What makes a good retailer.

[Kaw-Liga]

The thing that makes a store stand out, in my opinion, is how they react when there is a failure. How complaints and problems are managed is the most important thing when an organization wants to go beyond mere competence and be truly excellent.

Kaw-Liga's theory of marketing and customer relations.


There will ALWAYS be somebody with a lower price.
He is not your competition.

There will ALWAYS be somebody offering quicker expedited shipping.
He is not your competition.

Every business will EVENTUALLY have some problems with a customers order.

It is NOT the PROBLEM which losses the customer.
It is how the problem is handled or mis-handled afterward.

YOU are your own COMPETITION.

Kaw-Liga

[English Bloke]

Ohhhhh I'm liking what I'm seeing on the country whatsit website. Thanks for that...

[Downunder Kilt]

Kaw-Liga's theory of marketing and customer relations.


There will ALWAYS be somebody with a lower price.
He is not your competition.

There will ALWAYS be somebody offering quicker expedited shipping.
He is not your competition.

Every business will EVENTUALLY have some problems with a customers order.

It is NOT the PROBLEM which losses the customer.
It is how the problem is handled or mis-handled afterward.

YOU are your own COMPETITION.

Kaw-Liga

How right you are, that's what seperates the wheat from the chaff and who will be recomended to others in glowing terms.

[Kiltman]

What makes a great retailer? Service when things go wrong or when orders are forgotten or misplaced. Never used Rocky but I have had first rate service from Matt at the Scottish Tartans Museum. Wish I could say the same for some other retailers I've used.