Tag: American Quilt Retailer

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Customer Complaints

Complaints and customer service

We all know that with having customers inevitably complaints will come. Brush up on your customer service skills to turn customer dissatisfaction into a positive experience.

Statistics about Complaints

Did you know that a customer who has a positive experience after a complaint will outspend a the average customer? That’s because this customer now has higher confidence with your business.

Another thing to note is 93 percent of customers are more likely to return and shop with a business if the business offers excellent customer service.

With that in mind, check out this 8-Step process of addressing customer concerns.

8-Step Process

  1. Thank them. Recognize the customer is spending time to inform you of their dissatisfaction instead of taking to social media or telling their friends.
  2. Do you have the authority to help with their request? If not, get someone who can. Nobody likes repeating their story twice. (Note to owners, give your employees more power to help customers so you can focus on the larger aspects of running a business.)
  3. Listen to the complaint. The average complaint takes just 45 seconds to tell.
  4. Take notes. Don’t hesitate to be silent; just inform them you’re making notes so you can come to the best solution.
  5. Ask more questions to clarify. This will help to calm your customer further.
  6. Ask what would they like to make them happy. It’s bold, but you’ll be surprised by the answers you receive. Some customers won’t be expecting much at all.
  7. Act on it. Don’t tell your customer that what you’re doing is an exception, that will hurt more than it will help.
  8. Thank your customers again.

Inspiration for this post comes from “Thanks for Your Complaint,” by Tom Shay published in the October 2021 Issue of American Quilt Retailer.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Gift Ideas to Display in Your Store

gift boxes

Recently I received a hand-knitted blanket as a gift and it reminded me just how special handmade presents really are. With gift season just around the corner, here are some quick and easy ideas you can whip out to display in your store (and get your customer’s ideas flowing).

Needlepoint gift ideas

Between embroidery and knitting, the opportunities for handmade needlepoint gifts are limitless. Outside of your typical scarves and blankets, think about personalized home decor. Find patterns to create embroidery circles for your loved ones favorite pet, or interests (some cute ideas I’ve seen include cacti and flower bouquets).

Fabric ideas

Continuing with the theme of decor, consider creating your own pillow design. This can be as simple as blocks of colors that appeal to you, or cut outs from famous artists (like Henri Matisse).

For something wearable, check out this adorable jacket from Megan Nielsen with a patchwork design. (I can’t wait to make this one myself!)

And finally, don’t count stuffed animals out. I’ve seen some of the most adorable stuffed animal patterns that would work great for both children, or as home decor for someone older. Be creative when it comes to stuffed options, mushrooms and felt flower bouquets are cute and popular right now.

And of course, if you’re gifting for an especially picky person, we all know masks never went anywhere. Look for fabrics with cute designs or in trendy colors.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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How to Write a Press Release

Press release

If you’ve never wrote a press release (or if you’ve written hundreds) it’s always a good tool to revisit. Read on to learn the basics.

What is a Press Release?

The goal of a press release is to notify the media in hopes that they will spread the good news. Of course, timing is of the upmost importance, so the sooner you can get the word out the better.

Publish your press release on your website and social media channels to get the news out to your audience. The subject matter of the press release should be something new, of importance (or in other words, newsworthy).

Formatting

The formatting of a press release is simple. Thankfully it’s formulaic and contains the below elements:

  • Title
  • Opening
  • Body
  • Contact information

Always write in the third person (like a media company would publish). News releases typically begin with the city the news happened in and the date. Typically after the title (and centered on the page), news releases include “FOR IMMEDIATE RELEASE” to emphasize the urgency.

A great way to add more length is to include quotes. Unless you already have a quote, go ahead and write what you think the person would say generally about the news release subject. Before publishing, make sure they approve their quote.

With the end of the year being the busiest quarter of them all, we hope you have many reasons to write press releases! If done well, local news will pick the story up and help your business even more.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Stop Procrastinating!

procrastinating

Procrastinating: we all do it, and sometimes it’s just too easy to do. If this is a problem for you, keep reading for tips on how to make procrastination a problem of the past.

How to stop procrastinating: The first 8 steps

Did you know that procrastinating is largely an emotional issue? Thankfully, we are not our emotions and emotions can be worked on. Below are 16 steps to help you overcome this issue.

