{ "item_title" : "Built Predictable", "item_author" : [" Michael G. Gingras "], "item_description" : "Most independent hardware stores don't struggle with effort.They struggle with structure.In this practical pocket guide, 30-year hardware operator Michael Gingras explains the simple architecture that makes customer service predictable - even when the owner isn't on the floor.Inside you'll discover: - The Hello / Got It system that ensures every customer is acknowledged- The Service Lineup that organizes who helps next- The Coordinator role that keeps the floor running smoothly- The Five Predictable Service Steps that guide every customer conversationWhen service becomes predictable, something powerful happens: Customers return more often.Staff confidence grows.And owners finally gain the breathing room to focus on the future instead of surviving the day.", "item_img_path" : "https://covers1.booksamillion.com/covers/bam/9/79/825/196/9798251962192_b.jpg", "price_data" : { "retail_price" : "19.99", "online_price" : "19.99", "our_price" : "19.99", "club_price" : "19.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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