Retailers Forum Magazine July 2026

S

URCES FOR GENERAL & VARIETY STORES

retailers

www.retailersforum.com

FORUM

VOL. 46 NO. 03

JULY 2026

Connecting Wholesalers and Retailers Since 1981

DESIGNER HANDBAG CLOSEOUTS!

Authentic Designer Brands - Great Pre-Owned Condition -- Lowest Prices! Prices!

Started Started in in 2007 2007 our our unique company sources quality authentic pre-owned pre-owned

designer designer handbags for for independent retailers and online sellers to to offer offer to to their their shoppers.

NEW ITEMS WEEKLY - INVENTORY 50-75% OFF RETAIL

Ted Ted Baker- Baker- Bovine Leather

Floral Floral Crossbody $ $ 68.99

Michael Kors- Gold Chain Strap

Cole Haan- Ivory Leather

Leather Handbag $ $ 32.99

Cinched Tote Bag $ 118.99

Kate Spade- Small Bright Coral

Leather Chain Bag Bag $

38.99 $ 3.1 3.1 Phillip Phillip Lim Lim - Leather - Leather & Metal & Metal

Studded Purse Purse $ 248.99

$ Hermes Hermes - Cobalt - Cobalt Blue Blue

“Kelly”

“Kelly”

Convertible

Convertible

Satchel

Satchel $ $

8,998.99

8,998.99

Louis Louis Vuitton Vuitton -- Brown

Monogram Monogram Print Print Convertible

Gucci - Vintage Brown Reptile

Messenger

Messenger

Bag

Bag

W/

W/

Cindy

Cindy Textured

Textured Gold Chain

Chain

Handbag

Handbag

Sherman

Sherman

Patche

Patche $ $

3,498.99

3,498.99

W/

W/

Coin

Coin

Purse

Purse $ 1,652.99

1,652.99

Fendi Fendi - - Tan Tan Monogram Monogram Print Print

Convertible

Convertible

Satchel

Satchel

W/

W/

Red

Red

Leather

Leather

Trim

Trim $ 899.99

$ 899.99

Miu Miu Miu Miu - Pink - Pink Quilted Quilted “Vitello “Vitello

Shine

Shine

Trapu”

Trapu”

Convertible

Convertible

Satchel

Satchel $ 500.99

$ 500.99

Moschino- Tan & Brown Prada- Black Leather Bag Versace- Black Patent Versace - Metallic Gold Reed Krakoff - Color

Moschino- Leather Tan Snakeskin & Brown Prada- Black Leather Bag Versace- Black Patent Versace - Metallic Gold Reed Krakoff - Color

Shoulder Leather Snakeskin Bag $

w/ Piping $ 451.99 Snakeskin Shoulder Monogram Silk Jacquard Bag Block Leather

148.99

Snakeskin Shoulder Monogram Silk Jacquard Bag Block Leather

Shoulder Bag $

w/ Piping $ 451.99

Bag $

748.99 w/ Leather Trim $ 548.00 Handbag $ 626.99

148.99

Bag $

748.99 w/ Leather Trim $ 548.00 Handbag $ 626.99

OUR WEBSITE UPDATES WEEKLY - SHOP ONLINE OR AT ONE OF OUR 4 NORTHEAST STORES

OUR WEBSITE UPDATES WEEKLY - SHOP ONLINE OR AT ONE OF OUR 4 NORTHEAST STORES

Kate Spade- Small Karen

Beauville Kate Spade- Leopard Small Bag Karen

$ 78.99

Beauville Leopard Bag $ 78.99

Bottega Veneta- Velvet &

Bottega

Tortoiseshell

Veneta-

Embellished

Velvet &

Tortoiseshell Handbag Embellished

$ 1,064.99

Handbag $ 1,064.99

Brooks Brothers-

Brooks

Large

Brothers-

Leather

Shoulder Large Bag $

Leather 33.99

Shoulder Bag $

33.99

Dooney & Bourke- Tan

Dooney

Embossed

& Bourke-

Leather

Tan

Shoulder Embossed Bag Leather

$ 96.99

Shoulder Bag $ 96.99

www.BagCloseouts.com

www.BagCloseouts.com

Page 2 JULY 2026 | RETAILERS FORUM MAGAZINE

Coach- Tan Monogram

Coach-

Canvas

Tan

& Leather

Monogram

Shoulder Canvas Bag & Leather

$ 33.99

Shoulder Bag $ 33.99

BODYCANDY

B O D Y J E W E L R Y ®

Surgical Surgical Steel Steel replacement BeadS BeadS with with deSignS...$2.99 each

Sterling Silver Silver ear ear StudS...$8.75 each each

SPECIAL

BULK DEAL 1

BULK DEAL STUD

STUD

EARRINGS

EARRINGS

Display Case

Display Case

- Assorted

-

Designs

Assorted

72

Designs

Pairs

72

Pairs

$99.75

$99.75

SPECIAL

BULK DEAL 2

BULK DEAL 2

ROTATING

ROTATING

BODY

BODY

JEWELRY Display

JEWELRY

Case with 216

Display

Assorted

Case

14ga

with 216

Belly

Assorted

Button

14ga

Rings

Belly

Button Rings

$495.00

$495.00

www.BODYCANDYHQ.com

www.BODYCANDYHQ.com


This is a Buying Guide for

RETAIL STORE OWNERS

Presented within the pages are the latest offerings from the country’s

leading merchandise wholesalers. The advertisers herein sell strictly

wholesale and require that you purchase with the intent of reselling

through retail channels.

How To Use THis DirecTory

☛ Locate the products that interest you.

See our product directory located on

pages 6 & 7.

☛ Make direct contact with advertiser.

Most will have catalogs and price lists

for you.

☛ Order your merchandise, which will

be shipped directly to your store.

The ONLY Monthly National Magazine

for Independent Retailers

FORUM PUBLISHING COMPANY

383 East Main Street, Centerport, NY 11721

www.RetailersForum.com

CONTACT US:

TEL: 1-800-635-7654

FAX: 631-754-0630

Email: ForumPublishing@gmail.com

RETAILERS FORUM MAGAZINE | JULY 2026 Page 5

Sell to over 60,000

stores through Forum

631/754-5000

Start.

USA COSTUMERS

Light Up Without

Lighting Up!

Grow. See our ad on Page 23

Repair.

Our specialty is helping small and

mid-sized businesses achieve success.

Contact us for free consultation.

