Retail Today with Bob Phibbs, The Retail Doctor: Recent Episodes
Retail Today with Bob Phibbs, the Retail Doctor
Retail Today with Bob Phibbs is a daily digest guiding brick-and-mortar retailers to gain better traction, generate more revenue, and stay strong in their market.
Bob Phibbs, the Retail Doc, hosts a live session covering essential retail tips: the right customer greeting, effective window merchandising, and how to use AI to improve hiring and listings.
Short, practical takeaways include using a simple greeting, keeping windows clear so shoppers can see inside, and using AI to grade and rewrite job postings to attract better candidates.
This episode gives quick, practical retail tips for selling to male holiday shoppers — especially last-minute buyers on Christmas Eve. Learn how to prepare your store, engage without overwhelming, offer visible high-impact gift options, and make returns and decisions easy so men can buy confidently.
It covers what to show (big, bright, or cool), what to avoid (asking budget or following too closely), and simple tactics like playful signage, checking in without hovering, and suggesting wrapped alternatives instead of gift cards to boost holiday sales.
And yes, this is an AI generated version of my recent blog. Would love to hear your thoughts. info@retaildoc.com
WBBM Noon Business Hour interviews Bob Phibbs, CEO of The Retail Doctor, about how Black Friday has transformed — from month-long online deals and softer store traffic to younger shoppers treating it as a social event. He explains why in-store experiences and human connections still drive most sales and what retailers must do to win holiday shoppers.
The conversation also touches on tighter budgets, shifting promotions, and why retail stories often mask steady annual sales gains despite noisy headlines about declining foot traffic.
Podcast Description:
Some of us aren't looking forward to Thanksgiving this year. Not the travel or the cooking. It's sitting across from people we love who now say things that used to live on the fringe like they're obvious facts.
In this episode, I talk about how we got here. The stories we inherited that taught us "us versus them." How pop culture used to warn us about ignorance instead of celebrating it. And what happened when the guardrails broke.
Most importantly, I share what to say when Uncle John starts talking. You don't have to call him a liar. You don't have to start a fight. But you can break the spell with one simple phrase.
I also talk about my father, a social justice minister who stood up for truth but wrote off family members who didn't think his way. He died without much of that support. I learned from him to stand up, but I also learned the cost of writing people off entirely.
This connects to retail because retail is the great normalizer. It teaches patience, curiosity, and connection. You cannot succeed in retail if you think other people are the enemy.
One phrase can remind your table that nuance exists, that facts matter, and that humanity is still the majority. Listen in for how to stay in the conversation even when it's hard.
On Nov 9 the Retail Doc breaks down practical retail strategies: the three customer “switches” (welcome → browse → buy) and how managers can spot and act to convert browsers into purchasers.
The episode also addresses staffing/accountability (weekend sick calls), open-to-buy and merchandise turns, clearing seasonal inventory, pricing vs. discounts, and holiday merchandising tips to create wonder and drive sales.
Includes announcements about the host’s SalesRx nomination, an upcoming keynote in China, and an invitation for viewers to comment, vote, and share.
Bob Phibbs (The Retail Doc) hosts a live Q&A covering proven retail fundamentals: how human connection drives sales, why consistent training and accountability matter, and simple greetings that work. He tackles topics like cash vs. card behavior, creative merchandising and packaging, using AI and video for marketing, and ideas to boost traffic and conversions.
Through real examples and listener questions, Bob emphasizes consistency, employee development, and asking better questions to grow sales and customer loyalty.
Discover simple, actionable ways to attract more customers to your store by focusing on experience over discounts. This episode explains visual merchandising, store layout, lighting, staff training, and small exterior touches that draw attention and convert visitors into repeat buyers.
Also learn how to engage loyal customers through targeted CRM, events, and personalized service so you keep full-price shoppers coming back instead of chasing one-time bargain hunters.
Join Bob Phibbs, The Retail Doc, as he shares insights from his recent visit to Scottsdale, Arizona, where he explores the art of engaging customers in retail. Despite visiting several high-end stores, Bob found that effective sales engagement was lacking, leading to missed sales opportunities.
He emphasizes the importance of not making assumptions about customers, addressing the common misconception that most business is done online. Instead, with 80% of transactions still occurring in brick-and-mortar stores, the in-store experience remains crucial.
Discover how empowering your retail staff with proper training and accountability can transform browsing customers into buyers, ensuring your retail business stands out in a competitive market.
Welcome to another exciting episode of "Life is a Series of Sales Situations," hosted by renowned communication experts Patricia Fripp and Bob Phibbs. Join Patricia as she shares her invaluable insights into enhancing sales through powerful words and engaging communication. From unforgettable customer service anecdotes to groundbreaking sales strategies, this episode covers it all.
Gain an understanding of how simple actions can lead to significant sales success, learn the artistry of crafting memorable interactions, and explore the psychology behind effective communication in retail and beyond. Whether you're a budding salesperson, a seasoned professional, or just someone looking to improve their communication skills, this episode offers actionable techniques to elevate your sales game and make every customer interaction memorable.
In this episode of The Retail Doc's live broadcast, the host shares his newfound joy in birdwatching and how stepping away from daily routines can refresh one's perspective. While discussing the importance of finding a hobby, he addresses the common retail challenges many face today, such as customer attraction and market adaptation. The host highlights the pivotal role of systematic approaches like his online training program, SalesRx, in transforming retail businesses. Listeners are encouraged to adopt proven systems and embrace new ways to engage with both their customers and their passions. The episode also includes a lively Q&A session, covering diverse topics from customer service excellence to hosting memorable retail events.
In this upbeat episode, Bob Phibbs shares insights on how to tackle negativity and improve your mood through physical activity. With the year 2025 bringing unprecedented challenges, it's crucial to turn to movement as a strategy to transform your attitude and find that inner spark.
Bob emphasizes the importance of not waiting for a change in feelings but taking proactive steps by engaging in physical exercise. By doing so, not only can you improve your physical health, but also gain a better perspective on your place in the world.
Tune in for a motivational message that encourages everyone to embrace activity as a powerful tool for attitude adjustment and overall well-being.
In this episode, we explore the often-overlooked importance of network infrastructure in the retail industry. Discover how a strong network foundation can prevent costly downtime and enhance both customer and employee experiences. We delve into real-world examples of retailers leveraging advanced networking solutions to innovate and stay competitive, from implementing smart mirrors to personalized shopping experiences.
Find out why viewing your network as a strategic investment rather than just a cost can unlock new revenue streams and improve brand reputation. With insights on the key components of a robust network, including reliability, security, and scalability, this episode offers practical advice for retailers looking to upgrade their infrastructure. Learn how to identify your pain points, partner with the right technology provider, and strategically invest in your network to ensure long-term success.
Read the full blog at https://www.retaildoc.com/blog/is-your-store-network-ready-for-modern-retail-what-600-global-stores-learned
Join Bob Phibbx, the Retail Doc, in this live session as he discusses the current challenges facing the retail industry, particularly in the wake of rising tariffs and their impact on pricing. Bob shares practical advice for retailers on maintaining a positive mindset, encouraging movement to change attitudes, and the importance of looking forward with hope amidst chaotic societal influences.
Discover the concept of 'Let Them' introduced by Mel Robbins, which empowers individuals to let go of uncontrollable negativity and focus on personal agency—valuable insights for both leaders and retailers. Bob also addresses common sales obstacles, such as creating urgency in customers for non-essential luxury purchases like art, and offers innovative strategies to tackle them effectively.
The session concludes with actionable tips on improving your retail game, embracing better sales techniques, and fostering human-to-human connections rather than relying solely on digital transactions. Learn how to navigate the complexities of retail with confidence and turn challenges into opportunities.
Join Bob Phibbs, the Retail Doc, for a special New Year’s live stream dedicated to invigorating your retail business in 2025. Bob addresses an audience from around the world, emphasizing the power of community and consistency in building an engaged following. With 350,000 LinkedIn followers and thousands more on other platforms, Bob shares his secrets to creating a strong online presence.
Explore the concept of "premiumization" and learn how offering high-value packages can transform your retail offerings. Discover innovative strategies to enhance customer experience and improve your sales numbers. Bob highlights the importance of simple changes in your approach and developing a solid training program. Unearth the potential of SalesRx Plus, with its interactive AI roleplay module, to train retail associates in a dynamic and results-oriented manner.
Prepare your business for success—whether you're a large brand or a small mom-and-pop store—by focusing on delivering exceptional customer interactions and embracing a mindset focused on growth and improvement. Bob’s motivational insights encourage you to view this new year as an opportunity to enhance your retail performance and reimagine your business strategy.
Essential tips to maintain your sanity during the bustling holiday season. Bob emphasizes the importance of shopping early to avoid the rush and enjoy a better shopping experience.
