tag:blogger.com,1999:blog-126867862011-09-09T06:57:53.765-04:00Rick Segel shares his experience, insights and ideas about new approachs to retail marketing & the state of customer service in today's global retail community.Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.comBlogger841100tag:blogger.com,1999:blog-12686786.post-1165278415345253132006-12-04T19:25:00.000-05:002006-12-04T19:26:55.370-05:00

My blog has a new address! Please visit at www.ricksegel.com/blog.

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1164690375155044412006-11-28T00:01:00.000-05:002006-11-28T00:06:15.173-05:00

Just as Rodney Dangerfield used to say he "didn't get any respect", there are two tools that we all have that we know about, but somehow they just don't get the respect they deserve. First is the Gift Card or Gift Certificate. The numbers in the use of gift cards are just short of amazing. In the last 5 years, the use of gift cards has doubled. Doubled is a very big increase and especially for

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com3tag:blogger.com,1999:blog-12686786.post-1164109086852092972006-11-21T06:35:00.000-05:002006-11-21T06:40:45.256-05:00

Once a year I have the privilege of judging, awarding, and serving as the Master of Ceremonies for the Retailers Association of Massachusetts Awards of Excellence program, referred to as the RAMAEs. It is a program that I started 10 years ago and we have now given 62 awards to deserving retailers across the state of Massachusetts. Last year we even added an award for the best downtown shopping

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1163501538574349962006-11-14T05:43:00.000-05:002006-11-14T05:52:18.903-05:00

One of the interesting things about my job is working with creative and innovative meeting planners who know their speakers and get the most out of them. Stacey Heiss Educational Director from Western Exhibitors, who runs the San Francisco, Seattle, and Portland Gift Shows is one of these people. Over half of the programs that I do on a regular basis were born from ideas that Stacey had. However,

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1162898734962610872006-11-07T06:23:00.000-05:002006-11-07T06:25:35.046-05:00

This is a tale of two different scenarios that strangely go together. What do you do when a friend of yours tries to buy something in your store and the credit card they are using is declined? Talk about embarrassment! The only question is who is more embarrassed--the store owner or the customer? This just happened to me with a loyal reader and friend, Dave Felts from Okalahoma, who is one of the

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1162292295328134722006-10-31T05:56:00.000-05:002006-10-31T05:58:15.360-05:00

This past week I worked with several communities in upstate New York and I stayed at a major hotel chain that is franchised to a local businessperson who also owns a conference/banquet facility and a great restaurant next door. There is a well done stone path that you can follow on foot between the hotel and the restaurant. I was speaking at the conference facility on one of the days so I really

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1161663655377864732006-10-24T00:15:00.000-04:002006-10-24T00:20:55.400-04:00

After struggling for a couple of weeks now on how to use all of the comments I received about success I have decided to just share some of the best and add a comment about them. Because I didn't ask permission to use the comments, I am withholding the names and the names of their businesses. This article is much longer than normal but I just couldn't cut anymore. I hope you find it as interesting

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1161091889889758422006-10-17T07:30:00.000-04:002006-10-17T09:36:30.996-04:00

About last week's column on success: Before I start this article, I want all of my readers to know that I have been inundated with responses about your definitions of success. Many are absolutely wonderful. I had planned this column to be a response to that but frankly I have about another 20 plus to read. Since I am traveling and speaking this weekend and that piece needed a bit more time,

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1160481106168289532006-10-10T07:49:00.000-04:002006-10-10T07:51:46.206-04:00

I think I figured out why people succeed. One of the best tips I have ever given is when you have a staff meeting with your employees and you have a section of the meeting where everyone must give another employee a compliment about something they do well. Let's see if you can give one to yourself. (Bear with me-- it will take a few paragraphs of setup to appreciate my purpose.)Sometimes when I

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1159872359647250322006-10-03T06:42:00.000-04:002006-10-03T06:47:24.070-04:00

One of the best parts about being a retailer is the thrill of the Grand Opening event. Actually, any big sale or promotional event that is well planned can capture the Grand Opening feeling of nervous anticipation which contains big doses of excitement, curiosity, and a wonder if the public will like and appreciate your work. Running a sale or a promotion is an art form. It has steps that must be

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1159291377821818192006-09-26T13:22:00.000-04:002006-09-26T13:22:57.856-04:00

