Retail Surgery
Practical advice on the operational issues facing your retail business today Got a question you’d like answered in the retail surgery? Email us at retailsurgery@emap.com.
Retail Surgery
How do online retailers comply with the rule change concerning cookies?
How must online retailers comply with the change in rules concerning serving website cookies on UK visitors’ computers?
What are the rules for Sunday working during the Olympics?
Can retailers require employees to work on Sundays during the Olympics?
How do I make sure salespeople know as much as consumers?
In today’s digital age, consumers are typically more informed than salespeople. How do we combat this?
Does changing an employees bonus scheme affect their T&Cs?
If a retailer is considering changing employees’ bonus schemes, how should it implement the changes to their terms and conditions?
How can I avoid being accused of copyright infringement?
How can I avoid being accused of copyright infringement when many of our new season clothes are based on high-end designers’ collections?
How can I challenge my IT provider to support my revenue?
How can I challenge my IT provider to support my revenue?
How can retailers keep pace with increasing consumer demands?
How can retailers keep pace with consumer demand for product variety and availability, competitive pricing and flexibile delivery time slots?
Can a disciplinary process proceed for an employee on sickness absence?
Can we continue with a disciplinary process for an employee who is off work sick?
How can we improve supplier relations?
Relations with many of our suppliers have soured. How can we improve this without offering more generous payment terms?
Click-and-collect: What do I need to have in place?
Click-and-collect: What do I need to have in place?
How can I combine a customer database and social media?
We have an existing customer database and we are very active on social media. How do we combine the two for greater effect?
What should I be looking for from our ideal supplier?
I have been asked to run the selection process for a third-party logistics partner for our retail business. What should I be looking for from our ideal supplier?
Is cloud computing a viable alternative data storage system?
Is cloud computing a viable alternative data storage system? How do the cost-cutting advantages and the legal risks balance out?
How can I streamline my branding, store design and merchandising?
How can I make sure my branding, store design and merchandising processes are all brought together in a more streamlined process?
What type of staff training should I provide?
We keep being told that staff training is key, but what type of training should we provide?
Do I need to be PCIDSS compliant as an independent retailer?
I am an independent retailer and have been told by my payment provider I could be fined if I am not PCIDSS compliant. What does this mean, and how do I become compliant?
Sales volumes at the expense of margins - is this the right thing to do?
We have cash flow problems, so should we focus on driving sales volumes at the expense of margins?
What should I consider when integrating merchandise planning?
What are the major stumbling blocks when trying to integrate merchandise planning across a number of channels?
Social media - how can retailers make up for lost time?
Our business has not been focused on social media until fairly recently. How can we make up for lost time?
Manufacturing faults: Are retailers liable?
A product in our stores has been recalled owing to a dangerous manufacturing fault. Are we liable for any injury claims related to the fault or does responsibility belong to the manufacturer?
Do late payments to suppliers put me at legal risk?
Does my continued policy of late payments to suppliers put me at legal risk?
What is the attraction of ‘Britishness’ for brands and retailers?
What is the attraction of ‘Britishness’ for brands and retailers?
Employee theft: What procedures should I follow?
We have suffered significant stock and cash losses and suspect employee theft and want to dismiss those responsible. What should we do?
How do I get managers to support apprenticeship programmes?
We are introducing a programme of nationally recognised qualifications to the workforce. How can I get my middle managers on board and convince them to support their staff?
Are we required to pay the national minimum wage to interns?
We offer expenses-only internships. Are we required to pay the national minimum wage?
Can I reduce risk by introducing a franchise model?
Can we reduce the risk of a large store estate by turning company-owned stores into franchise stores?
What do I need to consider when closing stores?
We need to close some stores but are concerned about the large payments awarded to former Woolworths staff by an employment tribunal. What should we do?
How do I ensure front and back-end operations are seamlessly integrated?
Our reputation depends upon fulfilling our customers’ orders quickly and accurately. How do I ensure our front-end operations are seamlessly integrated with our fulfilment partner?
Does a strong online presence encourage customer loyalty?
To what extent is customer loyalty dependent on a strong multichannel strategy?
How can we protect our business from fake goods and counterfeiters?
We don’t have an anti-counterfeiting strategy but want to protect our business from fake goods and counterfeiters. What should we do?
Are celebrity endorsements value for money?
We are looking to engage a celebrity to endorse our business. What are the key considerations we need to think about to ensure we get value for money?
Is a long-term sick employee entitled to holiday pay?
Is a long-term sick employee entitled to holiday pay?
Contactless payment: What do consumers think?
I’m thinking about introducing contactless payment terminals in my stores. What do consumers really think of it?
What are the considerations of delivery direct from store?
I have considered introducing the dispatch of stock from our stores to customers. What should I be thinking about?
Can click and collect be included in like-for-like sales?
A growing percentage of our web sales are click and collect. Can we include them in our like-for-like sales figures?
What do consumers want from digital e-vouchers?
What do consumers want from digital e-gift cards and e-vouchers, and as a retailer how can we ensure we are meeting those needs?
With no marketing budget in place and major events in 2012, how can I stand out?
I don’t have the budget for above the line campaigns, but with the Olympics and the Diamond Jubilee this year, what can I do to stand out?
How can I support my staff who are under financial pressure?
I recognise my staff are under financial pressure with rising household bills, but how can I support them without being able to offer inflation-busting pay rises?
How can I stop employees misusing social media?
What steps should retailers take to tackle the misuse of social media by their employees?
'Considered consumption' - What is it?
What is ‘considered consumption’, and how can retailers capitalise on it?
How can international returns be made easier?
How do I make the international returns process easier to manage?
Consumer Rights Directive: what are the effects?
How will the new Consumer Rights Directive affect retailers?
What should I consider when questioning store closures?
Are we better to close stores that are trading OK as the leases are up for renewal, or close poorly trading stores with years left on the lease?
Is valid insurance protection against a claim?
My company has valid insurance in place, which I reviewed last year. Is that enough to ensure I’m covered in the event of a claim against the company?
How do I establish my brand presence for online orders?
When fulfilling online orders, what can I do to establish my brand presence on the consumer’s doorstep?
Our online images are being used without permission. How can we stop this?
Some of our online images and logos have been lifted directly from the site and are being used by an independent retailer without our permission. How can we stop this from happening?
How can I ensure my online customers remain loyal?
How can I ensure my online customers remain loyal in the face of growing competition in internet retailing?
Online payment technology: What's best for my business?
How do I decide what online payment technology is right for my business?
Can I make more money by cutting margins and increasing market share?
We are a specialist retailer that is in a growing market. Will we make more money by cutting our margins to grab market share?
Can retailers be liable for rent on leases sold some years ago?
Can a retailer be liable for rent on a lease they sold in 1993 – the current tenant is in administration?
