How to Have Employees Working at Their Customer Best

– Marla Platt

As consumers grow more and more sophisticated, savvy retailers key in to the kind of service that sets them apart from their competitors. When the customer feels that he or she has been treated to a pleasant, memorable shopping experience, loyalty grows and great word-of-mouth follows. So doesn’t it make sense to lead with service-attuned personnel helping your customers? Here are ten powerful ways to ensure that your employees are giving customers their very best… [Get the full story]

Handling That Problem Customer

– Rick Segel

This past week someone wrote in a question that I thought might have universal appeal. Here it is: “How do I handle a problematic customer (i.e. returning something that’s been worn, damaged, etc.)? What should I instruct my staff members to do?” [Get the full story]

A Few Questions to Ponder

– Doug Fleener

I was just wondering…

• When was the last time you thanked your employees for a job well done?
• When was the last time you made a follow-up call to a customer after the sale? [Read More]

From the President

What Happens in Vegas Doesn't Necessarily Stay in Vegas

– Don Capman

Last month John Deery and I made our annual pilgrimage to “sin city” for the purpose of attending the Island Pacific Business Partner and User Conference. The event lasted for five days, and for someone who doesn’t enjoy gambling, five days could have been a very long time. Much to our delight, the agenda was packed with exciting and interesting news and events. [Get the full story]