ENGO45DKMASTERbak.docx
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ENGO45DKMASTERbak.docx
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no.45,vol.12,July2013
Focusingonsalesandservice
Kjetil'sviewfromnorway:
Wecanseeadifference
JYsKcustomerpromises
roll-outrunningfullspeedahead
norway's25thanniversary
it'stimetocelebrate!
visiblescandinavianroots
Theproofisinourproducts
abehind-the-sceneslookatgoJYsK
seehowanemployeemagazineismade
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GOJYSKisastaffmagazineforJYSK
employeesinDenmark,Sweden,Norway,Finland,Poland,Holland,theCzechRepublic,Hungary,Slovakia,GreatBritainandChina.GOJYSKispublishedquarterly,usuallyin
themonthsofMarch,June,SeptemberandDecember.
GOJYSKisprintedonreprintmattcoatedpaperconsistingof50%recycledfibreand50%FSC-certifiedfibre.ThepaperisFSC-certified.Contents:
130g.Cover:
170g.PalatinoandMyriadprofonts.
Coverphoto
KjetilSandanger
Larsen,traineein
Hillevåg,Norway.
Circulation
Approximately8,800
copies
GOJYSK
Sødalsparken18
DK-8220Brabrand,
Denmark
Tel:
+4589397500
Fax:
+4589397501
GOJYSK@
JonasSchrøder
ManagingEditor
LeaSleimann
EditorialAssistant
LauraRoesgaard
Communication
Coordinator
JanniSøgaardDahl
Communication
JacobH.Hansen
Graphicdesignandlayout
MajaKlonowska
DTP
PiotrSkuza
DTP
MarcinDawicki
DTP
MarekSzczepański
DTP
2
Page3-----------------------
Contents
6
4Sinceourlastissue
6Salesandcustomersarecentral
8FullspeedaheadwithJYSKcustomerpromises
10Privatebrandscreateclarity
11Nowyoucan'like'JYSKonFacebook
12JYSKcelebrates25yearsinNorway
14New,user-friendlye-learning
16Scandinavianrootsgainground
JYSKinspectsfurnitureinChina18
Seenandheard19
Makingadifference20
XXXXX22
XXXXX23
XXXXX24
Congratulations!
25
BehindthescenesofGOJYSK26
‘
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Sinceourlastissue
ByJanniSøgaardDahl,Communicationsjsd@
ThelovelystoreinSuzhou,Chinahas
atotalareaof500squaremetres.
cityJYsK
opensinchina
AspartofJYSK'snewstrategyinChina,thefirstCityJYSKstore
wasrecentlyopenedinthecityofSuzhou.Thestorehasmade
Scandinavianstyleaprominentfeatureandfocusesonmarketing
JYSKas'ExpertsinSleepingCulture'.Salesineverythingforagood
night'ssleephavebeenpositivesincethegrandopening.
Amongthoseinattendanceatthemeetingweretwoofthe
countries'storemanagers,DistrictManagers,CountryManager
AlexandruBratu,RetailDirectorMikaelNielsen,andseveral
servicelevelemployees.
Firstmeetingforstore
managers
InthecityofSnagov,located40kilometresnorthofRomania'scapital
cityofBucharest,thefirsteverstoremanagermeetingwasheld
forthenewJYSKNordiccountries,RomaniaandBulgaria.Atthe
meeting,RetailDirectorMikaelNielsentalkedaboutJYSK'shistory
andJYSKNordic'sambitionsforRomaniaandBulgaria.
children'sdayinHelsinki
PlentyofchildrenwereonhandonopeningdayofJYSK'ssecondstoreinHelsinki,Finland,andthey
weretreatedtotopentertainment.TheFinnishcartooncharactersLittleMyandTheMoominsmade
anappearance,andtherewereplentyofgamesandlaughterforeveryone.
LittleMygavethechildrenatip:
"Alittletrickadaykeepsyourspiritshigh."
4
Page5-----------------------
Sinceourlastissue
chinesewebshop
ThisspringbroughtabouttheopeningofyetanotherJYSKNordic
webshop.ThistimeitwasChina'sturn,whereonlinesaleswerelaunched
inpartnershipwiththecountry'smostsuccessfulonlinesalesplatform,
TMALL.Hereaselectionofsome100JYSKproductsaresold,including
duvets,pillowsandbedding.YoucanvisittheChinesewebshopatjysk.
.
ScandinavianstylefeaturesprominentlyonJYSK'sChinesewebshop.
swedishtrade
showspirit
OurSwedishcolleaguessurvivedsomehecticdays
attheÄlvsjömässantradefairinSweden,which
washeldinmid-Aprilofthisyear.Thevisitorswere
pleasedbywhattheysaw,andthesalesfigureswere
impressive.
JYsKpurchasesiddesign
Earlierthisyear,JYSKandLarsLarsenpurchased80%ofIDdesign,
oneofDenmark'sleadinghomefurnishingretailchains,which
operatesunderthenamesIDEmøblerinDenmark,ILVAintheNordic
RegionandIDdesignintheMiddleEastandelsewhere.
ThedetailscametogethertoformthewholeatJYSK'strade
showdisplay.
