Angry customers need to be heard and you need to keep your cool.

If you haven't heard of Gimlet media and their podcast; well crawl out from under that rock and allow me to enlighten you. The Gimlet...

The return of used, non-defective merchandise known as wardrobing, is a hard issue to solve. In fact you can't. You can only mitigate the...

5% of returns are fraud. The remaining 95 out of 100 are valued customers who believe in your product but feel let down by the experience....

A primary goal of any retail operation is return customers. So why do so many retailers view returns with such disdain? Roughly 10% of...

Frank, I’m an aspiring entrepreneur and would love your insights on how to get some ideas off the ground and transition to this lifestyle...

In a downtown Ottawa parking garage you can find this simple bucket of washer fluid and a squeegee next to the payment kiosk. It's a...

Connecting with your customer is a massively important aspect of retail. Hitting the right tone is critical to conveying a welcome...

Experienced retail staff know how to influence customers. Sometimes for the good of both customers and product, but not always. She...

Don't fake your actions. Be sincere. Two feet over the threshold and I’m welcomed with an enthusiastic “Hey, Boss, come on in!” ...