1 00:00:04,200 --> 00:00:07,040 Speaker 1: Hi, I'm Britney Saunders and welcome to Big Business, the 2 00:00:07,120 --> 00:00:10,039 Speaker 1: place where business is far from boring, and today I'm 3 00:00:10,039 --> 00:00:13,960 Speaker 1: recording on gaddigal Land. Now I somehow manage to build 4 00:00:13,960 --> 00:00:16,960 Speaker 1: an empire from my garage and I'm here to share 5 00:00:17,000 --> 00:00:19,440 Speaker 1: it all with you, from the wins, the huge mistakes, 6 00:00:19,600 --> 00:00:23,320 Speaker 1: the challenging times and funny moments in between. So, whether 7 00:00:23,360 --> 00:00:26,599 Speaker 1: you're in business already, you're wanting to start, or you're 8 00:00:26,640 --> 00:00:28,920 Speaker 1: not even in business at all and you're just looking for. 9 00:00:28,880 --> 00:00:31,360 Speaker 2: Some inspo, or you just want to hear the tea, 10 00:00:31,920 --> 00:00:33,239 Speaker 2: this is the podcast for you. 11 00:00:33,760 --> 00:00:36,520 Speaker 1: Coming up in today's episode, I'm going to be talking 12 00:00:36,560 --> 00:00:39,280 Speaker 1: to you about a topic that some would consider to 13 00:00:39,360 --> 00:00:43,639 Speaker 1: be slightly or maybe even completely controversial in. 14 00:00:43,600 --> 00:00:44,560 Speaker 2: The retail world. 15 00:00:45,080 --> 00:00:49,920 Speaker 1: Our fate stores having no KPIs or budgets And for 16 00:00:49,960 --> 00:00:52,280 Speaker 1: those of you that aren't familiar with this, in most 17 00:00:52,320 --> 00:00:56,120 Speaker 1: retail stores or businesses in general, the team working on 18 00:00:56,200 --> 00:00:59,360 Speaker 1: the floor every single day will generally. 19 00:00:59,000 --> 00:01:00,680 Speaker 2: Have budgets that they work with. 20 00:01:01,000 --> 00:01:05,560 Speaker 1: These include daily budgets, weekly budgets, and so on. In 21 00:01:05,600 --> 00:01:09,000 Speaker 1: most traditional retail stores, it is the responsibility of the 22 00:01:09,040 --> 00:01:12,520 Speaker 1: store manager to ensure that their store is hitting all 23 00:01:12,560 --> 00:01:15,800 Speaker 1: of their targets every day, and in most cases they'll 24 00:01:15,840 --> 00:01:19,399 Speaker 1: be questioned if they don't. At fate we do not 25 00:01:19,560 --> 00:01:24,199 Speaker 1: do that at all. I personally believe that retail employees 26 00:01:24,280 --> 00:01:27,760 Speaker 1: shouldn't be pressured into making a sale or hitting a 27 00:01:27,760 --> 00:01:29,600 Speaker 1: certain number of sales in a day. 28 00:01:30,120 --> 00:01:30,959 Speaker 2: That shouldn't be. 29 00:01:30,959 --> 00:01:34,759 Speaker 1: On them, that is actually on me. So why don't 30 00:01:34,800 --> 00:01:37,800 Speaker 1: we have KPIs And how did we get into this 31 00:01:37,880 --> 00:01:40,480 Speaker 1: in the first place, and how do we measure the 32 00:01:40,520 --> 00:01:43,880 Speaker 1: performance of our stores and teams instead? I'm going to 33 00:01:43,920 --> 00:01:46,320 Speaker 1: break it all down for you today and more. And 34 00:01:46,400 --> 00:01:48,760 Speaker 1: as you know, time is money, So let's get down 35 00:01:48,760 --> 00:01:56,800 Speaker 1: to business. So what is a KPI anyway? KPI stands 36 00:01:56,800 --> 00:02:00,400 Speaker 1: for key performance in the CATA, and by definition, API 37 00:02:00,520 --> 00:02:04,400 Speaker 1: stands for a quantifiable measure of performance over time for. 38 00:02:04,400 --> 00:02:06,000 Speaker 2: A specific objective. 39 00:02:06,600 --> 00:02:10,919 Speaker 1: KPIs provide targets for teams to shoot for, milestones to 40 00:02:11,000 --> 00:02:15,160 Speaker 1: gauge progress, and insights that help people across the organization 41 00:02:15,600 --> 00:02:19,919 Speaker 1: make better decisions, from finance and HR to marketing and sales. 42 00:02:20,240 --> 00:02:23,960 Speaker 1: Key performance indicators or KPIs help every area of the 43 00:02:24,000 --> 00:02:28,119 Speaker 1: business move forward at a strategic level. Now, I don't 44 00:02:28,160 --> 00:02:30,200 Speaker 1: want any of you listening to this episode to get 45 00:02:30,200 --> 00:02:35,160 Speaker 1: it twisted, I understand why KPIs exist. It's great to 46 00:02:35,200 --> 00:02:37,440 Speaker 1: have goals as a business and to be able to 47 00:02:37,440 --> 00:02:41,280 Speaker 1: look at everything from a technical and numerical standpoint. By 48 00:02:41,320 --> 00:02:44,520 Speaker 1: me saying that our store teams have no KPIs doesn't 49 00:02:44,560 --> 00:02:47,160 Speaker 1: in any way mean that we don't track their success 50 00:02:47,480 --> 00:02:50,119 Speaker 1: or have no idea what their sales are. It's very 51 00:02:50,160 --> 00:02:53,240 Speaker 1: important to be all over that when it comes to business. 52 00:02:53,520 --> 00:02:56,520 Speaker 1: But in particular today, what I'm going to be discussing 53 00:02:56,960 --> 00:03:00,720 Speaker 1: is why our store staff don't have their own KPIs 54 00:03:01,040 --> 00:03:04,639 Speaker 1: and why they are not responsible for worrying about hitting 55 00:03:04,639 --> 00:03:05,600 Speaker 1: a financial goal. 56 00:03:06,240 --> 00:03:07,320 Speaker 2: Don't take anything that. 57 00:03:07,240 --> 00:03:10,600 Speaker 1: I'm saying today as advice. This is not advice. This 58 00:03:10,760 --> 00:03:13,720 Speaker 1: is just me telling a story, because what works for 59 00:03:13,880 --> 00:03:16,160 Speaker 1: us isn't always going to work for every other business. 60 00:03:16,160 --> 00:03:18,120 Speaker 1: I don't want any of you out there with businesses 61 00:03:18,400 --> 00:03:18,840 Speaker 1: you know, to go. 62 00:03:18,919 --> 00:03:20,679 Speaker 2: I'm not gonna have KPIs. I'm gonna do everything the 63 00:03:20,720 --> 00:03:22,840 Speaker 2: way Brittany does. This works for us. 64 00:03:22,960 --> 00:03:24,760 Speaker 1: I'm going to tell you the reasons why I think 65 00:03:24,800 --> 00:03:27,639 Speaker 1: it does work for us. But don't take this as advice. 66 00:03:28,200 --> 00:03:31,679 Speaker 1: So why don't our stores have KPIs and how did 67 00:03:31,760 --> 00:03:33,000 Speaker 1: I make that decision. 68 00:03:33,520 --> 00:03:36,320 Speaker 2: Well, it kind of just naturally happened. 69 00:03:37,120 --> 00:03:40,040 Speaker 1: My first memory of KPIs is when I used to 70 00:03:40,080 --> 00:03:43,600 Speaker 1: work in retail myself back when I was a teeny bopper. 71 00:03:43,960 --> 00:03:45,640 Speaker 1: I had lots of jobs back in the day, as 72 00:03:45,680 --> 00:03:47,480 Speaker 1: you all know, and two of those jobs were in 73 00:03:47,600 --> 00:03:50,920 Speaker 1: Maya in the fragrance section. And then I also did 74 00:03:50,960 --> 00:03:55,080 Speaker 1: a very very short stint at Connor, the men's suit store. 