In Praise of Silence: when it pays to listen

According to strategist Jeff Mowatt, stressed customers will open their hearts — and wallets — when a retailer’s quiet confidence signals an understanding of their needs.

Good Managers Learn to Set the Right Tone

To inspire others, a leader needs to be an optimist as well as a realist, says customer service consultant Jeff Mowatt. Here are four tips for achieving that magic mix.

Give Your New Hires a Leg Up

Retail strategist Jeff Mowatt has a problem with how young people are being prepped for the workplace. Actually, he has three of them. And he has a solution that can pay off for everyone — helping new employees strengthen service and communication skills.

Competing with Discounters: “different” can make the difference

Outshine discounters by offering unique products and services that meet your customers’ needs, says retail service strategist Jeff Mowatt.

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