You Had Us at "Hello"

You Had Us at "Hello"

Simple, common sense ways to improve customer service.
by Rich Kizer & Georganne Bender (March 2, 2009)

Customer service – or the lack of it – has been a hot topic as of late. Service providers believe they are giving the best customer care possible, but customers beg to differ. Customers aren't buying excuses; they do not see the "Yes, but we were short handed that day," or the "Yes, but we had to get the shipment out to be in stock for the weekend." They do not care about the "yes buts"; customers only care about what actually happened in the store. Consider this:

1. According to a recent poll conducted by America's Research Group, a consumer-behavior research firm, one in four shoppers said they walked out of a store because of poor customer service. (That's 25% of your customers!)

2. More than half (58%) of shoppers polled said they planned to avoid stores they perceive as understaffed.

3. According to a study conducted by the Jay H. Baker Retailing Initiative at the Wharton School of the University of Pennsylvania, 48% of shoppers said they would not patronize stores where they know someone else had had a bad experience.

Today, it isn't just about the product you sell or the services and conveniences you offer, or even the fabulous in-store events you host; it's also about how well you care for your customers.
Customer service has been a hot topic in our consumer focus groups as well, so we decided to do an experiment of our own. We spent three hours at Woodfield Mall in Schaumburg, Illinois on a busy Saturday afternoon. Our plan was to purchase something in every store where we were greeted or acknowledged by a store associate. To be fair to our wallets, we did not count the shops that had a greeter stationed at the front door. And we did not have to be greeted within the first moments inside the store; any associate who approached us equaled a purchase.
We made just three purchases that day: one at Wilson's Leather and two at Nordstrom. Amazing, but true. In a perfect customer service world we would have run out of money before we ran out of stores.

During our time at Woodfield Mall we observed or were treated to the following: A) Associates who acknowledged customers with a brief glance in their direction. B) Associates who never looked at, nor spoke to, customers as they rang up their purchases; the majority of these associates never even thanked customers or invited them back to shop again. C) Associates who could only muster a "May-I-help-you?" in such as way that the customer knew they really didn't mean it. D) No greeting or acknowledgement at all.

We know this is not a fun topic, and we know that many of you reading this will be offended because you're certain this could never happen in your store. But can you really be so sure? We know you have personally experienced shoddy customer service in all kinds of establishments; is it so hard to imagine that it could happen right on your own sales floor?

We also know you probably cannot afford to hire enough associates to do all of the things you'd like to do in your store, so here's a three-step, no-cost plan to elevate your customer care:

1. Practice our 7-Tile Rule: Every single time any associate comes within seven floor tiles - that's seven feet - of a customer they MUST acknowledge them. That acknowledgement might only be a sincere smile, but trust us, that smile will work wonders. If you come across a customer five times, then she needs to be acknowledged five times.

2. It's better to respond to a customer than it is to react. A reaction is a throw away answer with no eye contact; a response requires eye contact, a smile, and a thoughtful answer to the customer's request. A reaction makes a customer feel like she is an interruption; a response will make that same customer feel like she's the most important person in the store.

3. Engage customers in conversation. Talk about trends, upcoming classes or events, product, even the weather. The goal is to break the ice and make customers feel at home in the store.

We all need to be more diligent about how we care for our customers; we need to reverse the trend from lip service to actual customer service. Consistently good customer service. We need to give our customers the number one spot on our "Things To Do Better" list. And we need to start right now.

(Note: Professional speakers, authors, and consultants, Rich Kizer & Georganne Bender are nationally recognized experts on customer diversity, marketing & promotion, and everything that affects and interacts with consumers in the retail environment. Each year Kizer & Bender speak to thousands through their "Retail Adventures in the REAL World™" keynotes and seminars. Their unique consumer insights are widely featured in the media, including the ABC National News special report, "How Stores Hook You." Their book, Champagne Strategies on a Beer Budget!, has helped thousands of retailers improve their bottom line, and their "Retail Adventures™" Blog is visited by tens of thousands of readers each month. In 2004 they were named two of the "Most Influential People in Retail Today," and their popular magazine column, "Georganne & Rich on the Road," won the American Society of Business Publication Editors (ASBPE) Award of Excellence in 2004 and again in 2006.)

[WE R MEMORY KEEPERS CROP-A-DILE CORNER CHOMPER}

Another one of my favorite new tools introduced is the CORNER CHOMPER - Love it - Love it - Love it. Following in tradition of the amazing Crop-A-Dile™ tools, We R Memory Keepers is pleased to present the Crop-A-Dile Corner Chomper™. Now you can easily add perfectly round corners to paper, cardstock, chipboard, leather, plastic, acrylic/poly and more! ™ also gives you two corner options, a 1/4" and 1/2". It cuts thin paper just as well as it cuts chipboard - it is AWESOME !!!!!!!

