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Customer service: Academy in action with Santa Fe

Customer service is vital for independent retailers to retain loyalty and add that personal touch the multiples can’t deliver. The IAA’s Sarah Parsons joined Santa Fe’s Alan Graham at Nainesh Shah’s store in Belgravia...
customer service

Encourage your employees to be themselves

“Good one hi good day so far thanks $4.50 there you go good one.” That’s word for word what I experienced from someone serving in a Canberra convenience store recently. There were no pauses, no obvious...
loyalty

Can you buy customer loyalty?

Can you buy customer loyalty? This is a question that Waitrose and Sainsbury's posed during December with their loyalty card promotions. Waitrose offered its loyalty card holders a £20 voucher on four £40 basket spends. That means...
refunds

Consistency is key when dealing with refunds

When you have a business you have to have policies that lead to a consistent approach to how you deal with your customers. If you have employees, policies and rules take on an even more...
sales

How to give a sales masterclass

I had a masterclass in selling when my wife and I visited Ellie Dickins Shoes in Hungerford. The sales performance, given by Leslie was superb. Of course, she has nearly 15 years’ experience of working in the...
customer service

Create the perfect customer service experience

Along with providing a friendly face and happy environment for your customers, ensure that the basic daily products such as newspapers, milk and bread are always in the same part of the store. People like to know what to...
Shopping habits and consumer behaviour are worth studying

Get to know your customers

Getting to know your customers' names and using them is a key part of making regular customers comfortable with your business. Make friends with your customers and once you know them, always ask them how...
customer service

Exceeding customer service creates terrific memories

Waiting for your bags at the airport can be a frustrating experience. Often the only information you have is which carousel they will come out on. The wait gives you time to think about your...
dress

Dress like you mean business

Summer is here and hopefully the UK will get some gloriously hot days. This can of course demand a change of wardrobe. I recently saw a photo of a newsagent behind the counter of their...
customer service

Mark Fletcher’s management challenge: customer service

On my Australian Newsagency Blog I recently shone a light on five back to basics areas of our newsagency businesses. These were issue over which I know that owners like me can make a difference...