How Decathlon KILLs it:
Post repeated visits to Decathalon (Atria Mall / Mumbai), it’s clear to me - they’ve really got a killer operating business model in place.
This is what stands out vs any other retailer I visit in Mumbai (just prior to this was Bottega, Gucci & L’Occitane shops at Palladium):
- just the right amount of staff. Not too many but NOT to few. (Body shop was horrifically understaffed).
- ALWAYS helpful and proactive. 98% of retail frontline folks I’ve met in Mumbai are grumpy or ill informed or just not interested. These Decathlon guys seem to LIKE their jobs.
- Super super clever. The bike guy quickly realised that I wasn’t really know one bike from another and tried to do a huge upsell on me. I liked his spirit of enterprise!
- Very practical floor plans! I took 3 bikes for a spin in the premises and got my feel of what I liked. Unthinkable in small congested south mumbai retail spaces!
- open, transparent, friendly- the checkout counter has one screen that faces the customer… it’s so easy to spot your bill details and spelling mistakes in your name etc.
What I took back was:
- common sense over slickness
- product people who love sales vs sales people trying to love product.
Your experience at your fav retailer? Give pointers?
#sales #experience #dhandhekibaat
Post repeated visits to Decathalon (Atria Mall / Mumbai), it’s clear to me - they’ve really got a killer operating business model in place.
This is what stands out vs any other retailer I visit in Mumbai (just prior to this was Bottega, Gucci & L’Occitane shops at Palladium):
- just the right amount of staff. Not too many but NOT to few. (Body shop was horrifically understaffed).
- ALWAYS helpful and proactive. 98% of retail frontline folks I’ve met in Mumbai are grumpy or ill informed or just not interested. These Decathlon guys seem to LIKE their jobs.
- Super super clever. The bike guy quickly realised that I wasn’t really know one bike from another and tried to do a huge upsell on me. I liked his spirit of enterprise!
- Very practical floor plans! I took 3 bikes for a spin in the premises and got my feel of what I liked. Unthinkable in small congested south mumbai retail spaces!
- open, transparent, friendly- the checkout counter has one screen that faces the customer… it’s so easy to spot your bill details and spelling mistakes in your name etc.
What I took back was:
- common sense over slickness
- product people who love sales vs sales people trying to love product.
Your experience at your fav retailer? Give pointers?
#sales #experience #dhandhekibaat