Check out the video demo over at Just A Scrappin' {CLICK HERE}

{CHA Winter 09}

Janna and I have had a great time in Anaheim this week at CHA. We have worked hard and are excited about the new introductions from our companies. Over the next week we will highlight some of the new products on the horizons. One of my most favorite things at the show was Heidi Swapps new "INVISIBLES". Designed to deliver the utmost in creative freedom, invisibles can become anything! hey are printed with a unique, clear, print that when any color medium is applied, the color will add to the chipboard, leaving the invisible design to show through perfectly! whether you choose to use acrylic paints, shimmer paints or color wash... or any combination of the above. the invisible print will act as a "relief" and the intricate designs will magically emerge.



Check out {HEIDI'S BLOG} for an amazing demo by the one and only Heidi Swapp!!!!

{Are you feeling the love}

With the holidays over and before the trade show rush begins it is time to make sure you are stocked and ready for the next couple of months. Take a look at all the lovely introductions that are just waiting for a spot in your store -

Flair

{Sincerely Yours Collection}

Be Inspired by {this layout} and {this Layout}

Simply beautiful

WE R

{Heart Attack} Click here to see complete collection

Bo Bunny

{Flirty} Click here to see more of FLIRTY

{Sweetie Pie} Click here to see more of SWEETIE PIE

Lasting Impressions

S.W.A.K. Demo Board

if you have not received the email with the new demo board just email Kristan or Janna and we will send it to you. It is so cute !!!

Doodlebug

True Love

Imaginsc

{Twitterpated Collection} Click here to see the complete collection

{Summer Cool Collection} Click here to see the complete collection

Many of these are“limited edition” collections, and once they are gone, they are gone !!!! Let's get those orders in. We have sample and we would love to come and show you.

How To Optomize Your Success at Trade Shows

A view of the industry through the eyes of independent and chain retailers.

How To Optimize Your Success at Trade Shows
Straightforward advice that can increase the return on your trade show investment.
by Rich Kizer & Georganne Bender (January 5, 2009)

Are prepared to hit the trade show trail?

You've registered, booked your travel and hotel, but are you really ready?

Each year we ask successful retailers to share what they do to make each trade show trip profitable.

Here are some of their best secrets of success:
Do Your Homework Before Your Leave for the Show
1. Review all the show-related advertisements in your industry trade publications. Note new items, plus vendors you want to be sure and visit, and their respective booth numbers. Look also for not-to-be-missed technique classes and business seminars.

2. Review all pre-show materials sent by the association hosting the show, and all pre-show materials sent to you by vendors.

3. Hold a store meeting to discuss trends, hot items, new categories, and other things you found in your pre-show research. Ask your store associates for ideas as well – and maybe even key customers; they will offer a fresh perspective on what to look for at the show.

4. Carefully examine product and vendor sales histories. Review both current and committed inventories, so that you don't accidentally duplicate what is currently still on order.

5. Set an open-to-buy or budget, detailing what you can spend at the show. Include basic and new merchandise categories.

6. Review all of your homework before you leave for the show and adjust your goals if necessary.

Things to Do at the Show Before You Work Your First Booth
1. Go through the show book and list all of the vendors you want to see. List them by booth number, working your way through the show aisle by aisle. This plan of attack will prevent you from duplicating your steps, wasting precious time.

2. Use Post-it® notes to flag important pages and other information in your show book for future quick reference.

3. Arrive early on your first day so you can study the show floor layout. Before you visit your first vendor, make a quick pass through the entire floor, scanning each booth, noting which ones to come back and visit later.

Inside Tip! The first day of the show, and during the opening hours each day, the booths at the front of the show are generally mobbed with attendees. That's because they are the first thing people see, so they stop and look around. If you begin at the back of the show floor, where traffic is generally lighter, you'll enjoy more quality time with the vendors you need to see.

4. Carry a small cassette recorder and notebook. You'll find it quick and easy to speak your thoughts into your recorder as you walk the show floor. Review your spoken notes at your convenience, recording them in your notebook for future reference.

5. Take note of each item, or line of merchandise, that catches your eye, adding important details about each one. If the product still looks good after you review your notes, you can go back and place your order. This will you prevent placing "emotions of the moment" orders.

Set Appointments with Vendors
Now you are ready to set appointments with vendors. Set your appointments in this order:

1. Current vendors. You will want to see these vendors first to ensure that any, and all, important and on-going merchandise issues are being properly taken care of.

