Staffing and Training Blogs
Employee turnover: Are you causing it or preventing it?
There are many causes for turnover, but the single biggest reason for turnover in retail stores today is the inability of the sales staff to be successful. But…
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Six trends that will cause brick-and-mortar retailers to lose sleep in 2012
by Bob Phibbs — CEO, The Retail Doctor
It's customary to look ahead at the retail trends that will shape 2012 and the buzz, profits and challenges to profitable retailing. Here then are the good…
read now25 things your employees should never do during the holidays
by Bob Phibbs — CEO, The Retail Doctor
The holidays are almost here so I've revised my list of blunt reminders for both staff and owners of specialty retailers. Unless you stop them from happening…
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Updating the referral bonus
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We all know that finding and retaining great people is a vital element for any experience-based store or company. What might not be as obvious is how much…
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In the blink of an eye ...
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
It's no secret that supermarkets spend literally hundreds of millions of dollars on advertising. They spend money on television, radio, print, email, online…
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Guided customer service: Open and closed questions
by Peggy Carlaw — VP, Impact Learning Systems
Why are some customer service experiences better than others? Most often it's because the customer service representative confidently guides you through the…
read nowAre you getting your additional 13 percent?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The 2011 American Express Global Customer Service Barometer finds that 70% of American consumers are willing to spend an average of 13% more with companies…
read nowIs the age of 'more' and 'faster' replacing 'the customer is king'?
I admit it. I am a lot older physically than I think I am mentally. As Dr. Evil said so eloquently to his newfound son in the Austin Powers movie, "I'm hip."
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The declining need for, and escalating value of, human service
by Doug Stephens — President, Retail Prophet Consulting
Technology has been steadily reducing the number of human service interactions we require in an average day. For at least the last decade, the list of what we…
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Enhanced customer service increases retail sales
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
The best thing you can say about the economy, is that it's shaky. Prices are up for everything–from groceries to gasoline. The unemployed are looking for…
read nowSales skills: Training (nurture) or personality (nature)?
by Peggy Carlaw — VP, Impact Learning Systems
The age-old debate — nature versus nurture — is a common theme that pops up for managers who are seeking the right sales candidates. It's an important…
read nowThe income gap: The growing chasm between server and served
by Doug Stephens — President, Retail Prophet Consulting
Review any retail sales training program written in the past 50 years and you'll likely encounter multiple references to the word "rapport." Rapport, or the…
read nowRetail Customer Service 101: Phone etiquette
by Peggy Carlaw — VP, Impact Learning Systems
Considered common sense and unnecessary by many, telephone etiquette training is back in vogue. As many companies struggle to ride the fierce waves of…
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Walgreens lawsuit highlights the need for common sense in managing employees
by James Bickers — Editor, Networld Alliance
Expect some serious backlash against Walgreens when this story goes viral: Josefina Hernandez was an 18-year employee of the retailer, at the company's South…
read nowWhy adding on may be costing you sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I…
read nowZappo's Tony Hsieh on The Colbert Report
by James Bickers — Editor, Networld Alliance
In case you missed it: Zappo's CEO Tony Hsieh appeared as the interview guest on Comedy Central's "The Colbert Report" the other night, discussing his…
read nowThree ways to make your training more effective
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Whether you're a trainer for a company, or an executive, owner, or manager who is responsible for getting their employees trained, here are three ways to make…
read nowTraditions build customer loyalty
by Peggy Carlaw — VP, Impact Learning Systems
Over the weekend, I went on a trip to my favorite vacation spot: Family Camp. This is a little spot nestled in the forest of the Sierras right outside…
read nowThree ways you are frustrating your customers
by Bob Phibbs — CEO, The Retail Doctor
A buddy of mine named Matt heard about a big electronics store that was closing. He wanted to finally get a flat screen TV, but he and his wife were nervous…
read nowCustomer experience: Southern hospitality at its finest
by Peggy Carlaw — VP, Impact Learning Systems
I live in the happiest place in America. No, it's not Disneyland, it's San Luis Obispo, California. At times, it feels like I'm in a small southern town where…
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