Understanding parking rules is another vital tip, helping you avoid unnecessary fines or towing incidents. Traffic and weather conditions will likely worsen, so planning your route and knowing alternative parking spots can save you time and stress.
Furthermore, familiarize yourself with all back-end supplies and essential procedures, ensuring a well-organized workflow without disruption. Lastly, wear comfortable footwear to keep your spirits and energy high during long days on your feet.
These insights from Bob Phibbs are just the beginning of his three-day series to help you successfully navigate the holiday season. Stay tuned for more tips!
Join us for an enlightening conversation with Bob, the Retail Doc as a guest on WHAM Rochester, as he shares essential advice for small business owners competing with big box retailers. Discover how embracing events like Small Business Saturday and leveraging social media can help increase your customer base.
Learn creative strategies to draw in customers during the holiday season and beyond, focusing on customer engagement and satisfaction. Bob emphasizes the importance of a welcoming atmosphere and personal connection to ensure customers keep coming back, not just during the holidays, but throughout the year.
Explore the unique advantages of shopping locally and how small businesses can capitalize on their inherent strengths. Don't miss Bob's insights on turning casual shoppers into loyal patrons and why supporting local stores is a sustainable, smart choice.
Join Bob Phibbs, the Retail Doc, for an insightful live session on November 10th. Bob addresses various challenges faced by retailers, offering his expert advice from over 30 years of experience in the industry. From the effective use of QR codes to engaging customers and preventing shoplifting, Bob shares practical tips to enhance your retail operations.
Bob also tackles questions on managing staff, including handling sensitive issues like body odor and making tough decisions about payroll cuts. He emphasizes the importance of creating a welcoming environment and maintaining a positive outlook, regardless of external challenges.
With anecdotes from his extensive career, Bob encourages retailers to focus on delivering exceptional customer experiences and adapting to change. Whether you're a small boutique in Ohio or a large chain, there's something to learn from this episode. Tune in for more insights and strategies to thrive in the retail world.
Join Bob Phibbs, The Retail Doctor, and his special guest, Ben from No Bounds Digital, as they dive into strategies to stop losing online leads. This insightful webinar is packed with actionable tips to enhance your website and CRM, ensuring you convert visitors into loyal customers.
Discover the secrets behind successful email marketing strategies and learn how to fix common website issues that might be hindering your business growth. From optimizing shopping cart abandonment strategies to improving website functionality, this episode is a must-listen for anyone looking to boost their online presence.
Get ready to uncover the importance of a fast-loading website, effective retargeting ads, and compelling offers that make your business stand out. Plus, gain insights into how to engage and retain existing customers using your web presence.
Whether you're a seasoned marketer or a retail newbie, this episode offers valuable insights and practical advice to help you take your business to the next level. Don't miss out on learning how to make your website and CRM work harder for you!
Welcome back to another exciting deep dive! In this episode, we explore the often-overlooked yet incredibly powerful practice of customer greetings, guided by the insights of Bob Fibbs, the renowned "Retail Doctor." Discover how these initial interactions can transform a customer's experience in brick-and-mortar stores, creating a lasting impact on their perception and spending behavior.
We delve into Fibbs' six essential rules for crafting effective customer greetings, emphasizing the importance of genuine engagement, anticipating customer needs, and striking the right balance between attentiveness and space. Learn why traditional approaches like asking "Can I help you?" may backfire and how to create a welcoming atmosphere that fosters customer loyalty.
Join us as we unpack the art of greeting customers with warmth and sincerity, much like a politician working a room. Whether you're a business owner or manager, these strategies could be the key to boosting your bottom line and building lasting relationships with your customers. Tune in and discover how a simple greeting can unlock retail success! Check out the full blog post here
Join retail experts Bob Phibbs (the Retail Doctor), Paul Landry (Lightspeed Commerce), and Andrew Duffy (SparkPlug) as we unpack the secrets to transforming grumpy retail employees into engaged, high-performing team members. In this eye-opening episode, discover how effective onboarding can set the stage for success, learn to leverage cutting-edge technology for improved employee performance, and explore innovative incentive strategies that actually work.
Whether you're a seasoned retail manager or a small business owner, you'll gain actionable insights to create a positive work environment, boost customer satisfaction, and drive sales. Don't miss this power-packed discussion on turning your retail workplace from lackluster to legendary – because, as we reveal, happy employees don't just perform better, they're less likely to spit in your coffee!
In this episode, we explore the phenomenon of Christmas decorations appearing in stores well before Halloween. We delve into the reasons behind this trend, driven by retailers eager to capture holiday spending early on. Discover how these early displays tap into consumer psychology, creating a sense of urgency and fear of missing out, ultimately influencing our purchasing decisions.
We discuss the balance retailers must strike to avoid overwhelming consumers and risking sensory overload, drawing parallels with other marketing strategies. The episode also touches on the importance of mindful consumption and reclaiming the true spirit of the holidays, emphasizing connection and joy over commercialism.
Join us as we consider how to create meaningful holiday experiences, focusing on traditions and moments that don't require extravagant spending. Learn how to navigate the holiday season with intention, remembering that the most valuable gifts aren't found on store shelves. Why Stores Should Display Christmas Merch Before Halloween https://www.retaildoc.com/why-retailers-should-display-holiday-merchandise-before-halloween
Ever walked into a store and felt like it just blended in with every other shop? In this episode, we dive into what makes a retail store truly stand out and why just having products to sell isn't enough anymore. People crave unique experiences, and that's where Bob Fibbs, the retail doctor, comes in.
We explore the concept of not being "beige"—blending into the background and becoming forgettable. Fibbs shares stories of retail successes and failures, emphasizing the importance of exceptional customer service, knowledgeable staff, captivating visuals, thoughtful store design, and value-driven pricing.
Discover the five elements of being remarkable in retail and how creating a connection with customers can transform their shopping experience. We also touch on how these principles apply to online stores, highlighting the importance of an omni-channel approach to retail.
Whether you're running a business or just love to shop, this episode is all about understanding what makes you feel welcome and wanting to come back for more. Read more at How To Fix The Fatal Mistake That's Losing You Retail Customers https://www.retaildoc.com/blog/how-to-fix-fatal-mistake-you-thats-losing-retail-customers-due-to-customer-service
In this episode, we delve into the nuances of customer service in retail, exploring the impact of those seemingly small interactions that can make or break a customer's experience. Guided by the insights from the article "50 Things Retail Sales Associates Should Avoid Doing," we uncover the power of first impressions, the significance of genuine engagement, and the importance of empathy.
Discover how a simple shift in language and demeanor can transform a negative interaction into a positive one, and why creating a supportive environment for employees is essential for exceptional customer service. Join us as we highlight the human element in retail and the lasting impact of treating customers with kindness, understanding, and respect.
Whether you're a customer or a retail associate, this episode offers valuable takeaways on the importance of connection and the ripple effects of a little empathy in the world of retail.
Excellent customer service is dependent on your sales associates. Likewise, a bad customer service experience depends on your associates delivering poor customer service in your retail store.
It doesn't matter if you are one of those brick-and-mortar retailers trying to do experiential retail, an established boutique, or a pop-up shop. Consumers, once burned, are likely never to return and more likely to take a chance online before retaking a chance after a poor shopping experience. Here are 50 of my blunt reminders for both staff and owners of specialty retailers based on real-world examples. They usually happen because the retailer does not use retail sales training courses to deliver an exceptional experience.
Unless you stop these things from happening, they will start a chain of unmanageable events.
Customer service skill is needed to avoid these things that can make the difference between customers saying, "I'll take it," and "I'm outta here."
Bad Customer Service Examples: 50 Employee Mistakes https://www.retaildoc.com/blog/50holidays
Bob Phibbs hosts April Sabral to discuss key retail challenges. Topics include: overcoming the stigma of retail careers, motivating employees, managing accountability, acquiring new customers, and balancing manager-employee relationships. The experts share practical tips for small business owners and retail managers on leadership, customer service, and driving sales. Includes Q&A addressing common retail management issues.
With August just two weeks away, students and parents are putting together their back-to-school shopping lists. Bob Phibbs, CEO of the Retail Doctor in New York, joins Rachel Pierson on the WBBM Noon Business Hour discuss the financial impact of back-to-school shopping and how inflation and modern tech needs are driving up costs. Bob shares insights into the National Retail Federation's statistics, highlighting an average spend of $875, which for some families rivals their holiday budgets.
We explore how teachers are also feeling the pinch, often having to budget for classroom supplies themselves. Bob provides valuable advice for parents looking to find deals and manage expenses, especially during major sales events like Amazon's Prime Day and similar promotions from other retailers like Macy's and Target.
Finally, Bob suggests a collaborative approach to managing these costs by involving extended family members who might be eager to contribute to the students' academic success. Tune in for practical tips and strategies to make back-to-school shopping more manageable.
