I wrote this post before most places were shutting down for the coronavirus, but I believe that once the social restrictions are lifted, the difference between those companies that bounce back and those that don't will be in part linked to those that understand Anti-Customer Service. Photo by Icons8 Team on Unsplash This is 2020 and every retail … Continue reading Don’t Practice Anti-Customer Service
Photo by Patrick Tomasso on Unsplash We've all heard the adage, "The customer is always right," and if you've worked in customer service you know this is fundamentally false. The customer is often wrong. They try returning an item two weeks past the last day of returns. Try to return something you don't even sell. Tell you the … Continue reading Is the customer always right?
I've written in the past about Barnes and Noble, when I had hoped they were figuring out how to turn things around. However, it doesn't look like they have. They couldn't turn Nook into their savior, their CEO stepped down, and they are planning a "strategic review". But what they should really do is listen … Continue reading Why Barnes and Noble should listen to me.
If you're running a small business, you'll generally be the one doing the hiring. In fact, you'll probably be working side by side with this employee. The good thing about this is you get to choose the person, so you'll probably choose someone with a similar work ethic and temperament . The bad thing is, … Continue reading 3 Tips for Better Hiring
If you run a store, you're going to have people bringing product back at one point or another. I feel that this is the single most important interaction you can have with a customer. It's what most people complain about online and to their friends (in my unscientific analysis) . This one interaction can sour a … Continue reading Returns – your most important interaction, seriously
This is the last week before Christmas. That means last minute shoppers. It also means sold out merchandise. This can be a problem, but a good retailer can turn it into an opportunity. As you would expect from the creator of a blog titled Small Biz View, I work for a small business. That means … Continue reading Last minute shoppers
With the Holiday Season upon us many of our stores are going to be visited for the first time. So now is the perfect time to make sure you're engaging your customers fully. To help I've noted 3 points at which you can make or break a customer relationship. 3 points of customer engagement 1. … Continue reading 3 points of Customer Engagement
I just got back from Thanksgiving Weekend and I have a business tale to tell. This was the first year I went to a Black Friday sale. My sister wanted to get a couple Kindles that were actually a remarkably good deal at one of the big box stores (who shall remain nameless). Our experiences … Continue reading A tale of 2 Black Fridays
I had to stop in to a national pharmaceutical retail chain (who shall remain nameless) this past Friday before heading out on a date. No, it isn't for the reason you're thinking (if you're dirty minded), I'm lactose intolerant and was heading to a Tex-Mex restaurant, and Tex-Mex restaurants make everything with cheese. Fortunately, there … Continue reading Conversations Must Cease
Joe Robles 