ShoppingSA Editorial July 2013

Master Retailing is known as the retail specialists with three specialised divisions being:

  1.    Retail education; 
  2.    Retail training workshops and consulting; and 
  3.    Retail recruitment and placement

Retail Education:

Master Retailing is a Registered Training Organisation (RTO) who offers a range of retail specific accredited programs and, is the only organisation throughout Africa who provide from under graduate retail certificate courses (3, 6 & 12 months) through to post graduate degrees in retail management (Bachelor of commerce & MBA) with international accreditation. Herewith just a couple of our students’ comments:

“I just want to thank Master Retailing for the great 12 months advanced certificate program which has helped me tremendously in my current job. My seniors have recognized my new abilities and I have now been given more responsibilities by having to manage a couple of  stores in our group.” – Student 120005  

 “This has added great value to me, also provides me with the knowledge to further my career” – Student W13003

“Had it not been for the retail course I am studying with your institution, I would surely not have got this job” – Student 120006

“The service received is fantastic and the study material of the highest quality… All the available positions require a certificate or similar qualifications and these studies have made a huge difference when I go for interviews” – Student W13017

Retail Training Workshops and Consulting:

Master Retailing also leads the way in providing retailers and industry partners with an extensive suite of quality retail training workshops. These programs have been designed to suit the breadth of the retail industry and can be customised to suit any retail business requirements at no additional costs.

Training covers the spectrum of accredited and customised training programs. A combination of these workshops provides an excellent platform in developing retailing skills within either a shopping centre or local community environment. Master Retailing training provides valuable tools and techniques for retailers to overcome any day-to-day business issues so as to add value to their business.

Master Retailing has built a strong following for the provision of intensive customisable workshops that address all of the functional areas that underpin retail international best practice. With a library of international resources that are available to our clients, we can adapt a program and blend content to suit the specific needs of the business.

Our training programs can be delivered through one of our many facilities or on location within a retail business either during or after hours so as to provide maximum flexibility for retailers and their employees. Herewith just a couple of our clients’ testimonials:

“Master Retailing will most certainly add value to any company who requires training”            Group General Manager PNA - Herman Botha.

“We have seen a marked improvement in individual performance as well as our business overall” CEO Mstores - Etienne Viljoen.

“Many thanks to you and your team, it was a great session yesterday and we really appreciate the expertise, experience and insights that you, Dave and Edwin brought to the table. In terms of facilitation, I think this was expertly handled too, and the team was motivated and remained engaged right to the end.” CEO Reflect Group - Stephanie Traynor.

“Thanks for your input, we found it most beneficial” Group Managing Director Waltons (proudly Bidvest) - Dave Jenkins.

Retail recruitment and placement:

It has recently been published that retail management is amongst the top ten scarce skills in South Africa and W&RSETA have in their executive summary noted that the industry requires an additional 42,000 managers by 2016. Just looking at shopping centres popping up all over is evident that this scarce skills shortage is not going to improve soon.  Due to these huge skills shortages being experienced within retail, Master Retailing has service level agreements with various leading retailers and offers a “FREE” service to these businesses that are looking for skilled individuals to fill their vacancies. Master Retailing has adopted this “FREE” service approach to assist both the students in helping them find suitable jobs and to assist businesses who are struggling to find skilled candidates. Master Retailing also provides a SDF (Skills development Facilitator) function whereby we assist businesses with compliance re: skills development act and liaison with SETA for funding. 

Herewith some comments:

“I would like to take this opportunity to thank Master Retailing for assisting me; I have started a career in Bradlows as an Administrator” - Nico Grobler

“I would like to thank Master Retailing in assisting me with interviews which has subsequently led to me being appointed at one of your clients namely Coricraft” – Trevor Mylie 

For any enquires to any of the above, please contact Eugene Beukes at Eugene@mretailing.co.za or phone 012 654 4688 or visit our website at www.mretailing.co.za

Retail Sales Growth

 

There was a slowdown in retail sales for the month of June 2013 compared to the previous year, thereby reflecting that the consumer is under preasure. Retail trade  sales measured in constant (2012) prices increased by 1, 9% year on year (y/y) in June 2013 from a revised 6% (6,2%) increase in May 2013.

The best performers where the hardware, paint and glass showing a 5.3% increase whereas other retailers such as clothing, textiles, footwear and leather goods showed a 4.3% increase

   

 Analysts’ views

Futures business analyst and CEO of Master Retailing Eugene Beukes is of the view that shareholders are to act with caution when dealing in securities related to the furniture industry as there is a shake up on the horizon. Some of the big players are either busy with restructuring, consolidation and then there is also the recent announcement by Leon Kikinis CEO of ABIL that Ellerine Furniture (EHL) has eventually been put up for sale.

