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The Retail Grind

Working retail is the source of dread for many.

And rightfully so, with sales like Black Friday that everyone and their mom takes advantage of, it’s easy to see why so many former-retail employees cringe at the thought.

We’ve all been there, rummaging through piles of picked-through jeans to find our size, just to discover that it’s been sold out for hours from the all-too-blunt employee. Nobody is happy they woke up so early to get to work or take advantage of a deal, but nobody needs the attitude either.

That’s why it’s so important to eliminate that aspect from your business. No matter what you do, make sure that entering your store becomes a source of joy for every shopper.


Find ways to motivate your employees. Post encouraging notes around your shop; in the break room, in the bathroom, by the register.

Bring up the importance of being well mannered and thoughtful in every huddle you have with your team. The employees who make being cheerful with customers their priority will get it, and you’ll likely know who those employees are.

But the employees who sometimes let their guard down will need the reminder! Another plug never hurts.

And if you have an employee who still doesn’t “get it,” keep them off the floor. One of the most important things you can do is ensure that a negative experience with a customer is avoided at all costs.

Think about this the next time you have a negative retail experience; what went wrong? What could have made the situation better? As a manager what would you have done? Asking these questions can help you prepare for any scenario you may encounter in your store.

At the end of the day, remember that the customer is always right and if you don’t have anything nice to say then don’t say anything at all. If you follow these two rules, you’re off to a great customer service start.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you.

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