Inside

Staff relations crucial'Crummy' customer service is the result of poor management, says HMV's Paul Alofs. See page 20.Soft sell preferredToo many retailers use advertising to bang the consumer over the head, says Leon's president Mark Leon. See page 16 ...

Staff relations crucial

‘Crummy’ customer service is the result of poor management, says HMV’s Paul Alofs. See page 20.

Soft sell preferred

Too many retailers use advertising to bang the consumer over the head, says Leon’s president Mark Leon. See page 16