Join me, as I dive into the challenges and solutions of hiring and training retail employees in 2024. In this live session, Bob answers questions from viewers, offering candid advice and insights on how to attract, train, and retain the best talent in the retail industry.
I discuss the evolving expectations of today's workforce, the importance of proper training, and the need for competitive compensation. I also address the common pitfalls of hiring practices and provide actionable tips for creating a motivated and loyal team.
Whether you're a store owner, manager, or aspiring retail professional, this episode is packed with valuable takeaways to help you navigate the complexities of modern retail employment.
Join Bob Fibbs, the retail doc, at the Virginia Transportation Museum in Roanoke as he explores the significance of curiosity and innovation in shaping our world. Standing beside a massive steam engine, Bob delves into historical anecdotes, such as the origin of the phrase "the real McCoy," to illustrate the power of human ingenuity.
Bob expresses concern about the current generation's lack of engagement with the world of wonder and encourages parents, aunts, uncles, and mentors to expose young minds to the marvels of history and engineering. Through captivating stories of past inventions and the challenges faced by early workers, Bob emphasizes the importance of curiosity and creativity in fostering self-esteem and driving future innovations.
Discover how simple yet ingenious solutions, like the use of sand to aid train traction, exemplify the boundless potential of human creativity. Bob's message is clear: inspire the next generation to dream big and aspire to achieve great things.
Join the conversation and share your thoughts in the comments. Bob Phibbs, the retail doc, out. Thank you.
"Discover the history and significant impact of small businesses on the national economy, as well as inspiring tales of resilience, innovation, and entrepreneurship from prominent business owners. President John F. Kennedy first officiated the celebration of small businesses in the first week of May, acknowledging their significant contribution to job creation and economic activity. Highlighting the journey from humble beginnings to market dominance, these storytelling podcasts depict a vivid picture of courageous entrepreneurs who dared to challenge convention, turn risks into opportunities, and reshape the dynamics of their respective industries.
Brace yourself for heartwarming stories from Deanna Wallin, founder of Naples Soap Company; Billy Eklund of Eklund's Farm Machinery; and Heidi West from Lifestyles of Saratoga. Witness how these entrepreneurs weathered business storms, revitalized family ventures, and maintained strong community ties through ethical values and sustainable practices.
Also, glean knowledge and experience from admired retail entrepreneurs: Tony Drocton, CEO, Hammett; Tammy Ketterman, CEO, Ketterman's Jewelers; and Brian Trevilla, author of 'Leading in Retail.' Through an invaluable exchange of insights, lessons, and mentors, discover the true essence of small businesses symbolizing hope, opportunity, and prosperity for all.
In the end, let us toast the indomitable spirit of small businesses worldwide for nurturing dreams, creating jobs, and invigorating the economy. Join us in celebrating their journey towards success.
In this episode, Rob from WBBM NEWSRADIO delves into 'Sephora Kids,' an intriguing phenomenon involving tweens gravitating towards skincare, driven by social media platforms like TikTok. Speaking to us is Bob Phibbs, CEO of the Retail Doctor, based in New York. Bob explains how these young girls from 10 to 12-year-olds are watching skincare videos online, visiting stores like Sephora and Ulta, and selecting high-end products designed for mature skin. The result? There is an unfortunate increase in skincare issues among the young demographic, including acne and rashes.
As parents struggle to cope with the unexpected blow to household budgets from expensive skincare products, the conversation also touches upon body image, how young teens strive to be popular and imitate adults. Bob discusses the pivotal role played by retail associates
Join Bob Phibbs, a.k.a. the Retail Doc, as he shares his valuable insights on how to boost retail sales by effectively utilizing add-on strategies. Having helped retailers amass millions in sales worldwide, Bob discusses the importance and practicality of add-ons - items suggested for purchase in addition to an initial acquisition.
In this instructive episode, Bob demonstrates how a simple item like a hair massager can be the perfect add-on. Priced at just $5, it's an easy and affordable option for customers, particularly those in a salon setting. Bob emphasizes the value of starting with small, easily comprehensible add-ons before gradually introducing more complex options such as service contracts.
Framing add-ons as an opportunity rather than an imposition is key, suggests Bob. Drawing from his experience in the shoe care industry, he offers anecdotes of how small incentive schemes motivated employees to promote add-ons. Training your staff to see the value in add-ons, understand their benefits, and communicate these effectively to the customers, could enhance the shopping experience and improve sales performance.
This episode is a must-hear for anyone looking to up their retail game in 2024, providing valuable strategies and tips on how to increase sales, boost profit margins, and enhance customer experience through add-on strategies. Leave your thoughts in the comments below and stay tuned for more retail insights.
Bob Phibbs discusses how Visa and Mastercard merchants based in the U.S., who paid interchange fees between January 1st, 2004, and January 25th, 2019, may be eligible for a share of a $5 billion refund. Bob emphasizes the importance of not dismissing mailed claim settlement letters and guides viewers on how to claim the money by scanning a QR code in these letters. Bob encourages his viewers to share their experiences and refers them to www.PaymentCardSettlement.com for any questions. The video aims to ensure merchants take advantage of potentially reclaiming their part of this refund. #sponsored #paymentcardsettlement #retail .
How to effectively merchandise products in a small space? What to do with major disruption of your parking in your shopping district? And more with your questions answered LIVE by Bob Phibbs, the Retail Doctor
Target is the latest retailer to announce they were closing stores due to theft. While many want to blame lax laws and organized crime, there's one thing no one is talking about... #retail #customerservice #lossprevention
And if you want to read more about how you can protect yourself from shoplifting as well as employee theft read my blog at https://www.retaildoc.com/blog/stealing-shoplifting-retail-employee-theft
Your questions about selling, marketing, theft and more answered LIVE with Bob Phibbs, the Retail Doc. Visit RetailDoc.com to learn more about his services.
Selling in a store is harder in 2023 than in the past two years. Why? Because if you had it in stock, you got the sale. Your sales skills atrophied. Now you have to think smarter and then clientele. Checkout SalesRX.com my online retail sales training program to have a process
Today's story involves an associate who thought they were being helpful but robbed the retailer of a sale. Could this be happening on your sales floor? Key takeaways live with Bob Phibbs, the Retail Doctor
Today's story revolves around an employee who didn't want to sell. Could that be the case in your store? Register for the webinar here https://zoom.us/.../1516818218889/WN_uRDJS9mcSKC9Gi-Tc8AuCQ
Among the causes of customers not returning is organization and cleanliness. Join Bob as he shares a story and gives takeaways so you can improve your retail store.
Register for the webinar here https://zoom.us/.../1516818218889/WN_uRDJS9mcSKC9Gi-Tc8AuCQ
In this story learn why when I went to buy a bed it became a nightmare and what you can do to keep a customer from saying, "Your customer service sucks."Register for the webinar here https://zoom.us/.../1516818218889/WN_uRDJS9mcSKC9Gi-Tc8AuCQ
Starting today,I 'm telling real stories to show how retailers stop customers from returning. First one How Stale Merchandising is Killing Your Sales Register for the webinar here https://zoom.us/.../1516818218889/WN_uRDJS9mcSKC9Gi-Tc8AuCQ
Bob interviews Ann Ruckstuhl, CMO of Manhattan Associates about their new Unified Commerce Benchmark created by Manhattan Associates, Google Cloud and Zebra Technologies. The retailers identified as unified commerce leaders outperform their competitors by as much as 6X in revenue growth. Listen to learn more and check out the findings of this landmark report here . #UnifiedCommerce #CheckoutExperience #Retail #commerce #manhattanassociates
How do you handle an employee that doesn't take correction or work well with others? How do you win back a customer? How to introduce higher price points for your merchandise? And answers to your questions LIVE with the Retail Doctor. Tune in for expert advice, interviews and Q&A sessions. Join us every Tuesday at 7pm EST on admin5.podbean.com to learn the answers to these questions and more!
It's time you get the help you need when it comes to managing your retail business! On admin5.podbean.com,
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Bob Phibbs is the Retail Doctor. He works with retailers of all sizes, helping them build a store customers love and moves merchandise. As a speaker, trainer, and author, Bob shares his unique selling system that drastically increases the key performance indicators for his customers who have brick and mortar stores.
If you've been successful as a retailer at some level, and you're ready to sell more full-price merchandise, train your crew to sell without selling, and enjoy profits you’ve only dreamed of, Bob’s your guy.
https://www.retaildoc.com/
If you’ve read this far, thank you for being such a great fan and subscriber. I’m creating this content for you!
Many pundits in the media are going to talk us into a Recession or maybe we're already in one. Doesn't matter at the holidays.
Training has to be something you do, not something you did. The problem with not training your crew is they bring whatever bad impressions of how to help customers and retail in general right onto your sales floor. Here is what to do. And find out more about my online retail sales training program at SalesRX.com
Retailers can have a tough time setting goals and priorities. This means they often say, "but I don't have the time." You do, you just aren't looking at it the right way. This extended episode will help you see how to get over procrastination.
