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Is Customer Service A Battle? Apparently
An article in the WSJ profiled jetBlue airlines employees – 10% of which were previously firefighters or cops. “Now as a JetBlue flight attendant, Mr. Harris, 56, says he thinks of himself more as a...
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5 Ideas To Market Your Service Business And Sell Your Products
As a retail consultant, I can tell you that if you’re in a service business focused on personal appearance—such as hair salons, tanning salons, nail salons, and day spas or personal services like house...
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Customer Service Isn’t Referring to Customers As Guests
Customer service. We’ve all heard the need for it. We’ve all tried to manage it. We’ve all felt a lack of it. So should we put the words “customer service” out to pasture? And along with that the...
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Retail Sales Training Tip: Use Story Selling
Why is retail sales training an excuse to hammer employees over the head with facts, facts, facts? When we buy on emotion, emotion, emotion. Doesn’t matter if you sell a yacht, a pair of eyeglasses, an...
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How To Increase Units Per Transaction (UPT)
Your success as a retailer depends on increasing your units per transaction (UPT) and conversion rates. The only way to do that is creating customer relationships. Those customer relationships turn...
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24 Do’s And Don’ts Of Customer Service By Personality Style
Personality styles have fascinated salespeople since the Greeks first identified them as the 4 temperaments. That’s because personality styles can give any retail salesperson, from novice to the...
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Retailers: How To Handle A Customer Complaint in 6 Steps
Have you ever tried to make a customer complaint but been unable to? That happened to me when I was recently speaking in Boston. I woke up to find a 4″ cockroach swimming in my bathroom toilet. On the...
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Hey Retailers! Nordstrom’s Customer Service Problems Are Yours Too
I’m a Nordstrom shopper. Have been since I worked at South Coast Plaza in Southern California thirty years ago. I’ve never used their personal shoppers. I’ve never gotten flowers from an associate as a...
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What Not To Do When You Lose A Customer
A business owner’s worst nightmare is learning they’ve lost their best customer. Many times you don’t get closure when a customer quits your business. You don’t learn why your customer didn’t come...
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Retail Picture Framing Stores: How To Make Sales
Excellent example of showing customers what you do by framing your exterior windows. ©BobPhibbs I’ve spoken to a lot of picture framing store suppliers and distributors but haven’t mentioned them in my...
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