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inside the crafters’ mind


You likely know at least some of your customers very well, so start with them. Note the demographics, likes and dislikes, days/hours they shop, classes they’ve attended, etc. Now, survey these customers, either formally, through a survey tool like SurveyMonkey, or informally, through casual chats by phone or in person. Not sure what questions to ask? Think about what you need to know: what they like and dislike about your store, what they would like to see added, etc. Make note of their answers to your questions, paying special attention to the differences between your assumptions and their answers. That alone can be an eye-opening experience. Above all else, just listen. As you gather feedback, take their suggestions to heart and think about simple and inexpensive ways you can give your loyal customers what they want, and then make those changes or additions happen.


the overall customer experience needs to be at the forefront when policies and procedures are created


If you remember nothing else form this article, please remember this: you must make it easy to do business with you! How do you make it easy? Following are a few simple ideas:


Hours: Are your store hours convenient for you or for your customers? Are you open on the weekends, and/or do you stay open late, at least one or two nights per week? Do you communicate changes in store hours well in


Concept #2: Make It Easy to Do Business With You!


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