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The Retail Doctor's Blog


Attract, Close & Delight Your Customers

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

Bob Phibbs

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 one salesman at their Cypress store helped me pick out my on-camera wardrobe.

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Topics: retail customer service,, Nordstrom, United

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

Millennials, He Wrote: How Retailers Are Paying The Price For Ignoring Baby Boomer Customers

Bob Phibbs

Yesterday, the New York Times ran the story, Bargain-Hunting Frenzy Threatens Traditional Department Stores. Macy’s, Nordstrom and others’ earnings look especially bleak after the government reported that overall retail spending had ticked higher in April.

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Topics: Retail Sales, Retail Sales Training, Millennial, Baby Boomer, Nordstrom

Logic Is Sinking Your Retail Sales. Here’s How To Counter It.

Bob Phibbs

I was interviewed this past week, and the host went on and on about how wonderful he thought the Apple store experience was. He held Apple up as his holy grail of how to sell.

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Topics: Retail Sales, Retail Sales Training, apple, Macys, Nordstrom

Hey Retailers! Nordstrom’s Customer Service Problems Are Yours Too

Bob Phibbs

I’m a Nordstrom shopper. Have been since I worked at South Coast Plaza in Southern California thirty years ago.

I've never used their personal shoppers. I’ve never gotten flowers from an associate as a thank you. I’ve never had someone go out of their way to pick up a shirt for me the next day.

But I have come to trust their curated selection of brands so much that anytime I’m speaking where they are, I’ve gone out of my way to visit one.

Three weeks ago I stopped at their flagship store in Seattle. As I was looking around a designer collection, two employees were busy talking to each other while another was checking their smartphone.

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Topics: Retail Sales, Nordstrom

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