The Retail Doctor Blog

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Visual Merchandising: 12 Insights How To Merchandise Your Store

Retail merchandising is such an important topic - especially during Covid-19. Most of the time smart retailers call it visual merchandising and are...
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30 Tips On How to Deal With Anxiety About Your Store’s Future

It started with a simple question to me, “How do I overcome anxiety?” It came from a retailer dealing with all the stresses of reopening, cleaning,...
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Reasons Retailers Struggle to Sell And How To Rise Triumphant

The Coronavirus has amplified many of the problems that already existed in retail selling. And the pandemic has added more problems on top of those.
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How Will You Embrace The Great Coronavirus Retail Reset?

What we do as retailers now will determine what retail looks like in the future. We as consumers are hitting the pause button because of the...
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Save Your Retail Business from COVID-19 with SaleRX

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Visual Merchandising: 12 Insights How To Merchandise Your Store

Retail merchandising is such an important topic - especially during Covid-19. Most of the time smart retailers call it visual merchandising and are...

The Impact of Store Appearance During Covid-19

How to drag shoppers away from their phones and make them walk into your store? Bump up your curb appeal to make a big impact with your store...

A Learning Manager is Key to Running Your Online Retail Sales Training

Have you ever gone to a store and purchased paint, only to discover when you got home that you had no paintbrush? That’s kind of what it’s like with...

5 Ways How to Cultivate Your Brick and Mortar Store Culture

While online retail has gone up during Covid-19, many of those DTC retailers are now opening brick and mortar stores.  Why are so many online brands...

Retail Consultant Case Study: How to Attract A Customer to Your Store

Retail case studies are great ways to learn how to grow your sales. As a retail consultant, I get a wide variety of challenges to help retailers...

How to Attract Customers and Increase Your Store Foot Traffic

When you are trying to attract customers and get more foot traffic the focus is squarely on your store's appearance. You have to grab passersby...

Open To Buy: Merchandise Doesn't Get Better With Age

Holding on to old merchandise can kill your profit margins. That's why it is so important to learn about open-to-buy when running a retail store. ...

41 Things No One Told You About Starting A Retail Small Business

Owning your own small business or retail store is a goal of many. You can be one of the few small business owners who make the dream a reality. You...

8 Proven Strategies For Retail Success

When you're looking for a Retail Sales Strategy that works, especially during Covid, it's simple: you need to be brilliant on the basics. I had been...

7 Tips For Indie Retailers To Maximize Cash Flow In September

Retail store owners' cash flow has always been at the mercy of the yearly retail calendar. As the seasons change, the climate of the market changes,...

10 Ways To Sell More and Increase Sales in Retail

Time and time again, retailers return to this blog to learn how to sell more in retail. Yes, I have a lot of tips and tricks to increase sales, but...

Retail Sales Associate Training: 11 Ways To Get Better At Selling

Is the ability to excel at retail selling an instinctive talent that you have to be born with and that can’t be learned? Not at all. Almost anyone...

Bad Customer Service Examples: 50 Things Retail Employees Shouldn't Do

  Excellent retail customer service is dependent on your sales associates. Likewise, a bad experience is dependent on poor customer service in your...

How to Increase Retail Sales – Three Tips

In some ways, brick and mortar retailers have a finite client base. After all, there are only so many people who can walk into the store on a given...

Five Retail Sales Training Tips From Selling Shoes

I'll get to my tips for selling shoes but first, a story about how my knowledge of retail sales training began at the feet of others. I put myself...

5 Tips For Battling COVID-19 Through Store Cleaning

This is a sponsored post with P&G Professional Ipsos, a global market research firm, recently used Mystery Shoppers to conduct in-store visits of...

5 Things You Can Do To Not Hate Role Play For Sales Training in Retail

Many sales trainers know they need to use role play to practice their retail sales training but shrink from the opportunity. That’s why I’m sharing...

How 7 Retailers Are Responding To Covid Five Months In

With the prospect of the pandemic continuing for the foreseeable future, many retailers are looking for clues to how other retailers respond to Covid.

Best Suggestive Selling Techniques To Increase Retail Sales

Suggestive selling is the key to building great customer service and hitting sales goals. What is suggestive selling? Suggestive selling is the way...

5 Ways Retailers Can Embrace The New Consumer Mentality During Covid-19

Retailers woke up to the news Friday that Neiman Marcus will be closing their store in New York at the luxury mall Hudson Yards. It is a store that...

30 Tips On How to Deal With Anxiety About Your Store’s Future

It started with a simple question to me, “How do I overcome anxiety?” It came from a retailer dealing with all the stresses of reopening, cleaning,...

Retail Management Tips: 15 Ways to Increase Profit Margins

Looking for how to grow profit margins in your store?  Curbside pickup has been the only way many retailers have been able to sell their goods in...

