We haven’t met, but I write the Marketing Mastery column for FCN. I really enjoy reading your columns; great information!
The message in your column “Engaging Employees Translates Into Money” is something every retailer needs to hear. I especially liked your emphasis on treating customers like gold. The amount of mediocre customer service and sheer indifference to customers by employees is jaw-dropping. Not just in flooring retail, but every industry.
I found it interesting (but not surprising) that a floor dealer you know doesn’t want to do follow up calls after the installation because he doesn’t want to hear the complaints. Your response was right on target, and exactly what I preach to dealers I work with.
Nicely done! Looking forward to the next column.