‘Strictly Business’

Striking it Rich: how to work with upscale customers

Easy to forget, but well-heeled customers want the same things as everybody else. Retail strategist Jeff Mowatt has five strategies for dealing with the higher net worth set.

Zen and the Art of Employee Retention

Higher wages aren’t always the point, says service strategist Jeff Mowatt. Hanging onto good staff means keeping them interested. And on-going professional training is one of the keys.

Getting Along: why traditional team-building can fail

Forget typical team-building approaches and instead create customer-focused goals to bring employees together, says Jeff Mowatt, customer service strategist.

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.

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