75 00:03:55,600 --> 00:03:57,480 Speaker 1: I honestly think I worked there for a month, and 76 00:03:57,480 --> 00:03:59,200 Speaker 1: then at Mya, I think I worked there for a while, 77 00:03:59,200 --> 00:04:01,600 Speaker 1: like maybe six months, a year or something like that, 78 00:04:02,120 --> 00:04:04,960 Speaker 1: and that's when I was introduced to KPIs. I was 79 00:04:05,000 --> 00:04:06,840 Speaker 1: seventeen when I worked at my and I think I 80 00:04:06,840 --> 00:04:08,560 Speaker 1: was seventeen when I worked at Connor as well, because 81 00:04:08,560 --> 00:04:10,200 Speaker 1: I remember I had my p's and I could drive 82 00:04:10,240 --> 00:04:13,000 Speaker 1: myself to work. I'd never heard of KPIs before, but 83 00:04:13,040 --> 00:04:17,640 Speaker 1: I remember getting to my shift at Meyer and every 84 00:04:17,720 --> 00:04:19,960 Speaker 1: day just say, there's me and two other people on 85 00:04:20,000 --> 00:04:22,560 Speaker 1: the floor. For the duration of my shift. There'd be 86 00:04:23,080 --> 00:04:26,279 Speaker 1: a notepad set up behind the counter and it was 87 00:04:26,320 --> 00:04:30,560 Speaker 1: just handwritten with my name, Susie's name, and Jimmy's name, 88 00:04:30,920 --> 00:04:33,440 Speaker 1: how long we were working for, so like Britney five hour, 89 00:04:33,560 --> 00:04:35,680 Speaker 1: Jimmy two hour whatever, not that he can do a 90 00:04:35,680 --> 00:04:39,200 Speaker 1: two hour shift, and then we would have a financial 91 00:04:39,240 --> 00:04:42,039 Speaker 1: goal for us written there, so it'd be like, Britney 92 00:04:42,080 --> 00:04:45,000 Speaker 1: five hour shift, your budget is twenty one hundred and 93 00:04:45,000 --> 00:04:47,240 Speaker 1: thirty two dollars and twenty four cents, like it was 94 00:04:47,279 --> 00:04:50,920 Speaker 1: down to the fucking cent, because this shit is all calculated, right, 95 00:04:51,400 --> 00:04:55,920 Speaker 1: And I just remember being seventeen and reading that, and 96 00:04:56,320 --> 00:04:58,640 Speaker 1: even though I had not the slightest clue about business 97 00:04:58,680 --> 00:05:01,279 Speaker 1: back then, but I remember that felt wrong to me, 98 00:05:02,160 --> 00:05:05,680 Speaker 1: like why do I have this fucking goal, especially when 99 00:05:06,360 --> 00:05:08,280 Speaker 1: and again I didn't have a business mindset back then, 100 00:05:08,360 --> 00:05:10,520 Speaker 1: but just thinking back to it, like why is it 101 00:05:10,560 --> 00:05:13,599 Speaker 1: on me to hit that certain amount selling someone else's 102 00:05:13,640 --> 00:05:16,200 Speaker 1: product when that's not my business at all, Like I'm 103 00:05:16,240 --> 00:05:18,360 Speaker 1: just here to help the customers and sell them the 104 00:05:18,400 --> 00:05:20,560 Speaker 1: perfume kind of thing. Like I remember having those thoughts 105 00:05:20,560 --> 00:05:23,839 Speaker 1: back then, and same when I worked at Connor. And 106 00:05:23,880 --> 00:05:26,960 Speaker 1: it's no shame to Connor. Don't want to shame Connor 107 00:05:27,080 --> 00:05:29,320 Speaker 1: or the manager at the time. This is honestly what 108 00:05:29,480 --> 00:05:32,559 Speaker 1: well over ten years ago. I remember they were huge 109 00:05:32,600 --> 00:05:35,960 Speaker 1: on their KPIs and like up selling, especially because it's 110 00:05:35,960 --> 00:05:38,520 Speaker 1: a men's suit store. I remember I'd worked there for 111 00:05:38,600 --> 00:05:41,080 Speaker 1: a matter of weeks and I'm this little, shy, seventeen 112 00:05:41,120 --> 00:05:43,279 Speaker 1: year old. I'm not the confident woman that I am today, 113 00:05:43,320 --> 00:05:46,680 Speaker 1: and I'm selling men's suits, Like how interesting can it be? 114 00:05:46,960 --> 00:05:48,800 Speaker 1: And I remember I'd been working there for a while. 115 00:05:48,880 --> 00:05:51,280 Speaker 1: I think i'd honestly done a handful of shifts across 116 00:05:51,320 --> 00:05:54,240 Speaker 1: like a few weeks. And the manager said to me. 117 00:05:54,440 --> 00:05:56,839 Speaker 2: Can we come outside and have a little chat? Don't 118 00:05:56,880 --> 00:05:57,600 Speaker 2: you fucking hate that? 119 00:05:58,400 --> 00:06:00,280 Speaker 1: I mean, we do that too, but not to sit 120 00:06:00,320 --> 00:06:02,400 Speaker 1: them down and talk about their KPIs. But why is 121 00:06:02,440 --> 00:06:04,120 Speaker 1: it so scary when your manager goes, can. 122 00:06:04,000 --> 00:06:04,920 Speaker 2: We have a little chat? 123 00:06:06,000 --> 00:06:09,520 Speaker 1: So I went outside Connor and we sat down on 124 00:06:09,560 --> 00:06:11,280 Speaker 1: the little lounges that were out the front in the 125 00:06:11,320 --> 00:06:14,039 Speaker 1: middle of the walkway, and I remember the manager saying, now, 126 00:06:14,080 --> 00:06:16,400 Speaker 1: I just want to have a chat with you about 127 00:06:16,400 --> 00:06:19,560 Speaker 1: your performance. And then she had like written out or 128 00:06:19,560 --> 00:06:23,200 Speaker 1: printed out like my average sales and stuff. 129 00:06:22,839 --> 00:06:24,600 Speaker 2: Like that, and she's like, I want to chat about. 130 00:06:24,400 --> 00:06:27,320 Speaker 1: Like why you're not hitting your targets and this is 131 00:06:27,360 --> 00:06:31,480 Speaker 1: your average sale, like literally prying on me to the number. 132 00:06:32,120 --> 00:06:34,080 Speaker 1: This is your average sale, but we need you to 133 00:06:34,160 --> 00:06:38,599 Speaker 1: be more around here, so let's work on you hitting 134 00:06:38,600 --> 00:06:41,680 Speaker 1: your KPIs. And you know, I can see that you're 135 00:06:41,720 --> 00:06:44,520 Speaker 1: selling a lot of customers just one item, but we 136 00:06:44,680 --> 00:06:47,480 Speaker 1: really need to be selling the belt with the pants 137 00:06:47,640 --> 00:06:50,000 Speaker 1: or like the matching shirt. And I remember her saying 138 00:06:50,000 --> 00:06:52,640 Speaker 1: to me, so like, why aren't you doing that? And 139 00:06:52,680 --> 00:06:55,520 Speaker 1: I just I think I was still blunt like I 140 00:06:55,560 --> 00:06:57,880 Speaker 1: am today, and I was like, well, the guys just 141 00:06:57,920 --> 00:06:59,479 Speaker 1: come in and they just want a shirt, like, they 142 00:06:59,480 --> 00:07:01,960 Speaker 1: don't want pair of pants, so I'm not going to 143 00:07:02,080 --> 00:07:05,400 Speaker 1: force it on them. Why would I sell a customer 144 00:07:05,440 --> 00:07:06,760 Speaker 1: a pair of pants if they only come in for 145 00:07:06,800 --> 00:07:09,280 Speaker 1: the shirt. This makes no sense to me. And again 146 00:07:09,320 --> 00:07:11,480 Speaker 1: I wasn't in this business mindset, but I remember having 147 00:07:11,480 --> 00:07:14,160 Speaker 1: these thoughts back then, and this feels morally wrong to 148 00:07:14,320 --> 00:07:18,160 Speaker 1: be forcing people to upsell things to customers who don't 149 00:07:18,240 --> 00:07:21,360 Speaker 1: want those things. So yeah, I remember being introduced to 150 00:07:21,440 --> 00:07:24,360 Speaker 1: KPIs at the age of seventeen and thinking this feels wrong, 151 00:07:24,600 --> 00:07:28,080 Speaker 1: doesn't feel right. But I never thought about that again 152 00:07:28,120 --> 00:07:30,000 Speaker 1: after working in retail. But that was the first time 153 00:07:30,000 --> 00:07:31,600 Speaker 1: that I was introduced to KPIs. 154 00:07:31,600 --> 00:07:32,040 Speaker 2: Myself. 155 00:07:32,280 --> 00:07:35,240 Speaker 1: So how did No KPIs come to be in fate 156 00:07:35,320 --> 00:07:38,240 Speaker 1: and in our Newcastle store. Now, for those of you 157 00:07:38,280 --> 00:07:40,280 Speaker 1: that have listened, you already know, but I opened my 158 00:07:40,400 --> 00:07:46,000 Speaker 1: Newcastle store back in twenty nineteen. And again I feel 159 00:07:46,000 --> 00:07:48,640 Speaker 1: like I'm repeating myself, but I really want to stress. 