Frank EptonJul 31, 20191 minHow to diffuse an angry customerAngry customers need to be heard and you need to keep your cool.
Frank EptonMar 21, 20191 minBuilding a new kind of workplaceIf you haven't heard of Gimlet media and their podcast; well crawl out from under that rock and allow me to enlighten you. The Gimlet...
Frank EptonFeb 8, 20194 minHow to handle wardrobing, serial returns, and stolen item returns The return of used, non-defective merchandise known as wardrobing, is a hard issue to solve. In fact you can't. You can only mitigate the...
Frank EptonFeb 8, 20194 minReturn fraud : to catch a thief 5% of returns are fraud. The remaining 95 out of 100 are valued customers who believe in your product but feel let down by the experience....
Frank EptonJan 11, 20194 minMany Happy Returns!A primary goal of any retail operation is return customers. So why do so many retailers view returns with such disdain? Roughly 10% of...
Frank EptonJan 5, 20196 minAsk Frank: becoming an entrepreneur. Frank, I’m an aspiring entrepreneur and would love your insights on how to get some ideas off the ground and transition to this lifestyle...
Frank EptonDec 21, 20182 minExamples of great customer serviceIn a downtown Ottawa parking garage you can find this simple bucket of washer fluid and a squeegee next to the payment kiosk. It's a...
Frank EptonDec 13, 20183 minMotivate your staff to sell more by being humanConnecting with your customer is a massively important aspect of retail. Hitting the right tone is critical to conveying a welcome...
Frank EptonDec 12, 20183 minUse the force for goodExperienced retail staff know how to influence customers. Sometimes for the good of both customers and product, but not always. She...
Frank EptonDec 2, 20182 minImprove your reputation.Don't fake your actions. Be sincere. Two feet over the threshold and I’m welcomed with an enthusiastic “Hey, Boss, come on in!” ...