Lessons learned: The pitfalls of relying on email proposals

July 12, 2019 | Comments Off on Lessons learned: The pitfalls of relying on email proposals

July 8/15, 2019: Volume 35, Issue 2 By Tom Jennings   We’ve all had our share of the “I’ll-be-back” type of customer. One thing we know for sure is that time was wasted during the presentation phase in the showroom. Question is, did the salesperson waste the customer’s time by being uninformed or unprepared? Or, did the customer waste the salesperson’s time by being something less than forthcoming with her wishes and budget constraints? Regardless...

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Al’s column: Covering all the bases with sign-off sheets

July 12, 2019 | Comments Off on Al’s column: Covering all the bases with sign-off sheets

July 8/15, 2019: Volume 35, Issue 2 By Lou Morano   (Editor’s note: This is the third installment in a multi-part series.) Many retailers have had to deal with customer complaints over the course of doing business. Perhaps you had a client who though her carpet was defective because there are pulls in it. Or she’s looking for monetary compensation because of the mess your installers made when you ripped out her old ceramic tile...

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Al’s column: How much is your business really worth?

July 1, 2019 | Comments Off on Al’s column: How much is your business really worth?

June 24/July 1, 2019: Volume 35, Issue 1 By Roman Basi   You’ve invested your life, money, time and effort into your business. Countless hours have been spent operating, maintaining and adjusting the business to stay competitive and profitable. All this begs the question: How much is my business actually worth? Plenty of owners could arbitrarily claim a value based on their income and assets, but how many have sat down and had an independent...

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Marketing mastery: Customer service is still king in retail

June 14, 2019 | Comments Off on Marketing mastery: Customer service is still king in retail

June 10/17, 2019: Volume 34, Issue 26 By Jim Augustus Armstrong   “Flooring World,” the employee answering the phone said in a bored tone when I called for an appointment with the store owner. (Note: Company names in this article have been changed to avoid libel suits.) This fellow had no enthusiasm in his voice, and his tone suggested I had interrupted his day. Compare that to how the phone was answered by the employee...

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Lisbiz strategies: When wooing customers, focus on the ‘experience’

June 14, 2019 | Comments Off on Lisbiz strategies: When wooing customers, focus on the ‘experience’

June 10/17, 2019: Volume 34, Issue 26 By Lisbeth Calandrino   Everyone talks about the customer experience, but few know what it actually is. It goes way beyond reciting a pleasant greeting when a consumer calls or offering assistance when she ultimately enters your store. Customer service today is essentially about delivering a memorable experience for the consumer throughout the entire purchasing process. Why is this so important? According to a study published by the...

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Lessons learned: The trick to hiring the right salesperson

June 13, 2019 | Comments Off on Lessons learned: The trick to hiring the right salesperson

June 10/17, 2019: Volume 34, Issue 26 By Tom Jennings   When visiting with flooring dealers across the country, I often hear the comment, “We may need to add a salesperson to our staff.” When I inquire further as to what the main objective would be to this employee search, the answer is virtually always something to the effect of needing “extra floor coverage.” The emphasis seems to be focused on the short-term goal of...

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Al’s column: Sometimes disagreement is healthy

June 13, 2019 | Comments Off on Al’s column: Sometimes disagreement is healthy

June 10/17, 2019: Volume 34, Issue 26 By Lou Morano   (Editor’s note: This is the second installment in a multi-part series.) If you want to be truly successful, make minimal mistakes and make more “right” choices, then this point is of colossal importance: Surround yourself with people who are not afraid to challenge you. I never understood why owners of companies surround them- selves with “yes” men or with people who think exactly like...

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Lisbiz strategies: TISE 2020 education—Behind the scenes

May 31, 2019 | Comments Off on Lisbiz strategies: TISE 2020 education—Behind the scenes

May 27/June 3, 2019: Volume 34, Issue 25 By Lisbeth Calandrino   I recently returned from the TISE 2020 educational planning meeting in Irving, Texas. This is the third year I’ve been chosen to be on the committee. It’s interesting to find out what the attendees think of the prior education tracks and what seminars they would like to see moving forward. This information helps us determine the types of seminars to present in 2020....

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Marketing mastery: Direct mail still viable in today’s Internet Age

May 31, 2019 | Comments Off on Marketing mastery: Direct mail still viable in today’s Internet Age

May 27/June 3, 2019: Volume 34, Issue 25 By Jim Augustus Armstrong   I received a postcard the other day from a company offering their advertising services to help me grow my business. Nothing unusual about that, except that it came from Google. Here is one of the largest digital advertising companies on the planet pitching their services via paper, ink and the U.S. Postal Service. Why would they do that? Because it works. Here...

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Al’s column: Best practices for retailers to live by

May 31, 2019 | Comments Off on Al’s column: Best practices for retailers to live by

May 27/June 3, 2019: Volume 34, Issue 25 By Lou Morano (Editor’s note: This is the first installment in a multi-part series.) I’ve learned things from smarter people than myself, even after being in this industry for 38 years. When our company first opened, I learned from my father that paying our bills early was going to be very critical if we wanted to be important to our vendors. He managed the books in the...

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