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The Retail Doctor's Blog


Attract, Close & Delight Your Customers

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

Bob Phibbs

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 changing retail world. The Detroit News said it was “a symbol of old-fashioned luxury that no longer resonates with today’s shoppers.”

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Topics: Customer Service, Luxury Retail, Nordstrom, Ralph Lauren

Retail Customer Service: How To Get Away From A Shopper In Your Store And Onto Another

Bob Phibbs

Many decades ago, when I was first starting out as a commissioned salesman, I had a very good customer, Richie.

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Topics: Customer Service, Retail Sales Training, retail customer service,

Here’s The Number One Reason You’re Letting Yourself Get Away With Providing Bad Customer Service

Bob Phibbs

Bad customer service could best be summed up by Lily Tomlin’s character Ernestine, “We’re the phone company; we don’t have to care.”

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Topics: Customer Service

How To Fix The Fatal Mistake You Don’t Realize You’re Making That’s Losing Retail Customers

Bob Phibbs

Online retailers and discounters have taken their toll on many brick and mortar stores. Macys, JC Penney, and Kohl’s are closing locations and the Limited is going out of business altogether.

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Topics: Customer Service, Retail

3 Steps For How To Motivate Yourself And Increase Retail Sales When It’s Slow

Bob Phibbs

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Topics: Retail Sales, Customer Service, Motivation, Retail Sales Training

How To Engage Past Customers To Grow Your Holiday Retail Sales

Bob Phibbs

 

It’s been said it costs seven times as much to attract a new customer as it costs to retain an old one. This post will give you five ideas for how to use email to talk to your customers - those who have purchased from you  - and four others to get them to return more often.

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Topics: Customer Service, email marketing tips, how to attract customers

Wait, What? How To Get Your Retail Employees To Listen

Bob Phibbs

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Topics: Customer Service, Retail Sales Training

Retail Training: How To Effectively Develop The Best Sales Skills

Bob Phibbs

Looking for the easy answer for how to develop the best retail sales skills?

Knowing isn’t the problem…

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Topics: Retail Sales, Customer Service, Retail Sales Training

Retail Customer Service: Beware Disgruntled Employees

Bob Phibbs

I was consulting with a major retailer the other day. Premium. High quality. Known brand.

The retail executive shared with me that when they put on a sale, they see a whole different customer than their regulars.

I found that particularly interesting because most people would have predicted their own customers came out in droves, but they really didn’t.

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Topics: Retail Sales, Customer Service, retail employee training

7 Critical Things Specialty Retailers Must Do to Survive in The Amazon Era

Bob Phibbs

Before I share how specialty retailers can survive and thrive, a question...have you ever played Jenga?

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Topics: Retail Sales, Customer Service, cash flow, visual merchandising

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