Eugene states that he doesn't believe a buyer for the ailing retailer EHL would necessarily come from the likes of JDG, Massmart, Lewis or Shoprite/Checkers due to the competitions board and, therefore believes that the only way ABIL can possibly dispose of EHL in current economic conditions will either be through international investors or by having to break up the various individual brands i.e Wetherlys, Furniture City and possibly Dial n Bed, whereas the remainder of the brands would most probably have to be sold as a package deal i.e Ellerines, Bears, and Geen & Richards together. Eugene states that he doesn't think the new brand introduced in 2010 Chateau d' Ax  will be up for sale as this was doomed from the start, and has never showed traction in the market. Prior to 2010 Bakos Brothers started reducing their exposure in this segment after 20 years which should tell you something, why did EHL then try to enter this similar market with a big bang approach before first testing the market?

§     Retail trade sales were expected to have increased by 2,8% y/y ‚ according to a survey of leading economists by BDlive.

§     Forecasts among the nine economists polled ranged from 1,1% to 4, 5%.

§     "This comes as no surprise. The 1,9% came off a high base. The latest retail figures are also constant with what we are seeing in the economy at the moment," Nedbank economist Isaac Matshego said. Spending by consumers is expected to moderate in 2013, given continued high debt levels and high joblessness.

§     "The latest figures are coming off a high base, but the overall picture remains one of aconsumer that is under pressure. The cost of living has been rising. Petrol prices are high," said KADD Capital economist Elize Kruger.

Source:

Business Day, dated 14 August 2013

Eugene Beukes (CEO Master Retailing), interviewed 14 August 2013

Beware - 7 Deadlly Sins Affecting Your Job Security

The long-gone reality of job security based on longevity no longer exists in today’s competitive marketplace. Your performance and the ability to produce results that contribute to your company’s profits is the only security you have today. However, did you know that certain destructive habits can easily mar your performance?

There are habits many of us have that might seem trivial and don’t necessarily make you a bad person but can certainly turn you into a liability for your employer. They reflect poorly upon your performance and can even cost you your job. You may be on the way out without even knowing it.

Although a single bad habit is not likely to get you fired however, the cumulative effect can be quite destructive. It is likely to affect everything, from your performance evaluation to your ability to do your job. Unfortunately, most employees don’t even realize they have these destructive habits until it’s too late. Here is a list of seven destructive habits you should avoid if you want to keep your job:

1. Compulsive Procrastinator
Don’t put off what you can do today. Many of us have the habit of putting off projects till the last minute without realizing that the last-minute rush tends to affect other people involved in the project as well who might or might not be able to complete their work on time because you submitted your work late. Procrastinating can seriously hurt your work performance and make you look like slacker.

2. Display Tardiness
Regularly arriving late to work shows that you have no respect for your time or that of others’. Some employees have an attitude of complacency and feel no disrespect in appearing late at meetings or returning late from breaks. They display their careless behavior with arrogance and do not make any effort to arrive on time.

3. Poor Communication Skills
This involves everything from being unable to express your point of view to not responding to e-mails properly or using terms that might be perceived as rude. Poor communication in a workplace, whether written or oral, can obstruct the efficiency of your organization and strain your productivity.

4. Social Media Addiction
Most of us these days are obsessed with social media, constantly checking Facebook or Twitter throughout the day. Add to this list, IMs, personal phone calls and mobile messaging and you have yourself a list of major distractions. Anyone who thinks that all this doesn’t interfere with his/her work is sadly mistaken. We know we are lying to ourselves when we say this. Some companies have taken strict measures to limit their employees’ social media usage, while others have blocked these sites completely. Social media addiction will lessen your productivity and can cost you your job.

5. Being Distracted
One of the best ways to damage your workplace reputation is to be inattentive and careless. Being distracted is a bad habit that many employees possess. It shows their disregard for the company’s culture and demonstrates their failure as a professional.

6. Spreading Negativity
Habitual water cooler gossip, whining or constantly complaining spreads negativity and will eventually lead to a counterproductive work environment. Your manager is responsible for ensuring a positive morale in his/her team and anyone who reflects poorly on him/her is likely to be cut out.

7. Avoiding Teamwork

Teamwork is an essential characteristic of a successful employee and an integral part of any workplace environment. Are you the kind who has a habit of always doing things your own way without any regard for other people in your team? Independence is a good quality, however team players experience more success at work while those who avoid teamwork and prefer taking credit for the work of their whole team will lose the support of their colleagues real fast.