Sales Training: The 5 Stupidest Questions To Ask Retail Shoppers

People who sell retail have to up their game, or their brick and mortar stores will bleed customers. And don’t blame online sales… In spite of the...

Reasons Retailers Struggle to Sell And How To Rise Triumphant

The Coronavirus has amplified many of the problems that already existed in retail selling. And the pandemic has added more problems on top of those.

3 Ways The Coronavirus Pandemic Will Change Retail Forever

Everyone is looking for how the long-term effects of how the pandemic will change retail forever; especially in brick and mortar stores. Not that...

How To Hire People Who Do Not Look Like You

Why should you hire people who do not look like you? Because while it is human to hire people with similar backgrounds, it can be limiting and be...

How to captivate jaded shoppers as they venture out to shop

I made this 15 minute video as a way of bookending the Covid-10 crisis and getting retailers firmly focused on the shopper. Why is it necessary to...

5 Pitfalls of DIY Retail Sales Training in Your Store

While I love to speak to retailers and provide retail sales training for how to sell better in their stores, I have another passion - fixing up old...

Retail Is Not Dead – Sharing True Stories of Hope For Retail Stores

Looking for how to find hope for your retail business? You’ve come to the right place. Many pundits are predicting the death of many retailers, so...

Reopening Retail Stores - Tell Shoppers What’s Changed Before Arrival

By the end of today, 43 states are expected to be reopening retail stores  even if only for curbside pickup.  Retailers who were categorized as a ...

How Online Retail Sales Training Can Be Available to Remote Employees

 Here's how you can deliver retail sales training to remote employees effectively... When you have just one brick and mortar store, it can be easy to...

It’s Up To Retailers To Destroy The Doom and Gloom Narrative

I'll get to what you can do about gloom and doom retail shortly but I want retailers to understand what is going on... I watched the movie Bombshell...

The Quagmire of Reopening Retail Stores And Rebuilding Trust

While many retailers are focused on just getting their stores open, there is a lot of work that must be done to rebuild shoppers’ trust. Otherwise,...

10 Reasons To Be Optimistic About Retail After COVID-19

When major league baseball players return to their fields, that will be a huge marker of the beginning of the return to normalcy after COVID-19. ...

It’s Time To Embrace The Virtual Retail Salesperson

Retail stores are closed. Employees are being furloughed. And I haven’t seen a roll of toilet paper in my local grocery store for 3 weeks. On top of...

How Will You Embrace The Great Coronavirus Retail Reset?

What we do as retailers now will determine what retail looks like in the future. We as consumers are hitting the pause button because of the...

How to Operate During Coronavirus Retail Challenges

I know I have a range of business owners with their own perspectives about the coronavirus also known as COVID-19. Some are scoffing at all the fuss...

Retailers: How To Deal With Coronavirus

How to deal with virus outbreak? Most retail store manager training includes have to have sales meetings but when was the last time you talked about...

Retail Trends: 10 Must See Retailers You Must Visit In New York City

When coming to New York, retailers should study what’s new in Manhattan. You can see technology, merchandising, retail trends, and customer...

Selling In A Retail Store: How to Disarm Customers in 10 Seconds

In the moment after someone has walked into your store but before the salesperson has spoken to them, anticipation builds. Here’s how to make sure...

Top 10 Technology Innovations For Retailers Of All Sizes As Seen At NRF2020

As brick and mortar retailers continue to look for how to compete with online, many are realizing they have to do more with both fewer stores and...

9 New Visual Merchandising Trends For Your Store

Visual merchandising covers everything from how you visually arrange your merchandise to how you interrupt traffic patterns in your store, to how you...

How To Gain A Positive Customer Perception Of Your Brand

What customers think of you decides how much you can charge for your product, what kind of employees you have working for you, and what kind of...

5 Steps to Closing a Retail Sale Quickly

Closing a sale. Why is it so hard to do? Because you are putting yourself on the line. Did you read the situation correctly? If you ask and they...

Bad and Good Customer Service Examples At Saks Fifth Avenue

Longtime readers know I sometimes share both my good and bad retail customer service shopping experiences from across the world.  What are three key...

The Causes And Consequences Of Bad Customer Service

The reason for a bad customer service experience could best be summed up by Lily Tomlin's character Ernestine, "We're the phone company; we don't...

Better Sales through Customer Engagement

  How can you determine whether your customer engagement strategy needs improvement? Quite simply, passive shoppers don’t buy. What is customer...

Value Selling: How To Sell Value Over Price In Your Store

Value selling is, at its heart, the moving of more merchandise. No matter how many facts you know about a product, if the consumer doesn't see the...

10 Reasons Working Retail Isn't Bad For Your Health

This post was written pre-COVID-19. Obviously, coming in contact with people from all over the world can raise risks for your personal health. A...

