How do you turn an angry or sad customer into a loyal one? In this solo episode, Crystal Vilkaitis explores the emotional side of retail—how optimism, playfulness, and genuine human connection can transform every interaction in your store.

From simple yet powerful gestures like smiling to encouraging your team to show up with energy and joy, Crystal shares practical insights to help retailers create memorable customer experiences that go beyond transactions. If you’re ready to inspire positivity in your store and strengthen customer relationships, this episode is a must-listen!

[0:44] Sending out surveys to friends for honest feedback
[2:26] The value of staying optimistic with your customers
[4:05] Turning an angry or sad customer into your best one
[5:10] Embracing your role as a performer in retail
[5:37] The power of a simple smile
[7:01] Encouraging employees to show up, be playful, and have fun

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