I was reading the newspaper the other night and I saw that The Wiggles, a very popular young children’s music group from Australia, were coming to Boston. All of my grandchildren love them and have many of their CDs. This was the perfect opportunity to take them to see The Wiggles in person. I mentioned it to my daughter and she was excited but informed me that the tickets usually sell out very

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1158660236112042792006-09-19T05:40:00.000-04:002006-09-19T06:03:56.143-04:00

The world is changing and the way we market our businesses is as well. My new book, The Essential Online Solution: A Five Step Formula for Small Business Success will be out in a few weeks. This is the stage of publishing where you are putting the final touches on your marketing plan and getting everything ready for the book launch. I have considered myself a marketing expert and I am fascinated

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1158048589073723982006-09-12T04:04:00.000-04:002006-09-12T04:09:49.093-04:00

I am the luckiest person in the world to have someone pay me to travel around the world to share my thoughts and ideas with strangers who become friends. Will someone please pinch me when this is over? When I left the States, I didn't have any ideas for this week's article, but I was sure I would be inspired with some new idea from this wonderful country. Well frankly, I didn't find that killer

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1157920897710847672006-09-10T16:36:00.000-04:002006-09-10T16:41:37.726-04:00

Our newsletter format has changed. And our website has completely changed. I really hope you like it. As always, I invite and encourage your feedback. Just because I like it doesn't mean that it's right. Many people have asked why we changed a newsletter format that was only 6 month old. The reason is simple and it is a lesson for every retailer in the world. The newsletter changed because of one

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1156849064750984422006-08-29T06:44:00.000-04:002006-08-29T06:57:44.770-04:00

WOW! That’s two weeks in a row that I am WOW’d by my audience. Last week I offered a challenge to the readers of this column. I questioned how they asked their customers for their opinions and what effect it had on their businesses. In return I gave them an electronic copy of my new book, The 5000 BEST Sales & Promotional Names Ever Compiled.This is what I learned. First, I have people all of the

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1156373609459429482006-08-23T18:43:00.000-04:002006-08-23T18:53:29.546-04:00

I had another breakthrough--another one of those Eureka moments that I get from time to time when I learn something new or discover a new way of doing something. The interesting thing about moments like these is that they usually happen when I am willing to take a risk or willing to try something different. But that’s one of the learning points of the experience. Now, on to the story.I was doing

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1155637428086921392006-08-15T06:20:00.000-04:002006-08-15T06:23:48.103-04:00

Have you ever picked up the closest thing you can, throw and hurl it across the room and even break it? Did you ever just yell out, “I’m mad as hell and I’m not going to take it anymore” like in the movie Broadcast News? Did you ever have a customer push you to such a point that you start to lose it? You know they are being unreasonable-- but it still gets to you. Did you ever do something for

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1155032918766327502006-08-08T06:25:00.000-04:002006-08-08T06:28:38.800-04:00

Did you ever have a revelation? Sometimes it’s a glimpse of the obvious; sometimes you feel dumb because you wonder why you didn’t think of it before. While preparing for an advertising workshop that I was doing with two other presenters, one of the presenters made an offhand statement that stopped all of us in our tracks. (For background information, we were working on a presentation for the

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1154520849985575212006-08-02T08:11:00.000-04:002006-08-02T08:14:09.986-04:00

It happened again! My wife and I went shopping, although it was more like doing errands because it wasn’t the casual stroll through a shopping area but rather a firm list stores to visit. One of the stores that we had to stop in was a woman’s specialty chain. Actually, we were going there to return a couple of jackets that my wife had decided against, but of course she was open for any new ideas.

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1153827263058108492006-07-25T07:28:00.000-04:002006-07-25T07:34:23.106-04:00

I recently heard a copy writer make a presentation where he shared some of the tools he used to create compelling ad copy. The material was not original, which he clearly stated. Many of the tactics I had learned, used, and even forgotten years ago, but the review was just what I needed. First, let me share my opinion in relationship to ad copy and copywriters. Copy is KING. Great copy sells. It

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1153217266766112052006-07-18T06:06:00.000-04:002006-07-18T06:07:46.766-04:00

That’s all I hear or read about--the “shopping experience”. Every company wants to increase the shopping experience with lighting, music, display, layouts, and the speed of service. The other day I was shopping with my wife at Pottery Barn, which I love. The store is just beautiful. The merchandise has the right look, displayed perfectly, and it is even priced fairly. The store just put us in a

