Where the heck are my customers?!

“I do all this work and put together all these events and do all these posts and no one walks through my door. I am so mad and sick and tired of this.” A retailer said this to me the other day…and I know I have said it myself. If you think the answer to all your problems is that … Read More

Prom and Albino Squirrels

Fun times…Prom 2012! My daughter Clare is a senior at a small Christian high school and they allow the entire school to attend the big dance. Christopher attends a different school but got invited to go by a mutual friend. They had a blast being at the dance together. Thanks for letting me share! It was amazing to see the … Read More

Did You Know About Your Secret Weapon?

These days many retailers fear that all of their efforts are in vain because Amazon is going to overtake the world. A client and I were reviewing her results for the last year – she was up 30%! So exciting, right? I’ll admit that I was feeling pretty sure of what her answer would be when I asked the question, … Read More

A Tale of Two Stores, Crazy Missed Opportunities and Lost Profits

There is an art and a science to retail. A key part of the science is managing the inventory well so that the investment that you have in your single biggest asset is maximized. As founder of Management One (which is the inventory planning tool that I use), Marc Weiss spends a great deal of time analyzing data. He shared … Read More

Employee Issues? Learn To Hire Well

The beauty of having ‘sucky’ employees is that it points out a problem. Right? When you see a problem, you have 2 options. Whine about it or address it. As I always say, there are only 2 kinds of retailers – whiners and winners. You are a winner…so let’s address the problem, shall we? The root of the problem is … Read More

The Donation Dilemma

The definition of the word ‘dilemma’ is a situation in which somebody must choose one of two or more unsatisfactory alternatives. That describes EXACTLY how we retailers feel when a customer comes up to the counter with a piece of paper in her hand and says, “Is the owner in? This is one of my favorite stores and I shop … Read More

People Are Out…and NOT In Your Store

All my conversations with my private clients have been about what to do about sales this month. I thought that you might benefit from this too. You MUST know what your monthly goal is to begin with! There is still more than a week left. It isn’t over. Commit to taking action Set up a way to communicate with your … Read More

Grandma Donovan’s Soda Bread Recipe

Happy St. Patrick’s Day! It is a big national holiday in our house. All of my grandparents were born in Ireland, as were Paul’s mother’s parents. When she was alive, my grandmother always had knitting needles in her hands. In fact she became blind in the last years of her life and yet she still produced wonderful beautiful Irish sweaters … Read More

Fun and Games!

Are you feeling the pressure? When you are in the midst of a big month before a holiday like we are now, it can start to feel pretty tense. Let me share with you some strategies that my private clients use in times like this to make sure that they reach their sales goals. You know that you have to … Read More

How to Turn A Mad Customer Into A Loyal Customer

American Express released their findings last year in the American Express Global Customer Service Barometer, a survey conducted in the U.S. and eleven other countries exploring attitudes and preferences toward customer service. Perhaps the most significant revelation of this survey is that customers are willing to pay more, up to 9% more, to ensure that they obtain superior customer care. … Read More