1-800-433-7002

info@ForumBA.com • www.ForumBA.com

See our ad on page 62

LIGHT • Kits

E-CIG

see our ad on page 45

H2 E-Cig Round

Mouth Atomizer

$1.85

Electronic

Cigarettes

Full Service Wholesaler • We Ship Worldwide

• Disposables

• Atomizers

5mL Bottle

E- Liquid E-Juice

for E-Cig $1.30

• E-Cig Batteries

E-Case w/2

Cigarettes + 1 USB

Charger $10.50

E-Cig kit Includes 1 cig,

10cartridges, Wa l, USB,

Car Chargers $6.50

Round Mouth E-Cig

3.5ml Atomizer Set

w/Coil Heads $3.83

SMALL

BUSINESS

CONSULTING

ForumBA.com

Ad on Page 36

• E-Liquids

• E-Cig Accessories

TIME MAKES MONEY

TIME

WHOLESALERS

SHISHA Zero

Nicotine Disposable

E-Cig $3.45

www.Lightecig.com

see our ad on Page 29

We Dropship - Distributors WanteD • Scroll website to bottom - Click on WHoLESALE

SNEAKY SAVINGS ON SNEAKERS

See Our Ad on Pg 59

BLING IT ON!

HipWholesale.com

Does anybody

read these?

CALL 631-754-5000 and

you’ll get a FREE 3-mo.

subscription!

Congratulations to

PERI’S MOVING UP!

NORTHPORT, NY

JULY 2026

ADVERTISERS

INDEX

PLEASE PATRONIZE THE LEADING WHOLESALERS

WHO ADVERTISE IN

RETAILERS FORUM MAGAZINE

THE TRUSTED BUYING SOURCE FOR RETAIL STORES!

ADVERTISING

RATES 09

APPAREL

BLANK TEES 18

BOUTIQUE CLOSEOUTS 65

CLOTHING WAREHOUSE 35

DD BULK 20

FASHIONABLE SALES 31

FLIRTY WHOLESALE 50

STYLISH PLUS 63

T SHIRT HOUSE 16

T SHIRT REP 49

UIN DEALS 41

USACOSTUMERS.COM 62

ASSORTED ITEMS

1 STOP WHOLESALE 33

AUCTION FINDER 34

BEAN WHOLESALERS 68

CLOSEOUTS FOR SALE 37

DOBA DROPSHIP 15

EVERYTHING CLOSEOUTS 32

EZ DROPSHIP 28

HEAVENLY WHOLESALE 54

MEGA UBID 56

RAMSONS IMPORTS 21

RUSH SUPPLIERS 16

BOOKS & DATABASES

BUYERS CONTACTS

BACK COVER

CELLULAR

CELLCITY.BIZ 51

WHOLE-CELL 19

COMPUTERS

REFURB SHOPS 46

CONSUMER ELECT.

FIND IT CHINA 47

CREDIT CARD

PROCESSING

EXP MERCHANT 43

DISPLAY/SUPPLIES &

SERVICES

AVVO ADVISORS 70

E-STORE BUILDERS 48

3’x 5’ Flags $2.50 Each

Min.100 pcs

WHOLE BOOTH IN

THIS CRATE CONVERTED

TO TABLE

#1

BUYING GUIDE

FOR RETAIL STORES!

E STORE SIGNS 27

E-STORE SITES 64

FB CAMPAIGNS 20

FORUM ADVISORS 36

KWIK INC. 44

PAYROLL HELPER 66

PREMIUM CONVENTIONS 11

PROTECTION PLANS 30

SALES GROUP BAGS 52

VACATION PROMO 69

FOOTWEAR

SNEAKER CLEARANCE 59

3’x5’Embroidered Flags $14.00 Each

View our 148 page Catalog online !

www.RIOhio.com

HANDBAGS

$36.00 dz

BAG CLOSEOUTS 02

Hat Pins $6.00 dz

BAG VENDORS 22

$36.00 dz

HOME & HOUSEWARE

MERCHANDISE REP 40

$36.00 ut 72 pcs

JEWELRY/

Garden Flags

$48.00 dz

ACCESSORIES

BODY CANDY HQ 04

Metal Signs

$5.50 Each

Tri-Fold

$5.00 Each

$21.00 dz

BUND JEWELRY 57

3’x5’Embroidered Flags

$14.00 Each

Belt Buckles

$9.00 dz

Playing Cards

$18.00 dz

$24.00 dz

$21.00 dz

HIP WHOLESALE 23

$18.00 dz

5” Patches $36.00 dz

$39.00 dz

PPE SUPPLIES

$5.25 Each

PPE STOCKROOM 42

Garden Flags

48.00 dz

Leather Wallets $5.50 each

Magnets 3”x8” $18.00 dz

WindSocks

$48.00 dz

Min.Order

$150.00

$4.50 Each

R/C & TOYS

RC VARIETY 61

MADE IN USA

SOARING RC 58

Metal Plates

$27.00 dz

$48.00 dz

SPECIAL FEATURES

FORUM WORKSHOP 24

RETAILING NEWS 14

12”x18” Metal Signs

$5.50 Each

WHAT’S HOT 12

Belt Buckles

$42.00 dz

$18.00 dz

Metal Sign

$4.75 each

$30.00 dz

12” Metal Signs

$5.00 Each

$7.00 Each

SUNGLASSES

AMSTYLE 03

Patches $18.00 dz

Belt Buckles

$36.00 dz

3pc Magnet

Advertise in

See Page 9

12”x18” Metal Sign $5.25 each

BUSINESS BOOKS

www.BizBooks.org

SHIPPING AND STORAGE

USE TO BE DISPLAY BY CHOICE LLC

8” x 12” Metal Signs

MADE IN USA

COST SAVING - FACTORY DIRECT FAMILY OWNED - BEST SERVICE

AFFORDABLE $39.00 dz - STACKABLE

FOLDABLE - PORTABLE

Steve.Finn@premiumconventions.net

www.displaybychoice.com

Phone:702-281-3442

BACK LIGHT TOWERS WITH MERCHANDISE

$4.00 each

8” x 12” Parking Sign $18.00 dz

$15.00 dz

$42.00 dz

$15.50 Each

Leather Bracelet $18.00 dz

$24.00 dz

Best Friend Necklace

$24.00 dz/sets

1ut/5 dz Mood Rings $33.00 unit

Metal Sign

12”X18” $5.75 Each

PREMIUM TRUCKING AND CONVENTION

OUT OF THE BOX

30 YEARS IN BUSINESS

$36.00 ut/72pcs

$15.00 dz

BOOTHS!

Creative

Displays…

See our ad

page $6.00 11 dz Hat Pins Also

Gigantic

sold

Selection

by the

of Variety dozen! Goods

40 X 40 SLATWALL 40 X 40 DISPLAY BACK LIGHTED WITH WALL LIGHTED & SEE SIGN THROUGH SIGNS & FOAM GONDOLAS FLOOR

20 X 30 FREE STANDING BOOTH 40 FOOT BOOTH IN 20 FOOT AREA CRATES CONVERTED TO TABLES

36 pcBiker Ring

RAMSON’S

$39.00 unit

RISERS WITH BACK WALL ROTATING TOWER FOLDABLE PEDESTALS

See our Ad on Page 21

FOLDABLE RISERS FOLDABLE GONDOLAS FOLDABLE SHOWCASES

DROPSHIP TO PROFITS!

