Today, few areas of running a retail business are more important than effective communication. When team members communicate with each other clearly and efficiently, the business runs like a well-oiled machine. Problems are solved promptly, and customers leave smiling. We know many smaller independent retailers commonly use mobile phones, but they are rarely the best choice for retail business communication.
In this blog post, we'll look at five reasons why mobile phones don't cut it on the shop floor: customer experience, efficiency, confidentiality, safety and professionalism. You'll find out why it's time to put the mobile down and opt for a communications solution that boosts your retail store's performance.
First impressions matter, especially in retail. And a customer's first interaction with your store can significantly influence their overall shopping experience.
The sight of team members glued to their mobile phones can create a negative impression, suggesting a lack of focus and disengagement. It can also make customers feel like they're not important or valued, which could lead to customers choosing to shop elsewhere or, at the very least, having a poor shopping experience.
Even if team members are using their phones for work-related tasks, customers could still perceive it as unprofessional. After all, they can't tell whether it's an important request to a colleague in the stock room, or just watching that viral social media video - again!
Reliance on mobile phones for internal comms can create unnecessary delays and inefficiencies. Regardless of the message's size and importance, the whole process takes time.
Picture the scene: (you probably know it only too well!) There's a time-sensitive situation at the tills; maybe an irate customer or a security issue. The team member retrieves and unlocks their mobile device, types out a message calling for help and waits for a reply. A bit too slow, isn't it? Even using it to call someone takes time, and that's assuming they pick up. What if there's no signal in the space where they are? This way of working inevitably leads to longer customer queue times and a general sense of disorder.
In contrast, a dedicated business communication solution like VoCoVo Link, specifically designed for retail, provides instant, whole-team communication. With just the push of a button, team members can quickly reach their colleagues, facilitating faster information exchange without worrying about mobile signal. This boosts productivity and enhances customer service by allowing staff to respond to requests and resolve issues promptly.
8
Mobile phones today are generally large, with bigger screens and bulkier designs compared to a few years ago. This makes them heavier to hold and increases the risk of team members accidentally dropping or damaging them. What's more, it's unlikely anyone will carry their phone around with them at all times (especially when they barely squeeze into small pockets), and phones left unattended can easily be lost or stolen.
When employers provide phones, the risk of theft or damage may be covered by insurance. However, frequent claims can lead to increased premiums, adding further business costs. On the other hand, when team members are required to use their personal phones, and these get lost or damaged, it’s only fair for the employer to compensate them for repairs or replacements. So either way, there is a significant financial risk for the business when using mobile phones.
Using a mobile phone requires team members to hold and manipulate the device physically, distracting them from their primary tasks and potentially hindering their ability to provide efficient customer service. And if team members have to answer the phone or send a text to respond to a customer's question, they could be delayed or interrupted in the process.
What’s more, team members using mobile phones while performing other activities can lead to unnecessary accidents and injuries, both to themselves and to customers. For instance, team members who are not paying attention to what is happening around them are more likely to trip, bump into other objects, or drop items. This could also damage stock, leading to financial losses.
On the other hand, VoCoVo Link headsets are lightweight and wearable, so team members can safely continue their normal daily activities whilst also communicating with colleagues.
We talked earlier about customer perceptions, but it's a fact that mobile phones can be a big distraction for all of us, especially when your team is using employee-owned devices or BYO (Bring Your Own). The regular notification pop-ups and urge to check social media or respond to messages can divert team members' attention away from work tasks and dealing with customers. Which will ultimately result in reduced productivity and job performance issues, as well as a decline in the quality of customer service. A recent study by OfficeTeam found that employees spend an average of 56 minutes a day using their cell phones for non-work activities, and 34% of workers admit to wasting an hour each day on their phones.
Mobile phones can also be a real security headache for retail businesses. When team members use their personal devices for work, the chances of data breaches and unauthorised access to sensitive information increase. This can lead to financial losses, damage to your reputation, and even legal trouble.
To avoid these risks, it’s important to have policies that limit using personal phones for work. By investing in dedicated business communication tools like VoCoVo Link, you can give your teams what they need to communicate effectively while cutting down on distractions and security concerns.
It's undoubtedly clear that mobile phones just don't cut it when providing the necessary tools for excellent retail communication. Their professionalism, efficiency, security, and focus limitations make them an unsuitable choice for retailers that put customer satisfaction and operational excellence above all else.
A dedicated business communication system such as VoCoVo Link helps ensure your team members can communicate effectively with each other, provide better customer service and create a safer and more efficient working environment. VoCoVo Link replaces communication in the workplace that would otherwise be left to mobile phones, providing instant communication, improved efficiency, increased security, and a more professional image.
Ready to improve your retail communication? Contact us today to find out how VoCoVo Link can help your store improve communication between teams, improve service, and increase revenues.