Twice in the past week I have witnessed a confrontation between a customer and a stores salesperson.

I always have prided myself on being a pretty good time manager.

Every once in a while we all come upon an outstanding customer-service experience.

In my last article I covered five important points that RWS learned from its survey of almost 1,800 consumers of durable goods.

Being an independent retailer/wholesaler of durable goods today is not for the faint of heart.

Omnichannel today is cross-channel being done well.

Omnichannel is a multichannel approach to sales and marketing that seeks to provide the customer with a seamless shopping experience.

My single biggest concern and frustration in this industry has been and continues to be poor business-management habits.

On Friday, Aug. 19, I received a call from my good friend, Ken Rohl, who shared that ROHL was being acquired by Fortune Brands.

The secret to delivering exceptional customer service to the folks coming through your showroom doors.