Author: Rich Lindblom

There’s an old saying that Albert Einstein is credited with having coined. 

If you want to impress a customer, find a way to surprise them. Go above and beyond the call of duty and provide a courtesy, a service or a gift they didn’t expect. 

In this day of equally impressive websites, customer service remains a key point of differentiation between box stores and independent retailers.

If you’ve read any of my previous articles, you probably know that my family once owned a Chicago-area appliance store.