Tri- Color Necklace $18.00 dz

WHOLESALESOURCES.COM

INSIDE BACK COVER

DROPSHIPPERS

DOBA DROPSHIP 15

EZ DROPSHIP 28

JEWEL CLEARANCE 60

JEWELRY MINERS 55

SHAKE WHOLESALE 38

UNIVERSE WHOLESALE 17

LEATHER GOODS

TRADE SHOWS

ASD MARKETWEEK 25

WATCHES & CLOCKS

TIME WHOLESALERS 29

WATCH DEALERS 18

1000’s of Items

See our ad on Page 15

WHOLESALERS:

Increase Your Sales

By Advertising Here!

631-754-5000

Don’t Be A Drone!

BUY ONE!

www.RCVariety.com

E-CIGARETTES &

SMOKE SHOP ITEMS

LIGHT E CIG 45

LOGIC WHOLESALE 13

MAK LEATHER 39

NOVELTIES

CARTOON CONCEPTS 22

WEDDING ITEMS

SMARTEST BARGAIN 26

WELCOME

See Our Ad on Pg. 61

VISIT FORUM ON

THE INTERNET

View our latest books at

www.bizbooks.org

WE HAVE BUYERS

USA VAPE DEALS 53

COOL GLOWING 67

NEW READERS!

Databases for ALL Industries

www.BuyersContacts.com

ADVERTISING INFORMATION


VOL 28 NO. 2

JUNE 2008

MARKETING TIPS!

MERCHANDISE SOURCES

RETAILING TIPS

SELL LIKE AN

EGYPTIAN!

Reach Active Buyers with our Print Readership

Plus over 265,000+ Page Views Monthly Online

✔ Apparel and Accessory Stores

✔ Card and Gift Stores

✔ Discount and Dollar Stores

✔ Distributors and Jobbers

✔ General Merchandise Stores

✔ Internet On Line Stores

✔ Mail Order Catalog Sales

✔ Novelty and Toy Stores

✔ On Line Stores

✔ Resort and Souvenir Stores

✔ Sporting Goods Stores

✔ Variety Merchandise Stores

✔ Wholesalers

ESTABLISHED IN 1981 as a buying source for store

owners and wholesalers, Retailers Forum offers advertisers

a large national circulation to showcase their products

and services. Many of our readers are located in rural

areas where access to merchandise is difficult, making our

magazine indispensable to their buyers.

Through our unique direct mail and trade show

circulation we constantly rotate our mailing lists, adding

new stores monthly enabling us to deliver new, fresh

buyers each and every month you advertise with us.

In addition to your print ad, your company will be

featured in our digital on line monthly version at

www.RFmagazine.com. Our online magazine produces

over 265,000+ page views monthly for our advertisers,

which is in addition to our print and mail distribution.

Your online ad will link to your website and email

address and we provide unlimited transfers from our

readers into your website 24/7.

FORUM PUBLISHING COMPANY

383 East Main Street, Centerport, NY 11721

www.RetailersForum.com

CONTACT US:

TEL: 1-800-635-7654

FAX: 631-754-0630

Email: ForumPublishing@gmail.com


retailers

ADVERTISING RATES

AD SIZE 1 ISSUE 3 ISSUES 6 ISSUES 12 ISSUES

1/8 Page $400 $300 $275 $250

¼ Page $525 $425 $400 $350

½ Page $625 $525 $500 $450

Full Page $850 $750 $700 $650

2 Pages $1,350 $1,250 $1,150 $1,050

Prices shown per month, above rates include full color printing

ADVERTISING SPECS

1/8 Page: 2¼" high x 3¼" wide

¼ Page: 4‚" high x 3¼" wide

½ Page:

Full Page:

Email or provide CD of ad in exact dimensions as JPG, TIF or preferred

PDF format in CMYK color, 300 dpi resolution only

✔ Monthly print and mail magazine

✔ Online magazine and search marketing

✔ Distribution at top trade shows

5" high x 7.5" wide or

10" high x 3.5" wide

10" high x 7.5" wide

FULL MARKETING PROGRAM INCLUDED >>

Printed Magazine

• Your ad is featured in our printed

magazine circulated to buyers

across the USA. Includes distribution

at industry’s top trade shows.

Complete Digital Magazine

• Your ad runs on-line at

www.RFmagazine.com

• Over 265,000+ monthly page views

• Active link to your website

Search Marketing

• Your company included in the

industry’s leading search engine:

www.supplier411.com

• Saturation marketing coverage on

our new wholesale portal: www.

wholesalesources.com

THE MOST COMPREHENSIVE MARKETING

As the ONLY national magazine for independent retailers we will introduce

your company and products to the country’s top retailers and online stores

every month. Our all inclusive marketing program includes BOTH traditional

print readership in addition to extremely popular online e-magazine which

uses cutting edge technology to provide readers a seamless experience.

TOP INDUSTRY TRADE SHOWS 2026

JANUARY

Atlanta Gift Fair

Los Angeles Market Week

Philadelphia Gift & Variety Show

Seattle Gift Show

The Merchandise Center, IL

FEBRUARY

Magic Sourcing Show

New York Toy Fair

Off Price Specialist Show

Rocky Mountain Gift Show

MARCH

ASD Marketweek Las Vegas

Atlanta Spring Gift Show

California Marketplace

Dallas Apparel & Accessories Show

Greensboro Gift & Jewelry Show


APRIL

Hawaii Merchandise Expo


MAY

Las Vegas Licensing Show

New Orleans Gift & Jewelry Show

Northern Michigan Gift & Souvenir Show


JUNE

Dallas Gift & Variety Show


LA Fashion Market

JULY

Atlanta Gift & Home Furnishings

California Marketplace

Philadelphia Gift & Variety Show


AUGUST

ASD Market Week

Biloxi Wholesale Show

Off Price Specialist Show


Rocky Mountain Gift Show TBD

SEPTEMBER

Asia America Wholesale Show

Dallas Home & Gift Show

Greensboro Gfit & Jewelry Show

Hawaii Gift Show

Norton’s Gift & Variety Show

Philadelphia Candy & Gift Show


OCTOBER

Dallas Apparel & Accessories Show

Las Vegas Souvenir & Gift Show


NOVEMBER

Gatlinburg Gift Show

Hawaii Merchandise Expo


Smoky Mountain Variety

DECEMBER

Grand Strand Gift & Variety Show



Our Large Holiday Issue Hits The Mails Before Thanksgiving to

Maximize Advertisers Results!

