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www.IndependentRetailer.com MANAGEMENT
Retail Plan of Action continued from page 113
improves the customer’s percep- tion of the process. Scrutinize Complaints. Pin-
point who is complaining, such as new accounts or long time cus- tomers, and what their concerns are. Look for patterns of customer frustration, and look harder for common threads, if the issues seem dispersed. Deal with sourc- es of the complaints, which may mean correcting the behavior of an offending employee, reorganiz- ing a dysfunctional department, or educating your entire team on the right way to promote a new line to existing customers. Perceive Shortcomings. Think
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about manipulation in the past, times that defensiveness over- ruled reason, and other troubling moments, as these interactions represent the core of an employ- ee’s personality, not the rough edges. Let employees know that you realize that mistakes will hap- pen, but cover-ups and denials are unacceptable. These steps are a sampling of
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www.CoolCityTrading.com Houston, TX 70036 114 October 2011
what it takes to resolve everyday business predicaments. Together, they are overwhelming. Individu- ally, they can be tackled. Clarity in what your responsibilities are as a store owner, and the pro- cedures to handle unavoidable mishaps, will allow you to man- age your business for the results you want: happy and loyal cus- tomers, well-trained employees and MORE cash. ■
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