Since 1983, I’ve spent at least part if not all of my waking hours on the day after Thanksgiving inside retail stores. While I spent the vast majority of those years working in the stores, the last few years have been spent studying customers in the retail buying experience. In the lead up to the …Continue Reading »
It’s official—your company has been open for exactly one year. Your sales are starting to increase nicely, your business plan is going pretty much as you had hoped and you have hired a good group of employees.
It’s time to celebrate a successful first year by taking your customer service team to the next level. Consider …Continue Reading »
Silence is golden, so they say. And as a parent of a 3.5 year old, I do understand the bliss in this quote. However, in retail, silence can often times be deadly.
For most of us, we read things and agree with the premise, but it does not really affect us until it happens to …Continue Reading »
exceed retail customer expectations
Copyright 2014, Matthew Hudson & Rick Segel are award-winning retailers and authors of over 20 books on retail, sales and marketing.
Good Business—Understanding that your customer is not always right but that they are allowed to make mistakes; explaining the reasons why they might want to think about something in a different way
Bad Business—Thinking that your customer is always right
Too often retailers become rigid when it comes to what’s right and what’s wrong. Understand that we …Continue Reading »