We provide physical magazines at shows or email free

digital magazine to attendees using Attendee database lists.

* Show schedules are subject to change without notice.

From the

PUBLISHER

Retailers Celebrate

USA’s 250th Anniversary

As summer gets into full swing, it’s the

perfect time for retailers focusing on “funin-the-sun”

products. This season, we

can expect strong sales for recreational

equipment, summer apparel, and

accessories.

After a long winter and a rainy spring,

shoppers are eager for a pleasant shopping

experience.

With more people opting for staycations

this year, we’re likely to see an increase in

local foot traffic. Areas that were quiet last

summer should come alive with both locals

and visiting tourists exploring shopping

centers and districts.

For those in industries less impacted

by the summer rush, this is an excellent

opportunity to strategize for the upcoming

holiday season. Given the potential pricing

fluctuations from new tariffs and taxes,

now is a great time to stock up on annual

merchandise and take advantage of offseason

pricing.

Be sure to take some time this summer to

attend trade shows; they’re a great way to

discover the latest trends and hottest items

for your inventory. Summer is also an ideal

time to introduce seasonal merchandise in

your store.

Creating a special summer section

featuring pool toys, suntan products, and

other seasonal items is a low-cost way to

attract new customers even during quieter

months.

As retailers, we must adapt to the

changing marketplace and seasons to

ensure we remain top of mind for our

shoppers. I know of a local ski shop that

once attempted to sell summer patio

furniture during the off-season, but it didn’t

quite pan out for them. Instead, they host

a big sale on winter gear right before

summer and then close their business until

September. It made financial sense for

them to save on rent and expenses during

the slower months!

Always look for ways to reinvent your

business and improve your systems. Here

at Forum Publishing we’ve been doing

just that for the past 45 years. By staying

in tune with trends, especially as more

business moves online, we launched our

e-magazine and several search engines

to ensure our advertisers effectively reach

their audience. Always pivoting is key to

ongoing improvement.

Wishing you all a happy and healthy 4th

of July! It’s a wonderful time to celebrate

our country and remember the brave

service men and women dedicated to

preserving our freedoms.

RETAILERS

FORUM

SALES & MARKETING

Gregory Brown

Tom Richards

Scott Savitt

Martin Stevens

OFFICE MANAGER

Leah C.

PRODUCTION

LAPIZ DIGITAL

CREDIT DEPARTMENT

Kristine Hines

CIRCULATION

Discount Reading Svc.

LITERARY STAFF

Patricia Luebke

Jason Meyers

Rachel Spearman

COLOR PRODUCTION

Anchor Imaging

PRINTING

Composing Room

ART DIRECTION

Gregory Stevens

Martin Stevens

OVERSEAS OFFICE

Trade Channel

N.W. Guineastr 30

2022 PA Haarlem

Netherlands

+31-23-531-90-22

Published Monthly by:

Forum Publishing Co.

383 East Main Street

Centerport, NY 11721

Tel: 631/754-5000

Fax: 631/754-0630

forumpublishing@gmail.com


45 Years

1981-2026

RETAILERS FORUM is published monthly at $75/year USA,

$125/year foreign.


Entire contents copyright ©2026 by Forum Publishing.

Publisher assumes no responsibility for contents herein.

First and third class postage paid at Centerport, NY. Bulk

mail paid at NY, Brookfield, WI and Hooksett, NH under

private mail indicia via publication mailing.

PREMIUM PREMIUM TRUCKING CONVENTIONS

AND CONVENTION

MADE IN USA

MADE IN USA

COST SAVING - FACTORY DIRECT FAMILY OWNED - BEST SERVICE

AFFORDABLE - STACKABLE

FOLDABLE - PORTABLE

30 YEARS IN BUSINESS

Steve.Finn@premiumconventions.net

www.displaybychoice.com

SHIPPING AND STORAGE

USE TO BE DISPLAY BY CHOICE LLC

Phone:702-281-3442

BACK LIGHT TOWERS WITH MERCHANDISE

40 X 40 DISPLAY LIGHTED SIGN & FOAM FLOOR

40 SLATWALL X 40 DISPLAY BACK WITH WALL LIGHTED & SEE THROUGH SIGNS GONDOLAS

20 X 30 FREE STANDING BOOTH 40 FOOT BOOTH IN 20 FOOT AREA CRATES CONVERTED TO TABLES

WHOLE BOOTH IN

THIS CRATE CONVERTED

TO TABLE

RISERS WITH BACK WALL ROTATING TOWER FOLDABLE PEDESTALS

FOLDABLE RISERS FOLDABLE RETAILERS GONDOLAS FORUM FOLDABLE MAGAZINE SHOWCASES

| JULY 2026 Page 11

WHAT’S HOT

For more information, contact:

www.MayberryRugs.com

Tel: 1-800-694-8003


www.JRpalacios.com

Tel: 1-956-421-2864


www.Forum123.com

Tel: 1-631-754-5000

GREAT RUGS SINCE 1992

THEIR story began in 1992 with a simple mission: to provide affordable,

quality rugs to local flooring stores, flea markets, and variety retailers. As a small,

American-owned family business, they started with determination, a strong work

ethic, and a deep appreciation for the customers who supported them from the

very beginning.

TODAY, Mayberry Rug is proud to offer an extensive selection of running line

rugs as well as one of the largest inventories of closeout rugs in the industry.

Whether you’re a retailer, designer, or homeowner looking for something unique,

they strive to offer something for everyone — without ever compromising on

quality or service.

IF you are looking for great designs, the best quality and fast moving items

you need to contact Mayberry. The hot items of the month is their American

Destination Collection, right on time for America’s 250 th !

#1 SOURCE FOR WESTERN ITEMS

JR Palacios has been a leader in the Western products space since 1983

and we at Forum are honored to have been marketing for them for decades

to spread the word about their tremendous line of merchandise. If you are

looking for a knowledgeable and reliable supplier you have found them here

with this well- established provider of all things western.

Whether you are looking for genuine leather belts, wallets, purses or cowboy

hats you will find a big selection at the best wholesale prices anywhere in the

USA. And the company also has a large assortment of Mexican imports that

have become very popular over the last few years. JR Palacios is the Cinco de

Mayo headquarters providing retailers and vendors with top quality Mexican

apparel and accessories at sharp prices. They also have a kids department that

will blow you away with the beautiful items and prices.

THIS month’s hot item is their Rhinestone cowboy hat priced at just $14.50

while supplies last. Other styles priced as low as $9.50!

MAKE MONEY WITH

CLOSEOUTS

AS retailers, whether we are selling in a physical location or online we

need to have the most wanted goods at the best prices. The problem these

days is that goods have been costing more and our margins have been

shrinking. Retailers, flea market vendors and online sellers need to get

ahead of the curve.

