I would make sure each store had its own customer service section so we could help customers in our city as opposed to everyone having to call in to Toronto, and having to deal with an agent who might have two or three stores under his/her belt. That cannot be stressed enough...
It would make everything so much easier and people would enjoy coming and shopping here. Not that they don't, but it would increase sales for sure knowing we had service right on site. Less complicated.
I would also add a suggestion or comment box for staff and customers, on how we could improve.
Weekly front desk meetings.
A Q+A booklet on the most asked questions by customers, and how to answer them properly (person/phone)
None at this time