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Sunday, 23 February 2014

RETAIL WORKSHOPS & TALKS

Customer service, team building, leadership and retail management workshops & talks designed to suit your needs and organisation based on this book and much more.....

Contact: joecushnan@aol.com


Retail Confidential [Kindle Edition]

Joe Cushnan 

Print List Price:£14.99
Kindle Price:£3.78 includes VAT* & free wireless delivery via Amazon Whispernet
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Product Description

Product Description

This book was first published in paperback in 2010. "If you are looking for a textbook or guruesque take on retailing, this isn't it. This is my take. Some people enjoyed the humour and sarcasm but others hated it. This has been my career and, therefore, these are my recollections and views. Hopefully, this is a practical as well as an entertaining look at shops, shoppers and shopping. Others are, of course, free to write their own books." (JC)
After nearly 40 years working in and around retail management, Joe Cushnan shares experiences, opinions and advice on what really happens in this roller coaster of an industry. Much of the focus is on the management of people and customer service but other aspects of retailing are analysed and commented upon with an imbalance of wit and wisdom. It is aimed at existing store managers, new recruits to retailing and customers at large.

CONTENTS
PART ONE:
1 – WHO IS THIS GUY? (SPECIAL GUEST STARS BUTCH CASSIDY AND THE SUNDANCE KID)
2 – HOW THE SIMPLICITY OF RETAILING CAN BECOME COMPLICATED
3 – HOW RETAILING CULTURE CAN BECOME CONTAMINATED BY SNAKE OIL
4 – HOW THE CUSTOMER IS NOT ALWAYS RIGHT BUT IS ALWAYS ESSENTIAL AND SOMETIMES SURPRISING
5 – HOW A CUSTOMER DIARY EXPOSES THE GOOD, BAD AND UGLY STATE OF SERVICE AND WARNS US TO BEWARE OF “LEMON-SUCKERS”
6 - HOW CUSTOMERS FANCY THEMSELVES AS COMEDIANS IN HOW THEY ACT, WHAT THEY SAY AND WHAT THEY EXPECT
7 – HOW RETAILERS HIRE THE WRONG RECRUITS AND RISK DAMAGING THEIR BUSINESSES
8 – HOW TO SELL, SELL, SELL AND DO IT WELL, WELL, WELL
9 – HOW A WEEK CAN BE A LIFETIME FOR A SUPERMARKET MANAGER

PART TWO:
RETAIL OPERATIONS DIGEST OF HELPFUL LISTS AND HANDY HINTS

INDEX OF LESSON LISTS
LESSONS FROM MY CAREER:
10 LESSONS I LEARNED FROM BHS
10 LESSONS I LEARNED FROM ALFRED DUNHILL LIMITED
10 LESSONS I LEARNED FROM THE BOLTON ABBEY ESTATE
10 LESSONS I LEARNED FROM MAKRO
10 LESSONS I LEARNED FROM ASDA/WAL-MART
10 QUESTIONS RETAIL PEOPLE SHOULD ASK AND SAY “YES” TO

LESSONS ABOUT CUSTOMERS:
10 CUSTOMER TYPES I ENCOUNTERED OVER THE YEARS
10 LESSONS ABOUT RETAILERS’ NEGATIVE ATTITUDES TO CUSTOMERS
10 WAYS TO GET CUSTOMERS TO TRUST YOU
10 THINGS A RETAILER WANTS A LOYAL CUSTOMER TO REMEMBER
10 ESSENTIAL INGREDIENTS OF FACE-TO-FACE CUSTOMER SERVICE
10 BASIC WAYS RETAILERS CAN IMPRESS CUSTOMERS

LESSONS ABOUT IMPROVING RETAIL BUSINESS PERFORMANCE:
10 RETAIL INGREDIENTS TO UNDERSTAND AND MANAGE
10 THINGS TO CONSIDER FOR THE BEST SHOP EXPERIENCE
10 FACTORS IN A WINNING STRATEGY
10 WAYS TO WIN BUSINESS
10 WAYS TO IMPROVE RETAIL SALES
10 THOUGHTS ON SALES PROMOTION

LESSONS ABOUT GETTING THE BEST OUT OF INDIVIDUALS AND TEAMS:
10 WAYS TO GET THINGS DONE
10 LESSONS ABOUT LISTENING
10 WAYS TO NURTURE TEAM INVOLVEMENT
10 TIME MANAGEMENT TIPS
10 WAYS TO GET FEEDBACK IF YOU REALLY WANT SOME
10 THINGS TO STOP YOU WORRYING
10 ALARM BELLS SUGGESTING YOU ARE UNHAPPY AT WORK
10 THINGS TO PONDER WHEN IN A PREDICAMENT

LESSONS FROM THE WORLD AROUND US:
10 BUSINESS RELATED QUOTATIONS
10 BEATLES SONGS TO PROMPT YOU INTO ACTION
10 BOB DYLAN SONGS TO MAKE YOU THINK
10 ROLLING STONES SONGS FOR JOB SATISFACTION
10 PROVERBS OFFERING GOOD OLD-FASHIONED WISDOM
10 MOTTOES TO INSPIRE

A GUIDE TO HELP YOU DIG DEEP
AND THINK LONG AND HARD

HOW TO GET IDEAS FOR BUSINESS
IMPROVEMENT FROM YOUR TEAM

There are true (but enhanced for entertainment purposes) customer tales:
THE ATTACK OF THE BLEACH BOTTLE
HOW CURRY CAN BE A WORRY
HOW THE JOHN WEST WAS WON
THE PRINCESS AND THE MILK SHAKE CARTON
THE HIGH SCALLION JOB
THE LAG WITH THE BAGS WAS A DRAG
THE AVOCADO BRAVADO DESPERADO AFFAIR
FROM A BREAD STICK TO A SET OF GARDEN FURNITURE

Some comments from readers
"A rather self-indulgent autobiography"
"Cynical, but in a nice way"
"A great insight into the world of retail"
"Honest, witty and so accurate"
"A fantastic little book"
"Written in an eloquent and witty style"
"Underdelivers"
"Gets to the hear

About the Author

Joe Cushnan worked in retail management for over 30 years in a career that included senior management positions in Asda/Wal-Mart, Makro and BHS. He now works as an independent retail consultant, trainer, writer and broadcaster. He has contributed business and general features to a number of journals and to BBC Radio 4 and BBC Radio Ulster.

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