A question from Doug about getting customers to not be angry with supply chain challenges.
Question: a new hire has been like four out of six shifts spoken to her twice. Am I crazy to let her go and possibly have to reduce my store hours while I take maternity leave soon?
Today I'm sharing a tip about your mindset. Get it right and you sell more, you meet more engaging people, you enjoy your life. Miss it, and you talk in the language of disappointment.
Emily asked about the use of props in a display. “Is it worth it to spend a certain amount (%) on props that will not be for sale, to make your displays look good?” The easy answer is yes. At least $100 a month should be allocated for small stores.
But creativity is the key. We have a whole merchandising section in my online retail sales training platform, SalesRX.com
David asked, How different types of questions uncover needs and help customers get to the right products feeling confident they are making an informed choice. It's a bit more complicated than that. To find out more how to train your crew, visit SalesRX.com, my online retail sales training program.
The news isn't going to get better anytime soon. How you help customers distance themselves from stress gets them to buy more.
If you work in photography or jewelry you're used to working from behind the counter. Here's the thing, any furniture or obstacle between you and the customer limits your ability to bond.
After a big weekend it feels great but don't get lazy. Resetting your store is a necessary not only for shoppers but employees.
It's here! The official start to the holiday season! Enjoy it and use this day to be positive, not complain.
A great day to remind yourself it's not about work and tomorrow but being in the moment. Here's what to do on this special day.
So many retail front line associates pride themselves on taking whatever time is necessary for a customer. But when the big crowds hit, what do you do then? Glad you asked.
So many retailers don't train their staff so those associates don't think about what they could be saying that gets in their way of the customer buying. Here's today's selling tip.
Reviews drive search engine results so use this tip to get your share of ecstatic customers sharing their joy at working with you.
We hear it and it scares us, "I'll look around," or "I'll have to wait." Instead of closing down, use today's tip to get them to open their wallets and buy - without being sales-y.
So many salespeople fear a customer asking the price of something; especially if it is worth more than a few bucks. Use today's tip to stand up for full price and get the sale.
You would never accept someone treating your child or pet with the kind of words you often hear in your head. Today's tip is about a choice - yours in how you listen to the chatter in your own head.
To understand the world of luxury and those customers, make sure you are familiar with other brands those customers buy using this tip.
Having to repeat yourself is a deal killer. Use this tip to make more sales and manage your associates better.
So many retail associates take themselves out of the sale because they are looking for reasons someone doesn't belong in the store, they say or do something a bit different - even dress unlike the associates. But the more you look for reasons not to engage, the more that will cost you.
Sticker shock can happen to anyone who doesn't buy something on a regular basis. But you must deal with the "it's so expensive" both in your own mind and in the customer if you want to hit goal sooner.
Having goals and feeling stress and being under pressure has two sides. Let me help flip your mindset in today's episode.
Whatever you are selling it is always tough to know how someone is going to use something or what they have already. Use today's tip to get that information without being pushy.
So many retail salespeople start at the bottom and try to work up but that limits your ability to sell the best products. Use this tip to be the best salesperson.
So many retailers forget this one tip for using Google to their advantage. You'll need it this supply-shortage holiday so take a listen.
When your employees see you actively selling that first customer, it makes it much harder for those associates to stand behind your counter and groan "No one's buying". Speed of the leader = speed of the group
It is easy to get into conversation with customers after they have purchased something from you - there's no risk. And yet that is the worst place to do it and here's why.
A lot of press is focused on supply chain issues. They exist but consumers don't care about that. Here's what is more important than complaining about shortages.
The holiday season fills your store with shoppers but also all that activity is the perfect magnet for shoplifting. Use today's tip to help stop shoplifting before it ruins your profits.
Selling in a store should be more personal than online. But how to get the customer's name and how much to use it? Glad you asked, that's in today's quick episode.
I was in NYC this past weekend and observed in many of the stores with "help wanted" signs on their doors - employees stuck in their phones and leaning. Unless and until you see what I see, customers will leave without purchasing. No matter how few employees you have.
One of the most important ways to gain trust with a customer is to look them in the eyes and say the right greeting. But if you've never been trained, you probably just say, "Can I help you?" or "How are you today?" Both of those are bad. Say this instead.
Everytime someone walks into your store they are ready to buy. Browsers are online, buyers come into physical stores. Use this tip to grow your sales 10%.
Big news at the Long Beach port this morning which could save Christmas. Have a listen.
Do you thank your customers? At the time of purchase, of course. But your follow-up with a handwritten thank you can go a long way to cementing you as their store of choice. Here's another way to use thank yous to grow your sales.
A shopper whose hands are full is a shopper who can't buy any more. Use today's tip to help them keep shopping.
So many associates avoid the more expensive items because they either can't afford it or personally don't like it. Use today's tip for both managers and associates to be able to sell your premium items.
So many times we think we have to make a big sale. You might get bonus or commission or you might just have self-satisfaction at a job well-done. But that is a lot of pressure. Use today's tip to get in the game of making the sale.
A mindset is how you approach working with people. You either believe it is worth your time or not. And customers and other associates can feel that as well.
A lot has been said about the Great Retail Resignation but often that is from people expecting a job to be different. To get more from your job as a manager or associate, you have to be curious about other people. Why do they react one way to me and not another. Try this tip about posture and see how changing your own posture with customers gets them to open up more to you. For more information about the Retail Doctor, visit RetailDoc.com
So many retailers are understaffed that you may feel you have to just "get through" dealing with customers. That's going to cost you big - especially the more expensive the items you sell. Use this retail sales training tip to boost sales and trust.
As Covid retreats, it is important to look at messages you might have had to place on your website, may no longer be necessary or drawing customers.
If you love what you heard on Retail Today, connect with Bob by visitingretaildoc.comor send a message tobob@retaildoc.com. Thanks for listening!
Holiday retail spending is projected to be 1.5% higher than 2019, a remarkable statistic given the utter chaos our world is still facing due to after effects of COVID-19. In this episode of Retail Today with Bob Phibbs, the Retail Doctor, you will see three key steps every retailer must take to make the most of this holiday season. Recorded LIVE November of 2020 these tips can still be used in 2021
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Hey everybody. It's Bob Phibbs, the Retail Doc. Thanks for joining me this afternoon. You know, the big news was that the election is over and now, what for retail? I've been answering that question all day and I thought I would quickly share some of my thoughts with you, because particularly in the U.S. we have had an awful lot of interest from both sides and the news media, trying to get us to guess what's going to happen and what's next, and has gone back and forth for days now. But honestly, for months we have been dealing with this and what we are noticing as we look forward is that there's going to be an increased pandemic response. That should be good news for retailers because people who feel safer are more likely to go out and spend their money. It's that simple.
We have noticed that around the world as lockdowns have been threatened, as people have ended up finding that they're accounts are growing by leaps and bounds, that people get nervous. We do not like to shop when we are nervous. Fortunately, that's what the game is right now. Number two is people are drawn by another round of stimulus. Hopefully, that's going to help. That certainly helped retailers before and we will look forward to having stability in the supply chains in the near future. That's another thing that we have to be thinking about, what is possible because when we look at the future and be drawn to what could happen in a good way, it tends to affect the way that we run our businesses.
I want you to be thinking as a retailer, is that people want to feel familiarity not friction. We are tired of being drawn into the race by two people who don't know us, of being told what we should think and feel, and no matter what side you're on, and I am trying to be respectful of both sides, to understand that people are going to be coming back to a familiarity of feeling. That's why the holidays are going to be so important. That's why I think we could be on the cusp of a new hedonism because people have not been spending their money and they are going to look at friends and family differently, and how can they show their love?
My question to you as a retailer is, what's one thing you can do to create an inviting, comfortable place for anybody to be in your store? The danger of so many retailers right now is we let people's personal lives get entwined on the sales floor and I think that's really dangerous. You need to be able to pivot conversations, and you need to realize that what did it take for this person to leave their home where they may have felt safer, to actually go out in the world, whether they are wearing a mask or not, but to go into your brick and mortar store? We do not want to hear more headlines. We don't want to hear more division. We don't want to hear more chaos. What we want is the familiarity that comes with shopping, and the reward that comes from discovering something we didn't even know we wanted, but taking it home with us.
I understand that retailers have got an omnichannel experience that we are trying to experience and I get all of that, but as stores reopen, that training of what you should be like and what you should not be like, has to be foremost in your managers' minds instead of just doing more tasks and moving more merchandise from over here and sweeping this and cleaning that. We have got to end up realizing you're going to have to come up with a feeling when people come into your store and your brand. If not, it's going to be determined by your employees who might be feeling more vulnerable, who might be feeling less secure, more secure, doesn't matter, but you can't afford to have that Wild West of feelings on your sales floor, because people shop who are hopeful. It's that simple.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Amazon acquired Whole Foods several years ago and many felt they would add their technology and transform Whole Foods into the grocery store of the future. The reality is a different story as they open their Amazon fresh stores. What does that portend for grocery and shopping in-store?