160 00:07:48,840 --> 00:07:50,920 Speaker 1: When I opened that first store of ours, I had 161 00:07:51,000 --> 00:07:53,720 Speaker 1: no idea what I was doing. When you're in business, 162 00:07:53,760 --> 00:07:56,240 Speaker 1: you have no idea what you're doing. The only way 163 00:07:56,280 --> 00:07:58,000 Speaker 1: that you learn to do what you need to do 164 00:07:58,240 --> 00:08:00,680 Speaker 1: is just by giving it a go. So when I 165 00:08:00,760 --> 00:08:03,400 Speaker 1: opened that store, it was underneath our office, in that 166 00:08:03,520 --> 00:08:07,800 Speaker 1: showroom on the ground floor. We pulled stock from our 167 00:08:07,920 --> 00:08:11,040 Speaker 1: online warehouse, set it up in the store. I got 168 00:08:11,040 --> 00:08:13,720 Speaker 1: the cash register, I got all the things. I think 169 00:08:13,760 --> 00:08:16,480 Speaker 1: we might have had a daily cleaning checklist. Again, I 170 00:08:16,520 --> 00:08:18,800 Speaker 1: didn't know what we needed and didn't need. But never, 171 00:08:18,960 --> 00:08:22,160 Speaker 1: at any point during that process of setting up that 172 00:08:22,160 --> 00:08:25,280 Speaker 1: store before we opened in twenty nineteen, did I think, oh, 173 00:08:25,360 --> 00:08:28,520 Speaker 1: I'm going to put sales goals in Because my mindset 174 00:08:28,680 --> 00:08:32,160 Speaker 1: was fuck, I hope people come like. I never thought, oh, yeah, 175 00:08:32,280 --> 00:08:34,760 Speaker 1: let's go, we need to make two grand on Friday, 176 00:08:35,160 --> 00:08:37,000 Speaker 1: three grand on Saturday and then I'm going to split 177 00:08:37,040 --> 00:08:38,400 Speaker 1: it in between all the people working. 178 00:08:38,440 --> 00:08:40,320 Speaker 2: Like no, it was a team effort. 179 00:08:40,640 --> 00:08:43,240 Speaker 1: I was working every single day that we were opened, 180 00:08:43,240 --> 00:08:45,280 Speaker 1: and I had my employees that were working with me, 181 00:08:45,320 --> 00:08:47,760 Speaker 1: and it was just a team effort. Our objective was 182 00:08:48,400 --> 00:08:51,360 Speaker 1: open the doors, hope people come in, because I don't 183 00:08:51,400 --> 00:08:53,000 Speaker 1: know if anyone's even going to come see us, like 184 00:08:53,080 --> 00:08:55,880 Speaker 1: this is so scary, what the fuck? And when the 185 00:08:55,920 --> 00:08:58,360 Speaker 1: customers do come in, let's just help them and they 186 00:08:58,360 --> 00:09:01,120 Speaker 1: can find what they want. What was the mentality that 187 00:09:01,200 --> 00:09:03,920 Speaker 1: I had when I opened that very first Fate store 188 00:09:03,920 --> 00:09:06,880 Speaker 1: in twenty nineteen, and I'm so proud to say that 189 00:09:07,040 --> 00:09:09,920 Speaker 1: is the same mentality that I have today in twenty 190 00:09:10,040 --> 00:09:13,200 Speaker 1: twenty four. That has never ever changed for me. So 191 00:09:13,280 --> 00:09:16,760 Speaker 1: having no KPIs just felt natural to me. And then 192 00:09:16,840 --> 00:09:19,640 Speaker 1: we just carry that same thing through every single store 193 00:09:19,640 --> 00:09:22,679 Speaker 1: we've opened since. It has never been part of our 194 00:09:22,720 --> 00:09:25,120 Speaker 1: store openings, it's never been part of our company, it's 195 00:09:25,160 --> 00:09:26,520 Speaker 1: never been part of our training. 196 00:09:27,080 --> 00:09:28,360 Speaker 2: It's just always been that way. 197 00:09:28,800 --> 00:09:31,679 Speaker 1: It's pretty cool as well having no KPIs because when 198 00:09:31,679 --> 00:09:34,520 Speaker 1: it comes to training a new employee or training a 199 00:09:34,600 --> 00:09:37,080 Speaker 1: new team, for example, if we're opening a new store, 200 00:09:37,960 --> 00:09:40,800 Speaker 1: I'm really happy to tell them about the way that 201 00:09:40,880 --> 00:09:45,000 Speaker 1: our stores operate, And especially for our store managers who 202 00:09:45,080 --> 00:09:48,040 Speaker 1: come from other retail places, I can only begin to 203 00:09:48,120 --> 00:09:50,160 Speaker 1: imagine how different it is for them. 204 00:09:50,200 --> 00:09:51,959 Speaker 2: If they've come from managing another. 205 00:09:51,720 --> 00:09:55,960 Speaker 1: Bigger retail store where it's very KPI and sales focused, 206 00:09:56,280 --> 00:09:58,760 Speaker 1: it would be like a breath of fresh air for 207 00:09:58,840 --> 00:10:01,439 Speaker 1: them walking in. No, there is no pressure to make 208 00:10:01,440 --> 00:10:04,200 Speaker 1: the sale. What we say with our retail stores when 209 00:10:04,240 --> 00:10:07,240 Speaker 1: we are training our teams is it doesn't matter if 210 00:10:07,240 --> 00:10:10,840 Speaker 1: a customer is coming in to shop up an absolute 211 00:10:10,840 --> 00:10:12,839 Speaker 1: storm and they're going to drop eight hundred bucks on 212 00:10:12,920 --> 00:10:15,600 Speaker 1: a brand new wardrobe, or if the customer is just 213 00:10:15,640 --> 00:10:17,520 Speaker 1: coming in and maybe they're shopping with us for the 214 00:10:17,559 --> 00:10:19,800 Speaker 1: first time, and they're coming in they just want to 215 00:10:19,840 --> 00:10:22,040 Speaker 1: try everything on, they want to get a feel for 216 00:10:22,080 --> 00:10:24,640 Speaker 1: the styles, they want to figure out their sizing, and 217 00:10:24,679 --> 00:10:27,600 Speaker 1: then leave empty handed, and maybe they'll come back another day, 218 00:10:27,679 --> 00:10:30,160 Speaker 1: or they might shop online. I don't care if customers 219 00:10:30,160 --> 00:10:33,640 Speaker 1: are coming in to do one or the other. Those 220 00:10:33,800 --> 00:10:38,319 Speaker 1: customers must have the exact same experience. In my mind, 221 00:10:38,440 --> 00:10:41,959 Speaker 1: if your retail staff are motivated by numbers and have 222 00:10:42,040 --> 00:10:45,400 Speaker 1: the mindset of needing to hit that sales target and 223 00:10:45,520 --> 00:10:47,000 Speaker 1: upsell to hit their KPI. 224 00:10:47,520 --> 00:10:48,760 Speaker 2: How on earth are they. 225 00:10:48,679 --> 00:10:51,080 Speaker 1: Going to be able to give the same service to 226 00:10:51,200 --> 00:10:54,520 Speaker 1: every customer, Because think about it. If you're motivated by 227 00:10:54,640 --> 00:10:56,679 Speaker 1: numbers only and you need to hit your targets and 228 00:10:56,720 --> 00:10:59,240 Speaker 1: you've had a quiet day and a customer comes in 229 00:10:59,600 --> 00:11:01,960 Speaker 1: and you can I help you with anything today, and 230 00:11:02,000 --> 00:11:04,079 Speaker 1: they say, oh, no thanks, I'm just coming in to 231 00:11:04,160 --> 00:11:06,080 Speaker 1: try on some genes today to figure out my sizing, 232 00:11:06,080 --> 00:11:08,800 Speaker 1: but I'm not going to be purchasing for us. We 233 00:11:08,880 --> 00:11:11,600 Speaker 1: say no worries, like, let me know if there's any 234 00:11:11,600 --> 00:11:13,480 Speaker 1: certain sizes you want to try, I'll set up a 235 00:11:13,520 --> 00:11:17,000 Speaker 1: change room for you. Whereas if your employee is driven 236 00:11:17,040 --> 00:11:18,040 Speaker 1: by sales. 237 00:11:17,880 --> 00:11:19,320 Speaker 2: They're going to leave that customer alone. 