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1152612807741786922006-07-11T06:10:00.000-04:002006-07-11T06:13:27.773-04:00

I received an interesting email and call from Sandy Brown, the Executive Director of The New England Jewelers Association. She was concerned about her retailers that have taken the attitude that business is slow and that they don’t want to spend any money to advertise or promote their businesses until the holiday season when there are customers out there that want to spend. Sandy asked, “What

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1152028058662799932006-07-04T11:45:00.000-04:002006-07-04T11:47:38.690-04:00

In last week’s column, I discussed how it isn’t one thing that makes the many little things that create a successful business. It’s not the one promotion-- it’s a series of promotions that create increases. Even one successful event has multiple components. That made perfect sense to me and to many of my readers who wrote in to comment on the piece. Actually I only received one negative comment

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1151419642301416242006-06-27T09:46:00.000-04:002006-06-27T10:47:23.223-04:00

I have bad news to report: There is NO Santa Claus, NO Easter Bunny, Superman never existed, and there isn’t any single item that will turn your business around. We all look for that silver bullet but frankly it’s never just one thing. I’m sure there are some doubters out there that will say that’s not true. They will share stories of internet successes or a specialty that made them a leader in

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1150801464774062032006-06-20T06:58:00.000-04:002006-06-20T07:04:24.790-04:00

When I was growing up, my parents had a nightly bedtime ritual for my sister and me. We had to brush our teeth, take our bath, put our dirty clothes in the hamper, and then jump into bed for that special time with one of our parents. We would always have a short story, and before we said our prayers my parents would ask one question every night that in retrospect has shaped our lives. The

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com3tag:blogger.com,1999:blog-12686786.post-1150231903161227822006-06-13T16:25:00.000-04:002006-06-13T16:51:43.233-04:00

In the last 2 months I have been honored by being asked to join the judging teams of three of the most prestigious retail store competitions in the United States. Along with the Retail Association of Massachusetts (The RAMAEs which I created 10 years ago) that makes three additional awards programs I am judging (eat your heart out Paula Abdul): NICHE Magazine Top Retailer Awards from the

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1149588100483146732006-06-06T05:59:00.000-04:002006-06-06T06:01:40.516-04:00

It’s 6-6-06 so to get into that theme, let me share a retail hell story.A couple of weeks ago I was working with a downtown card and gift shop and observed a simple transaction that perhaps we all can learn from. A man, who was apparently a regular customer, walked into the store and was warmly greeted. He returned the greeting with a fun, equally friendly reply. He said that he had forgotten to

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1148994124981565782006-05-30T09:00:00.000-04:002006-05-30T09:02:05.003-04:00

Admit it. We have all done it. Someone mentions our competition and we can’t help but throw in a jab. Why? Well why not? We don’t really like them and besides they’re not nice people. Isn’t it great when your competition is a real jerk? It’s a lot tougher when they are nice people.Maybe it’s because of our natural competitive tendencies to win, to be the biggest, or the best. The shortcut to

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1148381772530238042006-05-23T06:48:00.000-04:002006-05-23T06:56:12.576-04:00

When was the last time your customers said that about your business? Why not? I’ll tell you why you haven’t heard that. The media doesn’t know who you are and you probably have never given them anything to write about. Conservatively, over 80% of the stories you read in the paper or see on TV are suggested by PR firms or interested parties. The term interested parties covers many different types

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1147782992825924042006-05-16T08:33:00.000-04:002006-05-16T08:36:32.846-04:00

A business can’t grow without good employees. We need people who look good, act appropriatelyand professionally, do what is good for the well being of the business, have the ablility to think on their feet, and make the right decisions. That’s not easy to find. That’s why we are always in a recruiting mode.I believe there are 5 rules when it comes to personnel:Rule #1. There is always an opening

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1147341248929505272006-05-11T05:50:00.001-04:002006-05-11T05:54:18.083-04:00

We decided to redo our kitchen with new appliances and countertops. We contacted a contractor we had used in the past to do the countertops. Then we asked the contractor for any recommendations as to where to shop for the sink and appliances. He suggested that we should check out a local chain which carried some unique and different styles. So a couple of days later we visited this absolutely

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1147341198027897502006-05-11T05:50:00.000-04:002006-05-11T05:54:16.543-04:00

We decided to redo our kitchen with new appliances and countertops. We contacted a contractor we had used in the past to do the countertops. Then we asked the contractor for any recommendations as to where to shop for the sink and appliances. He suggested that we should check out a local chain which carried some unique and different styles. So a couple of days later we visited this absolutely