These are just a few major habits of self-destructive employees. These can cost you your job and result in a ruined professional reputation. Most of this comes down to lack of communication, being inefficient, having zero tolerance, being disorganized and having no regard for your organization’s policies or culture. We all have a few annoying habits, but they can be corrected if only the individual is willing and open to communication. So unless you are looking for ways to lose your job, analyze your bad habits and try to mend them.

How to Recruit the right person for the job

Hiring staff is a huge responsibility. In today’s competitive business environment it is paramount to employ the right people.

1.1        Get your organogram / structure and job descriptions right

Ensure that you have an organogram / structure in place with all the applicable positions within your company. Furthermore you need to have a clear Job Description for each position in your organisational structure. A Job Description should contain the purpose of the particular job/ position, key responsibilities, tasks and duties, required skills, limits of authority, relationship with other positions, reporting line, and any special demands.

1.2        Create a picture of the ideal candidate

Envisage the ideal person who has to fill a position. List the relevant educational qualifications, experience, personal attributes, ability to communicate, skills, motivation and set of values that you require the ideal candidate to have. Your list could contain three levels; must haves, should haves, and nice to haves. 

1.3        Devise a standard evaluation form

Draft a standard evaluation form for every candidate to collect as much information as possible including the list of must haves, should haves and nice to haves. This evaluation will assist you to compare the candidates with one another, later on.

1.4        Draft a battery of relevant questions

As part of the evaluation form a standard battery of questions should be listed to collect as much information as possible on the behavioural specifications and personal attributes of the candidates.

1.5        Start your search

You can utilise one of three methods to recruit. The first is to make use of an employment agency/ head hunter, the second is by word of mouth and utilizing your own network of contacts and the third is to advertise the position yourself. As soon as you have received applications the resumes should be compared against the set criteria of the specific position.

1.6        Conduct first round interviews

Interviews are used to assess a candidate’s compatibility and suitability in relation to a future job performance. The interview is used to compare the candidate with your picture of the ideal candidate. During these interviews you should ask questions to the candidate allow the candidate to ask questions, describe the position and company to the candidate. And explain the requirements, tasks and responsibilities of the position as well as the basic conditions of service.  

1.7        Conduct interviews with shortlisted candidates

During the first round of interviews you need to identify the most suitable candidates. Identify the three most promising and suitable candidates and arrange follow up interviews. Contact the other applicants and inform them that they have been unsuccessful. During the interviews with the shortlisted candidates more in-depth questions about the candidate’s relevant experience in comparison to the job description and requirements should be asked. Ask probing questions about a candidate’s accomplishments to confirm these. Reference checks should also be done on shortlisted candidates.

1.8        Conduct profiling and assessments

Reference checks to confirm qualifications and previous work experience should be done. Personality and other psychometric assessments could be done in order to assist you with the decision making and to ensure that the candidate’s personality and profile fits in with the company culture and work ethic.

1.9        Review the data collected

Analyse all the information collected on your short listed candidates and assess their individual strengths and weaknesses. Compare all the info with your view of the ideal candidate from a skills and personality

1.10     Make a decision and make an offer

After following all of the steps above you would be in a position to make a decision and select the best person for the job. Contact the unsuccessful candidates to inform them that they have been unsuccessful. Confirm with the successful candidate the remuneration package and basic conditions of service on offer for the position. Draft an offer of employment/ service agreement document. Make sure that if the candidate accepts that the service agreement is signed. Prepare the induction program.

Retailers, do you know where the growth is taking place?

Five provinces have recorded a drop in their percentage share of the country's population in the past 12 years, as per the SA Institute of Race Relations (SAIRR).

Although the country's population had grown by 18 percent, the Eastern Cape, Free State, KwaZulu-Natal, Limpopo, and North West all currently contributed smaller percentages of the total population than they did in 2001, the SAIRR said in a statement.

Gauteng population has increased to 24%. Gauteng, the province with the largest population growth, contributed 19.7 percent of the country's population in 2001. The number increased to 24 percent in 2013.

KwaZulu-Natal held the biggest share of the total population in 2001, but is now second to Gauteng," researcher Thuthukani Ndebele said. KwaZulu-Natal made up 21 percent of the population in 2001, but recorded a 19.7 percent contribution this year.

"The Northern Cape's change in proportion was highest, although it still contributes the least to the whole population."

The statistics reveal that the Eastern Cape made up 14.4 percent of the country's population in 2001. The number dropped to 12.2 percent this year.

The Free State contributed six percent of the country's total population 12 years ago. It decreased to 5.2 percent in 2013.

Limpopo's population made up 11.8 percent of the total in 2001, and fell to 10.4 percent in 2013.

The North West contributed 8.2 percent of the country's population in 2001, but experienced a significant drop to 6.8 percent in 2013.

