The Secrets of Service: Small Ways to Make Your Store Better Than Your Competition



“The devil is in the details.” The famous idiom perfectly encapsulates the difference between good retailing and superior retailing. On any given day, hundreds of tiny elements—customer service, visual merchandising, and ambience—have to be firing perfectly, and simultaneously, to optimize the in-store experience. Pristinely scrubbed, well-edited cases designed to entice your clientele are, of course, step one in nailing those many crucial particulars. But experts agree the most effective way to up your store’s game is by fine-tuning your customer service procedures and practices. First, consider your store’s intimidation factor. Retail consultant and author Bob Phibbs believes that to successfully compete with online retailers, old-world formality in jewelry stores should be dispensed with immediately. “Lose the stodgy dress and manners of jewelry stores that a
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