Independents

Squirrel Spotting: So, Foot Traffic is Down in Your Store …

IndependentsJul 25, 2017

Squirrel Spotting: So, Foot Traffic is Down in Your Store …

Proactively driving more people through the doors is essential to improving conversion rates, Peter Smith says. Here’s how to do it.

2016-Peter_Smith.jpg
Peter Smith has more than 30 years of experience building wholesale and retail sales teams. He currently is president of Vibhor Gems.

If you are a retailer who uses a door counter, you have likely witnessed a decline in foot traffic in recent months and years. If you do not have a door counter (please get one), you likely have sensed (never as good as actual data) that your traffic count has been in decline for some time.

I have long argued that the easiest way to grow your business is to convert more traffic into sales. If you currently convert one in three, you are walking seven of 10 people. Shifting just one of those seven into the sales column is a 33 percent increase in business.

If you have a two of 10 conversion rate at present and you shift one into the sale column, you will have grown your business by 50 percent.

While there are many factors involved in improving conversion rates--better hiring practices, more effective training, better measurement of current and developing metrics (there’s that door counter again), and clearer communication regarding expectations and progress--the following points address the need to cultivate a culture of proactively driving more people into your stores as an essential strategic initiative.

I will add as a proviso that if you are running a bad marketing program, spending more money on it will not give it the clarity or resonance that it might be lacking. Likewise, if you are not doing an effective job converting the traffic you do have, you are probably going to continue to struggle to convert even if you are successful in creating more foot traffic.

Structured outreach could well be a game-changer in your business. It is borderline criminal to have engaged in relationships with customers over the years only to let those customers stagnate.


Peter Smith is the author of two books on sales, “Hiring Squirrels” and his latest, “Sell Something.”If you think that brick-and-mortar retailers are doing an acceptable job in this area, ask yourself: When was the last time you got a thank-you note or a personal invitation to an event or occasion of value from a retail store? I’m talking about something beyond a generic email, postcard, flyer, or even a catalog.

Note that there is no magic number for what constitutes an active customer list. Some might suggest that two to three years is the extent to how far they might go back. My own view on that is that there ought to be

different levels: perhaps zero to six months, six to 12 months, one to two years and a two-plus-year list.

Having multiple lists (and I’m not sure why you would not do so) requires an active management, as the goalposts continually move and as customers respond, positively, negatively or not at all.

Here are my thoughts on some of the questions you may want to discuss with your team if you don’t already have an active and well-managed customer outreach program.

1. Are you strategically working your customer list? 
a. How old is the list?
b. At what purchase level are you engaging your past customers?
c. How is the list apportioned across the sales team?
     --Do salespeople handle their own customers?
     --Where do unassigned customers go?

2. Who manages/updates the customer lists?
a. Someone must own the job of cleaning the list. How often will they do this?
b. Are there different lists, such as current customers (last 12 months), mid-level (12 to 24 months), and older (24 months and above)?

3. Does your team have a daily goal of outgoing calls and/or emails?
a. How do you ensure the calls/emails are happening?

4. Is there a schedule to prepare for the week’s calls and to review results?
a. Is the manager sitting with the employees and discussing the plan?
b. Why are certain customers being targeted that week (special occasions)?
c. Are team members accountable for results?

5. What resources are made available to the salespeople to coach the calls/emails?
a. Is the manager providing good counsel and examples/role play?
b. Are you providing the time and space to get it done in an organized way?

6. What are the consequences for a salesperson who is non-responsive?
a. Is this a requirement of the job or not?
b. What happens to salespeople who don’t take it seriously?

7. Is that outreach interesting enough to entice a customer to visit?
a. Following up on a repair job
b. A reminder about getting prongs checked/cleaning
c. A reminder of an important occasion
d. An introduction to a special event
e. An introduction to a special sale
f. An introduction to a new brand or product launch
g. An invitation to a non-selling event in store (music, book signing, etc.)

8. What is the plan when a customer is non-responsive?
a. Do they get put on a different schedule? Mailings only? Removed?

