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Category: Inventory Management

What Are You Tracking?

You can’t manage what you don’t measure. Here are two numbers you should be measuring this holiday season.

Traffic Count: How many sales do you have per day (Monday, Tuesday, Wednesday…)? Per day part (morning, afternoon, evening)?

Knowing this can help you schedule your staff to better meet the peaks and valleys of your daily & weekly sales. It also helps you measure the success of your marketing and your customer service. If traffic counts are up, you’re doing something right. If they are down, you better figure out why (and it isn’t just the economy).

Average Ticket: How much is the average transaction or sale? Which employees have higher or lower averages (if applicable)?

This number helps you measure the effectiveness of your sales staff and promotions. It also helps you understand your merchandise better. Are you getting the add-on sales? If not it could be that you don’t have the right products to complete a customer’s purchase. If you sell dolls, you better sell doll stands. If you sell electronics, you better sell batteries.

Measure these two numbers. They have a lot to say about your success.

-Phil

Being a Successful Retailer

If you’ve been following this blog regularly, you probably know everything I’m going to say here. Some of it is in my Bio, and some is on my new website www.PhilsForum.com.

For those who are just starting to follow, I’d like to give you a little background about who I am and what I want to accomplish with this blog.

I am a retailer. I run a toy store so I know a lot about seasonal business. I also sell baby products so I know a lot about working on deadlines (nine months might seem like a long time, but it sneaks up on a lot of couples).

And most people consider my business to be quite successful. We were named by George Whalin as one of the 25 Best Independent Stores in America. So we must be doing something right.

In a couple weeks I’m going to tell the city of Jackson how to be successful in a market with 15% unemployment, a shrinking blue-collar workforce, and a struggling government & economy.

I can sum it up in two words – Keep Learning.

When I realized that our advertising wasn’t working, I took classes, read books and studied until I fully understood branding and how ads work. I give a lot of credit to Roy H. Williams, aka The Wizard of Ads for what I learned.

When I realized that I was lousy at hiring, I evaluated the problem until I understood where I went wrong and developed a system to improve the quality of people I was bringing in. (I’m publishing a book about it later this fall.)

When I took over 50% of the buying responsibilities for the largest selection of toys under one roof, I studied open-to-buy systems and adapted them to fit our situation and needs.

As an Independent Retailer, there are always fires to put out, always challenges to face, always new obstacles to overcome. I believe the successful businesses are the ones who are always learning, always expanding their knowledge & understanding of four key areas:

  • Customer Service
  • Inventory Control/Merchandising
  • Financials
  • Advertising/Marketing

I have found that the more I study, the more prepared I am to meet the new challenges and turn them into opportunities. As my high school swim coach used to always say, Luck is when Preparation meets Opportunity.

How do I do it? I devour business books. I am reading Trust Agents by Chris Brogan & Julien Smith right now. It will be the 12th non-fiction book I’ve read this year. One of my favorite books was Seth Godin’s Tribes. It’s no wonder that I follow both Seth’s and Chris’s blogs.

Which brings me to the goal of this blog… I want to share with you what I’ve been learning so that we all can be successful.

Your feedback is welcome. The more you comment and tell me what’s on your mind, the more I can tweak this to give you what you need. If there are topics you’d like to see addressed, let me know. If there ideas you want to share, by all means share them.

We’re in this together. At least that’s my way of thinking.

Your thoughts?

-Phil

Helping the Independent Retailer Succeed

“An expert is a man who has made all the mistakes which can be made, in a narrow field.” – Neils Bohr

Whenever I make a mistake, I am usually the first to admit it. Probably makes me unique. But if you’ve been near me when I goof, you’ve heard me say, “Not the first time I made a mistake, certainly won’t be the last.”

After growing up in a retail family and spending 16 years running a top level independent retailer, I’m now the guy Neils Bohr was talking about. Yes, a bona fide expert in independent retailing. And I’m here to share my experiences with you.

