In today’s episode of the Retail Success Series, I’m sharing a real-life experience that completely shifted how I think—and feel—about customer loyalty. It all started with a broken platter, but what followed was a masterclass in what it truly means to be reachable and available as a retailer.

From clear contact options to a real human answering the phone (no endless queues or hoops to jump through), this story highlights how simple, thoughtful service can transform a casual buyer into a loyal customer—and a vocal brand advocate.

I’ll unpack why being easy to contact matters more than ever, how small businesses can implement this without big budgets, and how trust plays a crucial role in customer experience.

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