talking trade
Give them a watch to tell you the time
Retail Problem Solvers managing director, Samantha Swain, explains the importance of consultants to the housewares industry
blessing? In reality the answer to this question depends upon several factors but regardless of this, I’m sure that some of you will hold on to the opinion that consultants make a ton of cash from telling you what you already know. Let’s consider a scenario - you’re crazy busy
C
and have a problem to solve. If you took some time, formed a project team, pulled together a project plan, decided on sub groups and diarised several diary sessions, you could probably solve the problem. Let’s face it, in any business you will have a number of professionals who have worked in the industry for some time, probably worked their way up through the ranks, worked with various systems, worked for various businesses, seen things done in a multitude of ways and know their current employer inside out. If they don’t know the answer, who does? The critical point here is time and resource. You can have all of the knowledge and experience in the world but if a variety of projects, a stack of administration or a lack of resource means that some things just keep slipping down the priority list, the problem just won’t get solved. It needs headspace. It needs dedicated time and needs support. Is it not a relief in this scenario to hand it to a consultant? Even a consultant with less experience than yourself? They have the magic
onsultants. A waste of time or an absolute
solution – dedicated time and resource to motor through and solve the problem. Alternatively, let’s consider this. You run a business and know your stuff. You’re established and know your market. But then that most challenging of things hits you between the eyes – a need to change, to do things differently. Maybe the market’s changed, perhaps you’re venturing into unchartered waters, or you’re taking a winning formula and pitching it to an entirely new (to you) market. Suddenly you’re not feeling quite so content
in your happy comfort zone. Change? New? Eek! You know it’s the right thing to do and you want to do it. Making it happen is a different thing entirely. Where do you start? Then you stumble across a consultant. They have done it before. They know the market, they understand the requirements, they’ve lived and breathed it in an alternative life. How lovely to have your hand held as you proceed gingerly in to the unknown. Surely that’s invaluable support? Unfortunately, scenario three might look all
too familiar. There’s a problem to be solved. You suspect you know the answer (call it gut or call it many, many year’s experience). A little dedicated time, the support of a few trusted people, maybe a brainstorm and you’ll reassure yourself that your suspected answer is the right one (Or not. Perhaps others know better within your organisation and between you you’ve agreed on an alternative solution that you’re now totally bought in to). You start to clear time in the diary and get the wheels in motion. But then! A shout from above. Your boss decides that you need to call in the consultants, the experts. The impartial guys, the ones with the experience and knowledge. Because how can
you assume that your experience and that of your colleagues will ultimately point you in the right direction?! The consultants will know best. Your mood plummets, you feel inadequate, your toes have been trodden on and you’re about to give a consultant a watch to tell you the time. Perhaps this is where the bad reputation comes from? Whether it’s a reluctance to use a consultant because you already have the knowledge, or whether it’s a reluctance because the business really can’t afford the luxury of bouncing some ideas around at a cost, this experience may have put you off for life! So, what’s the answer? A waste of time or a
total blessing? I guess the answer is that if you are lacking in any one of the four essentials – time, resource, experience and knowledge, then the assistance, support and guidance that a consultant can provide is worth bringing in. If, however, you’re reluctantly using a consultant against your better judgement and you know that you already have the time, resource, experience and knowledge to address the matter in hand, then it’s a waste of time – yours and theirs. I admit that I’ve always been a reluctant user of consultants. Maybe I’ve experienced scenario three one time too many. Maybe I don’t like to admit that I don’t have the answer. So, what on earth made me set up a consultancy? A realisation that whilst we’re all experts in our field, we don’t know everything about every market and we don’t always have the time to stop and find out.
Samantha Swain spent over 25 years working in Buying & Merchandising for a number of retailers including Debenhams, Habitat, Matalan, Shop Direct and Lakeland, leaving Lakeland in 2019 after two and a half years as buying and merchandising director.
uwww.retailproblemsolvers.co.uk 24 |
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July/August 2020
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