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1146573167606012082006-05-02T08:29:00.000-04:002006-05-02T08:32:47.626-04:00

I always state my goals for the presentation in every speech I deliver. My first goal is to share a couple of ideas that can be implemented immediately. I offer many more than that, but I am thrilled if I can provide even one idea from a program that the attendees will actually use. BUT the other goal I have is a bit unusual. I tell my audience that I want them to say to themselves while I am

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1145971579992804572006-04-25T09:24:00.000-04:002006-04-25T09:26:19.993-04:00

When was the last time you asked the question about your business that started with “what if”? Andy Gove, the past CEO of Intel, preached that we should run our business with that edge of fear of what could happen IF…. Our greatest sources of information about our businesses are from our customers and frontline people. And yet how many of us truly take advantage of this wealth of information?

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1145971454884410422006-04-25T09:21:00.000-04:002006-04-25T09:24:14.930-04:00

I don’t know if I’m about to kill a sacred cow or just uncover a myth or a golden opportunity, but whatever you want to call it, I have become convinced that just because you have been in business for 10, 20, 30, or 50 years isn’t the differentiator that countless businesses think that it is. Many businesses will lead their positioning and advertising saying that they have been in business for so

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1144750865124291212006-04-11T06:13:00.000-04:002006-04-11T06:21:05.163-04:00

I received a wonderful email this week from the famous J.L.Schmidt, the director of the Nebraska Main Street Program. J.L. is always uncovering interesting customer service scenarios that make you think. He shared a situation about how he would send an annual gift to the local rental car office thanking them for good service, but in reality, insuring that he would get that extra service in the

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1144151553875334232006-04-04T07:43:00.000-04:002006-04-04T07:52:33.906-04:00

This week I have two issues I need to share so the tip is a double header! The first tip is:I Broke The Rules, or Do As I Say, Not As I Did… SorryMany times in this column I will give examples of good or bad customer service, different or unusual marketing techniques, or just an idea that might improve you life or business a little. I have gotten myself in trouble when I have criticized some

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1143544949863220562006-03-28T06:20:00.000-05:002006-03-28T06:22:29.886-05:00

I just finished writing my book on e-commerce called, Online Solutions…the Essentials (it’s published by Wiley and will hit the stands in October). This turned out to be one of the most challenging and interesting projects I have ever tackled. The reason for that was because I kept on getting lost in the research which kept opening my eyes to a new and changing world in so many ways.As much as

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1143230227538925892006-03-24T14:54:00.000-05:002006-03-24T14:57:07.556-05:00

This week I had two interesting conversations that might on the surface seem unrelated but they both address one of the most important issues of growth, management, and relationship building every business must face.Let’s just establish two simple truisms: A business can NOT succeed or grow without good people. I don’t care what kind of business you are in—if you don’t have the right people it

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1142346055742844422006-03-14T09:14:00.000-05:002006-03-14T09:20:55.760-05:00

Did you ever have a EUREKA Moment? That is the moment when you really get it. It’s when everything becomes clear in your mind and you understand for the first time like you never understood it before.That happened to me today in a way I never expected. I was having a wonderful and interesting conversation with my one of my daughters. She is a very bright and capable pharmaceutical sales rep for a

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1141816449860806932006-03-08T06:10:00.000-05:002006-03-08T06:14:09.880-05:00

I just finished watching the 78th edition of the Academy Awards program. This is the annual extravaganza of glitz, glamour, and self importance. Somehow I got into the proceedings mainly because I had been looking at a blank screen on my computer for a couple of hours, playing with a few different topics that I had been planning to write about. However, none of them seemed that compelling. Then I

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1141209644511153752006-02-28T16:58:00.000-05:002006-03-01T05:40:44.566-05:00

A couple of weeks ago a committee of the Food and Drug Administration made front page news because they wanted stronger warnings for the popular ADD (Attention Deficit Disorder) drugs. Studies have shown that these drugs Aderall or Ritilin could cause heart attacks to people with preexisting heart disease. It made me stop and think we have an epidemic of people who have a problem with attention

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1140521128736960462006-02-21T06:23:00.000-05:002006-02-21T06:25:28.753-05:00

