Retail – your staff are your key ingredient for success

The whole retail sector has changed dramatically over the last five years with the online market growing from strength-to-strength, year on year.

Covid-19 largely accelerated this with shoppers seeking alternative ways to buy products due to the lockdown restrictions. In 2024 the most popular categories for online purchases among Irish users were as follows: Clothing, shoes and accessories were purchased by 77% of internet users, ready-made foods delivered were purchased by 46% of internet users, and computer tablets, mobile phones and accessories were purchased by 30% of internet users. These figures are significant and have been steadily growing over the last number of years.

CLOSURES

In addition to this we have seen some large retail outlet stores close their doors in recent years. I remember HMV on Cruises St in Limerick being one of the busiest shops over the Christmas period back through the years right up to the mid-00s and beyond, with people buying DVD boxsets, CDs, posters and accessories, but it was a sign of the times when the music giant closed its doors back in 2016 as people had moved to streaming music and movies, and CDs became old school almost overnight. Thankfully HMV has reopened some of its stores, particularly due to the resurgence in popularity of vinyl records.

THE BIG QUESTION

How can traditional retailers compete with what looks like an inevitable takeover of online and digital commerce? The answer is simple; we need to embrace the changes and incorporate them into what we are already doing.

Most retail stores now have a strong online presence where they generate sales alongside their traditional store. Nenagh has some excellent businesses that deliver both online and instore services for customers, and this is one of the key ingredients for success.

The second ingredient - and this for me is one of the most important - your staff. The staff are the most important people in the retail world, particularly in this day and age, because they are the face of your business. They can offer something that you simply can’t get online – in person customer service.

Your staff can control how customers feel. The customer’s experience instore can determine repeat business; it also has to potential to generate additional business with the customer’s family and friends if they feel they have had a great experience; this is something that you simply can not replicate from online sales and it is something that retailers should really look at more.

Having good staff on the front line who can build a rapport with your customers is invaluable. There are some great long-term businesses in Nenagh that I’m sure anyone of us could name the main person behind the counter and feel confident that we would get top class customer service, and for me this is why Nenagh has held its own over the last number of years, along with a loyal customer base who support and love to shop local.

READERS CHALLENGE

We are all guilty of shopping online, and to be fair it is convenient, but I put this challenge out to the readers of this article. The next time that you search for an item to buy online, check if there one of our local stores have an online shop first.

You will be greatly surprised with the number of local retailers who now have an online presence or who can offer a click and collect service, so why not support our local businesses and shop local first.