Are You Missing These 4 Key Retail Sales Training Tips?

What are the best retail sales training tips? Those tips that make a shopper feel for a few minutes they are the most important person in the world....

Managing Sales Behaviors to Improve Sales Performance

What are sales behaviors? They are a series of actions comprised in a sales process, the way sales people act and talk with shoppers. It is not as...

10 Of The Retail Doctor’s Best Retail Blogs From 2019

You know you should be searching for the best retail blogs to learn how to do better with your store so I’ve compiled this list to help you build...

How Does Online Retail Sales Training Work?

Retailers, are you meeting your retail employees' training needs? Online retail sales training programs can help you provide better customer service...

Top Voices Retail 2019 - What Was Missing

Every year I look forward to the LinkedIn Top Voices Retail to see who I should be following, who I know on the list, and even, last year, thrilled...

How Amazing Customer Moments Help Associates Survive Working Retail At The Holidays

I might have been a nut, but I actually liked working retail during the holidays.  A lot of retail workers complain they can’t survive working retail...

14 Small Business Saturday Marketing Ideas For Retailers

When Small Business Saturday began nearly a decade ago (thanks to American Express as a marketing campaign for cardmembers), few retailers took...

SalesRX Online Retail Sales Training Certification Proves Results

An online retail sales training program can be the best way for a retailer to increase their customer experience by turning their staff into sales...

What It Takes to Be an Awesome Assistant Store Manager

If you’re looking for the top skills for how to be a good shop assistant or assistant store manager, you’ve come to the right post. So many retailers...

9 Powerful Tips To Grow Your Retail Sales With Role Play, Even If You Hate It

If you’re trying to grow your retail sales, role play has to be an essential part of your daily practice. Retailers who are struggling think their...

5 Employee Behaviors Stunting Your Ability To Increase Your Retail Conversion Rate

While a lot of people moan about fewer people going to the mall, what really matters is improving conversion rates of those who just enter your shop...

Barney’s Bankruptcy Shows Limits Of Poor Customer Service

I first stepped into Barney’s in New York City in 1993 because it was one of the only high-end men’s clothing stores that featured exceptional new...

What You As A Retailer Should Do To Deal With Tariffs

I expect it is going to be a great August for retail sales. Not because it’s back-to-school season but because of announced new tariffs. When people...

The Growing Backlash Against Brands Undercutting Their Retail Partners By Going D2C

I used to work under a high-pressure bonus program. It was everything to hit goal for the month. Some guys would do incredible deals with shoppers...

5 Ways To Develop Top Managers In Your Store

I was talking to a frustrated CEO last week. Their No. 1 store was failing and he felt it was the manager’s fault.  I asked, “What were his...

7 Easily Missed Danger Signs Your Retail Business Is Failing

I remember a buddy of mine who went to work for Circuit City. He did a great job and was promoted many times. Because each employee’s paycheck was...

Retailers: There’s Hope! Gen Z Values Your Brick and Mortar Stores More Than Their Parents or Grandparents

Oracle NetSuite and I partnered on a new survey to find out exactly where the disconnect between shoppers and retailers is occurring by generations...

8 Reasons Why Customers Don’t Buy From You

No matter what you sell, there is nothing more frustrating than trying to figure out why a shopper didn’t buy from you. Or another way to put it is...

3 Experiential Retailers Doing Store Design Right

It’s been a tough last few months for brick and mortar retailers as many are reporting lower same-store sales like GAP, Kohl’s and Nordstrom while...

5 Retail Trends Transforming Shopping That Didn’t Exist 25 Years Ago

I am celebrating 25 years as the Retail Doctor and looking at retail trends. I put myself through college working at the Broadway Department Store....

Why Might Your Store Employees Be Ripping You Off Blind?

A friend of mine received a disturbing product recall on his Pacifica van – the ball joint on the front wheel could break with catastrophic results.

Three Things You Must Do that Help Selling to Men

Many retailers are wondering, “How can I get more sales from men in my retail store?” It’s a good question to ask because more data is coming out...

At Eklund’s, a Business Makeover Story of Astonishing Retail Transformation

“Have you ever done a business makeover for an equipment dealer like this before?” my client asked. “No,” I answered, “but I am product agnostic – it...

Battling Disruption In Retail Begins With Operational Excellence

A lot of money is chasing the term of disruption in retail. From innovative AI chatbots to new payment solutions, everyone is hoping to disrupt – or...

The Ten Commandments Of A Successful Retail Store

It’s easy for many retailers to get distracted with all the changes going on in technology, social media, and shopper behavior. That can lead to...

What’s New In Retail  Store Design At Hudson Yards, Saks, STORY, And Neiman Marcus

This week, two analysts from UBS gave us the most shocking headline which said 75,000 stores will need to close by 2026. They argue that if online...

