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While you are a business owner during your working hours, you will always be a customer in someone else’s business. So, it’s important to realise that how you treat customers who engage with your business also demonstrates how you want to be treated as a customer. Simple expressions of manners and courtesy do go a […]
Throughout the course of operating your business, you will undoubtedly come across a rude customer or two. It goes without saying. To be fair, on some occasions it will be because of a situation caused – directly or otherwise – by your business, through you or your staff, or a failing in your business systems. […]
It can be difficult to remain positive when the economic news seems all “doom and gloom”. As a business owner today, you not only need to be upbeat but fastidious about delivering exemplary customer service on every level to avoid falling victim to economic downturn. It is so easy to become complacent about customer service, […]
Business owners who embrace the notion of Relationship Building with their customers will see positive impact on their bottom line. Why? Because customers are becoming more discerning about customer service and have starting raising the expectation about being treated with more care. If your business is not focused on building relationships with your customers, and […]
Mere decades ago, customer service hardly rated a mention when talking business – it was simply a given. Today’s vastly different consumer climate demands that all business owners are sensitive any ruffle in the customer service fabric. Where previously, customer service was what people did, these days the value of delivering better customer service is […]
In the nineties and ‘noughties’, a notable change crossed the business landscape. Where previously employees were either formally trained with University degrees or trade qualifications, or alternatively trained on the job, it soon seemed that almost every role had transitioned to requiring certificate education. So began the Rise of the Certification. Was it a case […]
Perception may be everything and while first impressions might count, when it comes to customer service perceptions and impressions play just a part in the whole performance. A polished presentation will not impress if you do not ask the right questions of your customers. Here’s why. Being a customer is a role in an unscripted […]
Recent global surveys on customer service have revealed some valuable insights into customer expectations. While on the ‘complaints’ list in almost all cases were rudeness, long telephone hold practices and disinterested staff, a more challenging issue was raised regarding customer ‘expectations’. But one customer’s idea of customer service might differ markedly from that of another. […]
In spite of serious economic woes affecting many sectors across Australia, the number of major retail outlets opening “flagship” stores continues to rise. As hordes of customers rush through their doors on opening day and keep coming for weeks, how can you, the existing business owner, respond and reclaim your customers?
Customers can be very sneaky sometimes, often trying to weasle a special discount out of your business that is completely not warranted. Find out how to deal with discounted driven customers.