Developing an effective phone script can help your shop make the best possible first impression.

If done right, merchandise can be a powerful customer retention and acquisition tool.

Use these digital marketing tactics to get customers in and keep them coming back for more.

Five changes to shop processes that have helped bridge the social distancing gap between them and their customers.

How appealing to the next generations can reignite your passion for your business.

How the 2020 Operator of the Year is constantly investing in his own operation, as well as his franchisee network and the industry itself.

The factors that play into whether to include certain retail items or to not.

How operators shaped a negative situation into a positive outcome.

Heed these communication tips for handling angry customers or staff.

In a rare dual-case study, two operators talk about why loyalty programs can be right or wrong, depending on the business.

Avoid these phone call mistakes to provide the best customer service possible

 These five books offered lessons in management and leadership for these notable industry players.