How To Remove Half-Assed Responses To Requests For Customer Service

Three very short examples about customer service… A friend of mine was at a restaurant the other day. She was told they would have the next...

A 5 Point Road Map To Compete With Amazon

Levi's made headlines last week when their stock gained 32% on its first day of trading. While Levi's sales and profits are growing, they didn't come...

The Future of Retail: 9 Experts Share Insights

I attended Shoptalk in Las Vegas last week. Even as headlines about the retail apocalypse returned after widely expected store closures were...

Knowing Your Customer: How to Improve Retail Customer Service

I just completed a business makeover of Eklund’s, an agricultural equipment dealer in rural, upstate New York. While I’ll have a full post on some...

How To Get Customers Onto Your Loyalty Program? Don’t Do It Like Victoria’s Secret Does

A friend of mine went to Victoria's Secret recently and shared this story. “When I went to check out, the sales associate had this giant script of...

How To Avoid Going Bankrupt Like Payless? It Begins With Visiting Your Competitor

One of the first things I do when conducting a business makeover is to get the owner and manager to accompany me on a visit to a competitor. This...

Here’s The Bold Vision Of How I Would Fix J.C. Penney

I’ve been quoted a lot regarding J.C. Penney, beginning with Ron Johnson’s botched makeover filled with hubris a few years ago to their recent...

Sensory Branding Is The Retail Future: Mastercard Introduces Sonic Identity

For a long time, restaurants have had signature dishes, from the highbrow Le Cirque Lobster Salad all the way down to KFC’s finger-licking-good fried...

RedPoint Gives Your Customer Data the Golden Touch

Back in the 90’s, I used to have one remote for my TV, one remote for my cable, one remote for my sound system, one remote for my VCR, and one remote...

How To Save A Sale By Dealing With Stump The Chump

Stump the Chump usually refers to someone in the audience trying to try to trip up a speaker with aggressive and sometimes downright nasty-sounding...

3 Ways Brick and Mortar Stores Are Fighting Back Against Amazon

I attended the NRF Big Show last week and came upon three tech solutions retailers are using to bolster their in-store efforts and fight back against...

Ted Baker Delivers The Best Shopping Experience Around

After an interview at CNN in New York, I was to catch up with my buddy Tony at the new Men’s Nordstrom just down the way. I had a few minutes to...

Retailers And CPG Manufacturers Take The Lead In Social Activism And Gain Sales As A Result

Gillette sells razors, Nike sells shoes, Starbucks sells coffee, and Patagonia sells sportswear, but these are also socially responsible brands. ...

Oracle NetSuite + Retail Doctor Survey Reveals Customer Service Disconnect Between Retailers And Shoppers

Oracle NetSuite and I partnered to find out exactly where the disconnect between shoppers and retailers is occurring and how those findings could...

Neiman Marcus Visit Illustrates Why Brick And Mortar Stores Are Losing Money

I was in Dallas a few weeks ago and decided to visit the Neiman Marcus flagship store. Upon entering through the cosmetics section I received a...

Direct-To-Consumer Retail Brands Are Damaging The Environment, Here's The Fix

It’s almost hard to remember how we used to buy mattresses. Perhaps you’d go to a mattress store like Sleepy’s or a department store like Macy’s....

How To Be Here Next Year: 5 Steps Retailers Need To Embrace To Compete With Online

Many retailers have embraced digital as the be-all and end-all. Many pundits and retail experts are telling us the only way to survive is to bring...

How To Make 2020 A Year You're Not Ashamed Of And Grow Your Retail Sales

Another year has closed. For some, it was record-breakingly good. One thing that is true across the board, last year was a year fraught with ups and...

Must-Reads For Brick And Mortar Retailers:  How To Compete With Amazon

Here are the 10 must-read blog posts for reliable, retail-focused information on everything from staffing issues to marketing to design and training.

10 Ways To Arrange Your Store When It Is Crowded With Merchandise In December

Holiday merchandising is always hard.  A lifetime ago I managed a western wear store in South Coast Plaza, the nation’s number one mall, and I both...

Are Your Employees Building Up Your Online Store While Sabotaging Your Margins?

A lot of attention is being given to how online retail is growing. But what if that growth isn't coming entirely from consumer demand, but employees...

How To Improve Your Email Marketing To Increase Retail Sales During December

Are you looking for how to use email marketing in December to lure holiday shoppers back to your store again and again? You've come to the right...

LinkedIn’s Top Voices Retail 2018 | Here’s What Drives Me

This past week I was named as one of the top voices in retail on LinkedIn along with others including NBC reporter Lauren Thomas. I figured my...

8 Ways To Use Small Business Saturday To Grow Holiday Retail Sales

  Looking for a strong way to promote your business and how to attract customers using Small Business Saturday?  Now in it’s eighth year,  Small...

