It mystifies me when I come across a run retailer who, in the process of fitting a customer for shoes, skillfully removes the wads of paper stuffing, gracefully loosens up the laces, and then hands over the shoe like a sommelier might present a bottle of wine. As if to say, “Here—tie ‘em up yourself.” Sheesh! Folks, I am here to tell you this is … Continue reading For God’s Sake Tie Their Shoes!
It’s really hard for me not to mix my business with pleasure. Mostly because my business is customer service, and like everyone else I am constantly frequenting places where customer service should be a priority. On the rare occasion it is, I’ll sing the business’s praises from the highest mountaintop (I am equally happy to share when it’s bad, too). Usually, however, the service I … Continue reading Sorry, There’s Nothing I Can Do For You…
This year I drove to The Running Event (TRE) in Austin, Texas. Amounted to just over 2500 total round trip miles from my home in central North Carolina. Part of the route followed the same stretch I walked earlier this year. And though that was a nostalgic highlight, it’s not what I came here to write about. TRE, per usual, was a giant reunion. I … Continue reading Trust and Authenticity
Every retailer wants to know how to hire good people. But not just good people, good people who can also do high-quality work. Too often we hire candidates only to find they have one of these traits or the other, rather than the ideal combination of both. Often they are great people with ho-hum selling skills, or they are somewhat impersonal but can sell the … Continue reading 10 Ways to Find the Right Staffer
Last week at The Running Event, the keynote speaker uttered words every single business owner needs to hear—He said, “Love and business…there’s plenty of room to cultivate both.” Love and business. Two terms that typically don’t get much playing time. Not together, anyhow. But this guy insisted that any business’s future relevance depends on both working as one. The speaker was Walter Robb, former CEO … Continue reading Love and Business
Specialty retail is a performance, and there’s a giant difference between a ho-hum experience and one that earns rave reviews from the harshest critic. Your people wear metaphorical “makeup” so folks can see them from the back row. They exaggerate their movements and animate gestures to make a solid impact on the entire audience. Hopefully they don’t overdo it. Maybe your show’s been running for … Continue reading Unforgettable Retail Performance
There was no question about it, we were going to Carousel, an Armenian restaurant and gathering hall on N. Brand in Glendale. Last time I passed through town we checked it out and were sold on the food and service – even though we figured they sat us outside the main room because our casual attire didn’t compare to everyone else’s formalwear. But this time … Continue reading Carousel Ride