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WNA Blog Home » Retailing Articles

Are You Ready to Start Building Your Franchisor Foundations?

April 9, 2014 | Simone Pentis

Don't hit the start button on your Franhcise operation until you do your homework.

Before you go to print on your new ‘flash’ advertising that you are now offering franchises or sign on your first franchisee, you should have commenced laying down your franchisor foundations. What makes up your foundations may not be a simple matter and I strongly recommend getting a lawyer and an accountant, with substantial franchising […]



Options – When Franchising May Not Be The Right Way To Go

March 5, 2014 | Simone Pentis

There are many options available for those businesses considering the franchising path.

For those who franchising is not the right way to go, don’t despair, you still have numerous options and opportunities to grow your business yourself and/or with other parties.  This may include granting another party the right to franchise the business themselves (where you may have no involvement or retain a certain percentage ownership). In […]



Bring Back Good Old Fashioned Customer Service

January 24, 2014 | Terri Mitchell AKA The Profit Frog

Is good old customer service missing from your business?

 Have you ever asked yourself, “Whatever happened to Good, Old Fashioned Customer Service?” During the 1980s, technology and commercialisation became the catch-cries for businesses looking to reduce expenditure on staffing, increase profit margins, cut the costs of operation, and manipulate and control the customer experience. However, many business owners forgot one thing: serving the customer […]



Be The Customer You Would Like to Serve

November 22, 2013 | Terri Mitchell AKA The Profit Frog

Try to be an accommodating customer and you will often be surprised and rewarded.

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 […]



Know How To Handle Rude Customers

September 20, 2013 | Terri Mitchell AKA The Profit Frog

Rude customers can really put you off your game. Here a some ways of handling what they dish out.

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. […]



Learn To Love The Feedback From Your Most Valuable Assets

July 26, 2013 | Terri Mitchell AKA The Profit Frog

Stop discounting to win the sale and start using the power of three.

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, […]



Customer Service – It’s All in the Relationship

June 21, 2013 | Terri Mitchell AKA The Profit Frog

Online shopping eliminates the one most despised aspect of shopping – lousy 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 […]



Crunching Numbers for Customer Service

April 30, 2013 | Terri Mitchell AKA The Profit Frog

Number crunching the cost of your customer service provides valuable data.

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 […]



Customer Service Training – Investment or Wasteful Expense

March 20, 2013 | Terri Mitchell AKA The Profit Frog

Should more staff in Australia be trained in customer service?

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 […]



Questions – They are the Answer to Good Customer Service

February 20, 2013 | Terri Mitchell AKA The Profit Frog

Asking right sales questions keeps your house in order and identifies exactly what a potential customer wants.

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 […]