238 00:11:19,679 --> 00:11:21,640 Speaker 1: They're not going to go and help that customer any 239 00:11:21,640 --> 00:11:24,480 Speaker 1: further because they know that customer isn't going to make 240 00:11:24,600 --> 00:11:27,160 Speaker 1: a purchase, therefore it's not going to help their KPIs, 241 00:11:27,200 --> 00:11:30,000 Speaker 1: So then that customer is going to have a shit 242 00:11:30,120 --> 00:11:32,520 Speaker 1: experience where they just shop on their own and walk 243 00:11:32,559 --> 00:11:35,080 Speaker 1: out empty handed. Whereas with us, it doesn't matter if 244 00:11:35,120 --> 00:11:36,800 Speaker 1: someone's just coming to try on, we're going to give 245 00:11:36,800 --> 00:11:39,319 Speaker 1: them that same service as if they were spending eight 246 00:11:39,400 --> 00:11:42,160 Speaker 1: hundred bucks. Now, I'm sure everyone knows this, but when 247 00:11:42,200 --> 00:11:44,960 Speaker 1: it comes to retail, you can tell when the teams 248 00:11:45,080 --> 00:11:48,280 Speaker 1: are focusing on their KPIs. Have you ever walked into 249 00:11:48,360 --> 00:11:50,480 Speaker 1: a store and felt like you were being watched by 250 00:11:50,520 --> 00:11:54,280 Speaker 1: the staff. Have you ever had someone almost forcefully get 251 00:11:54,280 --> 00:11:57,040 Speaker 1: you to try things on that you weren't interested in? 252 00:11:57,480 --> 00:11:59,520 Speaker 1: Maybe you have been in the change room and they're 253 00:11:59,559 --> 00:12:02,040 Speaker 1: like thrown extra couple of items over the door. 254 00:12:01,960 --> 00:12:04,160 Speaker 2: Being like, got you these two to try on? 255 00:12:04,760 --> 00:12:08,280 Speaker 1: Like we've all experienced that time and time again. Or 256 00:12:08,720 --> 00:12:11,079 Speaker 1: have you ever been upsold something. 257 00:12:10,800 --> 00:12:12,600 Speaker 2: At the counter when you're checking out? 258 00:12:12,640 --> 00:12:16,560 Speaker 1: We all have the problem with traditional KPIs is that 259 00:12:16,640 --> 00:12:20,920 Speaker 1: it focuses solely on sales and numbers, and it can 260 00:12:21,040 --> 00:12:25,400 Speaker 1: overlook the more important factors such as customer satisfaction and 261 00:12:25,640 --> 00:12:30,520 Speaker 1: also employee morale. KPIs are not only just annoying for customers, 262 00:12:30,880 --> 00:12:33,600 Speaker 1: they're so bad for teams. And I'm going to dive 263 00:12:33,600 --> 00:12:40,559 Speaker 1: into that a little further now. Based on my experience 264 00:12:40,640 --> 00:12:43,400 Speaker 1: and a few friends who I've spoken to before i've 265 00:12:43,440 --> 00:12:47,280 Speaker 1: recorded this episode, some of the negative effects that KPIs 266 00:12:47,280 --> 00:12:52,400 Speaker 1: can have on employees in particular are as follows. Firstly, 267 00:12:52,840 --> 00:12:56,920 Speaker 1: employees simply hating their job due to the KPIs. It 268 00:12:57,040 --> 00:12:59,560 Speaker 1: takes all of the fun out of it and they 269 00:12:59,600 --> 00:13:02,360 Speaker 1: feel like their only objective is to hit that number 270 00:13:02,400 --> 00:13:04,520 Speaker 1: every single day. I know so many people, and I 271 00:13:04,559 --> 00:13:07,000 Speaker 1: know I hated KPIs when I worked in retail. It 272 00:13:07,000 --> 00:13:09,080 Speaker 1: made me hate the whole job because of those stupid, 273 00:13:09,120 --> 00:13:13,560 Speaker 1: bloody numbers. Having KPIs can also cause managers to be 274 00:13:13,800 --> 00:13:17,839 Speaker 1: extremely hard on themselves. I spoke to a friend who 275 00:13:17,920 --> 00:13:20,560 Speaker 1: is in a high retail position in a big company 276 00:13:21,160 --> 00:13:23,160 Speaker 1: before recording this episode. 277 00:13:23,000 --> 00:13:25,520 Speaker 2: And they were telling me how they have. 278 00:13:25,720 --> 00:13:28,319 Speaker 1: Stores like all in New South Wales and their best 279 00:13:28,360 --> 00:13:32,000 Speaker 1: performing store had a bad month or something, or because 280 00:13:32,000 --> 00:13:34,280 Speaker 1: they can even compare it to the year before to 281 00:13:34,320 --> 00:13:36,520 Speaker 1: be like, well you did this last January and now 282 00:13:36,520 --> 00:13:39,040 Speaker 1: it's January, but this is what you're doing. And they 283 00:13:39,040 --> 00:13:41,840 Speaker 1: were saying that this store manager, who is amazing and 284 00:13:41,880 --> 00:13:45,040 Speaker 1: it's the number one performing store in the state, was 285 00:13:45,160 --> 00:13:49,400 Speaker 1: absolutely beating herself up, saying I'm a failure because I 286 00:13:49,440 --> 00:13:51,800 Speaker 1: didn't do as good as I did last January and 287 00:13:51,840 --> 00:13:55,360 Speaker 1: I you know, I haven't hit my targets and hearing 288 00:13:55,440 --> 00:14:00,040 Speaker 1: that makes me feel sick because no employee working for 289 00:14:00,120 --> 00:14:04,280 Speaker 1: any other company, like, no employee working for someone else's 290 00:14:04,320 --> 00:14:07,960 Speaker 1: business should ever feel like a failure like ever, like 291 00:14:08,160 --> 00:14:11,520 Speaker 1: especially if you're working in retail. The customers are being served, 292 00:14:11,520 --> 00:14:13,760 Speaker 1: the transactions are going through, the team is showing up 293 00:14:13,760 --> 00:14:17,559 Speaker 1: to work like no manager should ever say I feel 294 00:14:17,559 --> 00:14:20,320 Speaker 1: like a failure because I didn't hit my sales targets 295 00:14:20,360 --> 00:14:23,120 Speaker 1: like that makes me sick. And if I knew that 296 00:14:23,280 --> 00:14:26,480 Speaker 1: any of my staff felt like a failure in their role, 297 00:14:26,560 --> 00:14:28,640 Speaker 1: I would feel like I've failed as a business owner, 298 00:14:29,120 --> 00:14:32,080 Speaker 1: because how could anyone feel like a failure when they're 299 00:14:32,120 --> 00:14:33,480 Speaker 1: working for someone else? 300 00:14:33,920 --> 00:14:34,320 Speaker 2: You know what? 301 00:14:34,440 --> 00:14:38,760 Speaker 1: Fair enough, if someone's completely fucked up and ruined something 302 00:14:38,840 --> 00:14:41,360 Speaker 1: and you know the office is on fire or whatever, 303 00:14:41,360 --> 00:14:43,600 Speaker 1: then you could go, fuck, what a failure I am 304 00:14:43,640 --> 00:14:44,360 Speaker 1: to have this happen. 305 00:14:44,560 --> 00:14:46,360 Speaker 2: But even then, like you can figure it out. 306 00:14:46,400 --> 00:14:48,880 Speaker 1: But especially when it comes to hitting something like a 307 00:14:48,920 --> 00:14:52,040 Speaker 1: sales target, people should not be feeling like failures and 308 00:14:52,120 --> 00:14:55,320 Speaker 1: being extremely hard on themselves because of those numbers. Staff 309 00:14:55,400 --> 00:14:58,760 Speaker 1: hitting a number isn't our metric for success. There are 310 00:14:58,800 --> 00:15:02,200 Speaker 1: so many other ways that staff metrics can be measured. 311 00:15:02,520 --> 00:15:06,880 Speaker 1: Another one, KPIs can cause employee conflict, like they're being 312 00:15:06,920 --> 00:15:09,640 Speaker 1: pitted against one another fighting for the sale. And I've 313 00:15:09,680 --> 00:15:12,920 Speaker 1: experienced this myself in previous roles, where people would be 314 00:15:13,040 --> 00:15:16,160 Speaker 1: rushing to the counter to get the sale or they 315 00:15:16,640 --> 00:15:17,160 Speaker 1: steal the. 316 00:15:17,080 --> 00:15:17,880 Speaker 2: Customer off you. 317 00:15:18,000 --> 00:15:20,120 Speaker 1: It can cause your team to work against each other 318 00:15:20,200 --> 00:15:23,360 Speaker 1: instead of together, which I don't see being a positive. 