  1. Why are you procrastinating? Is it because the job is boring? Is it because you’re afraid to do it wrong? After you determine the reason behind the hesitation, consider the following solutions:
    • Delegate the task
    • Eliminate the task
    • Reframe the task
    • Restructure the task (so it’s easier)
    • Or just get started (we’ll cover more about this later)
  2. Remind what procrastination costs you. Write it down if that helps. Some ideas to get you started include time and money.
  3. Identify the story. A common excuse includes being too tired, doing it tomorrow, or that it’s not important. Most of these can be addressed with some self-discipline. Think of the excuse you’re making, and write down how you can overcome it.
  4. Rewrite your story. After you identify the excuse, it’s time to reframe how you think. For example, not having enough time can be translated to “I find and make time for whatever I’m committed to.” Affirmations can help here, also.
  5. Remind yourself why you are doing these tasks. Likely the reason behind tasks have to do with a larger vision.
  6. Know how you distract yourself.
  7. Explore (a little deeper) why you distract yourself. Accept it and move on (so you can recognize the distraction later).
  8. Record everything you do. Have you ever wrote down everything you do in a day? This way you have metrics behind actual work and things you do to distract yourself.

How to stop procrastinating: Steps 8-16

  1. Set a clear intent behind everything you do.
  2. Prepare your environment. Runners often lay their running gear by their bed the night before if they want to run in the morning.
  3. Start small. Big tasks will stay big if you don’t start chipping away.
  4. Create quick wins. By celebrating the small ones, you’ll form a habit.
  5. Just get started. In her book, The 5-Second Rul, Mel Robbins states that you have a 5-second window to take action before your mind talks you out of it. If you notice yourself hesitating, count down from five (and be sure to start before you hit 0)!
  6. Use your time wisely. Prioritize your most important tasks to be done first thing in the morning.
  7. Visualize yourself completing this tasks. Studies show, this works.
  8. Look for accountability. Tell a friend or a partner you want to have a task completed by a certain date. They can help you to stay focused.

Inspiration for this blog came from “Master Your Emotions: A Practical Guide to Overcome Negativity and Better Manage Your Feelings,” by Thibaut Meurisse.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Creating a Stress-Free Retail Store

Stress free shopping

First, let’s address the elephant in the room; stress. Shopping is stressful! We’ve said it once before and we’ll say it again—you’re not selling products, you’re selling yourself.

Did you know 70% of customers leave a store due to the interaction they had with an employee there? On top of that, one in three customers have said they’ve lost their temper in a store. And for even more icing on the cake 88% of customers have researched their product before they go to purchase it. Realize your store evokes emotions, and try your best to make sure the space, your employees, and yourself don’t trigger bad feelings.

To understand what triggers your customers, you must understand your customer base. Then you can tailor your brick-and-mortar environment to exclude these stressors. Who is your customer, and what are they looking for? Your customer base’s emotional needs will help you determine what shopping style they’re looking for.

Types of brick-and-mortar shopping experiences

Some brick-and-mortar stores offer an experience (think IKEA). A good example of this is Adidas. Some Adidas stores have a treadmill in them so customers can try shoes on. They even have fitness coaches to give advice on the best shoes for the customer’s fitness preferences.

Others want a quick and simple experience. If this is your customer base, automate as much as your store as possible. Make sure you have a robust website with updated product and speedy online response times.

Of course, you can always shoot for something in the middle. (Think classes for your customers who want an experience and as much automation as possible for customers who would rather avoid interaction). Whatever it is, we hope your customers think of you as a trusting, helpful, and enjoyable brand!

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Cybersecurity Best Practices for Small Businesses

Cybersecurity image

We’ve blogged about it before, but it’s always good to return to the subject of cybersecurity. The reality is, every business is going to suffer a cyber attack. Each day your business goes without protection is one day closer to that happening. Check out the below to ensure your assets are covered.

Things to consider

Facebook was down for a total of six hours on Monday, October 4. If it can happen to them, it can happen to you too.

Something else to consider is your cloud. Currently, less than one-third of businesses monitor abnormal behavior across their cloud environment. More important than the cloud however, is your email. Currently, 94% of breaches enter through the email.

When looking to protect your digital assets, think of your enterprise wide system, and what you need to do to cover your bases. Check out some below tips for small business from the FCC.

