Walkthrough Checklist

I recommend adding this checklist to your regular standard checks or at least 1x per quarter. Have your team complete checklists as well. Be sure to add opportunities for improvement or standards not met each time. Take the perspective of a brand new customer, experiencing your space for the first time.

You want the time spent with you to be memorable and positive, one that aligns with the way you are promising the experience to be in your branding and marketing. You want them to feel like they are in the right place and made the right decision. Make sure you are starting outside and moving through each area of your location inside to get the full customer perspective.

Your new Brick and Mortar Guide will include the following:

• Overview

• Instructions for use

• Brick and Mortar Walkthrough template to customize and use

• Standards based on the following questions:

• Is the outdoor signage (marquee sign, windows/doors, etc.) clear, clean, and on-brand?

• Is it clear what the business is all about the moment they walk in? Does it feel like what your marketing is telling people they will experience?

• Basic info displayed? (guest rules, hours, owner/mgr info, phone, open/closed sign, etc.)

• Are you providing helpful information to enhance the experience?

• Marketing advertising/promotional materials up to date, in good shape, clear, and on-brand?

• Consistency throughout

• Distractions (broken, dusty, cluttered/messy, sticky, dust high/low, overwhelming smells, etc.)

• Are you over-messaging (ex: 6 copies of the same promotional sign)

• Is your cash wrap/POS area organized with easy sales execution?

• Merchandising and all sales opportunities set up properly (vendor displays, gift cards, etc.)

• Internal team notifications are hidden from the customer view?

This product is a digital download. You will receive a link to the Brick and Mortar Guide template via email. This guide is fully customizable so you can add your branding and remove or change any of the questions.