THIS is why we all need to add closeout merchandise into our mix.

Closeouts are simply goods that have been overbought, packaging changed

or from a business that ceased. You can buy first quality items for pennies

on the dollar...WHEN you know where to buy them. Our CLOSEOUT

DIRECTORY shows you where with our listings of 100’s of closeout

dealers. Just $29.95 book or PDF.



RETAILING NEWS

The Squishy Dumpling Phenomenon

FIVE Below did not create the squishy dumpling trend. The small, squeezable toy had been sitting in

the company’s assortment for roughly five years before exploding into mainstream popularity this spring.

“I would love to say that we created the dumpling trend,” Park said on the company’s earnings call.

“We started seeing it pop up in social. What we did was amplify what was becoming hot, and that is a

special skill, and I do think we can use it to then create trends on a go-forward basis.”

THE amplification strategy involved three steps, Park explained: social listening to identify what was

gaining traction, active engagement and reposting to accelerate momentum, and then building out a

broader assortment of squishy products to sustain traffic beyond the initial spike.

“IT’S not the what, but the how,” Park said.

THE company held a dedicated in-store squishy dumpling event in mid-May that CFO Dan Sullivan

described as a “cultural zeitgeist.” However, Sullivan was careful to temper investor expectations about

the event’s direct financial impact. “I would caution against the notion of this event being a meaningful

catalyst to the comp profile for the quarter that we’ve built,” he said. “[It was a] one-day event, essentially,

of one item with intentionally constrained supply.”

THE squishy trend did affect basket dynamics. Park noted that customers drawn in by the dumpling

event tended to buy smaller baskets than typical shoppers, which contributed to transaction growth

of 19% outpacing ticket growth of just 4% in the quarter. “Those baskets typically are smaller than the

broader baskets, and that kind of explains why you see ticket not being quite as high or equally as high

as other quarters,” she said.

Neiman Marcus closes landmark Dallas store

NEIMAN Marcus will close its downtown Dallas department store, ending months of speculation and

delivering another blow to the central business district landscape.

THE iconic store is set to shutter at the end of September as the company turns its focus on the NorthPark

Center amid a bankruptcy process with Saks Global, which acquired Neiman Marcus at the end of 2024.

The closure will close the chapter on a multidecade run for the retailer that had acted as a fashion

beacon for the region.

“IT is not an easy decision, but it is a final decision,” said Geoffroy van Raemdonck, CEO of Saks

Global. “The rationale is really we’ve looked at multiple criteria, but it’s mostly the criteria of what are the

customer preferences and where is demand, and what we see is that there’s a shift in the retail map in

Dallas.”

THE downtown Dallas store was a flagship property for Dallas-founded and headquartered Neiman

Marcus until the chain was purchased by upscale competitor Saks Global in 2024. For more than a century,

the building was the epicenter of luxury retail in North Texas and welcomed some of the world’s biggest

names in fashion such as Christian Dior, Sophia Loren and Gloria Vanderbilt.

WITH the change, Neiman Marcus plans to infuse elements of the downtown store and its history into

the NorthPark site, according to the company. This includes reimagining the Neiman Marcus Cafe into

The Zodiac Room and celebrating other pieces of its history.

For Late-Breaking Industry News Visit: www.RetailersForum.com

If It Affects Retailing We Report On It!



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Getting

forumworkshop

and Keeping

Getting & Keeping

Your Shoppers

Your Shoppers

In Any Economy

in A N Y Economy

THE BEST AT THE

ART OF WINNING

The World Institute for Service Excellence recently

came out with a recognition list. Every

two years, the Institute updates its list based on

these eight areas in which an organization must

demonstrate excellence:

1. quality product-service delivery

2. customer relations

3. employee feedback system(s)

4. employee motivational-incentive

performance programs

5. sales and marketing programs

(consumer-trade)

6. communications to

employees and customers

7. recognition within their respective industry

and/or global operating environment by

peers and/or other evaluating entities

8. having programs-efforts

in place for a period of years

In selecting the cases, multiple factors were

taken into consideration. These include:

1. a desire to provide examples with direct

employee involvement that demonstrated the

promises within this text in terms of dealing

with the delivery points of encounter

through established programs;

2. cases that demonstrated a relationship

between customer recognition and employee

motivational programs, resulting in

measurable gains in sales or market share;

3. both internal and external

“communications” programs which reached

their respective targets successfully; and

4. an intentional mix of industries and

companies to provide multiple case examples,

from global, to national, to regional-local,

and from very large to very small in scope.

Special focus was placed on the consumers’

perspective in finalizing selections. In essence,

these are the “consumers’ choice” of organizations

which meet their needs the best.

As you look over the list of companies, think

about your own experiences as a consumer of

these firms’ products and services. What have

these companies done to win or lose you as a

customer? Note how these firms recognize

their customers’ needs, perform to keep these

customers, win new customers, take market

share, employ different strategies relative to demand,

use sales techniques, and become the

winners in a highly competitive world marketplace.

continued...

RETAILERS FORUM MAGAZINE | APRIL 2018 Page 37


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Millions of consumers have responded positively

to their sales and marketing messages.

They have retained customers and taken market

share with their proven strategies. Make

your own list of what you can do to keep customers

and gain market share.

forumworkshop

FORUM WORKSHOP

It should be noted there are many firms

that could be recognized for their quality

programs, customer-sales efforts and

service excellence achievements.

Many have been recognized in other works,

through the various award programs, and in

case studies over the years. The fact of the matter

is that quality and service excellence is now

a focal point and driving force for many organizations

around the globe. More than one or

two organizations stand out in virtually every

industry. This is a tribute to our improving

business society – as both business and government

sectors continue to strive for quality. Let’s

now look at a few extraordinary case examples.

continued...

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CASE EXAMPLES

The companies profiled here exemplify all key

principles discussed in this text. They stand

out in product-service quality, delivery, sales

and marketing. They are “customer focused,”

instead of “self-focused.” They recognize the

employee as the key asset in keeping

customers in good times and bad. They are

the best at what they do – the winners.

AMERICAN EXPRESS

American Express has long believed should

be the goal of its businesses worldwide. The

Chairman of the company also carries the title

of Chief Quality Officer to help convey this goal

to the entire organization. American Express

goes beyond the signals and supports their

forumworkshop

FORUM WORKSHOP

quality performance

with a lot of

substance, all focused

on one goal

– better customer

service.

Basic

substance

begins with superior

training (at

their “quality university”) and full support of

senior management. American Express publishes

an annual quality management report. Its

focus is to emphasize that the corporation is in

the customer service business. Employees are

routinely expected to go beyond the normal

procedures to provide outstanding customer

service. Those who do are recognized by a corporate

award program.

continued...

