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12 Eye-Popping Quotes from RetailNOW 2017

submitted by Jim Roddy

I’m sorting through my notes and Twitter feed from #RetailNOW2017, held Aug. 6-9 at Paris Las Vegas, and noticed tons of quotes I think you’ll find interesting and insightful.

Lessons from the front lines: inside a Communication Workshop

submitted by Jim Roddy

I’ve peered inside businesses large and small, and the only org I’ve seen that had everyone on the same page was when I was a self-employed sole proprietor. And that communication Shangri-La lasted only until I hired my first part-time employee.

Without Critical Thinking, Your Business Will Start Sinking

submitted by Jim Roddy

If I was limited to teach just one business concept to my organization, I’d choose Critical Thinking. Critical Thinking helps you in every situation – hiring, employee management, conflict resolution, customer service, strategic planning, and even choosing what to serve at the annual holiday party.

U.S. shift to “automation nation” can benefit retail IT resellers – or wreck them

submitted by Jim Roddy

Will you adapt your business to take advantage of automation, growing your sales and increasing your internal efficiencies? Or will you be a victim of automation, another worker displaced because you lack unique skills?

Retail Staff Must Read: Team Shares Top Lessons, Takeaways From “Raving Fans”

submitted by Jim Roddy

As part of a company's professional development program, I recently discussed with their staff the customer service classic "Raving Fans" by Ken Blanchard and Sheldon Bowles. I'm happy to share the group's four "golden nuggets" with you.

Retail IT Provider CEO Email: How Do I Create A Candid Organization?

submitted by Jim Roddy

Here’s an email exchange I had recently with the CEO of a retail IT solution provider about creating a culture of candor in his organization. To protect their privacy, all names have been omitted (except mine) and minor edits were made to the text. But other than that, this is the unvarnished truth.

RSPA INSPIRE Speakers Echo Key Growth Principles for Retail Resellers

submitted by Jim Roddy

Conference keynote speakers should make you pause from the day-to-day of your business and think about your org’s strategies through a different lens. That’s exactly what the authors of the book The Roadside MBA did across three mornings at RSPA INSPIRE 2017 held at the St. Kitts Marriott.

Recommended Reading For 2017

submitted by Jim Roddy

For over a decade I've tracked the best books I've read and compiled them into a list we call "Roddy's Recommended Reading." Categories include Customer Service, General Business/Strategy, Hiring, Leadership, Management, Personal Development, and Sales/Marketing.

“PIC” Your Battles With Angry Customers

submitted by Jim Roddy

The most invigorating part of the customer service training sessions I deliver to Vantiv partners are the customer complaints. Screaming, swearing, accusing, abusing – these stories had everything. We cut through all those emotions and discussed techniques to effectively de-escalate upset customers.

11 Fast Thoughts From RetailNOW 2016

submitted by Jim Roddy

RetailNOW 2016 in Dallas went by like a blur. Let me try to share some highlights from what I saw (and can remember) at the retail IT channel's #1 event.