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For many franchise businesses, Christmas will be the busiest time of the year and the best opportunity to achieve challenging end-of-year sales targets. However, during this period, customers will typically become more demanding. If you want to deliver exceptional customer service and escape the period with your reputation glowing, you must plan with meticulous detail starting right now.
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Update your financial forecasts
Review historical data to forecast likely demand, and speak to your franchisor about which products are expected to be in greatest demand so you can order inventory accordingly. Running out of popular stock at this time of year can be devastating for customers and, by extension, your business's reputation, so be sure to consider market forces and plans for special offers so you don't fall short.
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Optimize your workforce
Check whether all of your employees will be available for the shifts that you have in mind for them. Some employees may need time off for religious or family commitments, and while you must try to accommodate these requests, it may require adjusting schedules, paying overtime or hiring temporary workers to fill the gaps. This is why planning shifts early is essential.
You are likely to be competing for staff with other local businesses, so consider your offering carefully and advertise your positions early to increase the likelihood of securing the strongest candidates. You will need to be transparent about working hours, conditions, contract duration and salary to attract top talent and make sure they stick around for the duration of the holiday period.
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Customer service is your top priority
As we get closer to the big day, it is likely that customers will become more impatient and more demanding. It is helpful to reiterate to your employees the importance of always delivering exemplary customer service, even in the face of adversity.
Try to create a pleasant atmosphere in your working environment. Play music and remind your employees to greet customers with a smile. Offer help and maintain a visible presence. It is important not to let lines build up; over-staffing can be helpful if cash flow forecasts suggest it is economically viable so multiple checkouts can operate simultaneously.
If any customers do express dissatisfaction with any element of their shopping experience, work with them to resolve it. By doing so, you can not only allay their concerns but also secure a long-term, loyal brand ambassador in the process.
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Be prepared
Christmas is a challenging time for every business, but by planning ahead, preparing your inventory and maintaining morale among your workforce, you can make the next six weeks instrumental to your business's success. Make sure to thank and reward your staff for their efforts, and enjoy your break when you do shut for Christmas so you return refreshed and ready to go in January.
