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Is It the Floor or the Ceiling for Independent Retailers?
The essential question for independent retailers is whether a satisfied customer represents the ceiling of your customer service efforts or merely the floor. Many independent businesses invest significant time, effort, and passion into ensuring their customers leave satisfied. While securing customer satisfaction is better than disappointing them, it should only mark the starting point for an even deeper goal: customer “ownership.”
Consider this: Will a satisfied customer return to shop with you again? Will they, simply satisfied, go out of their way to recommend your store to friends and family? Will they think of you first before opting to shop online or visit a competitor? “Owning” a customer requires more than just meeting their basic needs; it demands a commitment to building lasting relationships.
As an independent retailer, you are responsible for every aspect of the customer’s shopping experience. This includes ensuring they are genuinely “WOWED” by your personalized service, expert knowledge, and follow-up after the purchase. Your authenticity and dedication to making each customer feel valued can differentiate you from larger chains and help foster loyalty.
Unfortunately, customer service often falls short in many retail environments, leaving shoppers feeling like just another face in the crowd. For independent retailers, the opportunity lies in transforming this experience. Aim to exceed expectations and create memorable interactions that encourage repeat visits. This is how you earn the opportunity to serve customers repeatedly.
Engage with the shopping experience in your community. Visit other independent retailers, observe how you feel as a customer, and evaluate whether the service meets the expectations you would have for your own business. Use these insights to set your store apart with exceptional customer service tailored to your unique clientele. When you provide outstanding, individualized service, you establish a foundation of trust and loyalty—this is how you truly “own” your customers.
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Be sure to go to https://principlesforbusinessandlife.com/ – click on Our Viewpoint Newsletter and read a fabulous article titled:
The Open Heart: A Path to Authentic Living
By Bryan Dodge of Dodge Development
🚀 Retail Store Owners Virtual
Boot Camp
Ready to take your store to the next level?
I’m launching my first-ever Retail Store Owners Virtual Boot Camp—and I’m looking for just 5 committed companies (owners + sales managers) who are serious about boosting sales, profits, and team performance.
Program Highlights
- Dates: Jan 6 – Jan 30, 2026
- Format: Weekly 1-hour group Zoom + private follow-up session
- Includes: Forms, checklists, templates, & recordings
- Bonus: 3 months of free one-on-one consultations
What You’ll Gain
✔ Stronger sales & profit growth
✔ Accountability & structure for your team
✔ Clear non-negotiable standards
✔ Better training, coaching & communication
Investment
$1,995 per company
Half due at registration | 100% Money-Back Guarantee after first session
📅 Register by Oct 31, 2025
📋 Survey due by Nov 26, 2025
👉 Limited to 5 companies—once full, waitlist only!
Learn more about me and see retailer testimonials at: www.principlesforbusinessandlife.com
To register or schedule a no-obligation exploration call, call, text or email Contact:
Brad Huisken | 303-503-7835 | [email protected]
Don’t just run a store—create Retail Nirvana.