Every retailer wants to know how to hire good people. But not just good people, good people who can also do high-quality work. Too often we hire candidates only to find they have one of these traits or the other, rather than the ideal combination of both. Often they are great people with ho-hum selling skills, or they are somewhat impersonal but can sell the … Continue reading 10 Ways to Find the Right Staffer
Last week at The Running Event, the keynote speaker uttered words every single business owner needs to hear—He said, “Love and business…there’s plenty of room to cultivate both.” Love and business. Two terms that typically don’t get much playing time. Not together, anyhow. But this guy insisted that any business’s future relevance depends on both working as one. The speaker was Walter Robb, former CEO … Continue reading Love and Business
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
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
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
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
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
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?
What an Atlanta Airport Bathroom Visit Taught Me About Customer Service On Monday I had a layover in the Atlanta airport. I don’t usually fly through ATL—mostly because I am a Southwest loyalist—but when I do I am repeatedly impressed by the airport’s amenities. If I’m passing through in the evening, I’ll head over to terminal E and visit One Flew South—a classy joint for … Continue reading We Aim to Please
Tom Griffen 