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

Why Do Independent Retailers Fail?

A New York Times business columnist asked me this question.  “There are three reasons”, I replied. They ignore numbers. They ignore customers. They ignore their own story. All of this happens because they are so busy running their stores.  They don’t stop multi tasking long enough to be strategic and develop a plan. THIS IS TRAGIC. THIS IS A DUMB … Read More

Take Responsibility.

Here is a joke that I just love. A flood was coming. One man of faith was offered a ride out of town, but declined saying ‘God will grant me a miracle.’ As the waters rose, he had to move to the 2nd floor of his house. People came by in a boat and encouraged him to leave with them. … Read More

CASE STUDY: How To Increase Your Net Income by $53,976

My client had come through 2009 with sales down and profits up.  That was good news.  She recognized that she had done better than most retailers, but she wanted to get much more from 2010.  Bottom line, she wanted to make more money – and expected me to show her how.  My problem was that we have been working together … Read More

The Top 3 Things You Must Do For A Profitable Season

With the change of seasons and the starting of school, all customers’ minds turn to the thoughts of what they need next. If they have children, they will certainly take care of them first! Then, summer is over and people just naturally want new things for the next new season. After getting their kids ready, your customers can belong to … Read More

Batman & Robin Will Double Your Sales

I just landed in Washington DC and saw this sign just outside of my gate. It was at a Auntie Anne’s Pretzel stand. It stopped me in my tracks. Paul laughed at me for taking a picture – and now I am mad that I didn’t include the whole sign. To the right of the words were three small bowls with … Read More

Before You Head to that Trade Show

It is trade show time again.  It’s time to start placing orders for the next season.  It is a time filled with hope and possibility.  Buying is the reason you opened your store in the first place, right? There is one thing that you must do before you go.

What Retailers Are Doing Wrong in December

1. 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 responsibility. I asked her if she had any system to hold the manager accountable. The answer was no. So then, whose fault is that? I am sorry … Read More

Delegation: The Secret ALL Successful Retailers Use

Let me share a big secret with you that all successful retailers know: If you want to have an ideal business, work less and make a whole lot more, I can assure you that you CANNOT do it by yourself. You must delegate! How do I know this? Because for years, I tried! For years, I told myself that no … Read More


I have so much to be thankful for this year…and I am sure that you do as well. Be sure to stop and take the time to fill your heart before you fill your tummy! When I take time to identify both my blessings and those who shine love into my life I am always happiest. Make the time. You … Read More