Plus: Rising tariffs force tough choices for small businesses
Is the customer always right? Yes, but they can be rude and abusive toward store associates. We’ll dive into what you need to do to prepare your frontline team for today’s challenges and ensure they stay safe. And we’ll take a closer look at how some local business owners are girding against the punishing side effects of tariffs. Also this week: a back-to-school shopping destination that may surprise you, a cautionary tale about spell-checking and how Alibaba.com is angling to become SMB’s go-to sourcing destination.
But first, this TikTok creator’s sketch about online shoppers trying to exist in a brick-and-mortar store is comedy gold.
Lip service. A cosmetics entrepreneur’s business fail goes viral.
Pawning it off. The unlikely back-to-school shopping destination.
Second Act. Ex-Carolina Panther reinvents himself as small biz owner.
Shortbread shortage? How Trump tariffs affect favorite Scottish foods.
How-to. Sub Reddit about starting, owning, growing a small business.
How to shield staff from customer abuse
A new report by Axonify that surveyed 500 U.S. retail, hospitality and F&B front-line workers reveals some scary truths: 25% of stores reported threats and assaults by shoppers in the last year and 70% have experienced customer incivility regularly. More than half say they want more safety and security protocols and one-third want more training. Axonify’s chief learning officer JD Dillon says that beyond training, retailers must set and enforce clear customer expectations, ensure sufficient staffing, make sure capable managers are present and coach in real scenarios.
Why this matters: Frontline burnout is real, and workers whose needs go unmet will leave. Make support part of everyday routines like pre-shift huddles and rewarding those who handle tough situations well. (Retail Customer Experience)
How one small business’s bottom line is feeling tariff squeeze
Katrina Golden, owner of Lil Mama’s Sweets & Treats in Augusta, GA, is among those who can’t afford to place bulk orders for supplies ahead of tariffs. Her cash flow won’t allow it, and she estimates that once her supply runs out in 60 days, a new case of branded paper coffee cups from China will cost her $300 or $400 instead of $225.
Costs of American-made goods are up, too: a box of cake-slice containers that used to cost $55 is now $69. Her weekly net revenue, once $2,500-$3,000, is now $2,000. In a few months, she’ll have to raise prices on a cup of coffee and a serving of red velvet cheesecake.
Why this matters: Small business owners are looking at cutting supplies and staff, or raising prices, to stay afloat amid high tariffs. Transparency from proprietors like Golden spotlights the hardships that many face, putting a face on the economic headlines. (The Seattle Times)
Retail sales up 0.5%, partly due to higher tariff-related prices
Small Business Optimism Index rises, but more owners worry over sales
National Small Business Week Awards nominations now open
How to score an A+ in back-to-school marketing
Pottery, anyone? Art experience studios fill NYC retail vacancies
How Alibaba helps SMBs source, build supply chains more efficiently
Justin Liu, U.S. country manager for Alibaba.com, the global B2B marketplace that enables buyers to source from suppliers and manufacturers from all over the world, discusses how the platform serves SMBs. Liu also explains Alibaba.com’s new partnership with website builder Wix. “We launched our sales channel app in the Wix marketplace, so Wix store owners can easily become sellers, sync their products, migrate their catalog in one click and get their product in front of B2B buyers worldwide…to quickly and efficiently expand their distribution network,” he said. They’re also launching a sourcing feature within Wix that will surface recommendations related to your store. Alibaba sellers also get Wix tools at a discount, natch.
“We aim to be the go-to place to source from other countries but we also want U.S. buyers to be thinking about us when they are starting source branded selection, wholesale, ready-to-ship products that are sitting in a warehouse in California and will arrive at their door in seven business days. We want to be that go-to place when it comes to SMB sourcing in the U.S." - Justin Liu, U.S. country manager, Alibaba.com
Why this matters: Alibaba.com’s sheer scale helps streamline cross-border buying and has the best prices, leading to better margins. The Wix partnership will help emerging brands get in front of Alibaba.com’s 48M buyers. (Retail Touchpoints)
What are the best AI-enhanced tools for small businesses?
If you’re wearing multiple hats (accountant, marketer, human resources department) but can’t afford to hire humans for these positions, this article breaks down some of the most popular SMB software through the lens of AI-enhanced features that can cover essential tasks to keep your business running for a fraction of the cost. Learn what each tier costs and what the pros and cons are of Xero, QuickBooks, Otter, LegalZoom and Gusto. Accounting, invoicing, summarizing client calls, business formation and payroll all get a virtual assist from AI assistants with names like Jax and Gus. These platforms also offer advice and services from human experts.
Why this matters: Why spend time vetting business software when a team of reporters can test it for you and give you the highlights? AI enables these tools to customize their services depending on what state you live in and what specific tasks you need it to perform. (CNBC Select)
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The SKUpe is curated and written by Marcy Medina and edited by Bianca Prieto.
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