>> Customer Service matters even more than you think!
During the FARMA Awards this year entrants were visited by a mystery shopper, recruited by Shopper Anonymous, a firm that has done great work in Australia and has now set up in the UK. Its MD is a Brit, Jonathan Winchester and he’s speaking on Tuesday 13 and Wednesday 14 November. Why twice? Because we think his message is so important.
Farm shops, farmers’ markets, pick-your-own and even home delivery direct from the farm are different from supermarkets, where we have come to expect anonymity, perhaps a greeting at the till (if we’re lucky) – but have you noticed how all the cashiers offer to pack your bags? It shows that they have received customer service training...
Your customers need clues, they need to know what to expect and how to react in a farm shop or at farmers’ market – and the way you manage their shopping experience goes a long way to determining whether they become loyal customers or you never see them again.

You need to hear what Jonathan has to say.

>> Upside Down Management
We’re very pleased that John Timpson has agreed to speak. Go into any Timpson’s shoe repair shop and you’ll see evidence of John’s approach: his staff are empowered to delight their customers and the difference this makes is tangible. Staff and customers feel great. Find out how you can do this too …

>> Seven Habits of Effective Farm Retailers
Stephen Covey’s best selling management book, ‘Seven Habits of Effective Managers’ is life-changing. The principles are simple and fundamental. Rick Turner, owner of The Big Sheep, the no1 tourist attraction, walks the talk every day. In a two-and-a-half hours workshop on Tuesday morning, 13 November, he will reveal how ideas from Stephen Covey and others have melded into a management approach that enables personal and business growth.

>> Ideas from fellow farm retailers
Speakers at this conference include Sandy Boyd (Ludlow Food Centre), Georgina Mason (Gonalston Farm Shop), Judith Taylor (Horstead Farming Group) and Sally Jackson (Pink Pig Organics) … and many more. Their experiences, insights and inspiration will help you to grow, whether you’ve been retailing for six weeks or six years. How to make your first million … how to work in collaboration with other farmers … employment and catering … using the internet effectively.

>> Farm retailing in action
On Monday 12 November four different FARMA tours will visit a total of 20 farm retail businesses of various kinds. There is nothing quite like the FARMA tours … a breath of fresh air, ideas galore and lots of networking with like-minded people. They’re the best way to learn about what’s new and happening in the sector.
PS: all the tours start at 7.30am

>> Farmers’ Market conference
A sparkling line up for Monday 12 November, based at the Conference hotel in Huntingdon includes speakers from the USA and all over the UK: Richard Darke of Edinburgh farmers’ market reveals what makes a winner; Diane Claughton from Ocean Springs, Mississippi will make you appreciate how easy things are in the UK; and we’ll reveal new funding streams for farmers’ markets.

It’s all there for you at the FARMA 2007 Conference from Monday 12 November – Wednesday 14November. All you have to do is be there!

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