Hardware Retailing

OCT 2017

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

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October 2017 | HARDWARE RETAILING 81 Create expectations. Dogs quickly learn the behaviors they should and shouldn't repeat based on their owners' reactions. Similarly, customers learn after just a few interactions if they can expect to receive good or bad customer service from you and your staff. If they have good experiences at your store, they'll keep coming back to shop. If they have too many bad experiences, they'll find a different store instead. Be consistent. Dogs like routine and so do customers. Aim to provide consistency in the levels of service customers receive when they shop your store. Focus on giving your customers a great shopping experience every time they visit to ensure they return again and again. Make them comfortable. Dogs are most at home in a familiar environment. Customers value familiarity, too. Design your layout so customers can easily shop it, with nothing to trip them up as they walk from one aisle to the next. The store should be bright, clean and inviting. Play a game. What dog doesn't love a game of fetch? Use games or events to interact with customers in store or through social media to make your store a fun place to be. Get some feedback. By watching your dog's behavior, you can see if she's happy, sleepy, hungry or sick. Be more straightforward with customers. Ask them for feedback through customer service surveys. Find out what they like and don't like about your store. Keck Hardware & Hobbies Anya BDK Feed & Supply Reed AYD Hardware Quincy

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