It's Not Boredom, Your Associates Have Retail Hypnosis

Sleeping with the Eyes Open, a 1929 study, theorized that people in monotonous situations tended to enter a sleep-like state without closing their...

9 Best Practices How To Encourage Impulse Buying

The holidays are a great time to entice shoppers with unplanned purchases. The grocery industry has mastered the art of getting a shopper who just...

A 30-Minute Pre-check To Prepare Your Store For The Holidays

At this time of year, there are loads of holiday preparations articles about how brick and mortar retailers can have a profitable holiday shopping...

How Should You Handle Bad Customer Behavior With Bratty Kids In Tow?

Brick and mortar retailers have to put up with a lot of bad customer behavior. But how should you deal with a difficult consumer behavior when they...

5 Giant Takeaways To Heed From Sears Withering Bankruptcy Tale

You can’t open a webpage, a newspaper, or turn to your video channel without someone somewhere coving the story that Sears went into bankruptcy...

How To Overcome Fear of Failure In Your Business

A lot of retailers write me about their fears. Fear of not doing enough to gain market share. Fear of not having the training they need. Fear of...

To Compete With Amazon Try Adding On Instead of Discounts

Imagine if this was your retail business: “Given our view that Bed Bath & Beyond was unable to post positive comps this last holiday season despite a...

How to Prepare Your Store for the Holidays: 10 Things You Should Do

                                           Wondering how to prepare your store for the holidays? The National Retail Federation reports 40% of...

5 Ways How To Re-Engage Customers With Email

During the time of Covid, it can be easy to feel you're doing all you can retailers. Sorry, but we've changed our buying habits. That's why you need...

7 Best Ways How To Boost Foot Traffic to Your Retail Store

Even before Covid-19, retailers often asked me, How can I bring more customers to my business? In my last book, The Retail Doctor’s Guide To Growing...

How To Overcome These 5 Shopper Objections And Get The Sale

As I walked past a Brookstone in an airport one Sunday afternoon several years ago, a guy was clearly teaching his associates how to sell their...

6 Ways To Protect Yourself From Email Ransom Scammers Who Have Your Real Password

You probably got to this page from a search like ransom email bitcoin password. I don't usually write about email except how to re-engage customers...

5 Ways How To Sell More By Talking Less

How do you become a good retail sales associate and move visitors from shoppers to customers? In the Broadway musical Hamilton, the character Aaron...

Amazon Prime Day Crash Reveals Fallibility Of Online Shopping

Amazon’s website crashed as Prime Day 2018 kicked off. How does Amazon crash when people order from them 24/7 365 days a week? Other retailers could...

How To Compete With Amazon? Create An In-Store Customer Experience

Amazon is the company retailers love to hate. Amazon’s arms continue to weave and curl around your customers. And while shoppers shop at both Amazon...

Podium Survey Reveals 6 Surprising Reasons Customers Don’t Return To Local Retailers

Ever written an email or text to a retail business and didn’t get an answer within a day? Ever walked into a local business’ restroom and found it...

Is Your Aversion To Selling Holding Back Your Store’s Sales?

An aversion to selling is everywhere in the retail industry. And it has nothing to do with Covid. Former Apple Retail Chief Angela Ahrendts said...

How to Reduce Friction in Selling

IHOP created a tsunami of publicity when they teased they were changing their name to IHOB. A few days later they revealed the B would stand for ...

What Top Brick and Mortar Retailers Are Doing To Combat Amazon

As 250+ Bon Ton stores go out of business, the Wall Street Journal caught up with their former CEO Tim Grumbacher who said, “If I had had the...

How To Increase Retail Sales By Focusing On These 5 Obvious Things

When I was putting myself through college, one of my first jobs was in retail sales at the Broadway Department Store in Southern California.  While I...

7 Reasons You’re Afraid Of Retail Sales Training And What to Do About It

Have you passed on retail sales training because for you either didn’t think it would work or you had a bad experience in the past? You're not alone.

The Best Way To Create Window Displays That Turn Heads And Drive Foot Traffic Into Your Store

A lot of retailers are looking for ways to draw shoppers into their stores. Yet most brick and mortar retailers don’t understand that they have the...

3 Customer Service Techniques That Can Skyrocket Your Store Sales

The one common denominator when it comes to retail sales is...people. And how those people interact with each other. I call it being brilliant on...

7 Retail Customer Service Experience Mistakes Retailers Make

As a motivational speaker, I travel a lot and encounter customer service mistakes all the time.   A few weeks ago, I was waiting in line for an iced...

4 New Retail Business Ideas That Stand Out From the Competition

If you're paying attention to the doom and gloom associated with retail, it might seem that the exuberance of online shopping - It’s SO easy -  has...

