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retail-store-hours

I visit a lot of retail stores. Most of the ones struggling financially have many things in common: poor retail store hours, awful customer service, weak sales, poor merchandise choices and selection, no suggestive selling, staff is afraid to sell, no weekly staff meetings to go over features and benefits of products, no newsletter, etc. ... Read More

Posted by Kirt Manecke | 2 Comments
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customer-service-101

Clean restrooms; Customer service 101. They are a sign of a well-run business. Dirty restrooms, quite the opposite. Follow Steve Brown’s Lead Recently I spoke with Steve Brown of American Fireplace in Ferndale, Michigan. Steve exudes amazing customer service! He told me, “Kirt, we clean our restrooms every time a customer finishes using them.” Now ... Read More

Posted by Kirt Manecke | 0 Comment
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hire-for-attitude-train-for-skill

Hire for attitude-train for skill. It really is the secret to success. Last week I had my oil changed at Victory Lane Quick Oil Change in Ann Arbor, Michigan. Because my customer service experience at their location in Milford had been poor, I was hesitant to take a chance at this new location. Boy was ... Read More

Posted by Kirt Manecke | 0 Comment
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