Have you ever acted or been in a school play? At first you feel uncomfortable, but when you finally let go and actually become the character, the easier it gets and the better the performance you give. That’s why we hear of so many actors who research their parts for months before they start rehearsals.Acting like a customer in your own business shouldn’t require much research, after all you have

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1139925483766127582006-02-14T08:53:00.000-05:002006-02-14T08:59:19.473-05:00

I attended a conference over the weekend and learned some great new applications for the internet and some different business building techniques that I will be sharing with you over the next few months. But I also attended one 60-minute session that effected me in a way that I can’t stop thinking about.Let me first give you the set up. It was the last session of the conference and the program

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1139309753681824672006-02-07T05:51:00.000-05:002006-02-07T05:55:53.713-05:00

The Super Bowl has become more than just a championship game. It has become almost a national holiday, an American tradition and winter ritual. Families come together, parties are planned, and supermarkets sell extra snack food for the Super Bowl parties. It is the second largest food consumption day after Thanksgiving. Las Vegas hotels have expanded on Super Bowl weekend profits, Dominos sells

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1138703822765715172006-01-31T05:28:00.000-05:002006-01-31T05:37:02.786-05:00

I just introduced a new program at the Seattle Gift Show this past weekend, which is a bit of a departure from the usual type of programs that I do on marketing and business building. The program was on organizing and controlling all of the things that a business person needs to do. I called the program “Making Your Success Happen”. What motivated me to do a program such as this is just having a

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1138379391611985992006-01-27T11:22:00.000-05:002006-01-27T11:29:51.640-05:00

One of the biggest issues I deal with in working with the independent retailer, and one that has the biggest influence on a stores sales, is the issue of signage. Signage is a form of service. Signage is brand building. Its image creation and it can create an emotional attachment to a business. The most important advertising a plumber, landscaper, or any tradesman can have is the lettering and

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com3tag:blogger.com,1999:blog-12686786.post-1137523031365345682006-01-17T13:35:00.000-05:002006-01-17T13:37:11.410-05:00

Last week I did a full-day workshop on advertising and marketing for a small group of independent business owners. The goal of the program was to grow their businesses. We broke down the ways that a business could grow which are: Sell new customers your current products or servicesSell current customers more of your products or servicesSell current customers new products or servicesSell new

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1137421325620777242006-01-16T09:20:00.000-05:002006-01-16T09:22:05.623-05:00

One of the things that never ceases to amaze me is how some of my tips get all sorts of emails, calls, letters, and responses from magazines that want to reprint them, while with others I wonder if anyone ever saw it. That shouldn’t be a surprise to anyone because some things work and others don’t. The problem is I can’t always predict the results. You would think after all of these years I would

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1137419998229395752006-01-16T08:55:00.000-05:002006-01-16T09:01:29.663-05:00

Last week I received an email from a reader that discussed one of my favorite pet peeves. It was about something that many small stores do to their customers. It concerns the issue of accepting the American Express Credit Card. Some stores would rather avoid taking Amex because the merchant charges are often higher than those of other credit card companies. My feelings are that the Amex customer

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1136030654967068122005-12-31T07:00:00.000-05:002005-12-31T07:04:30.490-05:00

As the year comes to an end, I feel so grateful for the most amazing year of my professional life. I did another speaking tour in Australia and both consulted and presented to a group of Saudi nationals in London where I learned a different way of looking at the world. I saw the Retail Store Assessment I created for Microsoft used by more retailers than I ever could have imagined, spoke over 115

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1135144108345455772005-12-21T00:45:00.000-05:002005-12-21T00:48:28.376-05:00

As a retail specialist, I am supposed to be celebrating the seemingly insatiable desire for more. More clothes, more new cars, more electronics, more remote controlled gadgets, more new appliances, more new golf clubs, more new spas, more pools, more homes, more computers, and so on and so on. The consumer has fueled our economy for the last 10 years regardless of war, rising interest rates,

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1134883609476510532005-12-18T00:23:00.000-05:002005-12-18T00:26:49.496-05:00

I got a call this week from a retailer who wanted to retire and sell his business. He was very profitable, the store was up to date and had a strong customer base. But no one wanted to buy it. He wanted to know why. Instead of answering the question directly, I answered it by asking him a question. I asked him why do you think that’s happening? I knew he was sharp enough to know and he did. He

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1134160862376723352005-12-09T15:38:00.000-05:002005-12-09T15:41:02.390-05:00