319 00:15:23,760 --> 00:15:27,600 Speaker 1: KPIs can also cause staff to run when a customer 320 00:15:27,600 --> 00:15:30,920 Speaker 1: comes in for a refund. Not for us, but in 321 00:15:30,960 --> 00:15:33,120 Speaker 1: a lot of retail stores, when someone comes in for 322 00:15:33,160 --> 00:15:35,680 Speaker 1: a refund, someone's got to put that through on their 323 00:15:35,800 --> 00:15:38,040 Speaker 1: staff punch in, and then that's going to affect their 324 00:15:38,120 --> 00:15:40,680 Speaker 1: KPIs and then they get really upset like that. So 325 00:15:40,760 --> 00:15:43,240 Speaker 1: then when customers come in to do a refund, you'll 326 00:15:43,240 --> 00:15:46,280 Speaker 1: see staff running like away because they don't want to 327 00:15:46,280 --> 00:15:49,960 Speaker 1: put the refund through. Especially for us. One other thing 328 00:15:50,000 --> 00:15:52,600 Speaker 1: that we've trained our staff to do and when we 329 00:15:52,640 --> 00:15:55,520 Speaker 1: open new stores is that we want refunds and people 330 00:15:55,560 --> 00:15:57,400 Speaker 1: bringing something back in because they don't like it. We 331 00:15:57,440 --> 00:16:01,000 Speaker 1: want that to be a positive experience because taking something 332 00:16:01,000 --> 00:16:04,000 Speaker 1: into a store is awkward enough as it is, and 333 00:16:04,040 --> 00:16:06,360 Speaker 1: you always feel a bit bad or like you're going 334 00:16:06,440 --> 00:16:08,480 Speaker 1: to be judged and I know when I've returned things, 335 00:16:08,560 --> 00:16:10,640 Speaker 1: it's like, hey, like, I just want to return this today, 336 00:16:10,880 --> 00:16:12,760 Speaker 1: and they're like like, it's. 337 00:16:12,680 --> 00:16:14,480 Speaker 2: Always this like negative thing. 338 00:16:14,600 --> 00:16:16,960 Speaker 1: And we say to our teams, even if someone is 339 00:16:17,000 --> 00:16:18,960 Speaker 1: coming in, they're like, hey, like I don't like these genes, 340 00:16:18,960 --> 00:16:20,520 Speaker 1: they just want to return them. We want to make 341 00:16:20,560 --> 00:16:23,560 Speaker 1: that a positive experience in itself and say, hey, that's 342 00:16:23,560 --> 00:16:25,600 Speaker 1: no worries at all. Let me pop that through for you. 343 00:16:25,640 --> 00:16:27,640 Speaker 1: Do you have any feedback for us on the product, Like, 344 00:16:27,680 --> 00:16:30,800 Speaker 1: we want to make what is usually a negative experience 345 00:16:31,080 --> 00:16:34,080 Speaker 1: a positive one and with it not affecting their KPIs. 346 00:16:34,120 --> 00:16:37,280 Speaker 2: It's just a recipe for success. Another thing that I've. 347 00:16:37,120 --> 00:16:40,120 Speaker 1: Heard, and the last one, is that KPIs can cause 348 00:16:40,160 --> 00:16:42,960 Speaker 1: staff to learn ways to cheat the system. I've heard 349 00:16:42,960 --> 00:16:48,040 Speaker 1: stories of people putting refunds through on other staff members' codes, 350 00:16:48,120 --> 00:16:48,920 Speaker 1: and again. 351 00:16:48,760 --> 00:16:50,480 Speaker 2: I don't have any experience in this, but it's just 352 00:16:50,520 --> 00:16:51,000 Speaker 2: what i've heard. 353 00:16:51,000 --> 00:16:53,800 Speaker 1: It can cause people to do tricky things and try 354 00:16:53,840 --> 00:16:56,160 Speaker 1: and fiddle around with the numbers, which is you don't 355 00:16:56,200 --> 00:16:57,920 Speaker 1: want your staff to even have to try to think 356 00:16:57,960 --> 00:17:00,080 Speaker 1: of how to do that. So you've learned by this 357 00:17:00,120 --> 00:17:02,800 Speaker 1: point that we don't have sales targets in our stores. 358 00:17:03,040 --> 00:17:07,040 Speaker 1: So what is our objective then to help our customers. 359 00:17:07,720 --> 00:17:11,480 Speaker 1: Picture this, You walk into a store and immediately you're 360 00:17:11,480 --> 00:17:15,359 Speaker 1: greeted with a warm smile and genuine enthusiasm from your 361 00:17:15,400 --> 00:17:18,439 Speaker 1: staff as you're browsing through the racks. You're then offered 362 00:17:18,480 --> 00:17:22,840 Speaker 1: personalized recommendations based on your preferences, and any questions you 363 00:17:23,000 --> 00:17:26,440 Speaker 1: have are met with knowledgeable answers and a willingness to help. 364 00:17:26,560 --> 00:17:28,639 Speaker 1: How does that make you feel? Pretty fucking good if 365 00:17:28,680 --> 00:17:32,119 Speaker 1: you ask me. Our store teams are trained to be 366 00:17:32,200 --> 00:17:35,639 Speaker 1: able to pick up on our customers cues. Always smile 367 00:17:35,680 --> 00:17:38,200 Speaker 1: and say hello, let them know that we're here to help, 368 00:17:38,280 --> 00:17:41,200 Speaker 1: but also know when to be able to recognize when 369 00:17:41,240 --> 00:17:42,360 Speaker 1: customers don't want. 370 00:17:42,200 --> 00:17:42,760 Speaker 2: Help at all. 371 00:17:43,119 --> 00:17:45,040 Speaker 1: There are a lot of shoppers who just want to 372 00:17:45,080 --> 00:17:48,080 Speaker 1: go hi and then stick to shopping by themselves. They 373 00:17:48,080 --> 00:17:50,600 Speaker 1: want to do the whole things by themselves, and that's 374 00:17:50,600 --> 00:17:53,200 Speaker 1: on us to recognize that we're not going to continually 375 00:17:53,600 --> 00:17:57,560 Speaker 1: hound someone to have our help, because that's what we're 376 00:17:57,600 --> 00:17:59,800 Speaker 1: there to do. If we can recognize that they are 377 00:17:59,840 --> 00:18:02,000 Speaker 1: just happy to browse, and I think that's something that 378 00:18:02,040 --> 00:18:02,879 Speaker 1: we do really well. 379 00:18:03,440 --> 00:18:04,720 Speaker 2: That's the power of the. 380 00:18:04,680 --> 00:18:08,440 Speaker 1: Customer experience, My friends, it's not just about making a sale. 381 00:18:08,520 --> 00:18:12,679 Speaker 1: It's about creating a memorable and meaningful interaction that leaves 382 00:18:12,720 --> 00:18:17,119 Speaker 1: a lasting impression. And here's the kicker from my experience. 383 00:18:17,480 --> 00:18:22,960 Speaker 1: When you prioritize the customer experience above all else, the 384 00:18:23,080 --> 00:18:27,280 Speaker 1: sales tend to follow naturally. So why do we do it? 385 00:18:27,720 --> 00:18:30,560 Speaker 1: Why do we place such a strong emphasis on the 386 00:18:30,600 --> 00:18:34,800 Speaker 1: customer experience in our stores? Well, for starters, I believe 387 00:18:34,880 --> 00:18:38,280 Speaker 1: that happy customers are bloody loyal customers. When you go 388 00:18:38,440 --> 00:18:42,280 Speaker 1: above and beyond to provide an exceptional service and create 389 00:18:42,359 --> 00:18:45,960 Speaker 1: memorable experiences, you build trust and loyalty with your customer base. 390 00:18:46,000 --> 00:18:49,000 Speaker 1: And let me tell you, loyal customers are worth their 391 00:18:49,040 --> 00:18:52,560 Speaker 1: weight in gold. We have so many amazing regulars in 392 00:18:52,720 --> 00:18:55,439 Speaker 1: all four of our stores who feel like friends to 393 00:18:55,560 --> 00:18:58,240 Speaker 1: our staff. And I hear our staff talking about the 394 00:18:58,280 --> 00:19:01,280 Speaker 1: regulars that come in all the time. I remember one 395 00:19:01,359 --> 00:19:04,560 Speaker 1: time Grace, our national retail manager, when she was working 396 00:19:04,640 --> 00:19:06,800 Speaker 1: just in our Newcastle store, She's like, I was so 397 00:19:06,920 --> 00:19:08,960 Speaker 1: friendly with the customer that I hugged her on the 398 00:19:09,000 --> 00:19:11,440 Speaker 1: way out today And she's like, why the fuck did 399 00:19:11,440 --> 00:19:14,680 Speaker 1: I do that? But we are here to make friends 400 00:19:14,760 --> 00:19:17,439 Speaker 1: with our customers. They are not just a target for 401 00:19:17,600 --> 00:19:20,040 Speaker 1: us to go after and get a sale out of. 402 00:19:20,560 --> 00:19:23,960 Speaker 1: But it's not just about the bottom line. Prioritizing the 403 00:19:24,000 --> 00:19:29,280 Speaker 1: customer experience also allows us to differentiate ourselves from the competition. 