The country's total population had increased to 52 982 000 in 2013. Twelve years ago the figure was 44 819 778.

These figures have been obtained from the national census conducted by Statistics SA in 2001 and the 2013 mid-year-estimates.

How to handle office politics

6 TIPS ON HOW TO HANDLE OFFICE POLITICS

1. Understand motives; be clear on your stand:Sometimes, you may get pulled into lobbying conversations with people with hidden agendas. For example, when pressed to agree to a pushy colleague’s proposal on a collaborative project, be ready to stand firm on your ideas. Also, stay clear from taking sides on other party issues that do not directly involve you. 

2. Keep your cool, no matter what: It could be a backstabber who is making you look incompetent in front of seniors or a credit stealer who knows your potential and extracts your expertise for his/her benefit, depriving you of rightful credit. Understand that the person is manipulating you stealthily. You need to be sharp when dealing with him/her as simply making noise to one and all will not address the issue.

Confront the backstabber in private and make it clear you know his/her intentions well – this should stop him/her from doing that. As for credit stealers, always keep your boss in the loop over the efforts you have spent on a project. This should weaken the miscreant’s power over any information s/he can use over you. 

3. Focus on finding solutions, don’t linger on the problem: There’s nothing worse than a situation wherein teammates play the blame game over a task gone wrong. Well, what’s done (or not done) is done – for the sake of your own goal and of the overall team’s productivity, invest your energies in the right direction by bringing focus back to the task at hand. If you were wrong, accept it; if not, take the higher ground and stay on course of your work.

4. Beware of gossip: “Did you know?” or “Have you heard” conversations are the fuel that run the gossip fires around office. Gossip creates biases and clouds judgement about the people who work together. It exposes personal opinions and information that may/may not be true. Be careful of what you share with those around; words spoken often get twisted as they circulate around, and will make you look bad once they surface. As a golden rule, don’t voice anything you cannot speak openly in front of everyone.

5. Keep the mood positive: A positive attitude will help tide over various ups and downs at workplace. Surround yourself with positive minded people, and remain out of the way of those who spread negativity at workplace. Everyone has problems, but office is not the place to air them. Devote your office hours to constructive work; let your attitude lead the way.

6. Build meaningful associations: This is especially true when you are in a new job. Get people to like you. While this does not mean you try too hard to impress your boss or colleagues, use every opportunity to build good working relations with those around you. These relationships will help you collaborate smoothly on the job as you would find people more willing to associate with you. 

When not tackled in a proper manner, office politics can drag your career down. Keep your professional image secure and don’t get entangled in the web of corporate politics. 

Good luck

Seven Deadly Sins of Customer Service

1. Apathy: A just don't-give-a-damn attitude on the part of the salesperson or an impression conveyed to the customer in terms of "Do I look like I give a damn?". Some people get this way when they get bored with their jobs and nobody is reminding them that their job priority is to serve their customers.

 

2. Brush-Off: Trying to get rid of the customer by either "passing the buck" or brushing-off his or her need or problem; trying to "slam-dunk" the customer with some standard procedure that doesn't solve the problem but lets the service person off the hook for doing anything special.

 

3. Coldness: A kind of chilly hostility, curtness, unfriendliness, inconsiderateness, or impatience with the customer that says, "You're a nuisance; please go away." It is amazing to find that so many restaurants carefully select the most moody, depressed, hostile person they can find for the hostess-cashier job, making sure the customer's first and last moments of truth are good ones.

 

4. Condescension: Treating the customer with a patronizing attitude, such as many health-care people do. They call the doctor "Doctor Jones," but they call you by your first name and talk to you like you're four years old.

 

5. Robotism: "Thank-you-have-a-nice-day-NEXT." The fully mechanized worker puts every customer through the same program with the same standard motion and slogans, and with no trace of warmth or individuality. A variant of this is the smiling robot who gives a permanent "star" smile, but you can tell nobody's home upstairs.

 

6. Rule Book: Putting the organizational rules above customer satisfaction, with no discretion on the part of the service person to make exceptions or use common sense. Our banks and government departments are famous for this; they usually do everything possible to eliminate all traces of human thought and judgement, with the result that no one is authorized to think. Any customer problem with more than one moving part confounds their system.

 

7. Runaround: "Sorry, you'll have to call (see) so-and-so. We don't handle that here. "Telkom" people have made this into an art; the one operator tells you to go the the Telkom store, the Telkom store tells you to log a call, the call agent tells you to.... and so the viscous circle continues. 

For more on customer service and other retail subjects, contact us at info@mretailing.co.za or visit our website at www.mretailing.co.za

Kind Regards

The Master Retailing Team