7 Leadership Training Skills To Make Your Store More Successful

Management has the ability to make or break a team of retail employees, but only if they have leadership skills in retail. With Covid-19, your...

The Litmus Test For Customer Service Interaction - Do You Measure Up?

I was staying at the Midlands Park Hotel in Portlaoise Ireland and walked into the restaurant to have breakfast. I’d never seen a breakfast buffet...

7 Customer Service Skills Your Employees Need to Succeed

I was with a friend who was looking for a new pair of sneakers yesterday at Dick’s Sporting Goods. He found an associate and he told him what he was...

5 Employee Training Methods for Slow Times

Looking for ideas to keep employees busy? Let's face it, working in retail can be stressful. Most of each workday is spent dealing with customers,...

7 Customer Service Techniques To Increase Sales Right Now

In the retail world, customer service often matters more than the price tag. When people find the perfect fit, they're usually willing to find a...

5 Cost-Saving Initiatives Your Retail Operation Must Have

They say you have to spend money to make money, but you also have to save money to make money.  In the retail world, cost savings are just as...

Manager Training Program Pitfalls - Why Your Retail Business Needs An Upgrade Now

Retail brands are in trouble. Even top brands like Nine West and Bon Ton have gone belly up. Your retail business needs to be continually upgraded...

10 Easily Overlooked Customer Service Tips

                            When was the last time you had a negative customer service experience? Do you remember? Of course you do! And how many...

2018 Retail Assessment Reveals 10 Shocking Lacks In Best Practices

What is the current state of the retail industry? To no one’s surprise, most retailers see customer service as their most important challenge. ...

Starbucks Shows Why Retailers Must Be The Drivers Of Social Change

This past week, Starbucks announced they were closing 8000 of their US locations for bias training after a manager called Philadelphia police to...

48 MUST Ask Questions To Help You Select The Best Point Of Sale POS Retail Software

A question I’m asked frequently is how to select the best POS system software.  It’s important because a point of sale system for small business can...

5 Best Management Practices For A Customer First Focus

When I was selling cowboy clothes in the Santa Monica Place mall back in 1982, I received a call. “I’m Kris Kristofferson’s manager, do you have a...

Retail Brands Are In Trouble. Is Yours Next?

Did you ever watch the Sopranos episode where Richie racks up a massive debt? Tony takes over the business and racks up even more debt. In the end,...

How To Bring Your Dying Downtown Retail Shopping Area Back To Life

A great downtown has a thriving independent retailer community working at the top of their game. New businesses open and add to the mix of merchants...

Don’t Blame The Customer! Why Music Stores And Your Store Are Struggling

I love checking out art museums on vacation. I usually meet the docent because I stand too close to the artwork and get an occasional, “Step back...

7 Things Every Retailer Should Takeaway From The Toys R Us Demise And Lowes Conversion Rate Problem

The big news this week was that Toys R Us took the final step to close all 735 of their US stores and put 33,000 people out of work. This is a big...

What’s The Best Shipping Software For Your Retail Operations?

When I was first starting out, one of my first jobs was as a janitor and shipping clerk at Slavick's jewelers in Glendale, California. Depending on...

Off-Price Retail Cannot Be The Way Forward, Customer Service Must Be

Back when I was a kid, I had a coughing fit at a concert. My mom looked down at me, grabbed her purse, and gave me a tissue. The purse was a fairly...

7 Tips To Improve Your Store Sales Via Your Website And Social Media

A local business group asked me to present for half a day. It was a typical group of small and medium-sized businesses who sold everything from...

How to Create Loyal Retail Employees

You don't want the reason you have loyal retail employees to be because they don't ask for a raise or they've been there for a long time without...

How Associates Selling With Their Own Wallets Are Killing Your Retail Sales

Let’s be honest, a lot of people are afraid of retail salespeople. For that matter, they are afraid of anyone who says they sell something. Most...

How To Close A Sale? Address Shoppers Five Roadblocks

The days of trying to make shoppers buy something are gone. Even if you still try to use old school closing techniques, the world has changed. ...

How To Improve An Underperforming Retail Sales Team

Do you remember what it was like when you started your first retail sales job? The joy of finding out how you could do better, and especially sell...

How To Stop Bad Customer Service Experiences In Your Retail Store

Last week I wrote a rather scathing review the customer service skills I experienced during my visit to The Ritz-Carlton in New Orleans that I also...

The Ritz-Carlton Review: My Personal Customer Service Horror Story

I was standing naked, covered only in a towel and yelling down from the second floor of the men’s spa at the Ritz-Carlton, “Is anyone there? Get me...

7 Best Retail Blogs Of 2017: Must-Reads For Brick And Mortar Retailers

As a retail consultant, speaker, and trainer for some of the best retail brands in the world, I get on a lot of lists. 2017 was no exception. I...

