Lessons to learn from WH Smith
WH Smith once again have given a great lesson in how to survive in a changing market with their recent Christmas trading report. Group chief executive, Kate Swann said: “During the period we…
Maintaining high customer service
When multiples begin to offer the same level of customer service as independents its time to ask: what do independents need to do to stay ahead?
Wholesale newspaper delivery arriving late?
Steve gives his response to a letter posted in Retail Newsagents about newspapers being delivered late
Responsible Retailing
Steve asks if and when a retailer should refuse to sell a product such as alcohol to a customer who clearly has problems with it.
Planning for 2012
With one highly eventful year drawing to a close and another busy year ahead of us Steve gives some thoughts about how to make 2012 a good year for your business
A dangerous product
Selling age restricted products needs discipline. Sell tobacco to someone under 18 years old can seriously damage a retailer’s wealth. The Coventry Telegraph recently reported that a Durnchurch newsagent was found guilty of…
Digital First
Greg Hywood, the chief executive of Australia’s Fairfax Media has given a revelling interview to The Australian. In it he gives an outline of his companies ‘digital first’ policy. For UK newsagents this…
VAT Inspections
Steve discusses his recent experience from the often confusing world of VAT inspections and tax rebates.
Poor staff training = Poor customer service
It’s essential to empower your staff with more than the bare minimum training to deal with customer-facing issues
