Operations

By Michael Bergdahl, author and business consultant Isn’t it ironic that it takes years to build a great customer relationship, but only moments to tear one apart? Below are several of the most common customer service mistakes companies make. The …

Bringing a pet into your store is a great conversation-starter for employees and customers. But before your four-legged friend becomes an in-store regular, make sure the animal, store and employees are prepared. Any retailer thinking of bringing a pet into …

Questions to Ask Before You Start Hiring Gregg Gregory is a professional speaker and trainer, and as founder of TeamsRock, has helped businesses of all sizes find and keep top-notch employees. He suggests reviewing your own expectations of a new …

Gregg Gregory is a professional speaker and trainer, and as founder of TeamsRock, has helped businesses of all sizes find and keep top-notch employees. He suggests reviewing your own expectations of a new employee and how you plan to find …

Doug Kooyman, owner of Kooyman Lumber in Pella, Iowa, uses a 14-step hiring process he and one of his employees developed several years ago. While sometimes he’ll modify the process based on the position for which he’s hiring, his 14 …

By T.J. Comstock, owner of Northwest Hardware, LLC Recently I was talking to a fellow hardware retailer and we got into a discussion about accounts receivable (A/R) levels in our stores. I mentioned what my levels were and he seemed …

Nestled in Boston’s historic Beacon Hill neighborhood, a small, independent hardware store named Charles Street Supply Company attracts hordes of loyal customers. What’s its secret? The store knows its customers and anticipates their needs. It has built a strong brand …