404 00:19:29,760 --> 00:19:33,600 Speaker 1: In a crowded marketplace where everything in retail and fashion 405 00:19:33,640 --> 00:19:38,400 Speaker 1: can feel quite similar, the customer experience becomes a key differentiator. 406 00:19:38,720 --> 00:19:41,160 Speaker 1: It's a way for us to stand out and then 407 00:19:41,280 --> 00:19:43,359 Speaker 1: to attract and retain loyal customers. 408 00:19:43,840 --> 00:19:44,840 Speaker 2: So how do we do it? 409 00:19:44,880 --> 00:19:49,320 Speaker 1: How do we prioritize the customer experience in our stores? Well, 410 00:19:49,480 --> 00:19:53,040 Speaker 1: it starts with investing in our people. I personally believe 411 00:19:53,040 --> 00:19:56,800 Speaker 1: that happy, engaged employees are the cornerstone of a positive 412 00:19:56,840 --> 00:20:00,480 Speaker 1: customer experience. The people that we choose to work within 413 00:20:00,480 --> 00:20:03,199 Speaker 1: our stores plays a huge part in our business, and 414 00:20:03,240 --> 00:20:06,560 Speaker 1: finding people who are passionate about our brand mission and 415 00:20:06,640 --> 00:20:09,280 Speaker 1: about our products is vital when it comes to us 416 00:20:09,359 --> 00:20:11,160 Speaker 1: providing the service we want to. And I know I've 417 00:20:11,200 --> 00:20:13,920 Speaker 1: said this already in my podcast. Having the right people 418 00:20:13,960 --> 00:20:17,400 Speaker 1: working in your business is everything. Don't think that it's 419 00:20:17,520 --> 00:20:19,720 Speaker 1: just this thing where you can just hire someone. Yep, 420 00:20:19,720 --> 00:20:22,600 Speaker 1: they'll get the job done. Again, depends on the business. 421 00:20:22,640 --> 00:20:25,200 Speaker 1: I'm sure if it's like a big supermarket or whatever, 422 00:20:25,280 --> 00:20:27,679 Speaker 1: they're not as particular as we are. But when it 423 00:20:27,720 --> 00:20:30,679 Speaker 1: comes to us, especially for who we are as a brand, 424 00:20:31,000 --> 00:20:33,399 Speaker 1: spending that time to find the right people to work 425 00:20:33,440 --> 00:20:36,720 Speaker 1: for us is absolutely everything. And I will say to 426 00:20:36,760 --> 00:20:40,240 Speaker 1: add to this episode, I have been stung by retail 427 00:20:40,480 --> 00:20:43,399 Speaker 1: employees in the past more times than I would like 428 00:20:43,560 --> 00:20:49,440 Speaker 1: to admit. It's really hard because whilst I'm so passionate 429 00:20:49,480 --> 00:20:51,760 Speaker 1: about everything that we do at Fate and everything that 430 00:20:51,760 --> 00:20:53,919 Speaker 1: we do in our retail stores, and I'll sing to 431 00:20:53,920 --> 00:20:56,879 Speaker 1: the top of my lungs on this podcast and on 432 00:20:56,920 --> 00:20:59,639 Speaker 1: social media about all of this that I'm talking about today, 433 00:20:59,680 --> 00:21:01,600 Speaker 1: like us having no KPIs always. 434 00:21:01,359 --> 00:21:02,120 Speaker 2: Helping the customer. 435 00:21:02,440 --> 00:21:05,600 Speaker 1: I have been fucking burnt to the core by people 436 00:21:05,600 --> 00:21:07,439 Speaker 1: that have worked for me in the past, and then 437 00:21:07,440 --> 00:21:10,280 Speaker 1: I've had people reach out to me going, you say 438 00:21:10,359 --> 00:21:13,159 Speaker 1: that you give great service, and I went into XYZ 439 00:21:13,320 --> 00:21:14,240 Speaker 1: stores today and I didn't. 440 00:21:14,280 --> 00:21:15,480 Speaker 2: I've been absolutely burnt. 441 00:21:15,480 --> 00:21:17,760 Speaker 1: And that's one of the hardest things for me as 442 00:21:17,760 --> 00:21:21,080 Speaker 1: a business owner, is putting that trust into people, me 443 00:21:21,240 --> 00:21:24,879 Speaker 1: preaching what I preach online and then experiencing that absolute 444 00:21:25,040 --> 00:21:28,640 Speaker 1: let down by our teams, and it's just a part 445 00:21:28,680 --> 00:21:32,720 Speaker 1: of business that you cannot avoid. No matter how long 446 00:21:32,760 --> 00:21:35,320 Speaker 1: you spend hiring someone, no matter how long you spend 447 00:21:35,520 --> 00:21:37,600 Speaker 1: training them, people are still going to let you down. 448 00:21:38,119 --> 00:21:40,040 Speaker 1: And I just want to say that because who knows 449 00:21:40,080 --> 00:21:42,000 Speaker 1: there might be someone listening that has gone into our 450 00:21:42,040 --> 00:21:45,120 Speaker 1: store and had not the best experience. And I'm here saying, yeah, 451 00:21:45,160 --> 00:21:48,359 Speaker 1: we're amazing, but it's just reality and part of business. 452 00:21:48,400 --> 00:21:50,520 Speaker 1: And trust me, it fucking hurts me to the core 453 00:21:50,880 --> 00:21:53,840 Speaker 1: when that happens. And it's inevitable, but I just thought 454 00:21:53,840 --> 00:21:56,720 Speaker 1: i'd put that in there. Our customers having a great 455 00:21:56,720 --> 00:22:01,000 Speaker 1: experience begins with us hiring those right people, providing them 456 00:22:01,040 --> 00:22:03,679 Speaker 1: with the training that they need, and fostering a supportive 457 00:22:03,720 --> 00:22:07,600 Speaker 1: and inclusive work environment where everyone feels valued and appreciated. 458 00:22:08,000 --> 00:22:10,800 Speaker 1: Your customers are not going to have a great experience 459 00:22:10,880 --> 00:22:13,560 Speaker 1: if your staff aren't having a great experience. 460 00:22:17,920 --> 00:22:19,080 Speaker 2: So you get it so far. 461 00:22:19,600 --> 00:22:23,359 Speaker 1: We prioritize the happiness of our retail teams. Ensure they 462 00:22:23,359 --> 00:22:27,280 Speaker 1: feel supported by us, we ensure they feel trusted by us, 463 00:22:27,720 --> 00:22:30,040 Speaker 1: and we give them the objective of being there to 464 00:22:30,119 --> 00:22:32,720 Speaker 1: help our customers. This is all well and good and 465 00:22:32,760 --> 00:22:35,639 Speaker 1: amazing but is that enough to make the sale? 466 00:22:36,040 --> 00:22:37,240 Speaker 2: Yes and no. 467 00:22:38,040 --> 00:22:40,320 Speaker 1: What are some other factors that lead us to make 468 00:22:40,320 --> 00:22:44,040 Speaker 1: the sale? There are two things, our store environment and 469 00:22:44,240 --> 00:22:46,520 Speaker 1: most importantly, our product. 470 00:22:47,040 --> 00:22:47,960 Speaker 2: It's one thing. 471 00:22:47,880 --> 00:22:51,040 Speaker 1: To have no KPIs and not pressure your customers into 472 00:22:51,080 --> 00:22:53,800 Speaker 1: the sale. But then if you've got a shitty shop 473 00:22:53,840 --> 00:22:57,280 Speaker 1: that feels off and you have a shit product, it 474 00:22:57,320 --> 00:22:59,600 Speaker 1: doesn't mean that you're automatically going to make the sale. 475 00:22:59,680 --> 00:22:59,960 Speaker 2: I think. 