A friend of mine said to me, "I've always found that you don't get where you want to be, you go there." I asked him to say that again and when he did I replied, "That's brilliant." He smiled and said, "Yeah, I know. I read it somewhere and thought I'd try it out on you." Oh well, even if he didn't make it up it's still brilliant.
If you're going to be a successful retailers you're not going to get there unless you take the actions to go there. For most specialty and independent retailers that involves improving your customer's in-store experience.
Forget customer service. It's all about the experience.
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