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forumworkshop

FORUM WORKSHOP

Like many service organizations,

American Express has numerous

customer bases to address.

The two largest

are their cardholders

and those

who use their

worldwide travel

services. Necessarily,

a lot of time

is devoted to seee

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of becoming a

source of conflict.

American Express recognizes and practices the

steps to customer satisfaction successfully with

an immense and diverse group of customers

around the globe. It focuses on such customers’

needs as timeliness, accuracy, responsiveness,

and immediate resolution at the first point of

encounter.

Customer satisfaction is constantly monitored

and, when new customer needs emerge, new

services are implemented to meet these needs.

These new services come from one principal

source according to company executives, who

at the first International Quality Service Summit

stated, “Virtually every new service introduced

by American Express during the past ten

years came directly from the suggestions and

expressed needs of the customers themselves.”

continued...

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RETAILERS FORUM MAGAZINE

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| DECEMBER 2025 Page 31

forumworkshop

FORUM WORKSHOP

In addition to listening to their customers,

American Express employees are asked

to spend 10% of their time striving to

improve their job of delivery service.

The result is many internal and procedural

changes resulting ultimately in

better service to the customers.

American Express wants its customers to feel

that it is the only company they want to do

business with.

American Express sincerely believes that the

key to success begins with not only pride and

motivation of the employees, but with ongoing

research into both job enhancement and customer-needs

identification. It utilizes sophisticated

research techniques and the latest

technology to quantitatively assess the needs of

the customer. From these assessments delivery

of service improvements and new services are

developed for its card membership. Ultimately,

continued...


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forumworkshop

FORUM WORKSHOP

To sell consumers on American Express requires

a multifaceted marketing approach. For

the end user (actual cardholders and prospective

new cardholders), American Express has

employed an arsenal of marketing messages

and weaponry. Advertising has imprinted messages

such as:

“DON’T LEAVE HOME WITHOUT IT!”

constantly reinforced – an image of quality,

competence and service excellence on an array

of services.

You can probably recall the television

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American Express’s global assistance line.

in just about every American’s memory bank.

More messages associated with service, reliability,

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the end user as both retention and trial marketing

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the promotional or sell strength, the image is

continued...



forumworkshop

FORUM WORKSHOP

American Express deals with virtually every

customer character type on earth, yet there are

certain common elements to their success formula.

These include getting employees involved

to better their jobs so they can better

service the customer; a passion for listening to

the customers’ needs and responding with action

and implementation of new services

promptly, accurately and with dependability

around the globe with targeted marketing messages;

reinforcing their quality image in how

they promote and market their brand; and having

the basic quality systems fully operating

and in place at all customer contact points.

I would be remiss if I didn’t emphasize some

of the innovative services introduced year after

year by the industry leader – things we now

take for granted – because American Express is

Start.

Grow.

Repair.

there doing it for

us. Things like: cash

when and where

we need it; replacement

of lost travelers

checks (not to

mention the checks

themselves); global assist programs which help

their card members with virtually any need,

anywhere on earth; Gold cardholder account

statements and categorizations at year end that

make preparing your tax returns comparatively

easy; a product-service guarantee program that

makes returns simple and workable (Returnaraound

Rhondas love you, American Express);

very high credit (the Mr. Important Irvings perceive

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services; lost luggage assistance; and the

list could go on for pages.

continued...

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forumworkshop

FORUM WORKSHOP

In essence, American Express quality service

levels and innovative new service offerings

have improved an entire industry as competitors

strive to keep up with the leader. Leadership,

quality service, customer satisfaction, and

marketing are what make American Express a

winner and in the category of the very best at

service and sales excellence. “Membership has

its privileges!”

AT&T

Until the breakup of AT&T, most consumers

didn’t view Ma Bell as providing a

service, or for that matter, services.


People take for granted those daily conveniences

that are actually quality services until

they experience disruption, change or alternatives.

Such

is the case of

AT&T. Be it

the pace of

technological

change,

the vastness

of the AT&T

service

spectrum

and innovative

marketing,

or comparison with its new competition,

finally AT&T is now being recognized as a

quality service provider. Let’s examine how

AT&T retains market share, keeps existing customers

and adds new ones after a period when

multiple competitors made inroads in the marketplace.

continued...

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forumworkshop

FORUM WORKSHOP

First, one must recognize AT&T is a very well

managed, well run corporate entity – not a bureaucracy,

but a business. Its leadership is dedicated

to quality service excellence and its

senior management expert at marketing and

product development. AT&T, perhaps moe

than any other organization on earth, deals

with, and must understand, the needs of all

customer character types, individual market

segments, commercial market segments, and

multi-national entities. In all cases, AT&T’s

focus is on customer needs and services.

Second, AT&T lives with, practices, implements,

and causes change in the marketplace.

It is proactive at bringing customer needs and

new services together. It is innovative with its

product, service offerings, pricing, and marketing.

AT&T is all these things because each is addressed

with a formal plan, extensive product

and service research and development, consumer

market research and feedback systems,

and an investment in training its people.

☎

Third, AT&T

is a master at

one of its own

businesses –

communications

with the

marketplace

through direct

sales, mail, promotion, advertising, and marketing.

It communicates its technological accomplishments

in the form of new services and,

in doing so, is constantly reminding the marketplace

how it is acting to meet their needs.

continued...


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forumworkshop

FORUM WORKSHOP

=========== forum workshop============

Fourth, it recognizes virtually

every market segment

and its needs. For

example, to its corporate

customer, AT&T sends

messages emphasizing

their reliability and technological

superiority. For

others, such as the emerging

new customer (Junior Johns, Career

Cathies, etc.), they emphasize their overall

value and acceptance. To others, the message

may be price, and to still others, capabilities.

Fifth, it focuses on providing solutions

to consumer problems. It brings its

another, immense more resources serious to play flaw. for individual Members

problem resolution. AT&T thinks like

of Itel's management team "were aware

the best and acts accordingly.

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near the end of 1978 that Itel's

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serious difficulty and that

• CONFERENCE CALLING

Itel's computer-sales business

• DIRECT DIAL INTERNATIONAL SERVICE

was slowing and was threatened

by new IBM technology".

With this knowledge, Itel's

senior management sold thousands

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continued...

continued ...

Page 54 APRIL 2018 | RETAILERS FORUM MAGAZINE

Page 62 DECEMBER 2024 I RETAILERS FORUM MAGAZINE


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forumworkshop

FORUM WORKSHOP

Think about the value of just some of these

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help with a

modular

portable

phone. Think

of the news reporter

in the middle of a global crisis who went

to an AT&T phone and broadcast on-the-spot

coverage of events as they occurred. The combined

phone card and credit card was an enormous

success, far outstripping experts

predictions. AT&T waived forever the yearly

fee for customers who signed up in the first

year of offering – a risky Try and Keep offer, instead

of the usual Pay Later - Free for Now

offer used by many credit card offering companies

which waive the fee only the first year for

new customers. Result: AT&T grabbed significant

market share.

