The Back to School customer creates a great opportunity to deliver customer service beyond what normal service may look like. Why? The customer, usually mom with the kids, wants – scratch that! – NEEDS you to solve their shopping problems. Problems? Oh yeah, numerous problems. Kids have grown a size over the summer in clothes [Continue]

  FIREWORKS, BOATING, BEACH, COOKOUTS, APPLE PIE, FAMILY EVENTS, PARTIES! Vacations and tourist season in full swing. Good times. WineAccess.com Deals of the Day! So why would anyone shop during this great holiday outdoor week and long weekend? There are 5 different customers out in the stores during this time period. FAMILY EVENT OR PARTY! [Continue]

Average dollar sale or ADS can be a powerful metric for retail. A strong ADS can take the pressure off of other store metrics; for example, soft traffic. If you can elevate your ADS, you can offset reduced traffic and still make your sales plans. Look at the graphic→   Productivity! More dollars generated per [Continue]

Seriously, what does the customer want from you? Do they really want you to sell them stuff? Do they really need you to help them pick out a t-shirt? Do they want you hovering while you are trying to decide on a cell phone? Do they expect you to be right beside them the whole [Continue]

Yes, let’s get personal! Hello Ms. Thompson, welcome back. Love that! It makes you feel genuinely welcomed and wanted in the store. It feels special. For retailers, the benefits of using customer’s names are many. It creates loyalty to the brand – a real “personal” connection. It leads to better customer service dialog [Continue]

There are many customer service models, philosophies, books, suggestions out there. So how do you know what is right and what really works? These TOP TEN WAYS TO DELIVER ROBUST CUSTOMER SERVICE are proven. This works and it is as simple as that and it’s free to you today! I will not overcomplicate it with [Continue]

“WE ARE NOT ACCEPTING RETURNS TODAY. ALL RETURNS TODAY MUST BE DONE AT STORE XXX. THERE IS NOTHING I CAN DO WITHOUT A RECEIPT. PLEASE SHIP THIS INTERNET RETURN BACK TO THE COMPANY. WE DO NOT ACCEPT RETURNS ON SATURDAYS. ALL RETURNS MUST HAPPEN AFTER 2 PM. PLEASE TAKE THAT RETURN BACK TO THE STORE [Continue]

The store is busy this afternoon. There are 7 people in the line at the cash register with 2 registers open. Three salespeople are working the twenty or so customers on the salesfloor. And the phone is ringing and ringing and ringing… . Sound familiar to anyone? It’s a tough decision with so much going [Continue]

Customer service is one of the most popular topics on the DVD. With that said, I felt compelled to share with you 23 more customer service and loyalty facts. These would make terrific discussion topics for next week’s conference calls, manager meetings, and store visits. We have an amazing opportunity every day to seize loyal [Continue]

Why do customers buy? They do not have to. What makes them say yes and pull out the cash? Whether it is a $5.00 toy or a $300,000 home, something happens that makes the customer say yes! What is it? THESE ARE THE FIVE REASONS CUSTOMERS SAY YES AND MAKE A PURCHASE! NEED Let’s be [Continue]

Here are some great numbers to solidify in your mind how important EVERY interaction with a customer is! You never get another chance to do the right stuff with this customer at this time with this product on this day! You have to seize every opportunity to wow a customer. All of us are guilty [Continue]

Years ago I read a tremendous book about Customer Service that has stuck with me.  My philosophies are all positive based, as is this book, but one section that I think will resonate with you is about the stuff NOT to do.  The book is “Delivering Knock Your Socks Off Service” by Kristin Anderson and [Continue]

I had to share this article with you.  Customer service is tough to find.  Customers want to spend their money.  Salespeople need to ask for it!  Teresa Container Store co-founder shares secret shopping encounters 10:58 AM CST on Wednesday, February 17, 2010  BY CHERYL HALL, DALLAS MORNING NEWS If Garrett Boone could, he would ban [Continue]