Customer Service Training TIps

Take Ten Before & Ten After

Here’s a retailing tip I learned from Rolly Morris, President and CEO of Krispy Kreme Doughnuts Canada. Their store policy is that they are open and ready for business open 10 minutes before the posted opening. And they remain open 10 minutes after posted closing. They call it “10 Before/10 after”. That way, you don’t disappoint customers who arrive 3 minutes early (no arguing about whose watch is right). And customers don’t feel rushed out the door – or barred from entering – as closing time approaches. It’s a simple way to generate good feelings – and extra revenues.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


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