Doug Fleener Doug Fleener, the former director of retail for Bose Corporation, is president and managing partner of Dynamic Experiences Group LLC, a proven retail and customer experience firm that works with progressive retailers and other customer-focused companies. www
An important attribute of a leader is consistency. Without it, employees are left to wonder what is and isn't acceptable. This also takes focus and energy away from the customer.
Doug Fleener, former director of retail for Bose Corporation, lists five ways to improve retail hiring practices.
What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?
The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.
The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues to happen, you're the problem.
Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.
Building up your store associates is critical, but so too is not tearing them down.
What makes a great retail salesperson? Sometimes it's what you'd least expect.
How your employees can gawk, stalk, talk or rock the retail sales experience.
Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.
Every performance development plan needs to contain both a diagnostic and prescriptive element.
How retail associates handle and present products to customers adds to, or reduces, the perceived value.
Staff drama can have a negative impact on morale, the customer experience, and sales results. Unfortunately, retail is essentially a petri dish for drama.
Years ago I had an incredibly talented retail associate working for me. He was smart, charming, a fast learner, and one of the best salespeople I ever met.
During a store visit I got a chance to talk with a young woman I consider an excellent sales person. She delivered very engaging experiences and seemed focused on maximizing her customer opportunities. Our conversation came around to difficult customers.
Hello again and Happy New Year! Just as a healthy business needs to conduct a regular product inventory, companies like yours, which depend on people to drive and deliver an extraordinary experience, should also complete a staff inventory. It's important...
A salesperson recently asked me if selling only what's in stock is good service. When I asked for details, she elaborated. It seems that her manager has instructed his staff that they are only to show and sell what's in stock.
Your employees are a tremendous source of information and insight. They can share how to deliver a better customer experience, or how to sell more.
As leaders we sometimes do things that, entirely unbeknownst to us, have a negative impact on our staff. One example of that is how we come back into the store or business after a vacation, a vendor meeting, or even just a few days off. Back when I was a district manager I had a store manager I'll call Jack.
We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back.