Customer Service


More powerful than a mission statement. This is what we believe. This is who we are. This is what we do. What do you believe? Who are you? What do you really do? You are part of a revolution. You know who you are impacting. Write it down. Share it! Here is Our Manifesto. Do you have...

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By Nicole Rehyle Cathy here, I really like Nicole’s point in #3.  What do you think?  Let us know on Facebook!!! So often, retailers are worried about getting new customers that they forget to care about their existing customers. This type of mentality can lead to a lack of customer retention – and possibly even worse, a bad reputation. The question of “why” this happens is still a mystery, though. If someone has shown you interest in...

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The images of Las Vegas linger in my mind. Boy do they know how to do marketing there. Even in breakfast diners! Paul and I had spent the evening at the Venetian.  We asked a bartender where to go for breakfast and her immediate response was “The Peppermill.”  Then our cabbie on the ride home gave us the same advice. The next morning found us on our way to this diner.   The colors of the décor were unusual – but interesting to be...

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We take a big deep breath… and another… and maybe a 100 more – then commit to opening our very own store. All the work is done to design it, do the build out, get fixtures, create logos and a brand, travel to trade shows, curate product, train staff, advertise and marketing….and then the doors are open. HOORAY. It is a big day. Your live has revolved around everything in those four walls. You have been on your own retail planet....

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This is the ONE THING YOU MUST DO with every email you send out. You MUST send them out WEEKLY. Every week. At the same time. The best time is on Thursday mornings. You forget how much your raving fans love you and want to hear from you. Let me share an email that I just got from a client about this. Cathy, I’ve been reluctantly sending out a weekly News & Brews thinking I am annoying my customers. But doing it because you...

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  Not knowing how much cash you will have at the end of the year. It is important to see how much cash you are on track to generate compared to how much you need to take care of bills. There is still time to take strategic action. I am here to help you. Allowing your employees to run all over you. I was at a client’s on Monday and she was talking about how frustrated she was that her manager hadn’t followed through on a...

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