Connecting with Difficult Customers

When I was just a young retail sapling, a customer by the name of John entered the store. His clean shaven scalp gleamed as brightly in the light as the Calcite orbs he found himself entranced by.  “I want one that’s black and white checkered,” he would say while adjusting his polo collar.   Calcite is… Read More

My Part in Aeropostale’s Fall

Below is an article I wrote a year and a half ago (March 25, 2015) on the crumbling foundations of teen retailers, with a focus on Aeropostale.   This past week as I visited four malls in Houston, TX I felt repercussions of their struggles.  Although in reality only a little over a quarter of their… Read More

“The Customer is Always Right” – The Wrong Way to Provide Customer Service

Really unique perspective. Can’t say I 100% agree with it, but there are times when the associate holds a certain expertise in a subject matter, which then leads to us being able to better aid the customer. What do you think?

The BOA Will Take You Down!

It was past closing time on the first day on the floor for one of my new trainees in Sedona.  I was reviewing the shutting down of registers as our final family of customers took their time about the store finding the perfect souvenir for each family member.  When they made their way to the… Read More