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L Plate Warrior
Joined: 18 Jan 2005
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| Ste |
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Ste
Not Work Safe
Joined: 01 Sep 2002
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 Posted: 21:51 - 18 Jan 2005  Post subject: |
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Yes. Choose a career which you know something about.  |
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| Sparks! |
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Sparks!
Sir Tart-a-lot
Joined: 30 Aug 2003
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Posted: 21:51 - 18 Jan 2005  Post subject: |
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It's no different to managing any other type of shop.
The only difference is what you sell, and how you sell it.
Management is all the same IMO. A good manager can manage ANY business well, if he/she is a good manager!
That's not a great deal of help, but you might get a better response once you realise you can ask any good manager for advice!
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Current Toys: 06 Yamaha WR250F | Nissan 350Z GT | Tech 4 Homes |
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| 18aprilia |
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18aprilia
I don't get it?
Joined: 09 Oct 2004
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| Ste |
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Ste
Not Work Safe
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| Posted: 22:03 - 18 Jan 2005 Post subject: |
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Do you not ride dirt bikes and so have experienced using dirt bike shops and have an idea of what makes a good shop and what makes a not so good shop?  |
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| DanceLikeAMon... |
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DanceLikeAMon...
World Chat Champion
Joined: 24 Sep 2004
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| Posted: 22:04 - 18 Jan 2005 Post subject: |
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You must know everything about your market and you should know at least a little about your product. Your sales team should know everything about the product and at least a little about the market.
DanceLikeAMonkey - ex-manager of Game in Aberdeen.  |
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| Liono |
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Liono
Spanner Monkey
Joined: 22 Jul 2004
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| tatters |
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tatters
Exxon Valdez
Joined: 05 Jan 2004
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| Posted: 23:13 - 18 Jan 2005 Post subject: |
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most bike showroom/shop employees know sweet FA about bikes they just to flog as much crap as possable.
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Ste
Not Work Safe
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DanceLikeAMon...
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| dotti |
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dotti
Scooby Slapper
Joined: 18 Dec 2004
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| Posted: 04:32 - 20 Jan 2005 Post subject: |
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| Quote: | It's no different to managing any other type of shop.
The only difference is what you sell, and how you sell it.
Management is all the same IMO. A good manager can manage ANY business well, if he/she is a good manager! |
Agree (99% of the time a good manager can manage ANY business well).
What I suggest you do is get down to the local library and grab yourself a couple of basic management and marketing books. They will give you plenty of ideas, then it's just a matter of you choosing the ones which are most appropriate and expanding upon them. As far as recommendationss go, I suggest you borrow the Principles of Marketing book by Philip Kotler (I think that is what it is called: it's a big green book anyway) which is one of the most basic, yet useful marketing books ever written.
In my opinion, it doesn't matter which type of business you are operating, the same principles still apply. It is significantly more expensive to attract new customers to a business than it is to retain old ones. Whilst advertising and brand awareness are important, keeping existing customers really happy is the key to success:
Studies show that customers have to be really dissatisfied with service levels before they will make a complaint. This equates to the fact that for every unhappy customer that vents their feelings, there are 9 other equally unhappy customers that do not make their feelings known. Add this to the fact that a happy customer may tell 1-2 people about your excellent service, but an unhappy customer will tell over 20. Also, a customer that was originally unhappy, but has had their problem resolved to their satisfaction will tell more people about your excellent service than a customer that was always satisfied.
Carrying on from the point above. Over the course of their lifetime, an average McDonalds customer will spend more than $20,000. Turning back to the example of your dirt bike shop. Keeping customers satisfied is not just a one off process. Furthermore, when thinking about customer retention in this way, individual transactions become less important and customer satisfaction and retention become more important. It is perfectly okay to make a loss on a particular transaction because if that particular loss leads to customer retention the loss will be redeemed in the future. To look at this theory lets use a simple example. Customer comes to your shop (in this example road bike shop). Customer buys mirrors off you. Next day customer bins bike. When this comes up in conversation later you replace their mirrors with new ones for free (thus making a loss on that transaction). Customer is very impressed (you didn't have to do that). Customer comes back again and again (Also, if a customer just binned their bike they're gonna need a lot more than just mirrors. Chances are they'll be back pretty soon to get something else).
Again, following on from the previous point. The integrity of your business is vitally important. If you tell a customer that Product X will add 10bhp to his bike then it better add 10bhp to his bike (if not more). If a product doesn't do what it should then it is your opportunity to show the customer that you really care and they are more than just a number. Give them a discount/refund their money/do whatever it takes to leave them feeling good about your service. I can't believe how many companies spend millions of dollars on advertising, yet don't do the 'little things' that could make the biggest difference.
Also, to really solve customers needs you and your staff need to know your business inside out. This knowledge should be used to the customers advantage, not your own (don't you hate sales staff that always show you the most expensive item first, when a cheaper one would be equally effective or even better than the one they are showing you.
I'm rambling now, so I'm gonna stop. Can't be bothered to edit this into a more comprehensible form as I should be sleeping, but I hope this helps you somewhat. To sum up my post: The key to business success is customer retention. If a customer feels cared for, feels that your staff are highly knowledgeable and honest, and have had positive experiences from you before then why would they go anywhere else? Whilst there are other aspects that are also important (and Kotler will point those out for you). If a business nails the above mentioned points then they are well on their way to being successful.
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Old Thread Alert!
The last post was made 21 years, 255 days ago. Instead of replying here, would creating a new thread be more useful? |
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