Retail Holiday Sales: How To Sell To Men and Help Them Buy Like A Hero

As a retailer, I loved the day before Christmas Eve. All the planners had purchased - with their lists of must have items that unless you had it-...

9 Tips To Get Last Minute Shoppers To Spend  More In Your Brick And Mortar Store

How can brick and mortar retailers compete against online retailers to get their fair share of last minute shopper's wallets? There is one simple...

How To Leverage The Weather To Market Your Store And Grow Your Retail Holiday Sales

How does weather affect retail sales? A long time ago, in a mall far far away, I was running a flagship retail store in the United States premier...

How To Prevent Sexual Harassment And A Hostile Environment In Your Retail Store

You can’t open a webpage without seeing a new charge of sexual harassment or the downfall of some powerful man in the workplace as a result. This...

How Retail Employees Can Maintain Their Sanity During The Holidays

  The first week of December can be the calm before the storm.  Your seasoned retail employees know what is in store, your newbies have no idea. ...

How Brick And Mortar Stores Can Win Against Online Retailers This Holiday

Many news outlets scrambled over the weekend to pull together every fact they could to show the retail apocalypse – a story that seems to continue to...

The 5 Best Ways To Drive Customer Conversion Rates In Your Store

In April of 2016, my blog 5 Ways How to Raise Your Retail Sales Associates' Conversion Rate was shared almost 5000 times. But things never stay...

How To Determine If Your Employee Scheduling Is Too Lean

Most every retailer's looks at their employee scheduling as their most expensive operating cost. I see employees as an asset, not a liability, but...

Do You Provide an Engaging Customer Experience? Take This Quiz

A lot is being written about customer engagement in retail. How retailers are trying to engage shoppers to their brick and mortar locations by...

How To Improve Your Retail Sales With Role Play

Are you looking for how to improve sales for your store? In this article, I look at selling role play in five fundamental ways. Did you see the World...

How To Upsell - Getting Retail Employees To Do It Even If They Hate It

When it comes to the easiest sales technique you can use to grow your average sale, there is nothing that works better than a product upsell. This...

7 Ways To Be Memorable and Get Customers Back

My buddy Steve had a neck pain and had been researching a pain-relieving pillow for weeks. Finally, he found the perfect one online and purchased it.

How To Prepare Your Store For Black Friday And Strong Holiday Retail Sales

There will be five Saturdays between Thanksgiving and Christmas this year. Maybe that's why the National Retail Federation expects holiday retail...

9 Ways How To Compete With Online Retail Bandits Stealing Your Business

So many retailers love to complain that online retailers are killing them.And yes online is affecting all of us, but you can minimize online shopping...

5 Hot Retail Trends You Can Implement In Your Retail Store Today

  The retail landscape is changing. Smart retailers are looking at retail trends from broad demographics to become a demographic of just one. Both...

9 Ways How To Re-Energize Your Brand With A New Retail Sales Strategy

Imagine that you’ve just stepped into a retail business that has been operating at a loss for over a decade.A retail business that is careening...

How To Get Employee Sales Training To Stick Like Gum To The Sidewalk On A Hot Summer Day

Shoppers respond to a human trusted advisor more deeply than to any webpage. These days the decision between a shopper choosing to visit your store...

7 Essential Skills Every Retail Manager Needs To Succeed

What skills do retail managers need? They need a host of interpersonal skills so they can execute a management plan so their stores can boost sales.

Lost a Sale? It All Started With How You Greeted Your Customer

Greeting a customer is the most important thing you can do right...or wrong in a brick and mortar retail store. I'll cover that shortly, but first...

3 Ways To Keep Your Store From Being Just A Warehouse

When it comes to customer experience, many businesses have abandoned personal contact making their stores little more than a warehouse of product.  

From Hating Civil Rights To Honoring Them - My Journey

Today’s blog is not about retail sales training. Or marketing. Or attracting customers to your shop. It’s about how we are more alike than different.

What Is a Marketing Plan and Does Your Independent Retail Store Need One?

Whether you are about to open a retail store or have been running one for years, if you don’t have a marketing plan, you really haven’t focused your...

When Retailers Mistake Their Most Important Asset As A Cost

For years we’ve heard that employee expenses are driving retail profit margins down; as a result, labor hours were cut. That meant shoppers were...

Retail Success: How To Keep Your Store From Being Your Personal Ball And Chain

In 2001, Tim & Cynthia Holliday took a gamble:  They purchased Children's World, a struggling children’s uniform, clothing, and toy store in...

How Omnichannel Retail Is Destroying Your Experienced Salesperson Workforce

A New York Times story today shared Saks has turned the entire second floor of their New York City store into The Wellery, including a salt room and...

How To Deal With The Shop Local But Buy Online Retail Trend

Every Friday I answer your questions in a Facebook LIVE video. This past week many questions revolved around the new retail trend some call shop...