I’m launching a new website just for the independent retailerhttp://www.philsforum.com/. There is so much a business owner needs to know to run a successful retail operation.

You have to be great in four categories.

Great Products – having the right products in the right amounts merchandised the right way at the right prices to make your customers happy and make the registers sing
Great Customer Service – providing a top notch experience for your customers through a fabulous, well-trained, friendly and caring staff with customer-friendly services and attitude.
Great Marketing – getting the word out about your business in a consistent and well-planned manner with a powerful message that connects deeply and drives traffic through the doors
Great Financials – knowing where your money is and what it is doing to help you succeed

Rare is the independent retailer who is strong in all four categories.
Few have mastered even three.
Most independent retail owners are strong in only one or two.
All think they know more than they do (except for the smart ones among you)

The truth is we all need to keep learning.

Even a guy like me is still learning. I’m constantly trying to become better in every category above. And, having made and learned from a bunch of my own mistakes (not to mention the mistakes of others), I can say I’m pretty close to becoming one of the Few.

No, I’m not a financials kind of guy. Talk to your accountant on that. But I do know about Marketing, Merchandising and Customer Service. Stuff that has elevated Toy House and Baby Too to be recognized as one of the 25 best independent retailers in America.

Now I’m going to share our secrets.

The website is loaded with freebies – ebooks and articles you can download and start using right away. This blog is there, too. I’ll be writing to give you insights and new perspectives on the world of retail and how to grow your business.

I’m also looking for your feedback. What hot button issues are graying your hairs? In which category do you need the most help? What topics do you want me to cover?

Your success is the goal. I already have a successful business. My purpose is to help you get there, too.

Doing it the Right Way

My wife hit her goal today. In the fall of 2007 she set a goal – lose 50 pounds… the right way.

Yep, eat right, exercise more.

No fad diets, no magic fat-burning pills, no surgeries, meal deals or other gimmicks. Just eat right and exercise more.

Yes, she enlisted help. She signed up for Measure-up Monday through Allegiance Health to give her someone to which she would be accountable. She also signed up for exercise classes, figuring that if she paid money she’d be more apt to attend.

And it worked! It took her eighteen months, but she has dropped 50 pounds, 7 dress sizes, and a load of unhealthy self-esteem.

Best of all, because of the changes in lifestyle, she’s going to keep that weight off for good.

So what does this have to do with your business?

Just like losing weight, there is no miracle cure to make your business profitable. You have to change your habits. You have to…

Eat right and exercise more.

Eat right means control your inventory. You need to bring in the right products in the right amounts. You need to calculate and closely follow your Open-to-Buy. You need to manage your cash flow. It might mean making a wholesale change to how you run your business. It did for my wife. She reads labels more carefully, understands nutrition much better, and makes smarter choices based on new information. Oh, she still has dessert every night, just not as much and not as often. She changed her eating habits. Can you change your buying habits? Of course you can.

When your business eats right, you’ll find your business is leaner and more agile, able to make changes to meet the needs of the marketplace faster.

Exercise more means get out and work. Retail is not for the lazy. As Roy H. Williams said, “If making a profit were easy, everyone would be doing it.” It takes work. It takes paying attention to the details of your customer service. It takes following your finances closely and knowing what each number is and what affects them. It takes doing your due diligence in the hiring and training of your staff to make sure they represent you as well as possible. It takes scrutinizing your marketing to make sure it portrays the message you want it to portray.

In short, it takes effort. The good news is that the work becomes habit forming. After a few months of working out at least 5 times per week, my wife now feels horrible if she doesn’t work out. And the same will be true for your business. The more you work at it, the easier the work becomes.

One of the biggest drawbacks to losing weight is simply getting started. The same is true of the pile in your inbox. But if you make small changes daily to pay just a little more attention to the details, to focus just a little more sharply, your inbox will be less daunting and easier to manage.