I got an inquiry this week from a reporter who asked me some questions on direct mail but inadvertently switched the term billboard for direct mail. I thought at first it might have just been a mistake (which it was), but I then thought maybe she wanted me to do a comparison as to which form of advertising was more effective. The more I thought about this, the more I realized what an interesting

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1133696424501476402005-12-04T06:36:00.000-05:002005-12-04T06:40:24.943-05:00

If there is any one time out of the year that retailing takes top billing with front page news, it is during Thanksgiving. After all, one major department store even has a parade that’s broadcast nationally. (There goes my constant mantra — if you want word of mouth advertising, give them something to talk about. But that’s another topic.) So now the whole world is curious about how busy

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1132846378559845552005-11-24T10:29:00.000-05:002005-11-24T10:35:55.640-05:00

Last week I received a very effective sales letter from the automobile dealership where I had bought my last car. It said that the dealership needed used cars desperately and especially the make, year, and model that I owned. They said that now was the best time to trade because of the high value of my vehicle. That made feel good but my car is only 4 years old and runs great. I have never even

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1131465479787749152005-11-08T10:56:00.000-05:002005-11-08T11:03:03.460-05:00

I am the midst of preparing this year’s RAMAE Awards program. (Retailers of Massachusetts Awards of Excellence) It is always a labor of love. This program, which I initiated 9 years ago to recognize innovative retailers, is one of my proudest accomplishments. Since its inception, we have had a simple criterion for judging the entrees — we believe that businesses should be judged on creativity not

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com6tag:blogger.com,1999:blog-12686786.post-1130843401369913992005-11-01T06:06:00.000-05:002005-11-01T06:10:01.390-05:00

This past week I worked in two communities within their downtown revitalization projects. I love working one-on-one with entrepreneurs. Sometimes I am amazed at how I am able to see things that the businessperson misses. Maybe it’s because I evaluate so many businesses in the course of a year and have the benefit of comparison. I see what great businesses do and don’t do. I want to share three

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1130247021716064902005-10-25T09:25:00.000-04:002005-10-25T09:30:21.730-04:00

I am an idea merchant. My audiences demand new, innovative, and different ideas to run their businesses. Sometimes I feel like the official speaker to the “Idea Junkie’s Association.” Actually I would be proud of that title because I am a full-fledged member of that group. My newest challenged is getting my ideas implemented. I recently had two experiences that changed my focus and made me

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com7tag:blogger.com,1999:blog-12686786.post-1129718760651622532005-10-19T06:33:00.000-04:002005-10-19T06:46:00.660-04:00

How are you going to get them back in the store after they have bought online? This will be the biggest issue facing retailers over the next 15 years. We have all seen the numbers of people using the Web. The growth is staggering. Numbers vary from a low of 25% increases to over 100% increases. The Web is eating up industries faster than Sam Walton ever dreamed that it was possible. Do we need

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com5tag:blogger.com,1999:blog-12686786.post-1129034938749771862005-10-11T08:44:00.000-04:002005-10-11T08:48:58.756-04:00

Every business situation has two components. One is the business part and the other is the human component. The business part is the part that is required to conduct the business. It occurs when a cashier rings in your sale, puts the merchandise in the bag, and even asks you if you would like to be part of a preferred customer program. The human part is the way that it is done in order to create

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com4tag:blogger.com,1999:blog-12686786.post-1128389655762047122005-10-03T21:30:00.000-04:002005-10-03T21:34:15.770-04:00

I consulted with a jewelry/gift store last week in North Carolina that worried me about the way they priced their merchandise. I was worried because their margins were painfully too low and they tried to rationalize and defend it to me. Let me give you the background. This store is charming, with great merchandise which is displayed beautifully. The business is located in an old bank building in

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com9tag:blogger.com,1999:blog-12686786.post-1127777757021922192005-09-26T19:32:00.000-04:002005-09-26T19:35:57.036-04:00

I am writing this from the Gold Coast of Australia. I am at the halfway point of my speaking tour in New South Wales. It never ceases to amazes me how universal our problems are and the concerns that we all share. The one constant that somehow gets magnified when you visit another country is how important a different point of view can be. What every business needs to do is step back and look at

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1127455001862024802005-09-20T01:51:00.000-04:002005-09-23T01:56:41.870-04:00

The best articles I write are always where I am the most passionate about the subject. This week I can’t wait to let loose about an incident that I experienced last week. But before I go there, let me share a recent email that ties in with the topic at hand. The owner of a better galley and home décor business wrote to me and asked, “When is it time to sell your business?”At first, I was

