Creative Shop Talk Podcast Episode 252 | Creating a Culture of Hospitality in Your Retail Business with Guest Expert Stephanie Miller Vincent
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In This Episode:
Hospitality isn’t just being nice to your customers. It’s about genuinely caring for others and in retail, it starts with your team!
Join me and my guest expert Stephanie Miller Vincent as we chat about bringing hospitality back to its roots: caring about others. Stephanie has worked in hospitality in the US and in Canada for years. She now runs her own business, SMillerVision, where the goal is to help her clients empower their employees, leading to increased satisfaction for the employees and guests alike, company growth, and increased revenue. Win win win!
“Hospitality is not an industry. It is the core of who you are and how you take care of people.” -Stephanie Miller Vincent
In this episode, you’ll learn at its core what “hospitality” means and what we mean when we say “you can’t run a business from a checklist!”
Key Takeaways:
- You must lead your staff by example. The days of telling staff “because I said so” are over!
- Your staff needs to understand the vision of your retail business and why exuding high levels of hospitality to their customers/guests matters
- Being an “employer of choice” isn’t always all about money. Have in-person conversations with your staff to find out why they work for you: what your strengths as an employer are, what they might change, what might make them leave.
- Think about your team the same way you would think about your customers.
- The “Peak-End Rule”: people remember an experience based on how they felt at its peak and at its end, rather than a sum of every detail of the experience.
- The “Third Place”: people are craving a “third place” beyond home and work. How can you make your shop that place for them – and how does hospitality fit in?
About Stephanie and SMillerVision:
For more than 30 years I’ve worked in hospitality in both Canada and the USA. I’ve had the pleasure of leading teams at White Point Beach Resort, Snake River Grill South, Pinnacle Entertainment’s L’Auberge Lake Charles Casino Resort, and The Quarterdeck Resort.
My mission is to return hospitality to its roots of caring about people, starting with the employees.
Follow along with Stephanie and SMillerVision:
Facebook | LinkedIn | Website |Peak-End-Rule-Guide
Need More?
Join me and our supportive community of retailers in my Retailer’s Inner Circle! March is the PERFECT time to join – Coaching Week starts in one week from today! Every day next week we will meet for group coaching. This only happens once a year so don’t miss it. On top of that, you’ll get a monthly marketing and operations playbook, monthly group coaching, countless on-demand masterclasses and access to a vibrant community of retailers like you – and so much more. Check it out HERE.
Not ready to join but want to purchase the stand-alone Foot Traffic Made Simple masterclass? You can purchase it on demand HERE.
Most impactful: Join the small group 6-Week Sales and Marketing Accelerator course.
We start in April! More information HERE.
Related podcasts we think you’d like:
Episode 243: Behind the Counter: Creating Customer Joy in Retail with Kim Williams of The Polka Dot Press
Episode 244: Behind the Counter: From E-Commerce to Brick and Mortar with Chris Waddy
About Your Host, Wendy Batten:
In case we haven’t met yet, I’m Wendy, a small business coach and founder of The Retailer’s Inner Circle, where I help other independent shop owners learn how to gain the right business skillsets to see more profits, paychecks, and joy as they navigate running their retail business.
Through online classes, business coaching programs, speaking, and a top-ranked podcast, I’ve helped hundreds of retailers around the globe reclaim their dream and see the success they want from their beautiful shops. My signature private coaching community, The Retailer’s Inner Circle, has helped retailers around the world build their retail business skill sets and confidence.
I am proud to have been featured in several major publications, including my own business column in What Women Create magazine. I have been privileged to be a guest on top-ranked podcasts and sought-after as a guest speaker and teacher for several brands, associations, and communities that are passionate about the success of independent retailers.
When I’m not coaching, you will find me either DIYing and renovating my very imperfect old crooked cottage by the sea in the UNESCO World Heritage town of Lunenburg, NS, or blogging about our travel and RVing adventures and the weird fun things we get up to in our coastal village. I’d love to invite you to check out one of my free resources for real retailers at https://wendybatten.com/free-resources/
For more support from Wendy:
Retailer’s Inner Circle – Join Wendy inside the best retailer’s community
Wendy’s FREE Resources for shop owners
Hang out and connect with Wendy on IG
All of Wendy’s programs and services for shop owners can be found HERE.
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