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
Your Goal is Not to Sell – It’s to Connect “Stop selling stuff.” That’s what I tell retailers looking for a new, innovative way to approach the day. None think I am serious, but I am. I usually end up having to repeat myself. “No really,” I say. “Stop selling stuff. Just stop.” But my words are so far out in left field that folks … Continue reading Your Goal is Not to Sell
– Retail Archaeology: The Innate Passion of Discovery – My grandparents retired from their San Francisco jobs to a piece of property up north. Their hidden acre sat on the rocky slopes of an ancient volcano. The surrounding land was covered in shiny black glass—obsidian. Gramps told me if I’m patient and look closely at the ground, I might find an arrowhead. After scouring every … Continue reading Retail Archaeology
Stop looking for the credit—we’re supposed to take care of each other. -Prince Sometimes I get so caught up in my day-to-day that I miss the small things most responsible for my happiness. Right now is one of those times. Early summer is a busy time in retail. And in my world as a consultant/trainer, it marks the beginning of my “season” — the span … Continue reading 5 Minutes of Gratitude
14 Ways to Sell More Today (Let Feeling Be Your Guide) You probably think products or services are what you sell. Bikes, shoes, software, tents, beer, americanos, refurbished axes, therapy sessions, or whatever. Sure, all day long you trade these things for pieces of green paper, but these goods are not the most important thing in your inventory. Your fastest turner is not what carries the weight … Continue reading 14 Ways to Sell More Today