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com11tag:blogger.com,1999:blog-12686786.post-1126610329510720172005-09-13T07:17:00.000-04:002005-09-13T07:18:49.516-04:00

This past week someone wrote in a question that I thought might have universal appeal. Here it is: “How do I handle a problematic customer (i.e. returning something that’s been worn, damaged, etc.) What should I instruct my staff members to do?”What a wonderful question! This question has haunted me for the past 35 years. I have written articles, been quoted in newspapers, been on panels

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1126004786357405832005-09-06T07:02:00.000-04:002005-09-06T07:06:26.363-04:00

Last week’s devastation of one of my most favorite cities in the world, New Orleans, really affected me. When New Orleans is on my speaking schedule, which is usually once or twice a year, I always get excited.I got to know the city when my daughter lived there for a couple of years.In fact she was married there. The city of New Orleans truly understands and personifies hospitality and service

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1125398560653834242005-08-30T06:40:00.000-04:002005-08-30T06:42:40.660-04:00

Lately I have been focusing the successes of independents with ecommerce and it has been nothing short of phenomenal! Soon I will be announcing a major publishing agreement for my newest book — The Ecommerce Promise. I am beginning to believe that we are now living in the golden age of the independent. There is more money being made by independents because of ecommerce than in almost any other

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com7tag:blogger.com,1999:blog-12686786.post-1124792261783623342005-08-23T06:14:00.000-04:002005-08-23T06:17:41.790-04:00

Most of my career has been devoted to exploring the reasons why people buy, and why they choose to buy from one business over another. What are their buying motivations? I believe that convenience is the top motivator. Convenience beats out price and quality everyday. But that’s not what this article is all about. It is about how so many retailers and business people think that customers are

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1124196654388419752005-08-16T08:47:00.000-04:002005-08-23T06:24:12.350-04:00

I wrote two very complimentary columns about the phenomenal customer service experience I had with American Airlines. For those of you who didn’t read them, I was greeted on the jetway and escorted to my next gate by electric cart just to say thanks for all of the business that I had given to American Airlines. I told everyone and it created the most wonderful word of mouth advertising. I then

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1123581426630259212005-08-09T05:54:00.000-04:002005-08-09T05:57:06.636-04:00

When was the last time your store had a contest or a competition? No, no — it’s not about having a drawing for a free trip to Aruba. Those contests never work anyway. Besides, when you give away that kind of prize, it usually ends up going to someone that no one even knows or someone who may never have bought anything in the store!Let’s steal an idea from the current fad on TV. Let’s get people

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1122987124624528072005-08-02T08:47:00.000-04:002005-08-02T08:52:04.630-04:00

I have become convinced that the core of customer service and marketing problems, and success in these areas, lie in meeting, exceeding, or falling short of customers' expectations. Why is it that something that is so simple to understand becomes so difficult for people to execute?I really experienced this phenomenon during the past week when I was with my sister in Florida as she went through

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1122379892661251112005-07-26T08:07:00.000-04:002005-07-26T08:11:32.666-04:00

Last week I wrote about getting WOW'ed by American Airlines when they greeted me on the jet bridge and escorted me to my gate just to say thanks for all my business. (I have flown 73,000+ miles this year on American Airlines.) The point was not so much about American Airlines, but about doing the unexpected for a good customer.Well, you won't believe the assortment of comments I received over

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com3tag:blogger.com,1999:blog-12686786.post-1121769819878967392005-07-19T06:40:00.000-04:002005-07-19T06:43:39.886-04:00

I just had the BEST customer experience I have ever had and learned a valuable lesson that all of us can use. As hard as it might be to believe, the experience came from a traditional airline, American Airlines. We all know the problems that the airline industry has had with the combination of deregulation which opened the door to countless competitors, and then 9/11. Most legacy line airlines

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1121166236275716262005-07-12T06:59:00.000-04:002005-07-12T07:03:56.283-04:00

Someone asked me the other day what the most important thing was they could do to improve their business, I responded quickly with the "mastermind group". The person looked at me as if I were speaking a foreign language. I tried to clarify my statement, thinking that perhaps he was unaware of the term because mastermind groups do go by many different names. "A focus group, a study group, or a

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1120556147327382142005-07-05T05:27:00.000-04:002005-07-05T05:35:47.333-04:00