2. Vendors you work with occasionally. These are the lines that are building in your store, becoming more important to the growth of your business.

3. New vendors. Look for new vendors based on your current and future merchandise needs. Your pre-show homework, plus your on-site research, will be an invaluable help here.

Inside Tip! The best time of the day to meet with vendors is during the slowest hours of the show – early in the morning and late in the day. Many shows also allow you to set appointments during non-show hours, either before or after normal show hours. Meet with your most important vendors, and those that will require the most time, during these hours. This tactic will ensure that you will receive the vendor's undivided time and attention.

Building Partnerships with Your Vendors
Trade show booths are not much different than retail stores. How do you feel when a new customer walks in your front door? Do you feel like you have to sell them something? Do you watch them like a hawk? Of course not, you're glad to see them. Vendors feel are the same way. It's easy to feel intimidated when entering a new vendor's booth, but don't be. Look at it as an opportunity to meet new people who can help you grow your business. You're not getting a root canal or buying a used car – it's okay to be friendly, and it's okay to look. Even if you don't make a purchase today, you might down the road. A partnership relationship with your vendors can reap big rewards.

1. Ask each vendor how you can best take advantage of show-only specials.

2. Inquire about unpublished merchandise deals on items that are not on display at the show.

3. Ask for show special pricing even if you place your order after the show.

Inside Tip! Request staggered delivery dates throughout the year on basic goods on which the vendor is offering show discounts. This will allow you to take advantage of the price break without having to receive, warehouse, and pay for a year's supply of merchandise in advance of sales. You can pre-write these orders before you get to the show to save time, and drop them off at your convenience.
Trade shows are also more than just a place to buy product. They provide the perfect opportunity to meet the very people who can help insure your lasting success. Take time to attend all of the cocktail parties, open houses, and gala events the association has to offer. When you meet your vendors socially, you strengthen your relationship, creating a win/win situation for you both.
Take Advantage of Your Suppliers' Wealth of Sales-Building Knowledge
Companies spend millions of dollars each year designing ways to make their product fly off of your store shelves. Take advantage of this important research!

Questions to ask each vendor:
1. What's the best way to sell this product line? Alone or cross-merchandised with your, or another vendor's, product?

2. Who else is selling this merchandise? What are they doing to move it that's important for me to know as well?

3. Where should this product be displayed in my store?

Many vendors have a host of extras to help you display and sell their products; sometimes they are readily available, but sometimes you have to ask. Bring this list of questions with you to each booth you visit:

1. Do you have presentation and display tips for his product or product line?

2. Are there racks available to better show and inventory the product in my store?

3. Do you have signing or other point-of-purchase materials available such as project sheets or brochures?

4. Do you have videos I can uses for associate training and for in-store play?

5. Do you offer merchandise planograms?

6. Do you offer made-up samples for model boards and other in-store displays?

7. Do you have people who can help with store sets and departmental relays?

8. Do you have people who can train my staff on how to best use your product?

9. Can you recommended designers I can bring in to help during special events?

10. Can you recommend an in-store event or other idea I can use to promote your product and build foot traffic in my store?

11. Do you have items I can have to use as giveaways and as door prizes during my special events?

12. Are there co-op dollars available to help pay for bag stuffers and other advertising mediums used in promoting your product line?

13. Are there co-op dollars available to pay for part of my Yellow Pages ad if I list your product line in the ad copy or feature your logo?

14. Do you have articles or photographs I can use to promote your line in my e-mail blasts, newsletter and on my website?

Network, Network, Network!
Whether you are a single store owner, member of a buying group, or part of a big chain, trade shows provide you with the opportunity to meet other retailers who are likely to be facing the same challenges that you face every day – what a wonderful networking opportunity!

1. At classes and seminars, luncheons, association business meetings, and social gatherings, look for other retailers to compare notes with. Introduce yourself. Say, "You've got challenges and I do, too. How can we help each other?" Set a goal to meet least five new retailers each day. You'll find this network of non-competing retailers will become an outstanding resource to you throughout the year.

2. Agree to meet with your networking group at a specified time at the end of each day to discuss the best things you've each found at the show. Together, set a goal for each member of the group: find the best vendor for _____________, look for the best price on ________________, which vendors will provide help with upcoming promotional events, etc.

3. Keep your group together after the show and agree to get together at all future shows. You can also set up monthly meetings with your network. You be the one to take charge and make it happen. Choose one morning every month for all be on a conference call. Share what's new, hot, and happening in your stores. You can even chose a "Challenge of the month" to be discussed at the next teleconference meeting.

