A smile and a welcome are simply not enough to be considered ‘good customer service’ in today’s competitive retail industry.

Why?

Because your customers expect to do anything they want, from anywhere and at any time.

If you are passionate about your business and want to run a thriving business for next 5, 10, 20 years, you must meet your customers’ expectations, if you don’t, someone else will…

You are the expert in your field, and I know you are spinning so many plates, one minute you are ordering stock, the next you are the marketing manager, and the next you are cleaning or putting a new window together.

The problem is, the world is evolving at a faster pace than ever before, new expectations have been created in terms of value, service and experience. How we shop has quite simply changed beyond recognition, and businesses must adapt to meet customers expectation online and off-line.

As a small business owner, you are always putting your energy into training your staff, which is great, of course, but my question is: who trains you, the business owners?

Here is the truth of the matter, people want to come to your shop, they don’t want to buy from online, they don’t want to buy from big superstores with no personality, people want to buy from small retailers who genuinely care about them, they want to help the local community.

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86% of customers will pay more for a better customer experience…