The other night I went out for dinner with my wife at a local restaurant. The restaurant we selected would be considered a little better than popular price. It wasn’t formal but it wasn’t a family restaurant either. We got to the restaurant late and there were a number of open tables. When we walked in, the hostess brought us to a small table, but there were a number of open booths so we asked

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1119952304791489642005-06-28T05:44:00.000-04:002005-06-28T05:51:44.800-04:00

When was the last time you walked into a store and had a sales clerk either ignore you, aggravate you with their lack of knowledge about the product they are responsible for selling, or ask “why would you want to buy that?” We might think that employee is a jerk but aren’t we really judging the entire business based on the action of one employee? The sad part about it is that employee might be a

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com9tag:blogger.com,1999:blog-12686786.post-1119348858570005082005-06-21T06:09:00.000-04:002005-06-21T06:14:18.576-04:00

Did you ever repaint your living room walls? You have the task of taking down all of your pictures or wall decorations and then you have the job of putting them all back when the painting is done. Why is it that we never remember exactly where everything goes?Do we take things for granted? Is it because when we look at something all of the time we don’t notice the details? Or are there some

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1118745719512327432005-06-14T06:38:00.000-04:002005-06-14T06:41:59.516-04:00

I just completed a book proposal about how businesses and people differentiate themselves in an overcrowded marketplace. I want to share one concept from the book because I believe it is so important and powerful to every business person. (It’s one of those ideas that you can’t wait to share!) The issue is that what might be different to one person is not necessarily different to another. We

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com0tag:blogger.com,1999:blog-12686786.post-1118149407282211622005-06-07T08:58:00.000-04:002005-06-07T09:03:27.286-04:00

Would you squeeze two dozen oranges to get juice that tasted like Tang? Of course not. Why put all of that effort into something that can be created more easily by opening a jar, scooping out some powder, and mixing in water?So why do many of us (yes, I am including myself) waste our time buying merchandise that we can’t make money with, get involved in projects with limited potential, work with

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com4tag:blogger.com,1999:blog-12686786.post-1117537719370061262005-05-31T07:04:00.000-04:002005-05-31T07:08:39.373-04:00

I didn’t expect that last week’s tip would stir up the interest it did. But it did. For those of you, who didn’t read last week’s tip; let me give you a brief synopsis. My contention is that loyalty, as we know it, is dying. There are many reasons why customers aren’t loyal and drift away. But even the customers that we consider to be loyal can be lost in an instant if we create an error or slip

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1116928865287233812005-05-24T05:52:00.000-04:002005-05-24T06:01:05.293-04:00

In almost every speech I make I say that loyalty is dead, but keeping the customer interested is in. What I mean by that is due to the amount of competition, customers can easily be lured away from a business that they have patronized for years. Examples are the jeweler that learns that one of his oldest customers bought a $10,000 diamond bracelet while she was on an anniversary cruise in the

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2tag:blogger.com,1999:blog-12686786.post-1116349874069735112005-05-17T13:05:00.000-04:002005-05-17T13:36:42.460-04:00

A reader recently shared a story with me, partly because she knew I would be interested and partly because she had to tell the world. She bought a sweater set in Talbot’s, an upscale ladies’ specialty store. She had initially bought it for a trip but did wear it once before the trip. She loved it! It felt good, it was flattering, and the bonus was she got multiple compliments when she wore it

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com1tag:blogger.com,1999:blog-12686786.post-1115694877330303372005-05-09T23:09:00.000-04:002005-05-17T13:43:39.743-04:00

Stop the world I want to get off! Do you ever feel like that? Don’t worry, you’re not alone. Technology is moving so fast that sometimes we just shut down to the newest, latest idea. When the idea becomes popular and other people like me are using it, then we say “Oh, I’ll learn about it.”Last week US News and World Report wrote a cover story about how blogs were in the process of changing our

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com3tag:blogger.com,1999:blog-12686786.post-1115347688121406512005-05-05T22:46:00.000-04:002005-05-17T13:44:12.586-04:00

This is not a joke. I was actually asked that question last week when I was doing a program in London for Saudi Arabian businessmen who employed me to do a crash course in retail for an investment group.Yes, I was taken back at first. But the more I thought about it — how much different is that from a Vietnamese Restaurant in the States or a fancy coffee bar that sells $4.00 cups of coffee in

Rick Segelhttp://www.blogger.com/profile/14989293966078989121noreply@blogger.com2