9. Are successes shared with the team?
a. Success breeds success and it ought to be celebrated.

It is possible that the declining traffic in stores will reverse itself, but I wouldn’t bet on it. Strategically working your lists will improve your foot traffic, deliver a prequalified customer and improve sales conversion. It will also let your customers know that you value their past business and wish to continue to serve them ongoing.

The old adage that we don’t get to complain about our elected officials if we didn’t bother to vote works for customer outreach too. You can’t complain about declining traffic if you are passively waiting for people to walk through your door.

Peter Smith is president of Vibhor, a public speaker and author of “Sell Something” and “Hiring Squirrels.” He spent 30 years building sales teams in retail and wholesale and he can be contacted at dublinsmith@yahoo.com, peter@vibhorgems.com, or on LinkedIn, Facebook or Twitter.
Peter Smithis an industry consultant, speaker, and sales trainer, and author of 3 books on sales. Reach him at TheRetailSmiths@gmail.com.

The Latest

Set of four Patek Philippe “Star Caliber 2000” pocket watches
AuctionsSep 17, 2025
Mythical Set of Patek Philippe Pocket Watches Expected to Sell for $10M+

A set of four Patek Philippe “Star Caliber 2000” pocket watches is part of Sotheby’s upcoming auction in Abu Dhabi.

Journey of a Jeweler by Silvia Furmanovich
TrendsSep 17, 2025
Silvia Furmanovich’s Book Tells the ‘Journey of a Jeweler’

The Brazilian jeweler’s latest book marks her namesake brand’s 25th anniversary and tells the tale of her worldwide collaborations.

1978 Rolex Submariner Ref. 1680 Tiffany Dial
WatchesSep 17, 2025
Bob’s Watches Acquires Vintage Rolex Won on ‘The Price is Right’

The Submariner Ref. 1680 with a Tiffany & Co. dial came from the original owner, who won it as a prize on the game show in the 1970s.

reDollar-fine-jewelry-department.jpg
Brought to you by
reDollar.com Is Rolling Out the Next Level Jewelry, Diamond & Watch Consignment Program

With their unmatched services and low fees, reDollar.com is challenging some big names in the online consignment world.

Jewelers Mutual Group logo
TechnologySep 17, 2025
Jewelers Mutual Launches Shipping Solution App for Shopify

The new integration allows users to manage shipments directly from the Shopify dashboard.

Weekly QuizSep 12, 2025
This Week’s Quiz
Test your jewelry news knowledge by answering these questions.
Take the Quiz
Shot of one of the pools at the Omni La Costa Resort & Spa in Carlsbad, California
EditorsSep 16, 2025
Out & About: 7 Great Quotes From Converge in Carlsbad

At Converge 2025, Editor-in-Chief Michelle Graff attended sessions on DEI, tariffs, security, and more. Here are her top takeaways.

Crime police cars
CrimeSep 16, 2025
2 Robbery Suspects Killed in California Pawn Shop Shootout

Six people were shot last week at an Oakland cash-for-gold shop as employees exchanged gunfire with individuals trying to rob the store.

japac-btyb.png
Brought to you by
Rallying Call for the Jewelry Industry on Tariffs and Other Key Issues

Jewelers of America is leading the charge to protect the industry amidst rising economic threats.

Chopard Ice Cube Modular Necklace
CollectionsSep 16, 2025
Chopard Adds New Designs to Its ‘Ice Cube’ Capsule Collection

The jeweler has expanded its high jewelry offering, which launched last year, with new pieces featuring its cube motif that debuted in 1999.

Natural Diamond Council Retailer Accreditation Program seal
SourcingSep 16, 2025
Natural Diamond Council Launches Retailer Accreditation Program

Ben Bridge Jeweler and Lux Bond & Green were a part of the pilot program. 

Kristen Bell, Angela Bassett, Lisa Manobal
EditorsSep 15, 2025
Skipping the Necklace, Embracing Snakes: The Best Jewelry From the 2025 Emmy Awards

Associate Editor Natalie Francisco shares eight of her favorite jewelry looks from the 77th annual Primetime Emmy Awards, held Sunday night.

