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if you're behind on your sales this month or this quarter i challenge you to take action on my number one tip to increase sales and traffic now hey there my name is kathy donovan wagner i'm founder of retailmavens and mom of america's most fun family my mission is to help independent retailers just like you improve their profits and get better sleep and a big mistake i see so many retailers making this time of year is believing that a sale is the answer getting more traffic to more sales and it's not you see this is a true story this really happened when i shared my number one tip for increasing sales and traffic with my client immediately afterwards she looked as if i had said a swear word and i assure you i didn't but her reaction is not uncommon i'm sharing our conversation so you can see why it's a flawed perspective the other reason i'm sharing it is because it's not the first time i've heard it but it works and if your sales are disappointingly low right now you need to hear this so she says to me kathy my business stinks what can i do and i said well gosh i'd love to help you send me some information so i can see what strategy we should take to increase your profits in the meantime can i give you one guaranteed revenue building tip sure please anything i'll do anything the store is full of fantastic items but no customers and i have so many bills i was like i get it i get it this will help listen run a list of your top 100 customers from your pos and see when they were in last what they bought then take each person individually and compare their last purchases what you have in the store now is there anything that you have in the store now that would complement that or supplement what they bought before take a look at both of those things and then call them with these specific great items that you know that you really believe in your heart of hearts that they will like oh no she said that's when she acted like i told her a swear word she's like oh no i don't want i don't want to bother them and i don't have time for that it would take forever to do that to go through those customers one at a time it would take forever i said to her well you just said you don't have any customers so you've got time let's be honest and you said you want more sales the other suggestion is you could email them with the personal note and then include pictures of what you saw or text them oh i don't have their email addresses well then call them and tell them you'd like to send them a photo of some things you found that you really think they'd like and you'd love to share a picture with them and could they give you their email address oh oh oh no i can't call them i said think about this you're telling a specific customer about a specific thing that you picked out for them something you think is going to be fabulous for them do you honestly think they're going to be mad at you i said to her this is what you could say hey ashley this is kathy from the best shop and um i don't want to bother you at all i just have a quick thing to tell you is that okay first of all you're asking for permission that's really powerful right there and then say to them i noticed when you were in last you bought this thing and we just got this other thing in this other thing is going to help you use that first thing twice as much it would be fabulous with it i really think you'd like it a lot you are giving them fabulous personalized service it doesn't get any better than that i mean what are you afraid of i'm afraid that i will make them mad and they will yell at me and call me names and scream at me that they don't need what i'm selling and i said really i said you would act like that if someone called you with something specific for you from a store well but i might not want what they think i want i totally get that but would you be mad would you really be mad and scream and curse or would you be pleasantly surprised that someone was thinking of you what i see happen all the time and i know it was my first response too i really thought of myself as a slimy telemarketer or something but that's not what it is at all you are a rock star retailer that's what you are when you pick up the phone and start calling your customers don't picture that you're not being that slimy and personal telemarketer just pushing things down people's throat because that's clearly not who you are when you take time to call a customer what you're doing is providing a personalized shopping experience that really nobody does your competitors don't do it the big boxes don't do it because right it takes effort right it takes work for sure and they don't take the energy to connect with people one-on-one like that you're providing another touch point for people to feel seen and heard and cared for you are literally going the extra mile everyone says they want to be known for great customer service but this is the way to do it to personally reach out to customers and help them and the secret here is that you're not depending on their results you have to come from in your heart like you can't just be looking and dialing that phone number thinking that oh this could be worth a hundred dollars no you have to come at it from the standpoint of really looking at ashley for example and thinking she bought this top and we got this scarf in and the scarf goes great with this top she should see it and she hasn't been in the store recently so it's from a place of service not from a place of pushing that's where you make the difference in your head you're really serving the customer by providing this personal touch point this personal connection with them nobody's doing that and when you come from a place of service you can't go wrong i'm going to give you a couple of examples about it and then stay with me because i'm going to give you the update of what happened with that customer you could call them about a collection or product that came in from a brand they've purchased before or just one that you really think they'd like it's similar to a brand they purchased before a complimentary product that they bought before so if they really love uggs and you got a new shipment in of ugg slippers or something you could call them about that so that they knew or a new colorway of something that they purchased and love a best seller that's back in stock that you know they bought before and maybe they've used all up you know some bath and body product handle or something that might be gone and you've just gotten it back in or how about a brand new item that you want them to be the first to know about how about if they're one purchase away from the next reward in your rewards program all of these things separate you from everybody else out there this is the action that separates those who just want to complain about business versus those ceos who want to take action and put money in the bank oh and the update they took their list locked themselves in their bedroom over the weekend made 172 calls and they did over 30 dollars worth of business isn't that incredible that's what making those phone calls created for them but most of all they said it was so satisfying being able to serve and that not one person was angry they were grateful that they'd been called i dare you i challenge you to right now make the decision commit to reaching out to your customers one-on-one from your heart with something that you know that you really believe in your heart of hearts that they'll like listen let me tell you that most of them huge majority of them are just leaving messages people don't usually answer anyway right make sure you subscribe to our channel for more tips and tools and strategies we want you to become a richer retailer happy retailing [Music] [Music] you