How to diffuse an angry customer
Angry customers need to be heard and you need to keep your cool.
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Frank Epton
Mar 21, 20191 min read
Building a new kind of workplace
If 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...
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Frank Epton
Feb 8, 20194 min read
How 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...
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Frank Epton
Feb 8, 20194 min read
Return 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....
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Frank Epton
Jan 11, 20194 min read
Many 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...
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Frank Epton
Jan 5, 20196 min read
Ask 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...
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Frank Epton
Dec 21, 20182 min read
Examples of great customer service
In 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...
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Frank Epton
Dec 13, 20183 min read
Motivate your staff to sell more by being human
Connecting with your customer is a massively important aspect of retail. Hitting the right tone is critical to conveying a welcome...
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Frank Epton
Dec 11, 20183 min read
Use the force for good
Experienced retail staff know how to influence customers. Sometimes for the good of both customers and product, but not always. She...
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Frank Epton
Dec 2, 20182 min read
Improve 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!” ...
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