If you want lasting profitability, you have to make changes to your business lifestyle. There are no shortcuts. You have to eat right and exercise more. And if you do, it will work!

Just ask my wife.

-Phil

Do You Have It In Stock?

Took the kids to Florida. The pool was heated. Parker brought his swim fins. Ian’s didn’t fit.

No problem, we’ll be in Florida on the ocean. We’ll have no trouble finding Ian a new pair. Right?

A couple of stores that we thought might have fins failed to produce. Plenty of goggles and masks, but no fins. That’s okay; we had an ace in the hole. A huge swimwear store was right up the road. We were sure they would have what we wanted.

Oops.

According to the kid behind the counter, swim fins weren’t due in for another week. “It wasn’t season,” he explained.

Being in the toy industry with both summer and winter items, I understand the concept of seasonal stock. I just don’t buy into it. If you want to buy a sled from me in July, I can sell you a sled. I may not have the biggest selection, but I will have a sled.

My son, however, doesn’t yet get this concept. Needless to say, he was heartbroken.

So ask yourself this… How many customers are you sending away heartbroken because you didn’t have something in stock during what you consider to be off-season?

Perception is reality, and although you may think it is off-season, you never know when a customer might believe it is in-season. Is there a corner of your store that doesn’t move much merchandise where you could put a small display of off-season stuff? Or a corner of your stock room?

Imagine Ian’s reaction if the kid at the counter said, “Hold on,” and ran into the stock room and produced a set of swim fins.

Heartbroken or Happy?

Which do you want your customers to be?

Phil

PS Six stores later we found some swim fins. SIX STORES LATER

No More Pollyanna, It’s Time to Talk Cash

Okay, enough Pollyanna posts about being positive in a down economy. Enough about turning off and tuning out the media. You can only control a few things. Over the next few weeks we’ll talk about those few things you can control in concrete ways.

First, and foremost, is Cash Flow. In retail cash is king. Without it you’re dead in the water. With it you’re ready to meet the new demands of a new market.

The tricky thing is that cash is directly related to inventory. Too much inventory, not enough cash. Too much cash, not enough inventory. How do you find the balance?

Let’s be honest. Most of us don’t have too much cash and too little inventory. We’re just not that smart:-) So start with this simple thought. If cash is tight, if you’re struggling to pay the bills, you probably have too much inventory. More importantly, you probably have too much bad inventory – what we call the dogs. And if these dogs won’t hunt, you gotta set ’em loose.

How can you tell if a dog won’t hunt? Some dogs are easy to spot. If you haven’t even sold half of your inventory over the course of a year, it’s woofing big time. Some dogs are harder to spot. A simple, very important mathematical equation called Gross Margin Return On Investment (GMROI) does the trick. GMROI basically is a measurement of how much money you make on the money you invest in your inventory. The formula is this:

GMROI = Gross Profit divided by Average Inventory at Cost

And Gross Profit is simply Sales x Profit Margin.

So you really only need three numbers to figure out your GMROI
1) Gross Sales
2) Profit Margin
3) Average Inventory at Cost.

I use a monthly average inventory and yearly sales, but you can choose to measure however you want. Also, you can use this formula on a single item, on a group of items, on a whole department or even on the whole store. I track GMROI very carefully for the whole store, each department, and each vendor, but I use it on individual items when a product I really like doesn’t seem to be pulling it’s weight.

Here’s a hypothetical situation to put it into numbers:

Gross Sales = $5,000/year
Profit Margin = 40%
Gross Profit = $2,000 ($5,000 x 40%)
Average Inventory = $1,200/month
GMROI = 167% ($2,000/$1,200)

That means for every dollar I invested in this product over the course of a year, I made $1.67. If your GMROI falls below 100% then you are losing money on that product.

Calculate the GMROI for your store, for each department, and then for each product you don’t think is selling well. Compare the product GMROI to the department and overall store. You’ll have a quick idea of how well that product stacks up and if it’s helping or hurting your cash flow.