4. Bring a camera and take photos of yourself with every vendor and VIP you can find. Hang them in your store to increase visibility and credibility – customers will enjoy seeing you rub shoulders with other movers and shakers in their favorite industry!

5. When you return home, send out press releases to go along with the photos you took at the show. Newspapers are hungry for news, but they're starving for pictures. Did you know that almost 80% of news that appears on a local level comes from a one-page press release sent in by someone like you? Beware! The media can sniff out bold attempts to get free publicity; you have to know how to do it right. If you'd like specific instructions on how to write press releases that get noticed, drop us an email at info@kizerandbender.com for your free copy.

More Trade Show Success Tips
1. Sign-up on every mailing list you can find - to stay one step ahead of your competition, you need to know about new product releases, applications, and industry goings-on before they do.

2. Bring plenty of business cards; you don't want to run out during a big networking opportunity.

3. Just before you leave for the show, take a fresh batch store photos, both inside and out. These will come in handy during discussions with vendors, seminar leaders, and with your networking group.

4. Review your trade show experience on the plane ride home. Did you meet the goals you set before you left town? Note anything you will need to follow up on at a later date.

5. Immediately schedule a store meeting to discuss what you saw while it's still fresh in your mind. Brainstorm ideas to display and sell all the new goods that will begin to arrive shortly.

Trade shows are a solid investment in your future if you approach them correctly. They take you out of your daily routine and stimulate your thinking process. You are exposed to new products and applications and you get to meet new people – all good things that are destined to help make even more successful than you already are.
(COPYRIGHT KIZER & BENDER 2002 - 2008 . ALL RIGHTS RESERVED)

Making Gifts Instead of Giving Them

Check out this story from Fox News in Arizona. It has a great piece with Kit Pope from Scrap Happy Sisters in Glendale.

http://www.myfoxphoenix.com/myfox/pages/InsideFox/Detail?contentId=8120582&version=1&locale=EN-US&layoutCode=VSTY&pageId=5.7.1

Great Job, Kit!!

Happy Holidays!

To live, laugh, and love — that is what Flair's Sincerely Yours Collection is all about. The romance-inspired papers and stickers feature warm, vintage colors with flirty, graphic flourishes. Speaking straight from the heart, this collection is perfect for Valentine’s Day, and every lovely life moment throughout the year! This collection is made up of eight papers and two stickers.

Sincerely Yours begins shipping the first of January and is NOT included the 25% off sale that is going on now. The 25% off sale will end on December 31, 2008.

Tip #342 - 24 Ways ...

TIP #342 - 24 Ways to Save Your Sanity and Boost Your Sales This Holiday Season

courtesy of Bob Negen of Whizbang Training


Dear Tip of the Weeker -
My grandfather, Steve Nibbelink (an old Dutch farmer from Pella, Iowa), always told me, "Bob, when the sun is shining, you gotta make hay."

Well, the Christmas season is our season to make hay...

TIP • TIP • TIP • TIP • TIP • TIP • TIP • TIP • TIP • TIP • TIP

Here are my 24 favorite ways to boost your sales and save your sanity this holiday season. There's no single Christmas miracle on this list, but the combined power of these tried and true ideas is truly miraculous! We guarantee it.
Read on...
1) Attempt to add-on to every sale. Pick an item or two with high margins and universal appeal. Then get everyone on your staff to ask every single customer if they would like one. This simple act will generate thousands of dollars in sales.
2) Load up on impulse items and display them all over your store. Think stocking stuffers.
3) Sell up. 'Tis the season to be generous, so always show your better quality merchandise.
4) Keep demonstrating. Show, show, show until they say no.
5) Making shopping easier by using as many signs as possible. Good signage is like having an extra salesperson on the floor.
6) Eliminate buying resistance by clearly communicating any and all guarantees your products might have.
7) Offer gift wrapping. It makes the holidays easier for your customers. 8) Get out on the selling floor. Now is the time to lead the charge, and it can't be done from the quiet and comfort of your office.
9) TRAIN AND COACH YOUR STAFF! The time is now. If your staff, including seasonal help, is not well trained and coached you are probably losing thousands of dollars in sales.
10) Keep a close eye on your best sellers. Running out of your most popular items not only costs you sales, it's bad customer service.
11) Always know the status of important orders. If that huge order of your most popular thing-a-ma-bob isn't coming in on time it's going to cost you, and maybe cost you big. Don't take any chances that your best sellers didn't make it to the warehouse in time for this year's holiday season. Be proactive!
12) Increase your store hours. During hay season my grandfather, the farmer, was out in the field at sunup and didn't come in til sundown. There was money-making work to be done!
13) Make shopping FUN. Fun sells, especially during the holidays. It doesn't have to be hard, or fancy. Have a guess the number of candy canes in the big glass bowl contest or something of the sort. Let your imagination run wild; get into the spirit of the season!
14) Have lots of sales games for your employees. Sales games make the season fun for your staff. They also appreciate the chance to make a little extra cash or get merchandise they can use as gifts.
15) Put a spiff on high-margin, high volume items. It's a great way to get your staff selling what you think is important. A spiff is a payment for selling a particular item for instance, $2 for every $150 turbo-charged, turquoise widget sold.
16) Mark down slow moving merchandise on time. It's much easier (and more profitable!) to sell slow movers at 20% off in December, than at 50% off in January.
17) Use bag stuffers. Stuff bags with a schedule of events, a coupon good in January, or an invitation to your winter open house. Get your holiday shoppers back in your store after the holidays are over.
18) Collect names and addresses. Knowing who your customers are allows you to contact and sell to them during the rest of the year.
19) Decorate your store, and the bigger, the better. Get in the holiday spirit and your customers will, too.
20) Make your regular customers feel special because they are! Don't let them get lost in the crowd of holiday shoppers.
21) Wear good shoes.
22) Eat well and drink lots of water. Staying healthy and physically strong is a challenge this time of year. A healthy body will help you be mentally sharp.
23) Get as much sleep as you can... Zzzzzzzzz.
24) Smile. Remember, it's Christmas!

