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Let’s stop kidding each other and be honest…
When a customers' experience in your store was crappy, they won’t be back.
And let’s put a finer point on it… when shoppers don’t return, it's because of your employees.
And that is employees at both ends of the spectrum.
They either have been around so long and know too much that they can come off elitist, judging, disinterested and intimidating, or they’re so new that they know too little and can come off as ignorant.