The Retail Doctor's Blog

Attract, Close & Delight Your Customers

The One Reason Customers Aren’t Returning To Retail Stores

Let’s stop kidding each other and be honest…

When a customers' experience in your store was crappy, they won’t be back.

And let’s put a finer point on it… when shoppers don’t return, it's because of your employees.

And that is employees at both ends of the spectrum.

They either have been around so long and know too much that they can come off elitist, judging, disinterested and intimidating, or they’re so new that they know too little and can come off as ignorant.

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Topics: Customer Service, Retail Sales Training, Attract customers

Do You Recognize These 6 Early Warning Signs Of Losing A Retail Sale?

Bob Phibbs

A lot has been written on closing a sale, but what if you could see the warning signs you were going to crash and burn? Would that be valuable to your sales team?


When I was a kid, I loved to bodyboard. Waiting for a wave and riding it was truly a thrill. You had to be careful because suddenly you could end up no longer riding the wave, but you could be crushed by the wave; your face shoved into the rocks and sand of the ocean floor.

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Topics: Retail Sales Training, closing techniques

Wait, What? Getting Retail Employees To Listen

Bob Phibbs

I was just at Chipotle in Las Vegas. I got to the front of the line and the server asked for my order.

“Chicken burrito, easy white rice, easy black bean.” She took the warm tortilla off the press, then asked, “What kind of rice?”


“Easy white.”

“What kind of beans?”

“Easy black.”

“What kind of meat?”


She passed it off to another guy who got my toppings right. As he wrapped placed it on the counter and wrote a C on the burrito for the cashier. I said to the cashier, “I’d also like chips and a cup of water.” The guy got the chips. The cashier looked over and asked me, without noticing the C for chicken, “Is that steak?”


“No, chicken.”

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Topics: Customer Service, Retail Sales Training

How To Become Super Human In Retail Sales

Bob Phibbs

Each year I attend a conference put on by Hubspot called InBound. It is for thought leaders, marketers, agencies, and salespeople. I’ve been fortunate to listen to some of the smartest people in the world including Seth Godin, Brené Brown, Jon Ronson, and Daniel Pink.

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Topics: Retail Sales, Retail Sales Training, Employee Management

9 Sure Signs Of A Rotten Retail Manager

Bob Phibbs

This could also have been headlined, Why people quit your store.

When you give salespeople a terrible manager, one who hasn't a clue about employee performance management, they can remove all the opportunities for making a sales team's work meaningful and engaging.

All those employees will ever get out of their jobs is a paycheck. 

When managers come up with busy work simply to occupy their employees’ time and not to drive store sales, they are disengaging the minds of the great employees and welcoming the mindless to work each day.

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Topics: Employee Management, retail employee, retail management

The 7 Essentials of Exceptional Retail Customer Service

Bob Phibbs

Sometimes customer service should be something quick, cheap, and easy.

Consider a mother who might be on a time-crunch but needs to pick up a quart of milk on the way home. For that customer, a convenience store fits the bill.

But for most retailers, and I mean most, quick and easy is not the way to profitability.

If you add in gets even worse.

To standout from the competition, you need to focus on creating an exceptional experience.

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Topics: Customer Service, retail customer service,, training for retail customer service

How To Reach Retail Customers In Spite Of Their Cocoons

Bob Phibbs

Let’s admit it, we are now a society of individual planets.

We’ve created our own worlds by letting in just what we want to…

Trump smackdown videos...yes




People who like X...yes

People who believe in

We have surrounded ourselves with images, content, and opinions to protect ourselves from the fear of the outside world.

Actually, we haven’t created worlds as much as we have created cocoons.

With every new friend we add, video we share or product we like, the web shapes itself more closely around our cocoon.

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Topics: Customer Service, Retail Sales Training, Retail

How To Engage Retail Customers Begins With A Wow Moment

Bob Phibbs

For retail customers to let down their guard, share their desires, and get over their fears of purchasing, you must get them involved...

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Topics: Customer Service, Retail Sales Training, customer engagement

3 Deadly Traits That Kill Your Efforts To Attract and Keep Customers

Bob Phibbs

Some of the most popular questions people have for me after they join my newsletter are:

How do I get more customers in my store?

How do I increase my sales? 

How can I sell more?

I get it.  Traffic to stores and malls are down, and while you might be tempted to haul out that old losers limp They’re all buying online, don’t.

The fact is 85% of the shopping that is to be done for the foreseeable future according to McKinsey will be in brick and mortar stores. 

According to TimeTrade, as much as mobile shopping is hyped, the reality is mobile purchasing is slow to grow; only 13% of respondents have previously made a purchase using a mobile device. 

So if the endless aisles of online aren’t the culprit to lower store sales, what is?

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Topics: Retail Sales, Customer Service, selling, how to sell

11 Ways Your Retail Employees Convert Buyers Into Lookers And Sabotage Your Sales

Bob Phibbs

We’ve heard the drumbeat for awhile now, traffic is down in brick and mortar retail stores. The browsing is now done prior, online.

So when someone actually walks through your doors having left Amazon and the rest behind, they are more likely to buy.

Although you can’t turn all lookers into buyers, I’ll bet the behaviors of your untrained retail employees is actually turning buyers back into lookers.

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Topics: Retail Sales, Retail Sales Training, Employee Management

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