Ho! Ho! Ho!

Have A WhizBang! Holiday Season.

$5 Kits from Imaginisce

Looking for the perfect way to make holiday shopping easier for your customers and boost your sales? Imaginisce is ready to save the day and spread a little holiday cheer while we’re at it. For a limited time enjoy 9 great kits at an unbelievable price – only $5 each. Click here to view the PDF chock full of great Imaginisce designs and products... you’re customers will be buying one for gift giving… as well as one for themselves. Hurry and place your order today – quantities are limited and you don’t want to miss out!
*All kits need to be ordered in case pack quantity listed in PDF. Products come boxed or bagged.

Flair is having a 25% off Sale on Every Order

Shop Now to Take 25% Off Every Order!

The end of the year is near, and Flair is having a sale to help make room for all the new products of 2009! Don’t miss this opportunity to buy our latest and greatest collections at a discount. Just purchase any of your favorite Flair products and receive 25% OFF your entire order!

So, hurry and fill your box w/Flair! Order today!

Check our Sale Sectionfor 75% Savings!
The Flair sale section is full of popular products at deep discounts. ALL of our versatile Vellum Quote Books are 75% off — as are select sticker sheets from the All Star Sports Collection, and the Horsin’ Around Collection. Get these great products now before they are gone for good!

Scenic Route Black Friday Sale

2nd Annual Black Friday Sale!

You've heard of Black Friday, right? Who hasn't?!! Black Friday is considered the biggest retail shopping day of the year in the U.S.. It's the day after American Thanksgiving - this Friday - where millions of shoppers hit the stores bright and early in search of great shopping deals.
In spirit of Black Friday, we're excited to announce Scenic Route's own Black Friday!

This Friday, November 28th signifies the 2nd Annual Scenic Route Black Friday SALE.

ALL orders received this Friday, November 28th, between the hours of 12:01 am MST and 11:59 pm MST will receive an unprecedented 20% off the ENTIRE ORDER!
Click here to download an order form. NOTE: the password to the order form is fall08. Email or Fax your orders to Janna or Kristan

NOTE - orders MUST be received during the hours listed in order to receive the discount.
Discount may not be combined with any other discount or offer. $100 minimum order. Black Friday orders will be filled beginning Monday, December 1st

Go the Extra Mile

November 13, 2008 -
I had ordered my meal from a pleasant young waitress in a Thai restaurant in Melbourne's Chinatown and was sipping a nice meriot, thinking I had a free hour the next day, which I could use to visit a music store if only I knew where the closest one was located.
The expression on my face must have indicated I was thinking about something because a young waiter walked past, looked at me, did a double-take and approached my table.

"Is everything alright, sir," he asked.

I said it was and asked if they had the Yellow Pages handy. He said they did, so I asked if he could bring it to me. I added I was interested only in the 1M' section so he did not have to lug over both volumes. In a flash he was back, handing me the relevant volume opened.

"Here you are, sir - the "M" section."

Impressed at his attention to detail, I flipped to 'Mu' and started looking through the list of musical instrument stores. The next thing I knew, the young chap was back, offering me a pad and pen.

"I thought you mind find these useful, sir," he said with a smile.

