A short video by Kenny Chapman (the ‘blue collar coach’) reflecting on how Walmart’s abundance of product choices highlights customers’ desire for options. Chapman advises service technicians to present better, value-based option sheets to customers, train teams to offer choices, and notes that providing options can improve sales results and customer service. The piece is informal, anecdotal, and prescriptive.
Hi, I'm Kenny Chapman, the blue collar coach, coming to you live with this week's video version of Freedom Friday Focus. Now, this week has been kind of a chaos week. It's been a move week for the lovely Christy and I. We finally accomplished a goal that we had of building and designing and building a brand new home. And we moved in this week. So you're looking at our new backyard here behind me as we've got a little bit of space. And it's been a crazy unpacking and trying to get everything going this week. But I wanted to share something that happened to me this week because our technicians always fight the challenge of creating options and creating an effective option sheet and delivering a value based, client driven conversation dealing with the choices that they have. We always have this challenge, so we're always looking at ways to overcome this. Now, I broke one of my normal golden rules and against my better judgment this week, because of all the moving things, I found myself inside of a Walmart. And as I crossed the threshold of this largest retailer in the world, all of a sudden all I could see was options, options, options. I went from eyeglasses to candy to outdoor patio furniture in the first 30ft in the store. And I'm going, what's going on? As we continue through the store, there's just options everywhere, everywhere, everywhere. Why do we resist it? I'm not saying we want to be like Walmart, but we certainly want to learn what we can everywhere that we turn. Now, if their customers have said we want options now, they might be buying lower priced options than what we're advocating, but they still want options. Your technicians shop at companies like Walmart. Our customers shop at companies like Walmart. And with all the studies that the largest retailer in the world does, do you not think that they've realized options are important? Execute this with your team. Train your team. Help them understand they make buying decisions every single day based on options, not just price. Our customers are the same. Deliver a better option sheet, your results go up, including your customer service. I'm Kenny Chapman, the blue collar coach. Until we talk again, have a better than fantastic week and I'll see you next time.
