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 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 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!” ...