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
GAP made news this week closing up to 80% of their mall stores. Meanwhile Levi's is opening 100. What's the difference and what clues should other retailers take from the comparison? Join me for this episode of Retail Today with Bob Phibbs, The Retail Doctor.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Now that you have more time than you might have liked, take the time to research your top 10 or 20 customers on their LinkedIn or Facebook profiles and see what charities they support, or in their social posts, and then send a note or a video thank you for their business. Then, add a line, "I was looking online and you know what I discovered about you? You like..." and then fill in whatever that is, and then share something you have in common before you sign off with your thanks. That's one way to show your customers that they are more than just money coming in to you, that there's actually a relationship.
And on that note, this has got to be a pause in the flash briefings from me as I take a look into the effectiveness of these daily briefings, which I've done for a long time. I encourage you to check out my podcast "Tell Me Something Good About Retail" where every week I interview some of the most exciting retailers, brands, and movers and shakers for the retail area. In the meantime, do good work and remember, we're about as happy as we make our minds up to be.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Staying connected is really tough at this time in our retail lives. So what I want you think about today is if you have employees you’re paying to stay home right now don't forget that you should still be checking in with him every day. Make it a schedule and expect them to be on Zoom on time, dressed, and ready for work. If they are not being paid but they’re home, maybe you’ve laid them off, don't forget that you still want to hold on to these people so they come back to you.
So one thing I've done is done once a week is just invite them to a virtual lunch or an official cocktail hour and everybody brings whatever it is important time and you're just being people at that moment. Know that if you're not paying them you're not paying for this - it's a way to try to keep some normalcy in it.
When the all-clear is given, which will happen at some point, you want these people to come back in a good mood and they're going to remember the courtesies that you gave them for being of service now.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
A lot of your customers are sitting in front of their computers a lot more these days so a great way to reach them is to email. If you don't have a regular monthly newsletter or you haven't communicated, now is a perfect time to start. If you have a monthly newsletter, I encourage you to make that a weekly newsletter.
Start off with a compelling subject line like “What to Do When You're Working from Home” or “It’s Too Early for Wine - What Can I Do to Lighten My Mood?” You decide. You can write to them on how to do so. Now, if you’re a bookstore, I can't think of a better time of talking to your customers. Invite them to share their best classics one day or to share their best for the next day on your site. If you’re a toy store or you’re a cookware store, you know how to do this. Hardware stores can talk about the top-five honey-do list items and what it takes to get them done.
Your message has to be really important though when marketing, so don't show pictures of large crowds or people high-fiving, right? Be cautious when choosing your images and if you post pictures of people in the store, it couldn't hurt to show them wearing gloves as a package orders or washing her hands really well to visually see that you are taking care of them right now. You should definitely be posting what you're doing to keep your place sanitary but also how you're doing curbside pickup, your store hours, and more.
With this marketing, you want to stay in front of your customers now to be able to build sales later.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Yesterday I told you about a sewing machine retailer with change their Facebook banner and end up getting a sale and today I thought I wanted to just unpack for you that they're really kind of three types of retailers when we are in a situation like we are today. The first one is "There's nothing I could do. I just have to hunker down and endure it," and some people, that's where they're at. Other people are saying, "It doesn't matter. I can do anything. This could be a challenge and I could do it," and the third one is that people understand that "I don't know exactly what I'm supposed to do," and for you, if that's you, that's why I'm talking to you today.
Sometimes people are saying this is a lot like 2008. Well, it's not really like 2008 because in 2008 the plumbing was 'mucked up' and that's not the case here. We think demand is going to rise. In fact, I was just talking to someone with a reporter in China and they say things are getting back to normal and people are going out to Starbucks. I'm hearing here in the states I understand that home centers seem to be filling up and doing well, but ultimately, it's the attitude that we reach when we come to this place that's going to determine how you're going to get through it.
So, today, I just want you to realize when you get up and you look at your situation you might be in that middle I'm not sure what it is. I just encourage you to take one step today: "How am I going to talk to my customers in a different way while I'm going through this?" or "How am I going to talk to my staff in a different way to go through this, or "I need to talk to somebody about my finances so that I can get through it," but that little act of taking action is what brings hope and that's what I want you to do today.
Take one action to help get you from "I don't know what to do" to "It's a challenge - I can succeed."
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
One of the things retailers are asking me now in this time of stress is “How can I pay my employees?” And one thi I would encourage to consider is the share-the-burden idea, which is maybe staggering employee shifts and hours.
So, instead of someone working 25 hours a week they work 15 hours a week, but you’re able to maintain them on the schedule. Another way is to maybe have someone be on one week or another person be on the following week or giving someone two weeks of unpaid vacation.
There’s an awful lot of movement on the federal level right now about how they can get resources to small businesses. Make sure that you are following sba.gov and look at all of the options that are coming out in the next few days before you make a big change.
One of the things about getting rid of a bunch of employees is that it changes your culture quite a bit and it’s very hard to bring that culture back when your employees may feel like they weren’t part of the decision.
i hope that helps and I hope you are thinking positively as we go through this that there are people out there like me who are looking to help retailers like you who are going through this.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Well, the good news is they’re considering a one-trillion-dollar ($1T) bailout for small businesses. How fast that will be doled out and how that will be implemented is still days and probably weeks away, but the good news is people are looking at how to help small businesses like you listening.
The other question comes up is "Do I close my store?" and I think you have to think about the advantages to both. Obviously, the #1 concern is the health of your employees and your community. We're being told in New York that all non-essential businesses should close and for some, that is a matter of looking at offering curbside delivery, for ramping up their online orders, and finding ways around the closing of the store. Other people are feeling like "I should close my store and have my employees go through and be on unemployment."
There are no easy choices here at all I think the important thing is whatever you do you have to be vetted so exactly what's going on. Some of the proposals people are making these can be retroactive to help you rehire people. So, I hope today you will at least consider there is a glimmer of hope and that the important thing is how we look at the challenges ahead is going to determine our leadership as a retailer for years to come.
Be careful as you're talking to people making sure that you're not overextending the crisis but also dealing fairly with it because the realities are most of us do not have big cash positions. The other thing I would suggest today is, if you haven't already, reach out to your local bank explain what's going on and get them to help you get a bridge loan.
I'll see you tomorrow on the Retail Today podcast with Bob Phibbs.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Today is Wednesday, March 18th, and today I want you to be thinking about nostalgia marketing. You know, during this time of crisis, it’s easy for us to feel bad about the future.
One thing that I think can help your customers feel normal with their circumstances is to ask them to share their favorite memory of shopping at your store. You can start off by doing a Facebook Live video talking about how your store has been around for generations, some of its heritage, and then invite them to share their favorite memories of a special time they visited your store.
If your store is too new for nostalgia, then you can certainly talk about starting your store and how excited you were. Then, you can remind them about the first time they experienced your store and get them to share.
Trying to find a new normal means getting in touch with things that were meaningful for us in the past.
That’s all I want you to do today is look at how you can market your store. It’s about connecting with your tribe in a new way. It’s not about giving them a discount or anything like that. It’s simply sharing a memory and then getting them to share a memory connected with your brand.
What I think you’ll find is that the support you’ll get from your customers will be overwhelming and reaffirm why you’ll continue being there for them.
That’s all I have for you today. Stay well and wash your damn hands.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Today is Tuesday March 17. St. Patrick’s day. We learned yesterday that new guidelines advise no gatherings of 10 or more people, the fed has slashed interest rates to 0, and Wall Street had another horrible day. While interest is coalescing around helping restaurants and small business, there are no firm plans yet.
America is split as to how leadership is doing on the virus; some cities are ghost towns while others are partying away. One thing is clear: we need to avoid going out in public to flatten the curve of virus spread. One less trip you make to the store, one more alcohol wipe you use around both your house and your business can make a difference.
Here’s what I recommend doing today as a retailer. If you have a personal service like a massage, haircut, etc. consider going to your clients instead of them coming to you. You could even do this regardless of what you sell. One-on-one you can still see people wash for 20 seconds, etc. I heard someone suggest do a Facebook live each morning showing your temperature to assure people at least you do not have a Fever. The important thing to do is look at how you can reassure people and still do some semblance of business.
If your business is closed or you are working from home, make sure to keep to a routine. Make a schedule and stick to it. Commit to certain blocks of time for learning, researching, and analyzing your business. Even if you have the kids home, sticking to a schedule can relieve some of the panic.
