Hoosiers Layup or Tomahawk Jam?

 Best to Stick With the Basics When I was an in-the-trenches retailer, I attended countless trainings on pretty much any topic you can imagine. But I’m not going to lie, training didn’t always feel productive. In fact, I often left wondering why we were always harping on “best business practices” when really what I needed to know was how to handle the one-off stuff. Like, rather … Continue reading Hoosiers Layup or Tomahawk Jam?

Authenticity

NOTE: I originally published this blog post back in November 2016, but it’s still relevant today (probably always will be). With the big shopping season just around the bend, retailers need to be nipping issues in the bud now. As a retail educator, I spend most of my time reminding store employees how to create/deepen their authentic connections with customers. During my trainings I rarely cover … Continue reading Authenticity

Doing it Right

6 Attributes of the Best Salespeople Folks who work in specialty tend to eschew the moniker of salesperson. Many managers even re-title the staff to hide the truth. They call themselves specialists or experts, professionals or associates. Apple’s no stranger to such retail smoke and mirrors—their employees are deemed geniuses. Sheesh. Sort of pretentious, but pretty genius, too. Gulp. But make no mistake, every last one … Continue reading Doing it Right

4 Steps to Your Big Change

Just Because You Want Change Doesn’t Mean You Will Change Retailers tell me all the time that they want to make ‘a big change’, but rarely do they know what this change looks like. Sure, they exclaim their readiness to rock the boat, but they are too far from water to set sail in the first place. Often folks think I’ll define this change for … Continue reading 4 Steps to Your Big Change

Train Like a Classroom Teacher

The 7 Steps of Quality Retail Training Before I worked in specialty retail, I was a classroom educator. Straight out of the military I took a job as a non-credentialed physical education teacher. I lined kids up like they were in basic training and had them shout a call-and-response while I guided them through stretches and calisthenics. They loved it, I loved it, but the … Continue reading Train Like a Classroom Teacher

Yo, What Up?

Your Greeting Needs Intention (and Attention) I used to bank where employees were obviously required to punch every customer in the chest with a canned greeting. “Good morning/afternoon sir/ma’am, welcome to blah-blah bank. How can I be of assistance today?” Ugh. Each time I walked in I felt embarrassed for the employee on deck. Their sad face spouting a scripted and sullen hello, likely motivated by … Continue reading Yo, What Up?