Retailers challenged to step up this summer

August 19th, 2016
[by David Armstrong]

Motueka retailers need to look at four key areas if they are to grow their business in the modern competitive environment.

That was the message delivered strongly by Dave Moloney (pictured), local BNZ bank manager, at the well attended social and networking meeting of Our Town Motueka held last night.

Well over 30 business owners crammed into The Smoking Barrel restaurant for after work drinks and nibbles, networking chats and two excellent speakers.

This is the second quarterly social meeting of OTM members hosted by the rejuvenated committee, and with increasing numbers it's clear that they are becoming popular and worthwhile.

In his blunt but humorous presentation, Dave said the four key things that retailers need to do is to "love your customer, love your team, love your business and love Motueka".

He also reiterated the strong recent message for local businesses that, "If you always do what you've always done, you'll always get what you've always got."

"Doing what the customer wants doesn't cut the mustard these days," he said. If you just do what they expect you to do, they can do the same thing online.

"You need to give them a reason to remember you." Examples he gave were providing a place for customers to do mobile work, entertaining customers while in the shop, providing child minding (or even a "man creche"), and providing a facility for charging customer cell phones.

"These are practical things that go above and beyond just supplying a product, things that people will remember you for and pass on to others by word-of-mouth."

He also spoke about paying attention to your staff and rewarding them if they refer customers.

Dave also recommended that shop owners find two or three other businesses with whom they can work to help and promote each other.

And he ended with the familiar exhortation of all modern marketers: "If you don't have a website, and a Facebook page, and a TradeMe and eBay sales outlet, your [business is] dead."

The other speaker was John Prestidge (pictured being introduced by OTM chairman David Ogilvie), principal of Motueka High School, who gave a very interesting perspective of modern day career training in secondary schools.

He said that students don't have linear career paths any more. The time of decision-making about a career has changed, and most people have several careers during their lifetime.

"More and more students haven't got a clue what they want to do as they approach the end of their school time and are not yet ready to commit to a path.

"Modern schools now offer pathways and programs for a broad range of possible careers."

Motueka High School offers several Trades Academy pathways, which involve a mix of school class times and hands-on work within a chosen trade. This is done through partnerships between the school and businesses, horticulturalists and other industries.

"One problem is getting more businesses involved, not just in offering work experience but also in offering potential longer term pathways to employment," John said.

He ended with an observation made during his time in recent years teaching in Nelson. He said there was a marked difference in perception about things "east of the bay versus west of the bay", referring to Tasman Bay.

"Many people on both sides assume that everything is better on the east side [Nelson and Richmond], and it's a challenge to get the students to believe there is great stuff going on and opportunities on the west side [Motueka]."

As an example of the use of modern technology within business networks, both Dave's and John's presentations were live-streamed on Facebook, and these videos can be viewed on the Our Town Motueka Facebook page.

Comment by Laurie Pask:
[Posted 22 August 2016]

I agree with David Moloney, businesses need to lift their game as people have a choice now particularly in regard to customer service. I had 15 years in Retail in Christchurch before retiring to Motueka recently so I know both sides.

I have had some wonderful experiences with Motueka businesses which adds to the village atmosphere. Particularly Mitre10, The Warehouse, New World and Countdown. I know these businesses have "in house" Customer Service Training programs. So this tells a story.

However I will never consider two smaller businesses again because of abysmal attitude of a staff member. (a Bakery/cafe and a Pharmacy) they are really risking it as:
1. There are many similar businesses to choose from in Mot.
2. In the case of Pharmacies many items can be obtained online direct to your door cheaper.

Another potential problem is the price rip-off: don't try and fleece the customer - E.g One business that I will never consider again, gave a ridiculous high quote for an Alarm install (30% over) but once again there was another business in town to do the job for a normal industry price.

Businesses must realise we can go elsewhere in Motueka. We have a choice. Businesses must look at Customer Service Training and monitoring and keep their pricing competitive.

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