio, including upscale women’s resale clothing store, Clothes Mentor.

CHILDREN’S ORCHARD: Successful Franchisees Share Their Secrets

Check out this insightful interview from Business-Opportunities.biz featuring two longtime Children’s Orchard franchisees:

Claudia Aguirre and Donahi Bunt, owners of a Children’s Orchard franchise in McAllen, Texas.
Claudia Aguirre and Donahi Bunt, owners of a Children’s Orchard franchise in McAllen, Texas.

 

 

Successful franchisees Claudia & Donahi share their story

We recently spoke with Claudia Aguirre and Donahi Bunt, owners of a Children’s Orchard franchise in McAllen, Texas, and learned why they chose the franchise, what challenges they faced when they first started out and, lastly, what advice they have for potential franchisees.

How long have you been a franchise owner? 

11 years.

What were you doing before becoming a franchise owner? 

We both had worked part time in our families’ businesses for years. (Claudia in the Maquila field and Donahi in the telecommunications field.) It came a time that we wanted to have the experience to create and operate our own business.

Why did you choose Children’s Orchard franchise opportunity? 

As moms, we know how expensive it is to dress the kids in style and how fast they outgrow their clothes. Children’s Orchard offers parents a way to make money by selling their children’s outgrown, gently used items. Plus, they can stick around and shop for fashionable clothing, toys and equipment for a fraction of the retail price. It’s a great concept!

What were some of the challenges you faced starting a franchise?

Finding a way to finance the business and creating an appropriate work and life balance was difficult, especially in the early years when we were just getting the business going.

Where did you research or get advice about starting a franchise?

We called some store owners and talked to a lawyer, but we already knew we wanted to be part of the Children’s Orchard team. During our first year of operation, we visited some of the top performing Children’s Orchard franchises to learn about their daily processes.

How much does starting a franchise cost? 

All of our money! Truthfully, it was an amount very close to what the corporate office told us, but we exceeded that during the first couple of years.

What does a typical day look like for you?

In the early years we were both full-time at the store. Little by little, we built a great team capable of handling much of the day-to-day operations. One of us takes care of the administration and the other takes care of advertising and marketing.

What is your secret to success?

Remember, your customers are the reason you are in business. When something goes wrong, spend your time and energy making it right. Don’t waste time searching for someone to blame. Stay focused on your goals, and track your results. Build a great team to help you reach your goals.

What would you do differently if you had to do it all over?

We would definitely invest more time into learning about our market before opening our doors.

Where do you see your business in five years?

We just moved to a bigger location for the third time, so right now, we just want to focus on getting everything under control and use this change to impact our sales and community involvement in a positive way.

What is one trend that really excites you?

Businesses becoming more eco-friendly is really exciting. It’s rewarding to be part of that trend by allowing parents to recycle their children’s clothes and toys.

What are your favorite online tools or resources and what do you love about them?

Google Drive: All our images, documents, ideas and campaigns are available on any device!

Constant Contact: We love being able to email market!

Do you (or did you ever) have a mentor?

We like to look for learning opportunities everywhere. Other store owners have helped with that learning process.

What advice do you have for others looking to own a franchise? 

Understand that you are buying a franchise in order to mitigate risk and follow a proven success model. If you’re not willing to follow a franchise system, you’ll want to look for another opportunity.

Learn everything you can about the franchise before you buy. Get to know the management team, the owners and the history of the franchise. Talk to as many franchisees as possible, and ask questions. If possible, visit a few franchise units to see the day-to-day operation and talk to customers regarding their opinion of the business.

Would you recommend others be franchisees? Why?

Yes. Buying into a franchise gives you a proven system and support from people with experience in the industry. At the same time, you are the business owner, so you must stay focused in order to succeed.

Where can people get more information on Children’s Orchard franchise opportunities?

Visit the website here.

Where can people find Children’s Orchard on social media?Facebook

CLOTHES MENTOR: Franchisee Talks About Her Stores

Thinking about opening a franchise store? You’ve got to listen to this radio piece from 97.5 BEN FM featuring multiple Clothes Mentor store owner Chris Barnett of Pennsylvania. She’s passionate about the brand and her community, and it shows in the success of her stores. Click on the icon below to listen.

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Check out Barnett’s West Chester and Springfield stores.

Clothes Mentor franchisee Chris Barett of Pennsylvania featured on NTY Franchise's LinkedIn page. Check it out.
Chris Barnett was recently featured on NTY Franchise Company’s LinkedIn page as a Franchisee Spotlight. Click on the image to go to the page, and don’t forget to follow!