If your GMROI is below 100% it’s a no-brainer. If it’s between 100-150%, you’ve got some serious work to do. Depending on your industry you may need a GMROI well over 200% to be successful. Only you can really know what you need to succeed. Fortunately, there are only three variables to manipulate.
1) Sales – sell more product and your GMROI rises
2) Profit Margin – raise your prices while selling the same dollars and your GMROI rises
3) Average Inventory – keep a smaller, tighter inventory and your GMROI rises.

Take the example above and play with the numbers. One by one, raise the sales, raise the profit margin and lower the inventory. See how a 10% shift in any one of those numbers affects your GMROI. You’ll find that a 10% decrease in inventory has the highest impact and thus the best results for your cash flow. And how do you cut the inventory? By getting rid of the dogs. They aren’t helping sales anyway.

Just do what I do. Identify them, pull them from the floor, mark them half off and have a big sale once or twice a year (not too often, you don’t want to train your customers to wait for the next sale). Invite all your transactional shoppers in for the big event and watch those puppies fly out the door. Turn the dogs into cash and invest that cash in the products that give you the best GMROI.

Yeah, you gotta do some math. But believe me, it’s worth it!

-Phil

Keeping Fit the Triathlon Way

Jeff Beagle talked me into doing a triathlon a few years ago without saying a thing.

Jeff is a personal trainer who had a client larger than me that he was training for the Clarklake Triathlon, a 0.5 mile swim, 14 mile bike, 4 mile run event. I figured if that guy could do it, so could I, even though I hadn’t run 4 miles collectively in the past 8 years.

I love to swim. I like biking. But running is my Achilles Heel figuratively and literally.

In the two months prior to the event I swam daily, biked a few times a week and ran when I could. Sure enough, on the day of the event I finished 17th… …in the swim portion. Overall I came in 396th out of 400 who completed the race. I was dead last in the 4 mile run. Two little old ladies watching the race passed me with their lawn chairs in hand I was so slow.

But I finished.

Talking to Beagle afterwards about training for the following year, he gave me great advice. “Phil, I know swimming is your favorite, but put the swimming away and spend all your energy on running. A 10% improvement in your running will have far greater impact than a 10% improvement on your swim.”

How true, how true.

Business owners can learn a lesson from this.

Like a triathlon, we have three elements of our business in which we must perform: Product, Finances, and Marketing. The best businesses are strong in all three. Most businesses are strong in only one or two. And most business owners are only good at one or two, and usually only passionate about one of those three. Thus we spend our time and energy on our passion, improving only slightly, instead of focusing on the weakest, least fun aspect where the most room for improvement lies.

As you make your plans for 2009, do your business a favor. Evaluate which part of your business needs the most help. (Here’s a hint. It’s probably the part you like the least.) Then put all of your focus on improving that area.

A 10% improvement in my swim would have moved me up to 394th. A 10% improvement in the run gets me to 356th.

If marketing is your weakness, sign up for Roy William’s Monday Morning Memo and go to the bookstore and buy his “Wizard of Ads” trilogy. You’ll learn more about advertising than you can imagine and a few things that will help your business in other ways, too.

If finances are your weakness, set up an appointment with your accountant (get one if you don’t have one already) and start going over the numbers. You can’t manage what you don’t measure and you can’t measure what you don’t know. Have your accountant teach you or hire a business financial coach. A good coach will pay for himself or herself many ways over.

Chances are, the product is your passion. That’s how most people get into business. You know your products. You know what’s selling. But do your employees? Is your training program getting the results you want? Also, do you have a good inventory management system? Do you have a solid Open to Buy program that keeps your inventory in line and cash flow moving?

Think like a triathlete. Work on your weakness. That’s where the big results take place.

The following year I moved up to 367th. Time to work on the bike:-)

-Phil