customer service

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...

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...

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...

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...

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...

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!” ...

AN EMPTY SPACE