Winning with Retail. Seize The HME Opportunity! Presented by: Sue Chen August 9, 2018

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1 Winning with Retail Seize The HME Opportunity! Presented by: Sue Chen August 9, 2018

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3 Fastest Growing Retail Concepts Curated Selection that fits my needs Community Local person I know, part of neighborhood Customization Education and Recommendations Connected We stay in touch

4 Your Website that is WORKING for you 2 - A Showroom STRATEGY that drives Traffic - Everyone Products Education - Big Ticket, $ROC Experience - Loyalty, Marketing, Connection 3 - Staff who are POWERFUL & driving the Retail Culture

5 Website, ROBO & Digital Marketing Your Website Your Google Address ROBO: Research Online - Buy Offline SEO: Search Engine Optimization CGC: Consumer Generated Content Facebook, Digital Marketing How do people feel when they see your website? Does your website accurately express what you have and what you do? How do you LOOK and NAV on a mobile device? How do you rank? What are people saying about you? Are you easy to reach and how quickly do you respond?

6 NEW & not NICHE Opportunities & Revenues

7 % Margin vs. $ Dollars

8 Make MAP work for you

9 OUR Golden Rules of Retail every customer deserves

10 Creating Your Retail Culture & Mission Driving People to Purpose, Performance & Sales

11 Culture is a shared purpose and passion for the company s vision and values. Culture is the WHAT and the WHY and everyone is invested in it individually and collaboratively. 1. Ensure that your mission, vision and values are concrete 2. Culture is fluid what got you here, may not get you there. 3. Culture must be brought to life by your team. 4. Hire people who embody the things your company stands for. Patience, joy, compassionate, educator

12 Retail vs. Medicare & Insurance

13 Cultivate a Growth Mindset in the Company Culture For an organization to grow and benefit from training, they need to create a culture of CONTINUOUS employee development. Employee Development Engagement and Motivation Sustained BA Employment

14 Employee Development A Culture of Employee Development is CONTINUAL = NOT A ONE TIME THING Combine Traditional and Alternative (coaching, mentoring, group discussions) Shift from normal & traditional Explore novel approaches Starts from the top Dedicated resources - time and money Align Employee Development with your Culture

15 Kip Tindell The Container Store on Training: first year, full-time employees receive 263 hours of formal training compared to industry average of 8 hours Fun Fact: The company boasts an annual employee turnover rate of around 10%, compared to an industry average of 100% 1 Great Person = 3 Good People Communication IS Leadership Intuition does not come to an unprepared mind. You need to train before it happens.

16 Hire - Reward - Retain The Best People for HME Retail 1. Hire the right people Hire for passion and commitment 1, experience 2, and credentials 3. Asking the right questions is key. You want to get a sense of what the potential employee believes. What do you love about your chosen career? What inspires you? 2. Communicate The art of communication tends to put the stress on talking, but listening is equally important. Great cultures grow around people who listen, not just to each other or to their clients and stakeholders. 3. Be ambitious Ambition is sometimes seen as a negative these days, but without it we would stagnate. You need a culture that supports big steps and powerful beliefs.

17 Reward Recognition Create a Culture of Recognition Making a difference on the Front Lines of Retail Employee Recognition Amazing and Memorable Customer Experiences Feel Connected & Valued Regardless of how recognition is given, there are 3 parts to an effective recognition message. 1. Describe the behavior, effort, or result of the individual(s) or team. 2. Align it to a company goal or value and explain how they contributed to it. 3. Express your appreciation and reinforce their value to you, the team, and/or the company.

18 Retain 3. Culture must be brought to life by your team. What s your Culture Attitude? Herb Kelleher, We ll miss you! Fun-LUVing Attitude. Have FUN Don t take yourself too seriously Maintain perspective Celebrate successes Enjoy your work Be a passionate Teamplayer

19 Loyalty & Rewards Programs

20 $25/month per location

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23 Shoppers are not moving online as much as they are gravitating to retailers that provide unique products and exceptional shopping experiences.