150storesinPoland
Thisspring,Polandcelebratedtheopeningofits150thJYSKstoreinthecity
ofLublin,whichisalreadyhometothreeotherJYSKlocations.Thegrand
openingwascelebratedwithgreatoffersandfunactivitiesforthecustomers,
includingafurnitureassemblycontest.Theyoungestclientswereableto
havepicturestakenwithJYSK'smascotandhavetheirfacespainted.
InPoland'sRegion3,wherestorenumber150hasopened,therearealready
almost60stores.
5
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Salesandcustomersare
central
Theconcept'Fromdailytaskstofocusingonsalesandcustomers'isoneofJYsK'sprimaryareasoffocus.our
colleaguesinnorwayseetheconceptassomethingofareturntoJYsK'sorigins.
ByLauraRoesgaard,CommunicationsCoordinatorlro@
"Theinternalorganisationand
dailyplanningatthestoreare
important,"explainsMartina
Hangby.
ForCountryManagerMartina
Hangby,theconcept,'From
dailytaskstofocusingonsales
andcustomers'isnothingnew;
rather,itisaninitiativethatwill
bringJYSKbacktobasics.
"BackwhenJYSKwasfounded,therewasaclearfocus
onsalesandthecustomers.Sincethen,JYSKhasgrown
immensely,andthatgaverisetocountlessadministrative
tasks.Overtime,theadministrativesideofthingsmay
havetakenoverabit,oratanyratewebecameoverly
focusedonthemanytaskswefacedasanorganisation.
Weneedtogetbacktoouroriginalfocusarea,wheresales
andourcustomersareonceagaingiventoppriority,"
Martinasays.
WithreferencetoJYSK'svalues,sheadds,"Ourvalues
saynothingaboutadministrativetasks.WeatJYSKaremerchants,andthat'showwemustactinthestores."
AsMartinaseesit,anoverallattitudeadjustmentisinorderbecause,overtime,employeeshavegrown
accustomedtothinkinginatask-orientedfashion.Fromnowon,though,itshouldbeaboutplacingthecustomer
atthecentreofeverythingwedo.
aconcreteconnection
Intheinterestofcreatingaconcreteconnectionbetween
concepts,NorwayhasdecidedtoinvolvethesetJYSKcustomer
promisesinitsimplementationof'Fromdailytaskstofocusing
onsalesandcustomers'.
"We'veselectedthecustomerpromisesthataremostsalesandcustomer-oriented,andhavethendevelopeda
setofspecificstepsthatwillhelpusfulfilthesepromisesinordertoenhancethecustomerexperienceandincrease
sales,"Martinaexplains.
Bywayofexample,NorwayiscurrentlyworkingwiththeJYSKcustomerpromise,'Youwillmeetateamin
thestorethatworkstoserveyouefficiently.'Aspecificcourseofactioninthiscontextensuresthattherightperson
isintherightplaceattherighttime.
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We'rehereforthe
customer
ourcolleaguesattheJYsKstoreinHillevåg,norwayarewellawareof
theimportanceofsalesandcustomerfocus:
anditshowsinthestore's
bottomline,assalesfiguresareontherise.
AccordingtoKjetilSandangerLarsen,
"We'rehereforthecustomers.Without
customers,there'snoworkplace.it's
thatsimple."
KjetilSandangerLarsen,traineeinHillevåg,Norway.
atraineeattheHillevågstore,thisisa
positivedevelopment,ascustomersand
salesaregivenhigherprioritythanthe
taskathand.
"Weusedtofaceloadsofdeadlinesforanynumberoftasks,but
nowthecustomercomesfirstandforemostandwetakecareofourother
responsibilitieswheneverthere'stime,suchasbeforeopeninghours,"
saysKjetil.
TheJYSKtraineebelievesthatthestore'sfocusonsalesandcustomers
benefitsthestaffinpartbecauseitresultsinhappiershoppers.
"We'reseeingacleardifferenceinourcustomers.We'regettingalot
ofpositivefeedback,andpositivefeedbackisadrivingforce–itenables
youtoimproveandalwaysdoyourbest,"Kjetilnotes.
Andthecustomers'attitudeisn'ttheonlyplacewherethestaffhas
noticedadifference.Thestores'customersarealsobuyingmore,andthat
hasresultedinanoverallincreaseinsales.
"Asimple'hello'canbethebeginningofaconversationandawayfor
thecustomertoaskforhelp,"Kjetilremarks.
Healsoemphasisestheimportanceofsmiling,
remindingusthattheemployeeistheretoserve
thecustomerandshouldbehaveassuch:
evenon
baddays.
Whereisthecustomer?
Theemployeesshould
alwayskeepaneyeonwhatishappening
inthestore,sotheyarealwaysawareof
thecustomersandreadytohelp.
"Forexample,ifyou'restockingitemsontheshelvesandacustomer
approaches,stopwhatyou'redoingandaskifyoucanhelp.Youcan
alwaysfinishwhatyouweredoingafterwards,"Kjetilexplains.
Fromdailytaskstofocusingon
salesandcustomers
InMay2012,ameetingwasheldinPragueforall
CountryManagers,RetailManagersandDistrict
ManagersThepurposeofthemeetingwas
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