Each of these examples show a company

not only meeting needs, but improving

their customers’ daily lives – perhaps

even saving them!

continued...

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forumworkshop

FORUM WORKSHOP

At First International

Quality Summit,

cosponsored

by

AT&T, Randall

Tobias,

AT&T’s Vice

Chairman,

s t a t e d :

“While customers

are noticing improvements, we must

improve more and faster to continue exceeding

their expectations.” He went on to state that

“When there is technological parity, the market

share game will be won by those who are more

responsive to the customer ... Customer service

will become the critical factor in market differentiation.”

To achieve a quality service offering,

AT&T utilizes a simple yet powerful

organizational philosophy which

essentially turns the traditional organization

chart upside-down, making the point-ofencounter

employees appear at the top

and top management at the bottom.

The role of all those below the customer-contact

employee is to provide resources and help to

achieve quality service and customer satisfaction.

This includes the chairman, senior management,

technicians, research & development

– everyone to support the efforts of the point of

encounter employees.

continued...

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FORUM WORKSHOP forumworkshop

Employees motivation, training, customer

feedback mechanisms, empowerment, removal

of internal roadblocks, clear communications,

employee feedback, and quality improvement

teams are all standard processes at AT&T. It is

with these tools and practices that AT&T is

able to carry out its quality goals and objectives

to be perceived one of the very best at quality

service.

their employees have the ultimate motivation.

They own the company, so they do “try

harder.”

AVIS

Avis provides an ideal example of a firm

where the employee plays the key role in all

aspects of the product-service offering.

When Avis formed an ESOP (Employee Stock

Ownership Plan), they gave their employees a

share in the ownership of the company. Thus,

Avis also established a program called “EPGs”

which stands for “employee participation

groups.” The EPGs are charged with providing

a flow of information through all levels of the

organization. The information contains improvement

suggestions, efficiency and cost

concepts. The meetings are held monthly at

over 80 locations.

continued...


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forumworkshop

FORUM WORKSHOP

Further, regional reviews are scheduled quarterly

and a two-day meeting with the company’s

chairman and CEO, Joseph Vittoria, and

senior management is conducted annually.

Many of Avis’ service and work process innovations

have resulted from the EPG process.

Avis’ senior management is “field active” –

constantly visible and fostering the team concept.

A comprehensive communications program

keeps all employees informed,

motivated, and customer-oriented.

Here are two examples of how employees seek

to improve costs and better serve the customer:

Employees, through their EPG, developed a totally

new car check-in system. The “toll plaza”

concept allows the customer to be checked-out

without going to a

counter or waiting in

long lines. I remember

being caught at

the Miami airport in

a torrential tropical

downpour. Avis efficiently

prepared my

bill while I sat comfortable, cool, and dry, I remained

in the car. I got my receipt and made it

to the plane faster than I expected.

At another location, someone suggested

adding the color of the car to the identification

information provided the customer upon receiving

the rental agreement. This simple, practical

suggestion helped many locate their cars

quickly in lots where the bus driver wasn’t allowed

to do so for the customer.

continued...


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Avis also has

demonstrated

the use of technological

innovation

and

advances

aimed directly

at improving

customer service.

Its Wizard

reservations

system is constantly

improved to provide agents up-to-date

information on its customers. The rapid checkin

process utilizing agents in the lot with handheld

transmitter-computer-printers provides

every demanding Fast Freddie customer a

statement before they can put their coats on

and grab their briefcases.

Marketing and operations, employees and

management, all move in the same direction

with the same goals and motivation: to meet

the customer’s needs. The rewards and

motivation: shared profits.

BANC ONE

Recently, The New York Times called Banc One

“The Best Little Bank in America” and only a

week earlier Institutional Investor ran a cover

story entitled, “The Magnificent McCoys. Running

America’s Best Bank.”

Banc One Chairman, John B. McCoy, and his

bank corporation continue to flourish and

grow in a burdened and troubled industry.

continued...

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Banc One banks continue to keep existing

customers and add new ones of every customer

type. How does a really not-so-little

bank (recently moving into the top twenty in

size) win customers and retain their favor?

How does Banc One counter one of the

strongest downtrend periods of any industry?

Why do its customers not only have faith in

Banc One, but are among the most loyal of any

service industry brand?

For our purpose, we will exclude

Banc One’s brilliant financial strategies and

concentrate on the plethora of customer and

employee-related endeavors. Their current

advertising theme, “Whatever It Takes,”

is the capstone of their whole program.

John B. McCoy believes “the game in the 1990’s

is market share.” The chief way they have been

able to make huge advances in market share

has been by making themselves customer fa-

vorites. The Banc One branch nearest me is

open from 9:00 a.m. to 7:00 p.m. weekdays, 9:00

a.m. to 5:00 p.m. on Saturday, and even noon to

5:00 p.m. on Sunday! They hold sidewalk sales

and grill hot dogs and hamburgers. New

branch banks feature glass atriums, comfortable

seating areas and fresh coffee.

continued...

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QUALITY TRUST SERVICE

forumworkshop

FORUM WORKSHOP

Add to these winning employee attitudes

and the fact that they offer an extra onequarter

percent attitudes interest on six

month CDs, and you can see why they are

leading their 18 competitors.

Like most successful businesses, Banc One reinvests

a share of its profits to make itself and employees

even better. For example, three percent

of its profits every year go into research and development

– often aimed at improving customer

service. It continues the customer and

quality focus right down to the performance

evaluation process in which at least half of the

merit raise is directly tied to “quality objectives.”

Top performers are recognized by the

company chairman on a personal basis for

achieving their objectives.

Charles Aubrey, Vice President and Chief Quality

Officer, has devised a comprehensive system

which appraises the value of the Banc

One’s quality

strategies.

He credits

quality management

with contributing

$6–7 million

to bottom

line profits.

continued...

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forumworkshop

FORUM WORKSHOP

Strategies include: quality audits, customer

satisfaction surveys, measuring retention

rates, and valuing of new business.

“Quality Champions” has covert shoppers

spend time training staff on how to improve

the quality of their service.

Quality teams solve

☺

problems as well as

launch new opportunities.

Branch offices

are continually monitored

and assessed

with over a quarter of

a million customer

satisfaction surveys,

as well as use of covert shoppers who even

count the smiles per point-of-encounter employee.