And don’t forget the front lines. Many employees are unable to take two weeks off yet are in contact with anxious customers. Make sure you thank them and be nice. This is a WE moment, not a ME moment.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Today is Tuesday March 17. St. Patrick’s day. We learned yesterday that new guidelines advise no gatherings of 10 or more people, the fed has slashed interest rates to 0, and Wall Street had another horrible day. While interest is coalescing around helping restaurants and small business, there are no firm plans yet.
America is split as to how leadership is doing on the virus; some cities are ghost towns while others are partying away. One thing is clear: we need to avoid going out in public to flatten the curve of virus spread. One less trip you make to the store, one more alcohol wipe you use around both your house and your business can make a difference.
Here’s what I recommend doing today as a retailer. If you have a personal service like a massage, haircut, etc. consider going to your clients instead of them coming to you. You could even do this regardless of what you sell. One-on-one you can still see people wash for 20 seconds, etc. I heard someone suggest do a Facebook live each morning showing your temperature to assure people at least you do not have a Fever. The important thing to do is look at how you can reassure people and still do some semblance of business.
If your business is closed or you are working from home, make sure to keep to a routine. Make a schedule and stick to it. Commit to certain blocks of time for learning, researching, and analyzing your business. Even if you have the kids home, sticking to a schedule can relieve some of the panic.
And don’t forget the front lines. Many employees are unable to take two weeks off yet are in contact with anxious customers. Make sure you thank them and be nice. This is a WE moment, not a ME moment.
Today is Monday, March 16th. I'm going to change things around today. You know, we're in a new retail environment. This last Thursday when Disneyland announced they were closing and all of the major sports franchises decided they were postponing indefinitely, and then on Friday came New York deciding that all Broadway theaters would close. And then Sunday, yesterday, I realized that the American Dream Mall, one of the newest malls in America, has decided to close for the next two weeks. And what that said to me was, we're in a new normal. So if you have decided that the coronavirus is not going to affect you, I can tell you it is.
Today I want you to be thinking about should you stay open or closed and how that affects your employees and your customers and making sure that it is really grounded in what's going on in the world. Because at the end of the day, retailers are there to support their customers and whether you know it or not, you're probably out of business anyway for the next two weeks because we're being told, "Do not gather in large gatherings and make sure that you self-hibernate basically." And so there's gotta be any demand for a lot of things.
So, I want you to think today about, "Well, if I'm not going to use that time in my store to wait on customers, what am I going to do instead?" Maybe you're going to actually go to your store and do FaceTime videos, so you can maybe wait on customers virtually and then bring your packages to them in the car. They use PayPal or something to pay for it. Maybe you're going to go through and look at a lot of other things, but in the next two weeks, each day, I'm going to give you specific topics that you can work on during this time of crisis to become a better retailer and to come out of this stronger than ever before.
I hope you'll tune in and tell your friends. And today, just consider that you already pretty much are closed due to low demand and consumer sentiment. What are you going to do for these next two weeks to get yourself ready when inevitably this starts to pass and we find a new normal in retail?
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Are you a salesperson in a retail store? Well, today I'm talking about how do you feel about selling your more expensive merchandise.
A lot of times that when I'm doing sales consulting, or I'm doing a training with a group of stores, I find that there's a lot of people who actually feel like they're being a fraud. They know how much something costs, and they feel bad about going through and charging as much money they do.
The problem is that when you feel that something is too expensive, you're going to go through and give that same feeling to the shopper. If you feel like a fraud, well you'll probably not sell much that isn't on sale. And so, today I want you to look at when you go through your merchandise, and you see something at the top end, do you feel like a fraud when you go to sell it?
And you need to work inside on your own feelings about that because maybe you feel it's not worth it. Well, you better find enough reasons why it is worth it or you'll never sell that product.
If you're a trainer, or you're going through... You're the retail store owner or manager, understand that that feeling like a fraud is leading to an awful lot lower average ticket because the associates could only sell what's on sale. They don't feel like anything is worth it. That's your role as a sales guide, is to go through and train them enough to understand that it's not about what you feel, it's about the shopper.
That's your tip for today. Look at how'd you feel when someone considers your most expensive item, and then make sure that you don't feel like a fraud and give that energy off to them.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
You know, if you're trying to close a sale, one of the hardest things is just presenting too many options. You know it yourself, if you get overwhelmed, suddenly work is what shopping feels like and you shut down. You're like, oh, I've seen too much. I just have to leave. I'll come back. Except you don't come back. You'll probably go to some other retailer who doesn't make it feel that way. What I want you to do today is to look at curating down your products to a good, better, and best. Because too many choices leads to your shoppers saying, "I'll have to think about it." That's a good lesson you can work on with your employees as well, is for them to understand, oh, this is a good, better, and best alternative to someone who needs, I don't know, a new raincoat.
How do we present that? We always start with the best because that's the one that is probably more expensive due to the materials. What does that do? It's lighter weight or it repels water better, whatever that's going to be. If someone can't afford that, then you say, "Oh, I also have this version, but we lose the convenience of the lightweight. It's going to be a heavier, it's going to be a heavier cloth." Then if they say, "Oh, that's too much," and then you get down to something basic and then you're not trying to make that sound the same as the more expensive one. You're just showing all the things that they've lost. That's so different than what most people who are untrained do. They start off with the cheapest one and the customer says, "Okay, that's good enough for me." The problem with that is the more expensive merchandise sit.
Today I want you to curate down to a good, better, and best and role play so that they, your crew, understands too many choices leads to, "I'll think about it." You know what the problem with that is? They don't buy it from you. If that happens enough, you're not in business again.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Yesterday I was talking about employees and associates who just want to vomit useless fact after useless fact on people. They're typically kind of, an engineer or an analytical background and they think that the facts are what is going to make the sale.
And today's tip for you is, that you always want to lead with what the product does for the customer after you've talked to them. You don't want to talk about how much it cost, or just the facts.
Nobody buys based on just what the facts of what the product has. What they buy on, is what will work for them. And that's the key for you to think about today is. So, find your top five items, go over your crew with them, and then say, "What does this do?"
Now, that could be apparel. It's going to be more expensive, so it's not going to scratch your neck. It could be an appliance that goes through and it takes less water, or less energy. There's a million things that every retailer has that benefits the shopper, but if you're not looking at that and you think the product knowledge is your key more often than not you're just vomiting useless facts.
And frankly, all I need is three benefits and I'm going to buy it. So, today lead with what the product does, not what it cost, or the facts that it has.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Have you ever met somebody that you just can't get along with, whether they're interviewing for a job or a shopper or even a colleague? We all have, and there's other people that really do well with you and really like them. We've all had that as well. Well, I think that there is an awful lot to personality styles. In fact, today I want you to Google my personality quiz, so Retail Doctor personality quiz. You can take it and find out that there are people that are not like you. And the reason that's so important is if you understand what your typical characteristics are, the way you look at the world, and you understand that three-quarters of the world is not like you, then you can modify the way you talk to them.
For example, I'm a driver personality and I'm kind of a cut to the chase guy, which is fine, except that when I wait on analytical, an engineer or someone that's got more of a process they need, they have a hundred questions. I don't get mad at them. I just realize like, "Oh, so this person needs to hear more detail, that's fine." But if it's the other way around, if I have an analytical salesperson waiting on me and they want to just vomit useless information after useless information on me, I just want to slap them. It's like, "I got it, dude. It's the best. It does this, but has nothing to do with me."
So, today I just want you to Google my personality quiz, just the Retail Doctor personality quiz. You'll find it and then understand that your personality is different than 75% of your shoppers. And when you know that you can modify your way that you talk to them, rather than expecting them to do something different.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Have you ever been thanked by a vendor or by a store that you did business with? It's pretty powerful. I have a pond that I had cleaned out a while ago and they sent me a handwritten thank you and told me how great the pond was and made one more suggestion of something we could do, maybe next year when we have it cleaned out. And that really stuck with me, because I go back to them over and over again. And so today I want you to think about the power of sending thank yous because obviously you want to build the list, but your top 20 customers are most likely to move the needle of sales. So you can just thank them without any other offer. You don't have to give them 20% off this weekend or something else. Just simply doing that. And yeah, you can do it by a phone call, but a lot of people don't want to answer a phone, but taking the time to just do a handwritten thank you to your top 20 customers goes a long way.
So that's what I want you to do today, is just send one. Just find one of your best customers and send them a thank you with no expectation they're going to come in or buy something else for you, and the more specific you can be about that, their last purchase or something personal about them, the more it will help you. But again, word of mouth starts in these small moments, which you can control.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you ever wonder how valuable your employees are to you? A lot of people do. They don't really know exactly what the metrics are, and I always say, "Look at the units per sales." That's the #1 way I look at it. That's the tip I'm talking about today because add-ons are the most cost-effective ways to lift your retail sales, means you sell the first item, and then the employee shows something that's complimentary that helps the person get more out of that first purchase.
