You never get a second chance to make a first impression and this is as true for businesses as it is for individuals. Once you’ve invested in the design and creation of retail displays, it’s important to maintain them so they continue to drive footfall and increase sales. However, managing and maintaining complex retail displays, often in multiple stores and locations around the world can understandably appear challenging. Take a look at our maintenance checklist to make sure you’re ticking all the necessary boxes.
- A maintenance plan – This is something that you will need upfront even before the installation takes place. Make sure it is budgeted within the total cost of ownership of your display investment. It should include the following points on the checklist.
- The product – If you are using a demonstration product, it needs to be in full working order at all times to provide a quality experience and effectively showcase its key features and benefits. Consumers enjoy having an immersive in-store experience; they want to interact with your product, not just look at it.
- Updates – If your brand sells electrical appliances then it’s important to show the latest updates. Often, this involves a store visit but there are ways to do this remotely, saving your time and resources.
- Display enhancements – Lighting is a great way to draw customer focus to certain products, however, lights can change colour and dim over time. Bright light creates a warm, welcoming environment. Keeping on top of your other display enhancements is just as important – branding, fixtures and information points all need to be maintained to remain aesthetically pleasing.
- Helpdesk process – Things can sometimes go wrong and it is important to have plans in place for when this happens; defining a clear process for faults to be flagged and recorded is crucial to make sure that issues can be addressed and resolved quickly. At 100%, for example, we use online platforms for tickets to be raised by store staff and/or your field sales reps to allow transparent progress tracking through to resolution.
- SLAs – Make sure that you create a standardised agreement that outlines expectations between you and your provider. This should include; the time it takes to acknowledge receipt of a ticket; the time it takes your provider to identify what needs to be done to resolve the issue and, for instances when a store visit is required, the timeframe in which your providers should have attended and fixed the issue.
- Security and theft measures – What happens in the event of a theft or damage to a display or product? Your maintenance provider should be proactive to ensure they have spare products and items in stock so damaged or stolen items can be replaced quickly. If you sell consumer electronics, you could also look into the possibility of EMEI number tracking so any stolen items can be remotely disabled.
- Spare parts inventory – In order to keep costs down it is useful to work with your display producer to agree on inventory levels before they begin manufacturing your display. Make sure that spares are available from the point of installation and throughout the lifespan of your display. This helps your display to consistently look it’s best while avoiding any extra costs.
- Data & Insight – Reporting technology generates valuable insight to support the effective management of your display estate. Data can be harvested on the performance of the displays in-store as well as the service providers KPI’s to provide insight and trends that drive continuous improvement.
- The right provider – You need a provider that can work closely with you to achieve all of your requirements. They should be totally transparent from the start and maintain regular communication to help streamline processes and keep full visibility throughout the programme. Ensure that you have comprehensive reporting systems in place to monitor all performance aspects of the maintenance service.
Download our e-guide, ‘The impact of maintenance on the customer experience’ for more handy tips and insights to keep your retail displays looking their best.