Holiday presents in gift boxes
SurveysSep 15, 2025
Resilient Shoppers to Boost Holiday Retail Sales, Says Deloitte

It’s predicting a rise in retail sales this holiday season despite economic uncertainty and elevated inflation.

Buffalo Emerald
SourcingSep 15, 2025
Gemfields Achieves $32M at High-Quality Emerald Auction

It included the sale of the 11,685-carat “Imboo” emerald that was recently discovered at Kagem.

8.33-carat emerald-cut no-oil Brazilian emerald, A. Kleiman & Co.
SourcingSep 15, 2025
AGTA Elects 8 Members to Board of Directors

The newly elected directors will officially take office in February 2026 and will be introduced at the organization’s membership meeting.

Rough montana sapphire
EditorsSep 12, 2025
Out & About: Mining Sapphires in Rock Creek, Montana

Associate Editor Lauren McLemore headed out West for a visit to Potentate Mining’s operation hosted by gemstone wholesaler Parlé Gems.

Arunashi Fordite and Rhodolite Earrings
TrendsSep 12, 2025
Piece of the Week: Arunashi’s Fordite and Rhodolite Earrings

Fordite is a man-made material created from the layers of dried enamel paint that dripped onto the floors of automotive factories.

Susan Jacques and Al Gilbertson
Events & AwardsSep 12, 2025
Al Gilbertson Wins 2025 Robert M. Shipley Award

Gilbertson has worked as a researcher, jeweler, lapidary artist, appraiser, and business owner throughout his decades in the industry.

Supreme Court stock image
Policies & IssuesSep 11, 2025
Supreme Court to Hear Tariffs Case in November

A decision likely won’t come until January 2026 at the earliest, and the tariffs remain in effect until then.

Tabayer’s Nordstrom Shop-in-Shop
MajorsSep 11, 2025
Tabayer Opens Nordstrom Shop-In-Shop

Located in the revamped jewelry hall at the retailer’s New York City flagship, this opening is Tabayer’s first shop-in-shop.

De Beers education app on mobile phone
SourcingSep 11, 2025
Need to Sell More Natural Diamonds? De Beers Has an App for That

The new, free app offers accessible educational content, like games and podcasts, for U.S. retailers.

Gold jewelry on a scale
MajorsSep 10, 2025
Stuller to Swap Gold Scrap for Full Credit to Account

As the gold price rises, the manufacturer is offering a 100 percent payout through Sept. 30 for gold clean scrap.

Jacob and Co Loewe headphones
SourcingSep 10, 2025
Tech Meets Style in the New Loewe x Jacob & Co. Headphones

Jacob & Co. partnered with the German technology company on two pairs of headphones, one set with diamonds and the other with sapphires.

Tiffany & Co Favrile Beetle Necklace in Frankenstein
TrendsSep 10, 2025
Tiffany & Co. Archival Jewels Bring Life to ‘Frankenstein’

Guillermo del Toro’s 2025 “Frankenstein” will feature 27 jewels and objects from the storied brand, including pieces from its archives.

24 Karat Club banquet
MajorsSep 10, 2025
24 Karat Club of New York’s Banquet to Return to Waldorf Astoria

The Waldorf Astoria New York’s grand reopening this past summer means a homecoming for the industry group’s annual event.

Anglo American’s Quellaveco copper mine in Peru
SourcingSep 09, 2025
Anglo American to Merge With Canadian Copper Miner

Anglo plans to merge with Teck Resources Ltd. to form Anglo Teck. The deal changes nothing about its plans to offload De Beers.

The Mellon Blue diamond
AuctionsSep 09, 2025
‘The Mellon Blue’ to Return to Auction, This Time at Christie’s

The 9.51-carat fancy vivid blue diamond, which set two world auction records at Sotheby’s in 2014, is estimated to fetch up to $30 million.

Dianne Batista Phillips Auctions
AuctionsSep 09, 2025
Phillips Names Dianne Batista Head of Jewels, New York

The industry veteran joins the auction house as it looks to solidify its footprint in the jewelry market.

×

This site uses cookies to give you the best online experience. By continuing to use & browse this site, we assume you agree to our Privacy Policy