Operations

The impulse category plays a subtle yet powerful role in boosting sales and enhancing the customer experience. These small, low-commitment items, often placed near checkout counters or high-traffic paths throughout stores, capitalize on customers’ spontaneous decisions. When managed well, impulse …

This month’s feature story takes a closer look at customer returns policies and ways retailers can improve their own policies to keep customers happy while still protecting their operation’s bottom line. As part of the feature story on Page 24, …

By Jim Robisch Senior Partner & Adviser, Ret. The Farnsworth Group Some retailers are exceptionally more successful than others. They are masterful at their strategic planning, operational execution, product assorting, marketing and communications. Further, truly exceptional retailers do things that …

In its ongoing efforts to deliver a high level of service to customers and employees, Theisen’s Home•Farm•Auto has added Simbe Robotics’ shelf-scanning robots to three store locations in Dubuque and Dyersville, Iowa, and Jefferson, Wisconsin. Tally utilizes AI and computer …

Understanding consumer behaviors and preferences is crucial for driving a valuable loyalty program. When offering financial rewards, consumers look for personalized, flexible and digital-centric loyalty programs. Adapting your store’s loyalty program to shift with customer preferences is essential for keeping …

PaulB Hardware, which is based in Lititz, Pennsylvania, and also has locations in Belleville and Mechanicsburg, Pennsylvania, has been process-oriented since its inception in 1947. To ensure future success of the processes and the operation, two managers from PaulB Hardware—merchandising …

Growing a retail operation, either incrementally for a single store or by opening new stores, often requires the entire team pulling in the same direction. But when everyone isn’t aware of the direction because processes and procedures are left to …

As you create and revise SOPs in your own operation, walk through the examples of PaulB Hardware’s SOPs below—including videos, documents and checklists—to guide your strategies. Read more about how the managers at PaulB Hardware made SOPs a priority to …