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 […]
Awesome Customer Service Requires a Three Pronged Attack Read More »
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
Get your customers to promote your business for you – for free! Read More »
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
Grid Lock – Re-designing Independent Garden Centres is a key to their future Read More »
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
Wabisabi not Feng Shui Read More »
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.
The UK – No Longer Just Meat and Two Veg Read More »
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
9 Ways to Ensure you Delight your Customers this Christmas Read More »
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
Close Down that Indoor Plant Department Read More »
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
Zones in Your Library Read More »
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
This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision. 1. You Are the Maitre of Your Business Your role is take that of a maitre d’hotel. You should meet your guests (customers), welcome them and
How To Walk The Floor And Talk To Customers Read More »
John Stanley Retail Consultant John Stanley Associates © 2021