Rosen's gives service an identity all its own

Article Abstract:

Rosen's, a retailer in East Stroudsburg, PA, adopts a proactive rather than a reactive approach to customer service that converts its shoppers into potential clients. The method allows customers to be more understanding which in turn creates more flexibility for the retailer, said Rosen's owner Carmen Valleri. As a policy, Rosen maintains a service schedule designed to solve its customer's problems within 72 hours as well as a 30-day unconditional return policy that has resulted in a zero return rate. Through the approach, Rosen's sales manager and sales force are freed from the responsibility of handling customer service to focus on developing clients.

Comment:

Adopts a proactive rather than a reactive approach to customer service that transforms its clients into shoppers

Marketing procedures, Retail Stores, Rosen's

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Shepherd creates recruiting arm

Article Abstract:

Shepherd Management Group (SMG) of Atlanta, GA, the furniture retailing consultancy firm, has established Shepherd Retail Recruiting, the firm's management placement and recruiting services unit for home furnishing retail companies. The new unit, which will be under the leadership of Sam Leder, a senior account manager for the parent firm, will handle the task of searching for for top-quality personnel to fill management positions for its client retail establishments. Leder, a 30-year veteran of the retail industry, said that finding the right manager has a major role in a retail business' success.

Comment:

Has established Shepherd Retail Recruiting, the firm's management placement and recruiting services unit

Organizational history, Management Support Services, Administrative Management and General Management Consulting Services, Shepherd Retail Recruiting, Shepherd Management Group

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