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customer service

“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? 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

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

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

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

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

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

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

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...
customer

Good morning. No sooner have I stepped across the threshold into an independent card and gift shop and I was greeted with a warm smile and a happy Good Morning. There was no pressure to say what...