The latest Victorian Covid related lockdown has shown, again, the important role small business retail front line team members play in our communities … especially the retail businesses that are open through lockdowns.
For people living alone or caring for someone at home, the interaction at the counter is important. Over recent weeks there have been several examples we have witnessed of this, where shoppers talk for a bit longer, soaking up the interaction. Local retail shops are hubs for this warmth.
Good retail team members spot the need and provide interaction that is encouraging and helps the customers feel better than when they arrived.
What’s been happening in in Victoria over recent days is a reminder of the importance of local small business retail in communities, the role they (we) play, the support provided.
We are writing about local small business retail as it is in that setting that shoppers are more likely to have a personal and nurturing experience. The local small businesses we serve are less focussed on KPIs, interactions are more authentic than the corporate national retailer dictate of the five rules of every customer contact or whatever corporate rules the staff are told they must follow.
The warmth and genuineness of the interaction in a local high street shop setting is helping plenty of Victorians through this latest lockdown. Local small business retail channels can be proud of the role they play on the front line, the role they play in the mental health of so many who visit these local shops.
If only politicians would take a moment to see first-hand the role local small business retail plays in the community in situations like this. There are retailers in our channel who do more good in a week of customer interactions than a year of words press releases, announcements and doorstops from any politician, especially federal politicians who love a big announcement but fail at the action.
Kudos to all retailers in Victoria who have been open through the latest lockdown and who have provided extra care at the counter to customers keen for personal contact and support.