Convention '96
Peter Glen... Ten Years Later
![[Peter Glen]](images/peteglen.jpg)
Peter Glen, a world renowned merchandising expert and customer
service advocate, author and business consultant who has delivered his inspirational
seminars and workshops to more than a million people and companies of all industries for
the past 25 years, is set to return to the NARM Convention nearly 10 years after his debut
presentation. He will be the featured speaker at the Closing Session on Monday, March 25.
"Peter got raves the first time he spoke at
NARM," says Jim Donio, Vice President of Communications & Events. "His
energy and enthusiasm truly won over the audience. I'm sure his new presentation will meet
with the same response.
His presentations show us how to become better providers of
service, how to stop whining, how to stop tolerating incompetence, and how to transform
our businesses into aggressive, productive fighters in the service revolution.
Peter will be visiting NARM member retail outlets over the
next few months incognito, scoping out the territory and finding out what's really
happening in today's dynamic home entertainment marketplace from the customer's
perspective. At the Closing Session, he will offer a no holds barred report and show us
examples of what he found.
Among his clients are Sony, Tower Records, Wilsons Leather,
Princess Cruises, Nike, Gitano, Espirit, Lenscrafters, Benetton, Saks Fifth Avenue,
Bloomingdale's, National Home Furnishings Association, Retail Council of Canada,
Television Bureau of Advertising, and the Video Software Dealers Association.
Glen's reviews are terrific: "He should be bottled and
sold as a vitamin supplement. If you see him and don't pick up at least one or two great
ideas, you're dead!"
In 1990, Peter wrote the book, It's Not My Department, which
studies both sides of the customer service relationship. His newest book is 10 Years of
Peter Glen, a collection of his columns from Visual Merchandising + Store Design magazine.
The hundred essays on the improvement of work, life and other matters of consequence are
loaded with humorous examples and insightful anecdotes. His training video, Customer
Service: Or Else!, teaches clients how to create their own future.
"Successful retailing requires continually bringing
fresh, innovative ideas to the customer," Peter explains. "The retailers that
are best at doing this are the retailers making money. To be successful, a retailer has to
be proactive. You can't wait for something to happen. You've got to get out there and make
it happen. If you wait, you are going to be in trouble."
