There’s a lot more to retail than just smiling. Raynor Iwikau is manager of Taupō’s superb new Resene Colorshop – she knows that success comes in many colours and seeing the big retail picture is vitally important.
Raynor says it’s essential to have your customers walk out the door smiling, having had the best experience because your staff know their stuff, know the product, and how to treat people well.
She has decades of experience as a retail supervisor, and after three great years working with one of New Zealand’s best loved brands, she knows firsthand the significant difference that on the job training makes.
During her time at Resene, Raynor has gained two nationally recognised retail qualifications with ServiceIQ on-job training programmes. She has also successfully completed one of Resene’s three tier in-house training exams. These are aligned to a person’s achievement of the ServiceIQ programmes, and provide Resene staff with additional skills and an attractive bonus.
“Proper training made me look at the whole of the customer experience from the moment you walk in – from shop displays, presentation of the product and of course the importance of quality of product knowledge,” says Raynor.
Her team of six are currently advancing their skills with several completing ServiceIQ’s New Zealand Certificate in Retail, and National Certificate in Business (First Line Management) Level 4.
“My staff are very customer focused,” says Raynor. “We’ve got different personalities, but we are all people people. We’re passionate about making someone’s day which is probably why we’re drawn to a tourist destination like Taupō.”
Speaking of service, while the Resene ‘Tea’ and ‘Alabaster’ colours are hot favourites in Taupō, Raynor is sought after by customers for her ability to recreate the perfect match for a ‘mystery’ colour.
“It takes time and patience and it’s a bit like cooking – gradually adding tiny parts of this and that colour, but never too much. When you get a one hundred per cent match, it’s great to see the look of delight on the customer’s face,” says Raynor.
Resene surveys its customers every three months. The latest results are testament to the strength of service offered at Raynor’s store: the lowest score was satisfactory while every other customer rated them good to excellent.
Great service helps pay dividends for the business: Resene Taupō was the number one Colorshop in the Waikato/Bay of Plenty region in early May 2016.
As Raynor says: “Some New Zealand businesses don’t care whether staff take the opportunity to upskill, but Resene is a very strong advocate of training. They are passionate about it and it pays off with great customer reviews, awards, and recognition as a top New Zealand brand. I highly recommend it because everyone benefits – customers, staff and the business. Not only is it better for Resene, it’s also better for our customers and staff.”