It's a matter of looking at getting numbers of basket items to rise rather than trust going after the highest-priced item because you'll find that everything has something else in your store. Whether that's shoes, they get the polish or the shoe trees, whether that's a dress and they can go through and get the belt, whether that's a hardware store and you can get a new hammer with the nails, there's always something you can suggest. When you see that, then you reward those best employees who are selling more units per individual sales than just getting the big sales. That's your tip for today.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you ever go to a movie without looking at a review? I don't. I always want to know that and shoppers are no different now. They're looking at all kinds of reviews whether it's product reviews, brand reviews or even in your individual store. Whether you're big or small, you need to get those reviews and you need to be timely in talking to people. So today, I'm just talking about making the time to set aside one morning a week and monitor your public reviews. Going through and being able to comment. If somebody's saying something bad, you ask them to call you. It shows the intent that you have to fix it. People are reviewing you right now, so you want to make sure you know that they know you are there to respond to them.
Then look at how you can get people to actually give you reviews. You ask them in a great sales process at the end or you put a little flyer in your bags or you ask people in your newsletter. There's a million ways you can do it. Just make sure you do the next step, which is always respond and being encouraging, so that you get more of those reviews.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
You know, over on my blog, retaildoc.com/blog, I probably have a thousand articles, and a lot of times they're in response to people asking me, "How do I greet a customer?" and "What's the best way to approach a customer?"
And I'm always surprised by that because if you just looked at what's going on, you wouldn't do those bad habits. "Hi, can I help you find something? You have a budget? Looking for anything particular?", all that other garbage. You know when shoppers say no, it's usually your fault, not them.
So what I say today is, whatever you're using for your opener, your greeting, go through and listen for the number of times you hear no. And you know what? If you just tally those up, you'll realize how do I not get a no? And then you'll discover that a sales process really makes a difference.
You'll check out SalesRX, my online retail sales training program, and you'll be able to just greet them with something simple where the customer ends up saying "Thank you" or repeats it back to you, and ultimately that's the start of a great interaction.
It's not that trying to tie somebody down and make them buy something. It's just being warm and natural, just like you would be in your house. So today, listen for the noes from your shoppers and then stop doing those things that get those noes.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
I love a busy store, don't you? Time just goes by. Everything works well. But one of the challenges we have is some of our employees don't know how to make it faster or shorter depending on the number of people. And what I'm talking about today is that the length of time with a shopper has to diminish the busier the store is. So what I want you to think about, today, is role play with one of your employees, a scenario of somebody that's looking at one of your best sellers and you want them to give them two minutes and explain it and go through and qualify them. You want to give them one minute and then you want to give them 30 seconds after that.
And the goal is that they can understand that when I have a leisurely time and it's just me in the store, I have longer time. I can talk about something I'm familiar with, but if I have to touch multiple people, I've got to get to the point and not be dismissive and say, "Hey, if you have any questions, let me know." I still have to get that same information across. I just have to be more succinct.
So that is my tip for you, today, is go out and roleplay one scenario on a bestseller with one of your best employees at two minutes, one minute, and 30 seconds, and then you'll give them the tools to be able to change gears when you're really busy.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Can you imagine if you were in school and you turned in a big term paper and you got it back with no grade or comments? How would you feel? Kind of deflated, right? Well, that's what happens with an awful lot of employees. They never hear that they did anything good or bad because we've gotten rid of employee reviews. Most employees, especially millennials, want to know how they're doing. It isn't just about money. My tip for you today is do an employee review one-on-one today. Not really just a conversation, but it's making sure that you point out both the good and the bad. It doesn't have to end up in a raise, but people just want to know, "What can I do better?" And you know what? The ones who like that kind of engagement are the ones that you can build your business on, so why not give them the tools that they want.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
As the Retail Doctor, people often ask me, "How can I get more people into my store? How do I attract more shoppers?" And while it's good to attract shoppers, you better know your conversion rate, because just getting more people in the door isn't the begin all and end all. It's how do you convert those lookers into buyers? When you look around at how different types of businesses have made a difference, I think it always comes down to framing the entrance to your store.
Now let me explain. Probably 20 years ago, I think it was, Toyota had a model car dealership where they just put a big square around the door. It sets off that entrance, and they noticed that sales went up. So now if you go out and look around, you'll see the big square that goes around most new auto dealerships, and that seems to work.
At some others, like Mimi's Cafe in California, they plant all the pots and they put everything around the door so it looks like a garden. But you understand that's the focal point. For you today, maybe you've got a strip center or something else. You could always put pots or something out and then a welcome mat to really show that you're open for business and you want people to understand you are there to grab their attention. Once you get them in the door, then you want to start looking at how you can convert those lookers to shoppers. That's your tip for today from the retail doc.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
You know, returns are at an all-time high in online and it doesn't look like they're going away. In fact, online shoppers, I think, can return up to 30, 40, even 50% depending on your category. But what about in your own stores? What's your return policy? If you have one that's archaic and you have it up at the register, and it's like, "No returns without this, this, this, and this," then it's a "Got you!" moment for a shopper.
So, my tip for you today is if you have a liberal return policy, make sure that your crew tells all your shoppers about that, so they can relax and get that same convenience they would get in a brick-and-mortar store that they come to expect in online. But of course, if you been listening to me for a while, you understand that the fitting room for apparel businesses is the key because the person who tries it on is 70% more likely to keep it.
That's your tip for today.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
You know, people often hire me as a sales coach to train their crews or to train their brand boutiques. And people often say, "How do I close the deal? How do I get that customer to buy it now and hand over the money?" Well, it's really simple. You have to go through and spend enough time to build rapport that they're going to tell you everything they want from a product. And so, to close the sale you have to reframe how your product does more than they were expecting.
So what I usually do for that, and your tip for today is, that when you're trying to close a sale, make sure that you repeat at least three things they said they wanted in a product that yours does better than any others. And as long as you do that and then shut up, you'll probably be able to close the sale. Don't do the loser's limp where you ask, "Is it too much money? Is it wrong?" You start putting doubt. You want to close more sales, make sure you reframe how your product does more than the shopper was expecting and ask for that sale.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you hate training employees? I know most people do. They feel like it's a time suck, or I have to say the same thing over and over again. Or worse, they have somebody trained who really didn't like retail or sales training and then they have somebody else that they trained, trained somebody else, and now you've got a copy of a copy from people who didn't really like training.
One way to get around that is to use online retail sales training. That way everybody gets the exact same message in bite-size forms and you can hold them accountable for it. I use SalesRX, which is my online virtual interactive courses because they stop an employee from being able to just watch a video to where they have to interact and think about things that they heard, and then you're able to roleplay it on the floor so that they get quick wins.
Ultimately, you're trying to solve the problem of what do we do and how do we do it in such a way that you could hold employees accountable through mystery shops and through employee reviews?
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you know what good customer service looks like? You know, a lot of times when I walk around in various retail stores, I see managers who are managing tasks, but I don't think they really understand what great customer service looks like. And it's really quite simple: Do your people look engaged? Does the shopper look engaged? What does their body posture look like? And the other part of that is: Understand that customer service should have an end where the shopper takes action. Maybe they buy something or leave their information, but you just don't want people talking to other people. There has to be a goal.
So that's your tip today, to look around and see: Do your associates, do your shoppers, look engaged? And if not, well, you should probably get some retail sales training from a guy like me.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
We've talked a lot this month about retail sales training and holding employees accountable. One of the biggest skills that I think people miss is “How do I give feedback?” Because ultimately you would need to be able to give feedback that's both good and bad, right? So I always suggest first off that it's private. You don't ever want to get feedback like in front of other employees or customers. You want to do it somewhere off from everybody else to hear and then use the Oreo principle, which is start off with something good, then you've got something that may be bad or that they could do better, and then, you want to give them positive reinforcement to go with it.
So maybe you're going to start off with a goal. “This is what we wanted to do, but unfortunately, you're missing it. What I think you're doing is you're taking too much time with customers or you're hiding behind the racks or whatever it's going to be. But I know that you can do a good job of it because last week you are a #1 seller of whatever that product is.”
The important thing is to realize that feedback, both good and bad is the foundation of managing a team and why they probably call you boss.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
I talk a lot about retail sales training and one of the things I find that really impacts is getting the right people into your store to begin with. A lot of us ask very nebulous questions, “What are your goals in five years?” All of that is in the future. What I always say is go back and find something they did in the past. One of the questions I like to ask when I'm interviewing somebody is “I want you to think back to the last retail job you have had. And I want you to think about a time when somebody came in to buy x, but you are able to sell them y.” And the reason that's so important is I want them to be able to compare and contrast because let's face it, you could go online and there's 140,000 SKUs for the one thing that somebody could look for.
