GOLD MEDAL SERVICE AWARDS FOR OUTSTANDING CUSTOMER SERVICE // 2019
38 • Footwear Insight ~ September/October 2019 footwearinsight.com
"[Our core service values are a] big part of the salesperson's day-to-
day experience. We've also made that relevant by incorporating it
in the performance evaluations, whether it's annual or weekly. We
talk about what happened with the customers, and we really try to
incorporate it into the day-to-day conversations and consider what it
looks like in that framework, consistently."
Michael Schuler, president, Schuler Shoes
Schuler Shoes
Stan's Fit For Your Feet
Incentivize
There's nothing more motivating than some extra credit:
Reward the kinds of behavior you want to see repeated, whether
with praise, with recognition, or with cold, hard cash.
"If a customer takes the time to mention to me
something like, 'Madison did such an amazing
job today,' we'll give her $10 on the SPIF [sales
performance incentive fund] board right off the top."
Holly McGinness, owner, Valley Sole
"Store associates that score above 90 on our secret
shops get to spin the wheel for prizes. And our VP of
public relations sends a thank-you note." Breton
Train, Train and Train Some More
You can't do what you've forgotten, and the stores that consistently deliver
make sure that everyone in the organization has the principles of service top of mind.
"We spend time talking about our standards and our core values and
everyone in our company has a card with the standards and values, and
we have people read them at our meeting and we talk about various
aspects of it. It's always in front of us. We remind each other."
Jim Sajdak, president, Stan's Fit for Your Feet
