Introduction to this Edition

How to get the best from Smart Retail

Smart Retail is written from an enterprising store manager’s perspective—I’ve done that to make it easier to read but I want to be clear that whatever your role in retail, there is a lot to gain from giving the thing a read. In Appendix I are notes specific to various job roles: Take a look at them before you plunge into the main sections, of which there are four:

1. You—personal tips for honing your retail eye.

2. Team—how to get the best from your people.

3. Customer—how to delight them.

4. Store—getting the environment right.

Each section can be read in any order, or even on its own. You might want to start with whichever area you feel needs most work. It is fair to say that I believe most solutions to retail challenges can be found from within the team, which is why the “Team” section makes up such a big part of the book.

Above all, this is a working book. I invite you to flick through, to cherry-pick the bits that suit you best, scribble on the pages, tear stuff out, and share it. If I ever came into your store, I would love to see that your copy of the book has a broken spine, page corners turned down, a forest of Post-it notes sticking out the top, and coffee stains on the cover.