Later, after I had finished my meal, I caught this waiter's attention and called him over to my table. Congratulating him on his excellent customer service, I asked him where he had learned to pay attention to what was going on around him and to use his initiative to do the little things that delighted customers.

"It's just common sense, isn't it sir?" he replied.

I told him such concern for the customer might be common sense to him but it certainly was not common practice.

He smiled. "I was taught to keep my eyes open," he said, "and then do what made sense to me. So that's what I do. I look around and if I see something that requires attention, I do what I think is the best thing to do in that situation."

Imagine if your staff were on the lookout for the little things they could do that would delight your customers! What difference would it make to the experience your customers had? How much would it increase your revenue? And most importantly, how can you get your staff to care enough to be observant and to use their initiative?

Here are six steps for engaging the hearts and minds of your staff so your customers walk away saying, "Wow! That experience was different!"

1. Explain the need.
Nothing motivates more than vested selfinterest. Focus your staff on looking after your customers by regularly asking these three questions:
1. Who do you work for?
2. Who pays your wages?
3. Who is the boss around here?
The answer to all three questions is, of course, THE CUSTOMER. Another point worth making frequently is that 100 percent of your money, the money you use to pay their wages, comes from customers.

2. Set the expectation.
When you hire staff, when you do performance reviews, in fact whenever you are chatting to someone, tell them you expect them to look for small ways they can help the customer, and to deliver that help before the customer asks for it. Explain this also applies to their internal customers. By delighting their colleagues, they will build team spirit, increase morale and make it easier for people to delight their customers.

3. Set an example.
If your staff watched you during the day, what would they conclude was most important? Do they see and hear you talk about doing the minimum necessary or about going the extra mile? Are your conversations driven by can-do, will-do thinking or are you giving reasons why things cannot be done? Your people will take their lead from you. Which signals are you sending?

4. Remove the fear.
One of the biggest obstacles to staff using their initiative is the fear they will get In trouble. Reassure your staff that as long as they stay within the boundaries of company policy, they will not be criticised for doing what makes sense to them at the time. When people do occasionally do something you think is wrong, use it as an opportunity to teach them something about your business and how to look after customers. But first praise them for spotting the opportunity and for using their initiative.

5. Praise.
If you want your staff to use their initiative you will need to make a point of catching them doing it right. Watch your people to find opportunities to praise them for doing those little things that delight. If you cannot find many, they are not using their initiative or you are not observant enough. Either way, there is a problem you need to fix.

6. Hold staff accountable.
Successful people management is based on being 50 percent supportive and 50 percent demanding. Once you have implemented the five previous steps, hold your staff accountable for delivering delighters. Make it clear that simply doing their job is not enough. Delighted customers are the result of doing the unexpected. This is what you are paying them to do.

Getting your staff to do the little things that delight customers will enhance your reputation and grow your business. Research shows that when New Zealanders have a great experience they not only tell nine others, more than 50 percent recommend the business that delighted them. That is why I am suggesting you dine at Sawadee in Chinatown next time you are in Melbourne.

"I was taught to keep my eyes open and then do what made sense to me."

Dr Ian Brooks (wvwv. ianbrooks. com) is a leading expert in customer care and chairman of the NZ Association of Customer Excellence (vwwv. nzace. co.nz).
Copyright Adrenalin Publishing Ltd. Nov 2008
(c) 2008 NZ Business. Provided by ProQuest LLC. All rights Reserved.
Original publication date: 2008-11-01
A service of YellowBrix, Inc.

Heart Attack from We R Memory Keepers

New Store in North Phoenix

Join me in welcoming Brenda. Her new store is located at the SE Corner of Tatum Blvd and Thunderbird Road in North Phoenix:

CHRISTMAS HAS NOT BEEN CANCELED

PEOPLE WILL SPEND MONEY

1. Suzie Store Owner went to Sam's and bought lots of inexpensive wrapping paper. She is inviting anyone who would like to come to her store and wrap their Christmas presents for FREE. She is asking that they bring a donation to their local food pantry. This will get people into her store and she knows they will shop. :)

2. She has created a $5.00 cash value coupon that she is passing out to various neighborhoods. Her staff and friends are helping her. I do not remember when the expiration date is but that is immaterial. She knows that a lot of people won't bother but those who do come in will spend more than $5.00 and she has moved product. :)

Try it :)

A Last Minute Seasonal Promotion

taken from the Dec/Jan 2008 Issue of Scrapbook Retailer Magazine:

Start knocking out those card kits now! No employee should be idle. Fill up slow times with jobs like die-cutting and kit collating. Take it a step further with a friendly competition. Each employee designs a card or two for kitting (approved by you). The limited edition kits that sell out the fastest earn the employee some kind of perk. This is a great way to get kits with different styles, and quick sales will show you which designs strike a chord with your customers.