476 00:23:00,080 --> 00:23:03,320 Speaker 1: The other thing that really works in our favor is 477 00:23:03,359 --> 00:23:06,440 Speaker 1: the way that our stores are laid out. When customers 478 00:23:06,480 --> 00:23:09,360 Speaker 1: walk in, it's an experience in itself. 479 00:23:09,000 --> 00:23:10,399 Speaker 2: To see the beautiful store. 480 00:23:10,480 --> 00:23:14,639 Speaker 1: Everything's laid out beautifully visually, it's a great experience. They're 481 00:23:14,680 --> 00:23:19,080 Speaker 1: met with the warm and welcoming service every time, I hope. 482 00:23:19,840 --> 00:23:24,000 Speaker 1: But then what makes the sale then is the product, 483 00:23:24,520 --> 00:23:26,879 Speaker 1: and that is something that we are very passionate about 484 00:23:27,320 --> 00:23:29,880 Speaker 1: and we do very well at FATE. If we didn't 485 00:23:29,920 --> 00:23:32,479 Speaker 1: have a good product, we probably wouldn't obviously sell anywhere 486 00:23:32,520 --> 00:23:34,080 Speaker 1: near as much as we do. 487 00:23:34,200 --> 00:23:35,199 Speaker 2: But that's on me. 488 00:23:35,480 --> 00:23:38,160 Speaker 1: The time and effort that we put into sampling all 489 00:23:38,160 --> 00:23:41,040 Speaker 1: of our pieces and the way everything fits and the quality, 490 00:23:41,400 --> 00:23:45,080 Speaker 1: that's what gets the sale over the line. When customers 491 00:23:45,119 --> 00:23:47,880 Speaker 1: come in and they have that warm smile. They're helped 492 00:23:47,920 --> 00:23:50,280 Speaker 1: if they want to. They're in the change room, they're 493 00:23:50,280 --> 00:23:52,520 Speaker 1: trying things on, they're stepping out. We're giving them help. 494 00:23:52,680 --> 00:23:54,720 Speaker 1: They put the products on, they go, oh my god, 495 00:23:55,280 --> 00:23:58,160 Speaker 1: this is fucking great, Like these genes fit like nothing 496 00:23:58,200 --> 00:24:01,479 Speaker 1: I've ever tried on before. Boom, there's the sale. And 497 00:24:02,040 --> 00:24:05,040 Speaker 1: this is one of my favorite things about our retail stores. 498 00:24:05,280 --> 00:24:07,399 Speaker 1: I know when it comes to online shopping, people are 499 00:24:07,440 --> 00:24:10,119 Speaker 1: always really scared and iffy because they've been burned a 500 00:24:10,119 --> 00:24:13,159 Speaker 1: million times before by ordering online. It's absolute crap that 501 00:24:13,200 --> 00:24:16,600 Speaker 1: falls apart within a wash and aware. But what I 502 00:24:16,640 --> 00:24:19,000 Speaker 1: love about our retail stores and the reason why I 503 00:24:19,040 --> 00:24:21,560 Speaker 1: think they do so well, is how blown away our 504 00:24:21,560 --> 00:24:24,720 Speaker 1: community are when they come in and they get to 505 00:24:24,720 --> 00:24:26,200 Speaker 1: put their hands on everything. 506 00:24:25,880 --> 00:24:27,000 Speaker 2: Even before they've tried it on. 507 00:24:27,760 --> 00:24:32,160 Speaker 1: When I'm at our store openings, I love seeing people's surprise, 508 00:24:32,400 --> 00:24:35,200 Speaker 1: I guess when they come in and they start touching everything, 509 00:24:35,240 --> 00:24:38,040 Speaker 1: and people have said to me, no offense, Brittany, but like, 510 00:24:38,080 --> 00:24:40,560 Speaker 1: I'm blown away by the quality of your pieces, and 511 00:24:40,600 --> 00:24:44,560 Speaker 1: I take that as a massive compliment. It's our amazing 512 00:24:44,600 --> 00:24:47,520 Speaker 1: product that really is the cherry on top to the 513 00:24:47,560 --> 00:24:50,199 Speaker 1: whole experience in our stores. And I think it's the 514 00:24:50,520 --> 00:24:55,160 Speaker 1: consistency of that that has also equated to our continued 515 00:24:55,200 --> 00:24:59,359 Speaker 1: success and our customer loyalty. I feel like a lot 516 00:24:59,400 --> 00:25:01,919 Speaker 1: of our customers can really shop with confidence, just so 517 00:25:01,960 --> 00:25:04,040 Speaker 1: they come in store once and they try everything on, 518 00:25:04,160 --> 00:25:07,439 Speaker 1: like they've worked out their size. They then feel comfortable 519 00:25:07,800 --> 00:25:10,320 Speaker 1: coming back in again, or they feel comfortable going and 520 00:25:10,520 --> 00:25:13,320 Speaker 1: ordering online because we've hit all those nails on the 521 00:25:13,359 --> 00:25:16,040 Speaker 1: head and will continue to do so. 522 00:25:16,040 --> 00:25:18,639 Speaker 2: So being consistent in everything. 523 00:25:18,119 --> 00:25:20,639 Speaker 1: That you do the way that we do is really 524 00:25:20,680 --> 00:25:22,639 Speaker 1: important to that continued success. 525 00:25:23,240 --> 00:25:25,080 Speaker 3: I think, like going back to what you're saying about 526 00:25:25,080 --> 00:25:27,360 Speaker 3: people coming into the store and you see their faces 527 00:25:27,440 --> 00:25:31,679 Speaker 3: kind of light up when they feel the quality. Like 528 00:25:31,800 --> 00:25:35,240 Speaker 3: I just feel like me as a consumer, people are 529 00:25:35,359 --> 00:25:39,800 Speaker 3: so used to ordering something online and getting it and 530 00:25:39,840 --> 00:25:41,520 Speaker 3: the photos have been deceptive. 531 00:25:41,720 --> 00:25:43,240 Speaker 2: The quality is just shit. 532 00:25:43,880 --> 00:25:46,919 Speaker 3: Like a lot of there's some shit stuff that you 533 00:25:47,000 --> 00:25:49,960 Speaker 3: just send back because it's flimsy and it's got threads 534 00:25:50,000 --> 00:25:52,119 Speaker 3: and it you know it's going to fall apart. Yeah, 535 00:25:52,359 --> 00:25:54,880 Speaker 3: that's what the people are used to now, so it 536 00:25:54,960 --> 00:25:55,720 Speaker 3: is a surprise. 537 00:25:56,119 --> 00:25:58,600 Speaker 2: Yeah, and they come in our store and they're like, 538 00:25:58,680 --> 00:26:01,480 Speaker 2: oh my god, this all feels this is beautiful. 539 00:26:01,520 --> 00:26:03,960 Speaker 1: And that's one thing I guess I don't talk about 540 00:26:04,040 --> 00:26:06,840 Speaker 1: enough is we don't cheap out on anything when it 541 00:26:06,840 --> 00:26:09,200 Speaker 1: comes to our products, Like I will always pick the 542 00:26:09,240 --> 00:26:11,520 Speaker 1: most expensive fabric, and I'm always like, for fuck's sake, 543 00:26:11,640 --> 00:26:13,199 Speaker 1: like that's the one that I like, that's the one 544 00:26:13,200 --> 00:26:15,800 Speaker 1: I want to use. But quality is something that I 545 00:26:15,840 --> 00:26:18,879 Speaker 1: will never like. I don't know what the right word is, 546 00:26:18,920 --> 00:26:21,520 Speaker 1: but I will never on or like cut, won't. 547 00:26:21,720 --> 00:26:22,480 Speaker 2: I'll never cut. 548 00:26:22,720 --> 00:26:25,800 Speaker 1: I'll never cut our quality to save money, Like I 549 00:26:25,840 --> 00:26:28,360 Speaker 1: always am paying the most premium price for our fabrics 550 00:26:28,359 --> 00:26:32,280 Speaker 1: and our pieces because I know the value in doing that, 551 00:26:32,359 --> 00:26:35,000 Speaker 1: and I guess same goes for the service that we 552 00:26:35,040 --> 00:26:38,800 Speaker 1: offer in store. Like again, people are scarred from shopping online, 553 00:26:38,800 --> 00:26:41,080 Speaker 1: and people are also probably scarred from shopping in stores, 554 00:26:41,119 --> 00:26:44,240 Speaker 1: Like I've looked into a billion stores in my lifetime, 555 00:26:44,480 --> 00:26:46,440 Speaker 1: done loops and loops and loops and loops around the 556 00:26:46,440 --> 00:26:49,600 Speaker 1: store and not even not even being greeted. I hate 557 00:26:49,640 --> 00:26:51,679 Speaker 1: to say it, but that has happened in our retail 558 00:26:51,680 --> 00:26:55,040 Speaker 1: stores before, and I'm not bloody happy about it. Like 559 00:26:55,040 --> 00:26:56,760 Speaker 1: I don't want to be sitting here on this podcast 560 00:26:56,800 --> 00:26:58,800 Speaker 1: painting a picture that we are perfect because at the 561 00:26:58,840 --> 00:27:00,920 Speaker 1: end of the day, everyone is human. And yeah, we've 562 00:27:00,960 --> 00:27:02,919 Speaker 1: definitely had our fair share of fuck ups in our 563 00:27:02,960 --> 00:27:03,600 Speaker 1: retail stores. 