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

The Story of One Day

You unlock the door and walk into your store early in the morning. It is all so peaceful. After a nice day off you are looking forward to digging into your action items. Your mind is humming with the list of things you are going to get done before the store opens. Walking to your office, you pick up an … 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

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

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

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

One Easy Way To Get Credit Faster From A Vendor

At this time of year, you don’t want anything to get in the way of getting the inventory you need RIGHT NOW!  Whether your store or ecommerce website has been in business for five months or five years, when you ask a product vendor for payment terms, they will want to check your credit history. This practice is not only … Read More

STOP ADVERTISING. RIGHT NOW.

I am not going to play games with you.  This is serious and critical. Every single one of my private clients has been told about the importance of emailing weekly – especially right now.  I will quickly address your concerns about “is that too much?” ABSOLUTELY NOT!  You only want to be communicating with people who WANT to hear from … Read More

How To Handle A Mad Customer

Last week I discussed findings that were released 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 … Read More

Loyalty Programs

Everyone uses a loyalty program. You choose a certain credit card so that you can rack up airline miles. You pull out a plastic card for the cashier to swipe at the grocery store that gives you access to certain discounts. I carry a plastic tag on my key ring for Starbucks that gives me a free drink on my … Read More