PROFILE
Ed Rosenbaum
CEO, The Customer Service Rainmaker, Rainmaker Solutions“Practice, Drill, Rehearse, Then Do It Again!”
Meet Ed Rosenbaum, CBSE (Certified Building Services Executive) CEO and Master Trainer of Rainmaker Solutions …
Ed Rosenbaum, The Customer Service Rainmaker.
Ed Rosenbaum’s mantra is “You are my mission.” His passion is to deliver excellence in customer service as a mentor, a trainer, a team leader, a visionary, trusted advisor and a RAINMAKER for his clients; training executives, managers, supervisors and front line employees.
He is an expert at identifying management, customer service and sales issues and concerns within a company. His motivational techniques and personal training methods have been developed over a successful career spanning over 3 decades.
His dynamic and personal style of coaching is comfortable – as Ed likes to say, “You have to hit singles and doubles first then the homeruns will come with practice in smarter sales and income producing techniques.”
Ed is a graduate of Virginia Polytechnic Institute with a B.S. in Business Administration. He has done graduate work at Loyola College in Business Management and at East Carolina University in Human Resources Management. He has also taken extensive seminars in Integrity Selling, Customer Service, Managing and Achieving Goals and Selling Principles.
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- Posted on: 12/14/2018
Does Starbucks have a big delivery opportunity?
Starbucks is to coffee what Amazon is to everything else you could possibly want. One difference is Amazon delivers tomorrow and Starbucks has to figure out how to deliver in minutes. When I first read this I thought it was not something needed or possible. But then I thought about this being about Starbucks and its cult following. The determiner to success with this program is not going to be what Starbucks does to get the coffee delivered timely and inexpensively; but how the customer responds to it. Someone is going to have to pay for the delivery costs. I doubt it will be Starbucks. China has many delivery people that ride bicycles. That is not going to happen here. - Posted on: 12/12/2018
Where will Amazon go with its cashier-free concept?
Something we should be paying attention to is this is Amazon we are discussing. They do not experiment if they already know it will be a success or a failure. Aparently they want to do this and are looking for the best first steps to bring it to the public. Airports are a good starting place with so many people waiting for their planes to depart. Other places with the potential for a large group of people waiting or congregating could be large office campuses, colleges, train stations to name just a few. Areas with high traffic is the key. - Posted on: 12/11/2018
RetailWire Christmas Commercial Challenge: Chewy.com vs. Petco
Oh my! Two choices that are difficult for me, the dog lover, as my dog is sitting next to me now. I liked Chewy.com. It was good and made me remember who the company was. But then along came Petco and tore me up. Yes, I shed a tear. I admit it. But it was more than the little boy working for a bicycle and getting a dog with a disability. It was the heart of the little boy doing something to assist the puppy. This is one I will not forget. Petco is my choice this week. - Posted on: 12/05/2018
The RetailWire Christmas Commercial Challenge: Pier 1 Imports vs. TJX Companies
TJX gets my nod this week. They did more than Pier 1 getting the message across in a short time. Pier 1 took too long to let us know who the ad was promoting. - Posted on: 11/30/2018
What will it take for retailers to win the last-mile race for customers?
Free delivery is the next step I see in this last-mile race. Here is a good example of why I say this. We are going to purchase a new recliner for our family room. The price is right and the chair appears to be just what we are looking for. The issue is that delivery is almost $60. Sixty dollars adds almost 10 percent to the purchase price. Sure we have choices. But picking it up ourselves is not a workable option. Renting a truck will cost almost as much as having the store deliver it. Therefore, if we want the chair we are paying for the delivery. So we are off to the store in about an hour. Now watch, the chair will already be sold and we will have to wait months for another. - Posted on: 11/29/2018
Store employees of the future will be affiliates, not associates
This is an excellent thought. I like the idea of semi-commissioned sales people. The right people can find ways to generate more business; thus generating more income. Managed properly, it could be a huge influence to the hourly staff. There was a men's store in this area that had a personal shopper on staff. He would let us know when certain items came in he thought would appeal to us. Most of the time it led to added business. That type selling is what it is going to take to make retail flourish in the future. You can't always wait for someone to come in the store and hope for a sale. - Posted on: 11/28/2018
RetailWire Christmas Commercial Challenge: Target vs. Walmart
Both stress ease of pick up and delivery services. Both were well done. I actually looked at them twice. My nod goes to Target. But I am not sure why. Walmart is doing a much better job getting their message across lately. - Posted on: 11/26/2018
Will a radical transformation lift or sink IKEA?
Excellent point Tom. This could be a problem for them. - Posted on: 11/21/2018
Waitrose disses John Lewis’ Elton John Christmas commercial
I agree with others who have said this was strategic and planned. However, I must add I enjoyed "The Boy and the Piano" spot much more than the "Fast Forward." I am not sure the Waitrose spot would entice me to buy what appears to be a delicious product. - Posted on: 11/20/2018
The RetailWire Christmas Commercial Challenge: Big Lots vs. Dick’s Sporting Goods
I must admit they both attracted me but in different ways. "The Table" was part of our history. We had one at home when our sons were young. They played regualarly and were competitve. Now they have one in their home and their boys are playing. Yes, they can beat me if they want. Occasionally they let me win a game or two. Big Lots grabbed my attention from the start because of the music. It would be a winner except "The Table" has to get my vote on this one. - Posted on: 11/19/2018
Can Walmart turn its haters into lovers?
There is an expression and I paraphrase: you can have price or you can have quality. Which would you prefer? Walmart does give us low pricing. But at what cost? Customer service is average to weak in most stores. The staff looks at you as if you are not there. Eye contact is poor which shows training to be poor. Shelves are not filled after the morning traffic; and can remain that way throughout the day in some locations. The aprons they wear say service in some form of wording. But the delivery is weak. Until Walmart understands that the customer wants to be acknowledged by more than a person at the door checking the bags you bring in; the scores they receive will continue to show they are liked by some and disliked by the same number of others. Low price does not equate to high quality. - Posted on: 11/14/2018
Is 7-Eleven using ICE to get rid of troublesome franchisees?
I have no reason to believe the report is off base. But I hope 7-Eleven has not gone that far off base. These are strong accusations. - Posted on: 11/13/2018
Will right-sized stores drive bigger returns for Macy’s?
I think the concept is a good starting point. I am hoping this is a work in progress. You can't reduce store size by 8 percent and store staffing by 40 percent as the article stated and satisfy your customers. - Posted on: 11/13/2018
Do grocery stores have a customer engagement problem?
Let's leave our friend Tony Orlando out of this because I do think he works hard at engaging with his customers. But the many chain grocery stores are quite the opposite. They engage on price and/or quality. That is not enough today. Our local Publix, for example changed managers about a year ago. The former manager knew his customers and spent time on the floor engaging with us. I have no idea who the new manager is or if he even walks the floor. The old regime trained the employees to be very customer-centric and friendly. The newer employees, since the change, are difficult to even get a "hello" from. Today's world is changing. Using this as a microscopic example, not for the better. We need to remember it is the customer bringing his/her money in the store in exchange for more than just groceries. - Posted on: 11/12/2018
Is it time for U.S. retailers to embrace Singles Day?
In my humble opinion, this can become the next great event for retailers. I can see how singles will jump on this, especially the millenials. It appears to be a fun event filled will sales and entertainment. Far different from Black Friday. I am not sure why so many people want to get up and be at a store before dawn only to fight massive crowds to get the limited number of loss leaders and door busters. My concern is the date. The date will certainly conflict with Black Friday making both less successful.