{Why we scrapbook . . . . }

STRANGERS IN THE BOX

Come, look with me inside this drawer,

In this box I've often seen,

At the pictures, black and white,

Faces proud, still, and serene.
I wish I knew the people,

These strangers in the box,

Their names and all their memories,

Are lost among my socks.
I wonder what their lives were like,

How did they spend their days?

What about their special times?

I'll never know their ways.
If only someone had taken time,

To tell, who, what, where, and when,

These faces of my heritage,

Would come to life again.
Could this become the fate,

Of the pictures we take today?

The faces and the memories,

Someday to be passed away?
Take time to save your stories,

Seize the opportunity when it knocks,

Or someday you and yours,

Could be strangers in the box.

I know it is still October and we haven't even made it to Halloween yet, but the time is now to make sure everything is set in place for a fabulous November. Make sure your customers don't allow Thanksgiving Day to slip by without documenting all of the events that they will want to remember. Help inspire them to take the time to document one of the most wonderful times of the year. I know in our house it is filled with family, food, football, and fun. Let's focus this month on the things we are thankful for and really document this wonderful time of the year. Create that special end-cap that will focus on family, fall, gratitude and all the things we are thankful for.

Gratitude Journaling & Layout Tips

As we get ready for this THANKSGIVING season,

reflect on what you’ve been grateful for in the past year:

• Any new additions to your family?
• Which unexpected struggles have turned into great blessings?
• Which milestones or major events have family members experienced?
• What birthdays, anniversaries or other celebrations have you enjoyed?
• How have you grown emotionally, spiritually, socially and physically?
• How do you feel about that growth?
• What simple everyday pleasures have you enjoyed most—both by yourself and with loved ones?

USE SOME OF THESE IDEAS TO CREATE LAYOUTS or MINI ALBUMS

• Turn a layout into a mini album that showcases the stories of your Thanksgiving recipes and traditions.
• combine photos of preparing the annual Thanksgiving feast with journaling about cooking the meal (especially take note if this is the first time to cook a turkey)
• Cooking a Thanksgiving dinner is quite the undertaking, so snap some shots of the cook as she goes to work. The photos will make a great behind-the-scenes Thanksgiving scrapbook page.
• What about a THANKSGIVING layout without photos: create a page with same-size squares of cardstock that contain notes about what each family member is thankful for.Plan ahead and ask family members to write what they are thankful for on squares of cardstock to preserve their messages in their handwriting.
• Make sure to get photo's of the guests at your Thanksgiving feast.
• Create a layout with photos of the set table combined with smaller shots of your family enjoying their time together.
• captured the details of your family’s Thanksgiving with group photos and detail shots
• Create a scrapbook page that focuses on a single Thanksgiving family tradition—(for instance my boys play in the Turkey Bowl every Thanksgiving morning.
• Combine Thanksgiving photos with handwritten journaling about what your thankful for.
• Don't forget to get pictures of your little ones SCHOOL THANKSGIVING CELEBRATIONS
  They are sure to dress up as Pilgrims and Indians and have a special feast at school and learn about the first Thanksgiving.
• Food is an important part of every Thanksgiving celebration, so why not scrap it? Create a scrapbook page about your favorite dish. Make sure to include a recipe. Catch a photo of the cook in action preparing the favorite dish.
• Don't forget those little ones first Thanksgiving
• Make sure to take the opportunity to get a photo of extended family and friends when they are all together. Whole-family photos can be hard to come by, so be sure to scrap yours.

Take the time to create special cards for those important people in your life and let them know just how THANKFUL you are for them.

{NEW ADDITIONS TO FLAIR'S ALL STAR SPORTS COLLECTION}

Take a look at the new All Star additions from FLAIR. Click on the image to to view it larger.

These are sure to complete your sports sections.
Everything is now in stock and shipping.
Let us know if you would like to add any of these fabulous additions to your inventory

A little more Halloween Inspirtion . . . . and Giveaways

Oh my, the Halloween fun just keeps going - there are soooooo many amazing ideas out there.

Bo Bunny has just filled their {BLOG} with even more cute ideas. There is still plenty of time to create some of this cute stuff.

They are also having a give-a-way so make sure to leave a comment on their blog for your chance at winning some spooktacular goodies.