Training and guidance help to keep these efforts

a top priority. A new program called

To the customer, Banc One’s message is

straightforward – “Whatever It Takes” to meet

your needs, to keep you as a customer, or to

win you over as a new customer. The W.I.T.

program awards point-of-encounter employees

with a special button called a “Witty” to those

observed doing the job in the true spirit of the

slogan. The criteria are superior work or effort

which results in retaining a customer, an effort

requiring significant sacrifice of personal time

or resources in order to do “Whatever It Takes,”

and an effort which encouraged or resulted in

superior teamwork. In essence, every Banc One

employee shares the same three-word job description

– “Whatever It Takes.”

continued...

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BRITISH PETROLEUM COMPANY

PLC/BP AMERICA

BP America managed

a magnificent

image change during

its conversationn

of Sohio stations.

Think about a company

in a highly

patriotic time (during

the Gulf War) in a fiercely patriotic area –

the Midwest, changing its look from red, white

and blue to green and yellow. No small task.

Why BP did it and how they achieved it is worthy

of a case history in any book dealing with

the customer, image, and marketing.

The Sohio brand was established and a traditional

leader in the marketplace. However, it

was getting old in the look of the stations and

stores. People perceived Sohio as belonging to

a local market instead of as nationwide or

global brand.

After acquiring Sohio, BP successfully repositioned

it with a well-chosen name selection

(“BP America”) and excellent consumer-oriented

marketing steps. Today, many consumers

in the local market feel BP America is

as American as was Sohio. How did a company

originally named British Petroleum achieve

this? It’s a story of extraordinary community

relations and communications with all constituencies.

continued...


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forumworkshop

FORUM WORKSHOP

BP’s leadership made some very smart decisions.

First, they not only kept Sohio’s headquarters

in Cleveland, Ohio they built a

landmark office tower which became the pride

of the city. Second, the top management of BP

America, as well as its parent in the UK, communicated

openly and effectively with the local

community about its investment in the area.

Third, BP America was recognizably generous

and active as a

good corporate

citizen. In

fact, BP America

ranked

number one

in its philanthropic

givings

to the

and

community.

In essence,management was smart, sensitive,

and on target with its posture to the home community.

They probably would have fallen significantly

short had they not undertaken all of

the above steps.

With their corporate image and community

relations plan in effect and working, BP

America embarked on a classic, complete

“new look and feel” updating of its

physical facilities and product lines.

The old red, white and blue motif was changed

with an astonishing pace and effectiveness.

Contemporary back-lighted plexiglass in bright

green with yellow letters coated every facility.

Silver, smooth-flowing covers for gas pumps

other station facilities added to a new look.

continued...




New doors, glass, paint, pavement, pumps,

landscaping, uniforms, merchandising displays

became ubiquitous overnight. The new look

appeared on signs, gas stations, convenience

center islands, BP Pro-Care Service Centers, car

washes, etc. Employees received new uniforms,

pencils, pens, pads, and a tremendous amount

of motivation and communications.

BP America recognized that to execute such a

massive change its task force would have to

look beyond themselves and keep the customer

informed and responding. It did so by

employing a complete array of marketing techniques,

promotional offers, timely public relations

and measured communications. As a

consumer, you saw the changes and were

aware of it, but never once did BP America ask

you to think about it.

Some competitors

tried to

cause a negative

feeling by

advertising

they were still

“red, white and

blue, 100%

American” –a

direct shot at

BP and its color

change. BP took the high road with quiet speed

and strong consumer promotions to encourage

new trial experience as well as reward existing

customers. Free dollar-off coupons, free car

wash coupons, free oil and lube certificates,

and free soft drinks all drew existing customers

and new customers to see the changes.

continued...




And what they saw, they loved. Clean and new

gas stations. Employees in fresh new uniforms

with smiles and enthusiasm. More convenience,

offers, and benefits directly related to the

needs of the market. These combined with massive

public relations stories on the corporation’s

investment in the community, its sponsorships

of weekend and even week long events, its

charitable giving leadership and participative

executives in community renewal led to an

overwhelmingly positive reception. People felt

positively toward the company, its product and

service offerings and its employees.

BP understands what motivates brand

loyalty in its marketplace.

extraordinary goodwill, customer retention,

new trial business, and improving in a market

where traditional logic would lead one to conclude

it wouldn’t have been possible.

It understands the value of involvement,

change, and marketing. The results have been

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CARLSON COMPANIES/RADISSON

constituents – owners-developers, guests and

employees.” In a highly competitive industry,

focus on assets productivity is imperative.

The Radisson Hotel Corporation, part of Carlson

Companies, developed a customer service

training program called “Yes I Can.” The goal

of this program is to anticipate the needs and

the expectations of their guests and exceed

these. The program is aimed at all point-ofencounter

employees and includes a comprehensive

general employee training section, a

department-specific training component, and

systematic follow-up procedural program.

Radisson President, John Norlander, notes: “the

program directly addresses the company’s mission

statement to develop and implement

strategies that exceed the expectations of three

y

During general employee training, employees

from different departments in the hotel come

together to focus on why guest service is important,

discuss

service

situations

from a customer’s

point

of view, and

are then inculcated

in

Radisson’s

Guest Service

standards.

continued...

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forumworkshop

FORUM WORKSHOP

THESE KEY SERVICE PROMISES ARE:

1) meet & exceed guest expectations

2) communicate effectively

3) work as a team, and

Next, each department supervisor conducts

department-specific training with their staff.

Using the Radisson Service Assessment, employees

evaluate the quality of service in employee-guest

situations against Radisson’s

guest service standards. They also practice applying

the four “Yes I Can” key service skills

and meeting service standards in tough service

situations.

4) handle difficult situations effectively

The follow-up program is a series of one hour

monthly departmental meetings where Radisson’s

service standards are further defined for

each specific department. These sessions also

involve employees in goal setting and action

planning to improve the department’s weak

areas of service. Star performers are rewarded.

continued...



A “Yes I Can” team is

made up of a selected

group of line employees

who represent all

departments in the

hotel. A manager works

with the team. on a

monthly basis, to increase

communication

and understanding between

departments and

to suggest and help implement

strategies for

resolving problems and

improving quality service. Employee newsletters,

employee bulletin boards, lunches for “Yes

I Can” star performers and other motivational

and communications vehicles are used on a

regular basis to reinforce the program.

The key to the “Yes I Can” program

is the Management Training provided to all

department heads and supervisors so they

not only understand how to implement

the program, but also comprehend the

vital role they play in keeping the

“Yes I Can” attitude alive.

Managers are asked to model the Radisson

Standards of service by treating employees in

the same manner that the “Yes I Can” program

asks employees to treat their guests. They are

also taught how to recognize and support the

actions of the employees who make “Yes I Can”

guest service decisions – even when the service

situation could have been handled differently.

continued in next issue ...


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Retailers Forum Magazine July 2026

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