Unforgettable Retail Performance

Specialty retail is a performance, and there’s a giant difference between a ho-hum experience and one that earns rave reviews from the harshest critic. Your people wear metaphorical “makeup” so folks can see them from the back row. They exaggerate their movements and animate gestures to make a solid impact on the entire audience. Hopefully they don’t overdo it. Maybe your show’s been running for … Continue reading Unforgettable Retail Performance

Carousel Ride

There was no question about it, we were going to Carousel, an Armenian restaurant and gathering hall on N. Brand in Glendale. Last time I passed through town we checked it out and were sold on the food and service – even though we figured they sat us outside the main room because our casual attire didn’t compare to everyone else’s formalwear. But this time … Continue reading Carousel Ride

Your Story is Your Future

When we know each others’ stories we have a better chance of making a genuine connection. I believe the future of brick and mortar depends on the quality (and authenticity) of your story. Doesn’t matter if you are an owner, a full-timer who wears multiple hats, or an every-other-Saturday part-timer, your story somehow resonates with the brand’s story. So it’s safe to assume that how … Continue reading Your Story is Your Future

This is Your Home

Retail is Why I Keep Going Back to México City On a whim in early 2016, I booked a fight to México City. Why? I had Southwest voucher about to expire and the airline had recently opened up this international route. I could never have guessed that less than two years later, I’d have returned three more times. I certainly would never have predicted that … Continue reading This is Your Home

Don’t Touch the Balls

Customer Freedom is Customer Loyalty A sign in a sporting good store asking folks, “Please don’t play with the balls,” is like having one at Costco telling people not to touch the food samples. It doesn’t make any sense to try and keep shoppers from handling a product they might end up buying. Same goes with any products you keep under lock and key. Usually … Continue reading Don’t Touch the Balls

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?