Darren Bastin, Sales Director Ireland & Northern Ireland at RetailSystem, talks about winning the right way.
As retailers, we don’t just want someone’s business today, we want it next time, and the time after that. The real win isn’t the single sale; it’s the relationship that lasts.
And at the heart of that? It’s not some clever trick. It’s not margin games or flash promotions. It’s something much simpler: treating customers the way you’d want to be treated yourself.
It sounds obvious, but in my experience, on both sides of the counter, it’s the one thing that consistently separates great retailers from the rest. The ones who win, long term, are the ones who make it easy for customers to shop and of course, to buy, who follow through on their promises, who answer the phone when something needs attention. They’re the ones who go the extra step, not because it’s policy, but because it’s right.
It’s that same mindset we bring to RetailSystem. We’re not just here to get a system in the door and move on. We want to help retailers win again and again, not just with better data or cleaner stock handling, but by making sure the customer experience feels better from start to finish.
Because when the system is working, orders are correct, lead times are managed, and the delivery’s smooth. But more importantly, your team has the confidence to say, “Yes, we can sort that for you,” and then actually do it.
That builds trust. And trust brings people back.
I spent nearly 20 years running a furniture and bedding business. I made my share of mistakes, but what always worked was doing the basics well. No drama. No ego. Just doing what we said we’d do, and treating people fairly. It was never glamorous, but it worked.
RetailSystem helped me do that, quietly and consistently, behind the scenes. And now, being on this side of things, I see even more clearly how much value there is in getting the simple stuff right.
So, whether you’re dealing with a tricky supplier delay, a weekend rush, or a high maintenance customer who wants the impossible, if you’ve got the right tools, and the right attitude, you’ll come through it.
Because in the end, people remember how you made them feel. That’s what brings them back. And in retail, there’s no better win than that.
If any of that resonates, or if you’re simply wondering whether your current system is helping or hindering, I’d be happy to have a no pressure chat.
I’m based in Sligo and work closely with retailers all over the island of Ireland, helping them get more from their systems and their teams. Whether you’re a single site operator or running multiple stores, the goal is the same: give your customers a better experience, every time. If you have any questions, feel free to drop me a line, I’d love to hear from you.
www.linkedin.com/in/darren-bastin-429a0a2b7/ / darren@retailsystem.com
