Retail Supply Chain - Big Lesson from Big Winners

Retail Supply Chain - Big Lesson from Big Winners | LoadProof

It is very easy to look at the adversity, see only doom and gloom and give up quickly. However, real winners see the opportunities behind the challenge. It may be tempting to assume that e-commerce is the new reality, but I believe retail sales still have promise.

Let me share a story. Once, a gentleman had a beautiful bone china cup in which he would enjoy his tea, while reading his books. He relished the experience every day. It’s easy to imagine: most of us have relished a nice drink, something to read, and a few quiet moments.

One day, he accidentally dropped the china teacup and broke it. He didn’t have another cup and he was unable to find another that was as sleek and as beautiful as the one he had. He was disappointed thinking that he was never going to be able to have such a calm, relaxing experience again. Then he had an idea: he asked a master craftsman to try to fix it. The craftsman knew that he couldn’t make it look like new. He thought for a long time and finally had a clever idea. He made golden glue by adding gold powder to the adhesive and then glued the pieces together with the golden cement. The cup was even more beautiful than it was before—and unique as well. The master craftsman turned adversity into opportunity.

Truly great companies take a similar approach. Consider the Starbucks barista. People stand in line every day to buy their coffee. The baristas are trained to have the goal of ensuring the customer is completely happy. They are willing to make any variation on a drink. They are trained to build relationships with the customers and remember specific traits and preferences of each. Most of all, they are trained to respond positively to any customer dissatisfaction and to remake the order until the customer is satisfied. Human connection is a powerful thing.

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