Hardware Retailing

OCT 2018

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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HARDWARE RETAILING | October 2018 68 I n the September issue of Hardware Retailing, retailers discussed how superior customer service differentiates their businesses from competitors. But it's important to remember that there are many elements that go into providing a great in-store experience for customers. Offering excellent customer service goes far deeper than ensuring your employees are friendly and knowledgeable and that you have a large selection of in-stock products. Consider how else you can fortify your operation's reputation for service. Some elements may be visible to customers, while others take place behind the scenes. But all points are essential elements of strong customer service. Essential Elements of Customer Service 3. Immediately welcome customers with a clean store. It's important to present your store in the best light. Be sure cleaning is a regular part of employees' tasks. Whether it's mopping high-traffic areas or keeping registers tidy, maintaining a clean store is key for impressing customers. 2. Ensure all team members understand the core of service. Some employees may not value your operation's commitment to customer service as much as others. Be sure all your employees know your business's core values and understand it is critical to give customers attention and care. 4. Stay informed on industry news. Staying current with industry news should be a priority for business owners. Visit HardwareRetailing.com to stay connected with breaking news, exclusive interviews, emerging trends and current events. 1. Boost customer service with a succession plan. A succession plan offers stability in uncertain times. Meet with trusted co-workers, legal and financial professionals to craft a plan that protects your operation. 5. Find dazzling new products. Adding unique, unexpected items to your inventory is one surefire way to satisfy customers and attract new shoppers. Be sure to visit trade shows, wholesaler buying markets and other industry events to find the latest products. By stocking the right items at the right price points, you can increase sales and please customers. Tim's Ace Hardware and Interior Roecker's

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