FCC Cybersecurity Tips

  1. Train your employees. Make sure your employees know to use strong passwords, and the information below.
  2. Keep clean machines. Make sure you’re operating on the most updated software.
  3. Get a firewall. Also ensure employees that work remote have a firewall installed on their system.
  4. Backup important information. By this point, this is a given. But it’s always good to have a reminder.
  5. Create accounts for employees. This prevents use of business computers by unauthorized individuals (in other words, your children).
  6. Secure your Wi-Fi.
  7. Use best practices when it comes to online banking. Ensure your bank is using the most recent anti-fraud software available.
  8. Limit employee access. No employee should have access to all data. If you can, also limit what software they can download.
  9. Passwords/authentication. Currently, two-factor authentication is the safest way when it comes to securing your passwords.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Company Culture: If you can’t find it; make it!

Work culture

Culture. It may seem like a trendy word, but it is everything in the workplace. Read on to learn how you can improve yours.

What is culture?

Have you ever found yourself in a job you like, but the culture was holding you back? When you’re removed from the situation it can be hard to remember how horrible it was.

Before we jump into that however, what is it? Obviously, culture is about people, and company culture is how your work environment makes them feel. It goes without saying, but your business’s culture should make your employees feel welcome, secure, and optimized to succeed.

What benefits your employee benefits your company also. Recognizing and valuing your employee’s skill set, giving them opportunities to learn and grow, and leaving an open door for dialogue are all great ways to accomplish a positive work culture.

Pros and cons

The negatives of a poor culture are obvious. High turnover, struggling employee mental health (that ultimately impacts customer interactions), and feelings of defeat.

Being open to criticism on how you can improve is critical for improving your current work culture. It’s amazing that even in 2021 there are still books being written about things such as gender and strategizing around the workplace as it currently is. I’m just taking a stab in the dark here, but I think it may have something to do with the close-mindedness of managers in all industries.

Finally, keep in mind that the stress you feel about the direction your business is heading rubs off on your employees. It’s not easy to run a business, but it sure is rewarding. Make sure your employees can feel that too.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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2021 Autumn Trends

Autumn trends

This week marks the first official week of autumn. With Quilt Market being postponed, we thought we’d help you get ahead of this fall’s trends.

What’s Trending

True to the autumn season, velvet is hot. More specifically, stock your selection with crushed velvets. The variegated tones are a nice change from the typically solid-toned texture.

Knitting is also back! Get people prepped to spend a winter indoors with patterns for sweaters and other applications for the chunky knit design. While stocking your yarn, keep in mind cream is this season’s favorite color.

Speaking of yarn, Western styles (with fringe included of course) is going to be everywhere. Fringe will especially be seen on scarves, coats, and other layering accessories.

Autumn Favorites

Earth tones have always been a staple to mark the transition to winter. This year’s top color is a warm brown-orange (think clay) or more specifically the color Adobe by Pantone.

On top of this, greens are back. Any green from the range of a true tone to a loud and bright one, verging on the brink of neon. This might be due to the hints of the 80s we keep seeing around. A lot of these hints include mixed prints also.

What are you waiting for? Add the above themes to your store (that I’m sure is already decked with pumpkins, gourds, and cinnamon-like smells).

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Partner with an Influencer

Influencer

Partnering with an influencer is a great idea if you’re looking to expand your audience. Read on to find out what a partnership could look like.

Where to Begin

When you hear the word influencer, social media is likely the first thing that comes to mind. And you wouldn’t be wrong! The term influencer stems from marketers who utilize people with a strong social media influence. (Did you know there are now companies that act as agents on behalf of these influencers? Crazy times we live in!)

Just how influential these influencers are doesn’t really matter (and hasn’t really been defined). This is good news. This means you can reach out to anybody in your area with a large following to get your brand to a larger audience. Plus, the same works for them as well!

Influencer Campaigns

Before you reach out to an influencer, make sure you have a campaign in mind. This means your campaign will be different based on who you’re reaching out to. Also be open to their ideas and/or changes.

Starting with a charity event is a great place to start (or any other event without profit involved). This way you get a good idea of how you work together without getting into the weeds. If things go well, you can consider more frequent and larger campaigns.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.