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By John Stanley The perception in the marketplace, according to research, is that customer service is declining. Whether consumer expectations have increased or services have declined over the last few years is debatable. The fact is, perception is truth, in the consumers� eyes. Having stated that, some businesses still seem to excel in customer service […]

We all know it costs less to keep a customer than to attract a new one, but just how can you keep customers happy today when they expect so much more than they used to? Successful businesses today provide outrageous customer service � they focus on reducing the stressors in the lives of their customers

By John Stanley Take a look around any box store around the world and you will discover that the layout is designed in a grid layout. This encourages the customer to walk up and down each aisle and to be exposed to every product on offer. I do use the word exposed with some intrepidation

By John Stanley Indoor and outdoor living styles are constantly changing and as �home living� retailers we need to keep up with the latest trends and be aware of the leading edge trends. Many home owners in the 90�s designed their living areas with Feng Shui in mind, but the leading edge home owners are

By John Stanley Christmas is a fun period to be in retailing. I recently read a report by the Results Corporation from ten years ago which reminded me how critically important this period can be. I would like to share some thoughts based on that report. 1. Make sure the team are in the mood

By Fiona Emberton Lifestyle in many countries John and I work in is changing rapidly � one part of the lifestyle being very close to our hearts � and our stomachs! In countries with an Anglo-Celtic background, plain fare was very much the norm � and very good it was too. But a little dull.

By John Stanley Retailers over the last few years have found it difficult to justify the amount of space required by house plants to get a good return on their investment. The logical conclusion is to close down the department and use the space more adventurously. This is what leading edge garden centers are doing

By Fiona Emberton and John Stanley This article discusses the various zones you can create in your library, paying attention to the particular needs of differing demographic client groups. It outlines how retailers deal with this and suggests techniques libraries can adopt. Do you ever feel really uncomfortable in a certain music or clothes shop

By John Stanley Peter Thomson of Garson Farm has a policy of cooking beetroot every morning, prior to opening the farm shop. The aroma is the equivalent of the aroma of bread in a supermarket. Aroma is the most memorable of the senses and something we should consider when developing a farm shop. Some of