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    How to diffuse an angry customer
    Frank Epton
    • Jul 31, 2019
    • 1 min

    How to diffuse an angry customer

    Angry customers need to be heard and you need to keep your cool.
    66 views0 comments
    Building a new kind of workplace
    Frank Epton
    • Mar 21, 2019
    • 1 min

    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...
    50 views0 comments
    How to handle wardrobing, serial returns, and stolen item returns
    Frank Epton
    • Feb 8, 2019
    • 4 min

    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...
    36 views0 comments
    Return fraud : to catch a thief
    Frank Epton
    • Feb 8, 2019
    • 4 min

    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....
    34 views0 comments
    Many Happy Returns!
    Frank Epton
    • Jan 12, 2019
    • 4 min

    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...
    35 views0 comments
    Frank Epton
    • Jan 6, 2019
    • 6 min

    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...
    18 views0 comments
    Examples of great customer service
    Frank Epton
    • Dec 21, 2018
    • 2 min

    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...
    14 views0 comments
    Motivate your staff to sell more by being human
    Frank Epton
    • Dec 13, 2018
    • 3 min

    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...
    121 views0 comments
    Use the force for good
    Frank Epton
    • Dec 12, 2018
    • 3 min

    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...
    63 views0 comments
    Improve your reputation.
    Frank Epton
    • Dec 2, 2018
    • 2 min

    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!” ...
    16 views0 comments
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    ©2018 by Frank Epton.