564 00:27:03,600 --> 00:27:06,080 Speaker 2: That's just the reality of it. But the retail stores 565 00:27:06,080 --> 00:27:08,439 Speaker 2: are just something really special. And then I think with 566 00:27:08,560 --> 00:27:09,400 Speaker 2: the quality. 567 00:27:09,440 --> 00:27:12,920 Speaker 3: When you buy something online, you wait and you wait 568 00:27:12,960 --> 00:27:15,040 Speaker 3: and you wait, and you're so excited to get your 569 00:27:15,680 --> 00:27:17,919 Speaker 3: package and you might be going out that weekend and 570 00:27:17,920 --> 00:27:20,040 Speaker 3: you've been banking on wearing what you've bought, and then 571 00:27:20,040 --> 00:27:23,239 Speaker 3: there's nothing worse than the letdown of opening it up 572 00:27:23,280 --> 00:27:27,000 Speaker 3: and you're like, Noah, the post office and return it 573 00:27:27,119 --> 00:27:30,040 Speaker 3: or yeah, and seeing what the photos look like and 574 00:27:30,080 --> 00:27:31,640 Speaker 3: then what you get being accurate. 575 00:27:31,960 --> 00:27:34,520 Speaker 1: I don't know why brands do that, like or like 576 00:27:34,960 --> 00:27:38,360 Speaker 1: people are often also surprised, Like with our sizing at Fate, people. 577 00:27:38,119 --> 00:27:40,879 Speaker 2: Are like, oh, I bought my usual size, but. 578 00:27:40,800 --> 00:27:43,040 Speaker 1: Like it's too big actually, and then I had to 579 00:27:43,080 --> 00:27:45,159 Speaker 1: like size down because another thing that brands do is 580 00:27:45,400 --> 00:27:48,960 Speaker 1: intentionally make things really small because then they're saving money 581 00:27:48,960 --> 00:27:50,280 Speaker 1: on every costs. 582 00:27:50,280 --> 00:27:51,600 Speaker 2: But I'm like, why would you do that? 583 00:27:51,640 --> 00:27:54,320 Speaker 1: Like you're creating so much, so many problems for yourself 584 00:27:54,320 --> 00:27:56,760 Speaker 1: because you're going to increase your return. So we're just 585 00:27:56,760 --> 00:27:59,440 Speaker 1: so passionate about all these things, like our sizing, the quality, 586 00:27:59,480 --> 00:27:59,959 Speaker 1: the service. 587 00:28:00,000 --> 00:28:01,800 Speaker 2: It's like the whole fucking package. 588 00:28:01,880 --> 00:28:04,679 Speaker 1: And as controversial as it is for us to not 589 00:28:04,720 --> 00:28:08,800 Speaker 1: have KPIs in retail, it works. It works for us. 590 00:28:08,880 --> 00:28:11,720 Speaker 1: I'm not saying that it'll work for everyone. Who knows, 591 00:28:11,800 --> 00:28:14,560 Speaker 1: in five years time, I might have KPIs for some reason. 592 00:28:14,600 --> 00:28:17,240 Speaker 1: You can change your mind about things, but so far 593 00:28:17,480 --> 00:28:22,000 Speaker 1: us having no KPIs in store has proven that it works. 594 00:28:22,040 --> 00:28:24,239 Speaker 1: It doesn't mean that we don't measure our success. We 595 00:28:24,320 --> 00:28:26,440 Speaker 1: know what our stores are doing every day in terms 596 00:28:26,480 --> 00:28:26,879 Speaker 1: of sales. 597 00:28:26,920 --> 00:28:27,920 Speaker 2: We know when they're having. 598 00:28:28,000 --> 00:28:31,040 Speaker 1: Acquired a day or acquired a period. But we're not 599 00:28:31,119 --> 00:28:33,480 Speaker 1: gonna then go to the manager of that store and 600 00:28:33,480 --> 00:28:36,280 Speaker 1: be like, oh, why aren't you fucking making this much 601 00:28:36,320 --> 00:28:37,120 Speaker 1: money every day? 602 00:28:37,160 --> 00:28:38,560 Speaker 2: Like I would never do that. 603 00:28:38,880 --> 00:28:40,720 Speaker 1: I would never want to put that kind of pressure 604 00:28:40,840 --> 00:28:43,200 Speaker 1: on our team. Okay I want to say we never will. 605 00:28:43,200 --> 00:28:45,120 Speaker 1: Who knows, we might have KPIs one day, but for 606 00:28:45,160 --> 00:28:48,120 Speaker 1: now it is absolutely working for us, and everything else 607 00:28:48,160 --> 00:28:51,200 Speaker 1: that we do makes up for those missing KPIs, But 608 00:28:51,240 --> 00:28:54,600 Speaker 1: they're not bloody missing we've never needed them. Well, my friends, 609 00:28:54,680 --> 00:28:57,160 Speaker 1: that is another episode of Big Business. 610 00:28:57,240 --> 00:28:58,600 Speaker 2: I've really loved recording this. 611 00:28:58,720 --> 00:29:01,880 Speaker 1: I'm loving being able to share all of this stuff 612 00:29:01,920 --> 00:29:04,280 Speaker 1: with you all. I know I talk on my Instagram 613 00:29:04,320 --> 00:29:07,360 Speaker 1: stories all the time about business, but having this podcast 614 00:29:07,400 --> 00:29:10,400 Speaker 1: platform where I can just talk about this stuff in 615 00:29:10,480 --> 00:29:14,320 Speaker 1: depth is my absolute favorite thing. And thank you so 616 00:29:14,440 --> 00:29:16,600 Speaker 1: much for all the love on Big Business so far. 617 00:29:16,640 --> 00:29:19,560 Speaker 1: I know we're still just getting started, but I'm absolutely loving. 618 00:29:19,840 --> 00:29:21,280 Speaker 2: Every minute of it. 619 00:29:21,560 --> 00:29:25,200 Speaker 1: I'm going to leave you with my business life personal 620 00:29:25,320 --> 00:29:27,680 Speaker 1: tip of the week. My tip of the week is 621 00:29:27,720 --> 00:29:30,760 Speaker 1: for all of you business owners and entrepreneurs out there. 622 00:29:31,000 --> 00:29:35,920 Speaker 1: Success isn't always measured in numbers, and we need to 623 00:29:36,120 --> 00:29:40,280 Speaker 1: remember to stop and celebrate the small things like a 624 00:29:40,320 --> 00:29:41,600 Speaker 1: customer shopping. 625 00:29:41,240 --> 00:29:43,600 Speaker 2: With you and giving you an amazing review. 626 00:29:43,600 --> 00:29:45,800 Speaker 1: It doesn't mean they had to have spend one hundred 627 00:29:45,840 --> 00:29:47,719 Speaker 1: and eighty four dollars and twenty three cents to hit 628 00:29:47,760 --> 00:29:50,560 Speaker 1: the KPI. Maybe they came in and they spent thirty 629 00:29:50,600 --> 00:29:53,640 Speaker 1: dollars and had an amazing time and they gave you. 630 00:29:53,640 --> 00:29:54,360 Speaker 2: A great review. 631 00:29:54,880 --> 00:29:57,600 Speaker 1: Make sure you subscribe to my podcast if you aren't already, 632 00:29:57,600 --> 00:29:59,560 Speaker 1: and if you haven't hit me with a five star review, 633 00:29:59,640 --> 00:30:03,560 Speaker 1: yet would absolutely appreciate it. I have new episodes coming 634 00:30:03,560 --> 00:30:07,640 Speaker 1: out every Monday, and I now have bonus episodes on Wednesday, 635 00:30:07,760 --> 00:30:11,080 Speaker 1: so be sure to check those out. And I'm gonna 636 00:30:11,120 --> 00:30:13,520 Speaker 1: leave you with that, and remember to chase after your 637 00:30:13,600 --> 00:30:19,240 Speaker 1: dreams as if they owe you money.