Lasting Impressions has a bunch of really cute cards posted in their idea gallery

Templates: W5009-bold happy halloween, L9530-fancy pumpkinPaper: creamsicle pinstripe, creamsicle solid, limeade solid, lamp post black solidMatte Brads: mangoMisc: black embroidery floss, black pen, double-sided tape, mounting tape

Check out some cute Halloween Ideas using the Die Cuts With A View Halloween Glitter Stack {HERE}

Adorn It always has such cute ideas and projects . . .

{Cute Halloween Treats}

Now aren't these cute . . . A little bit of inspiration from "TINKERING INK" and their guest blogger Linda Harrison . Just another way to create a "need" for your customers to visit your store and purchase products to help make a "Spooktacular Halloween Celebration"

A Little Halloween Inspiration

We R Memory Keepers Black Out Line is blowing off the shelves. If you need more than today is the day to order - FREE SHIPPING on all $500 orders ends tonight. Restock now just in time for the holiday.

Stirring up ideas for the Halloween season?

Add a pinch of sugar coating, a dash of crushed velvet flock and heaps of vibrant color. Imagine colorful papers and cardstock stickers dusted with glitter.

Or ribbons and brads coated with rich velvety flock.

Doodlebug has also tailored the Boutique Brads and new Braddies to fit the occasion.

How’s that for a spine tingling Halloween collection?

Check out this very cool layout I found on the Bo Bunny Blog

Click {HERE} to get detailed "How To" instruction

And FLAIR has Five Hauntingly Good Ideas!
Check out the FLAIR BLOG {HERE} and see their design team's "Spellbound" creations

What about this cute little paint can Trick or Treat container Layle from Scenic Route designed for the October issue of Paper Crafts magazine using the Salem line.

Check out Tim's October Technique Challenge - what a fun demo to do in your store and look at all the techniques involved and products that can be sold.

Click {HERE} for the complete how to

Hallowhimsy product will be marked 40% off wholesale! This is a great opportunity for you to stock up before the holiday!! Turn around ship time is about 24 hours !!!! So plenty of time to restock for the Holidays.
There are a couple of items that are already sold out…Goosebumps Stickers and the Spooky Stamp. Other than that, everything is in stock and ready to ship.

Still trying to find that perfect Halloween project for your upcoming class or store display? Look no further - Imaginisce has taken care of it! Create our spooky Haunted House book using our ghoulishly great Hallowhimsy collection.{Click here}to download the PDF and click on the Haunted House image to download the template PDF. In no time at all you'll have the perfect treat for all your Halloween visitors. You can even make copies of the instructions and just put them by the product for a FREE idea handout for your customers. Or put the link on your website.

Shipping time is really quick this time of year - so if you have been inspired and found your Halloween pickins a little slim - let's get an order in today - don't delay

Scenic Route is excited to introduce our newest mini-line, Garland!
Deck the halls this season with Scenic Route’s new Garland holiday line! Whether your holidays are filled with cold, snowy days or warm, tropical breezes, Garland’s whimsical colors and patterns are the perfect pick for adding a creative spin to your holiday creations. This mini collection of paper, stickers, chipboard embellishments, stamps and die cuts is the perfect collection for capturing your winter & holiday memories this season.

15% off Glitz for a Limited Time

Recieve 15% off your order of $250 or more. Orders must be placed prior to October 1st, 2008. For special GLITZ promos thru your Glitz rep contact them today! She will have the promo code you need to get the discount.

Ever had the Glitz Girls at your store? Here they are in Flagstaff last weekend.
If you would be interested in having the Glitz Girls teach at your store, contact us today! Laura@glitzitnow.com we would love to talk to you about getting to your store in the coming months! You can view all of our "Class Info" online click here http://www.glitzitnow.com/glitz-classes.php
Interested in Scheduling a GLITZ class?! Click here!

Looking for Scrapping Inspiration?
Check out our GLITZ Blogs for new ideas and fun scrapping projects! http://www.glitzitnow.blogspot.com/http://glitzdesignlaura.blogspot.com/http://glitzdesignginger.blogspot.com/http://glitzdesignerin.blogspot.com/
If you don't have Glitz in your store yet! You need it! Take advantage of our 15% off offer and buy today!

Bo Bunnys Fall Collections 08

Check out the CLEARLY MIXED UP ALBUMS {HERE} and {HERE}

All the new collections can be viewed {HERE}

And remember to check the Bo Bunny Blog {HERE} for inspiration.

Email Janna or Kristan with any questions!!!

NEW!!! WE R BLACK OUT COLLECTION

NEW !!!! WE R TOOLS

NEW !!! WE R MAGNETIC TRIMMER

NEW !!! WE R NONSENSE

NEW !!! WE R TOOLS