I don't know if anyone is compiling this into a Big Book of Suggestions, or what, but 2 cents:
-put the counter by the door, like all other retail shops. It's this way for a reason
-staff needs to be there to sell product, not game. If new customers come in, it shouldn't be a mystery who works there (which it currently is). Walking into a room full of people who are all already playing with no one to make you feel included doesn't foster a feeling of inclusion, which is crucial.
-rearrange the play space. If magic needs the most table space, it should be in the back, because it is always full. It is real hard to get into the shop when there's magic players, and your forced to skirt the edges
- stow the terrain in a way that makes it easy to convert tables from board games to magic to wargaming
- get more product - there should always be a reason to stop in and browse. Except for GW and magic, , the stock is pretty stale. He should start an amazon or ebay store and clear out the old stock that's outdated and reinvest it in new stock. Yes, he's got a wall of Malifaux - but everything there is waaay out of date. Any system he is going to stock he should have starter sets and new releases, and not much else. Flames of war Open Fire and a few books. Starter infinity boxes, starter malifaux boxes, starter RPGs, and ALL NEW RELEASES. Going to a local store to look at new stuff sparks impulse buys. If there's no new stuff, only those who are invested in staying local will order it at the shop vs. online retailers.
- take some time to learn the markets and stay up to date. Nathaniel should be piping in myriad's podcast or the D6G every once in a while. It would spark interest for customers and keep him up to date with what's going on.
- get a hobby table set up so folks can buy a model and sit down and put it together or start painting. Have some tools to use, good lights, and put up a sign that says it's free to use with stuff you've bought at the shop, a nominal if you're bringing models from home.
- start a discount/rebate club of some sort or some other loyalty program
- rearrange the gaming space - it should be an accent to good retail space, but right now the store is setup like a club house, not a shop, and that's gonna be a problem if not remedied, Again, counter should be up front where people can step in and meet the staff, ask questions, and get pointed in the right direction without having to squeeze past tables packed with gamers first. The books for Infinity, Malifaux, and War machine should be next to the product. H
-he needs a better system that writing orders down on cards for tracking spec orders. Some basic CRM or sales software should allow him to enter orders and generate emails when stuff has been place or has arrived.
Anyhow, that's a wall of text, but if he moved the counter up front, started buying new releases for all lines he carries, and created a simple loyalty system, he'd be making giant improvements.