How The Best Retail Salespeople Make The Sale

I've written about badcustomer service experiences but this time, I thought you should see what a great customer experience trained retail sales...

50 Things Retail Employees Can Do When They're Not Busy

What to do when your retail employees are standing around and your store is not busy... You probably don’t mind them taking a well-deserved break...

How To Successfully Conquer Goal Setting For Your Retail Store

    Effective goal setting is the key to driving sales and self-discipline. To set a meaningful goal, you should start with the why. I used to...

How to Battle the 7 Retail Trends Affecting Today's Consumer

With lower foot traffic, retailers are desperate to get a handle on the top retail trends to see where their customers went and how to get them back.

How To Increase Units Per Transaction

Your success as a retailer depends on increasing your metrics like units per transaction (UPT) and conversion rates. The only way to do that is by...

Retail Strategy: 5 Things Retailers Must Commit To Master

This is a retail strategy post with many items for smaller retailers as well as some for larger retailers... I had just finished one of my...

Retail Management: How To Get Your Employees To Do What You Want

One of my first clients was a coffee roaster, and I remember the owner recounting a story about retail management... At the end of her shift, one of...

6 Ways To Combat Shoplifting, Employee Theft and 5 Finger Discounts

Shoplifting and employee theft are on the rise; they make up what retailers call "shrink." Loss prevention is a broad category used to encompass...

Customer Service In Your Retail Store – 3 Stories To Get You From Cringing To Caring

I have been a loyal Nordstrom shopper for decades. It was the pinnacle of cache to buy from Nordstrom. Exclusive. Quality. Service. For many years...

3 Retail Management Tips From Michael Kors Closing Stores

Michael Kors received a lot of attention for announcing they would be closing about 125 retail stores over two years. Comparable sales at stores open...

7.5 Million Retail Jobs To Vanish – 73% Are Women. It’s Now Or Never For Retail Sales Training

A study warned recently that up to 7.5 million retail jobs could be gone in the coming years due to automation. For perspective that would be twice...

How Many Hours Should You Invest In Retail Sales Training?

People often ask me, “How many hours does it take for retail sales training?” The easy answer would be as long as it takes . For if your sales...

12 Best Practices Of Retailers From Ivory Tower To Front-Line Employee

Online retailers are jealous. They can't do what brick and mortar retailers can do. They can’t create an emotional connection to an object. A...

How To Get Retail Shoppers To Make Unexpected Purchases In Your Store

One of the best things you can hear in a retail store is, “I was just walking by and spotted this and I had to have it.” Why? Because it leads to an...

Here’s Why You Need To Get Serious About Your Own Retail Customer Service And Engagement

Brick and mortar stores have the ability to surprise and delight. So does a downtown shopping area. The sheer serendipity of walking into a store...

Want Employee Development But Can't Prove Online Sales Training Is Worth The Money? How’s This?

I received a tweet from Susanne Wolf in January of this year accompanied by the photo above. It read, “Thanks to you Bob: reaching our goal and going...

What Do Shoppers Value and Want When They Walk Into Retail Stores?

We now value the worth of something by how picture-ready it is. I got caught up in it myself while staying in Los Angeles recently. A trendy new...

7 Ways To Get Better At Selling In Your Retail Store

Are you struggling to get more sales? Looking for how to sell more in your store? You can either watch a 90 second video about it here or read below.

Retail Is Not Dead But Stores Are Closing. How To Keep Your Store From Dying

On Monday, Ralph Lauren announced they are closing their flagship Polo store in New York City as part of a drive to gain their footing in a rapidly...

Retail Sales Training Tip: Use Story Selling

Retail sales training for associates has to be more than to hammer employees over the head about facts, facts, facts. When we buy on emotion,...

How To Avoid The 7 Reasons Small Retail Businesses Fail

There is nothing sadder than going by one of your favorite boutique retailers and finding an empty store with a sign For Lease posted in the window.  

Cognitive Computing Is Transforming Online Retail - Where Does That Leave Physical Stores?

Online retailers are coming after every single brick and mortar retailer.   In addition, the brands you carry and made famous are leapfrogging over...

4 Ways To Improve Your Retail Customer Experience and Sales

Many retail stores offer the same or similar products as you do. And anything is available online. If the only thing your customers can hope for is...

Here’s Proof My Online Retail Sales Training Program Works

I‘ve been an in-person retail sales trainer for upscale retail brands and I’ve helped them achieve extraordinary gains over the last 20-some years.  

The 5 Shifts Brick-and-Mortar Retailers Are Making to Generate Up to 20% Higher Profits Every Month

Are you a hungry brick-and-mortar store owner who’s ready for a fresh, people-obsessed strategy? This training is for you if you want to grow your business using a powerful customer experience formula proven to make your cash register chirp.