The chances that you have that in your brick-and-mortar store might be pretty slim. However, if you can get them to compare and contrast it, then they could say something like, “Would you be interested in something the same or better?” A customer who drove all that way into your brick-and-mortar store would probably be open to it. But unless the employees can think on their feet, they're probably not going to be very good at boosting your sales. Your goal is to find out how they compare and contrast and then get them to think on their feet. And when you train them, that's how you build your brick-and-mortar store.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you have a loyalty program or an app or something like that? I hope so because people who have joined your list voluntarily, whether they're a customer or someone's that familiar with you, is the cheapest way and cheapest group to whom you can advertise. But a lot of times we forget about it. We might have an email list, but maybe it's on your website and we don't really think about it.
So you want to think today about how you're going to grow that list because that list is your most valuable source of marketing information. Make sure you have a contest. Make sure you have your employees well set up to talk about the benefits of being on your reward program and make sure that they do it. Share those numbers every week in your weekly meeting because your goal is to brand shoppers buts so that anytime they want something they remember you. Once you have a list, you can reach out to them once a week or a couple times a week. You can find ways to connect with them so that they never forget you’re their favorite store.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
When it comes to scheduling your employees, do you reward people who are able to get higher units per transaction, who are able to sell more per hour? I hope so because if you're just putting whoever can fill the shift, the chances are you're putting somebody like a race horse in the middle of a pasture, right? If it's not that busy and you have a great salesperson, you're squandering that. Likewise, if you have someone who's untrained or really just a clerk and you've got them on at your highest traffic times, they're probably costing you money because they're not upselling. They're not cross selling, they're not selling from the top down. They're simply clerking whatever somebody asks for.
Today I want you to think about those who do what you want to do, who are selling the higher conversions, the higher dollars, they should get more hours, or if nothing else, they should get the most traffic times to be able to build your sales the best.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Are you looking to get higher sales? Then get out of the bad habit of asking somebody, “What can I help you find?” Because the more you are just like a product, you're just interested in that one product. The more you're basically a warehouse for other people. Look, people go online to buy an item, they go into a store to discover items. So the power is instead of finding out what the product is, they're looking for, what's their project today, what are they working on? You want the customer to tell you everything that they could about the situation they're using it or where they're using it or how they're using it. Then, you pretty much just start putting together in your mind the product list that would all go together.
So instead of asking somebody, “Can I help you find something?” and the guy says, “Oh, I'm looking for um, lumber for a lumber looking for two by fours.” You want me to say, “What's your project today?” And then you find out he's building a deck and when he's building a deck, what else does he need when he might need power equipment. There's a number of things you could add onto the sale, but if you just stay stuck in that one item, lumber, you're probably settling for crumbs when you could have the whole feast. So stop talking and get the shopper to tell you what the project is, not ask them what that one specific product is they came in for.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Have you ever found yourself accountable for your actions? I know when we watched the Olympics, you know that's probably the ultimate accountability is when we see someone get the gold medal that they did it. They did all the things it took to be a champion, and yet when we come into our brick-and-mortar stores, a lot of times people don't want to hold employees accountable. They want to be their friend. “Let's go out and have a drink. Let's eat.” And the problem with that is, is that you're going to be the same as everybody else, but without accountability, things simply don't change.
So if you train people how to greet a customer, how to do top-down selling, how you want them to pass off a sale, how you want a sale, the finish, whatever that's going to be, you've got to hold them accountable and inspect what you expect. If you're really going to be the boss and move the needle of sales, because holding employees accountable for your training is what's going to grow your sales better than anything else you could do today.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Are you stuck in a rut and can only sell things that are on sale or have a coupon or maybe you have some time, an endless promotion? We used to call them loss leaders, and while there are some aspects that can get traffic to your store, those days are pretty much gone because there's always somebody cheaper, especially on the web. What you want to do is to limit promotions and coupons because they damage your margins and the more margins are punished, less money you have to reward employees or to buy new stock or to fix up your store.
So, today I just want you to look at how many sales you've done, promotions, coupons, etcetera, and stop digging yourself deeper in debt. Instead, learn how to sell your full-priced merchandise. Buy my SalesRX online virtual retail sales training program because ultimately the one thing all your employees can do is to increase addons and increase your conversion rate much more than any sale we'll ever do.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you ever hear about the power of positive thinking? It all sounds good and a lot of people ‘poo poo’ it and say, “Oh, it doesn't really matter,” but you know what? There really is something to getting what you put out there and one of the things I always say is it doesn't matter what time of the year, if this is the fall or the winter or whenever when you reach for the door, whether you're going to unlock the store for the first time or you're just going to go in, what's your attitude when you go in?
Do you consciously think “It's going to be a fun day? I'm looking forward to working with this person. I'm looking forward to making big sales,” or are you dreading it? Or like when it gets down to the holidays, are you talking about how much you hate Christmas and holiday shoppers?
Think about the energy you were bringing in there because when you approach a customer with that, that energy is going to come right back into you. Whether they pick up their smartphone and don't talk to you, or they don't buy as much and you end up settling for crumbs when you could have had the whole feast. So ultimately, I want you to think about what you focus on becomes reality, and choose the thoughts that are gonna make you more sales and ultimately have more fun at work.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
If you're a manager and owner of a retail brick-and-mortar store, the most important thing you can do is to make your employee's day and then they'll make your customer's day. So many times we don't give that attitude. We don't have that feeling. We don't have that focus. And so, we pretty much just have your employees go and do tasks, move this from here, pick this order from the web, go over here and clean this, straighten that, etc.
And you know what? That's pretty boring, especially if you're pretty young, because let's face it, Millennials and i-Gen they're looking at possibilities. They are multitasking. They are looking for something fun and engaging and something to engage their mind. So that's gonna take some work on your side. Maybe you have to read some motivational books. Maybe you have to take some time away from the office to get recharged, whatever it is. Again, your job is to make your crew’s day, so they're going to make your shoppers day.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you set a goal for your crew when you go in today? If so, you're on the track to making more sales. If not, well, you're probably squandering something because goals give us something to look forward to.
For example, if I was to say, “Hey, we're going to go on a cruise to Greece. We’re leaving at 10:55 on the U.S.S. (I don't know, some name of a ship) and we're going to go around from here to London. We're going to debark. We're going to spend a night by Big Ben. We're going to…” and I go through all these details. You'd be like, “Oh, I'm looking forward to it.” Now, what if I just said, “Hey, we're going to go on a cruise. We're gonna have a lot of fun. It's going to leave some time in a couple of weeks. We'll be gone, I don't know, a few days and we're going to have a lot of fun.”
Which would you rather go on where you want to go on? The one that has the detail and the detail is what comes from setting a goal. This is what's going to happen when we get there. So, your goal today is to set a sales goal. It could be a sales goal for your individual employees, could be for a certain time, or it could be for the whole day. When you set that goal and they achieve it, you've excited their minds into thinking, “What if we could do this?” And when that happens, you can grow your sales, set a goal, and make more sales.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
If you're looking to attract more customers to your store, make sure that you don't forget about your parking lot or maybe some windows towards the back that are kind of covered.
You can put up great signs that are inspirational, so “you could be a cook, you can be a cook, you could be the hero,” and with one picture of what it is, but your goal is to not just say it's 20% off this weekend. Customers are immune to that.
What you tap into is when you say you can cook and you show somebody, maybe have lessons or something, you've started to activate that wonder in the customer and they start wondering, “Well, I wonder how I would do that?” and that's going to propel them to come into your store.
It starts with having compelling signage that gets a response of what would it be like to do this? Instead of, Oh, well you've got this on sale or something that everybody else is doing. You're looking to compete. You've got to attract customers with window signs that convert, that not only inspire and motivate to make additional sales.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Today, I want you to watch how your employees sell your merchandise. Are they starting off at the bottom with whatever's cheapest or on sale? If so, my guess is they're probably also saying, “This is good enough,” or “It's a really good value.” And the problem with that is your more expensive merchandise just sits there until it's marked down.
Your goal, when you're selling merchandise that has several good, better, and best options, is to always present the first option as the best option. That's the one that has the most widgets. It has the most features, and then if you can't get that sale, you say, “Well, we'll lose these features as you go down to a price point.”
We call this selling from the top down, and there's a reason why it's so popular is because it works, but if you have untrained clerks, they're going to sell from their own wallets and what they're going to end up doing is selling the cheapest, which isn't the best.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you hate working with somebody that just on the schedule today? If so, it's probably time for them to be gone. I know that seems harsh, but you know, that's the first indicator I have that something is wrong in the relationship. And while I certainly counsel people, you want to take this person aside, maybe take them out for a cup of coffee, see what's going on, chicken with them at some point, probably their mind has left and the body doesn't know it.
And the important thing for you to take away is, look, you're known more from your compromises then for your successes. So if you're letting somebody who's like a Bitter Betty or a Bitter Bob beyond your floor and you aren't doing something about it, or you hate going to work with them today, that means it's time for you to take action and make a change.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Are you one of those retailers that's given your associates tablets or something else as a training tool or as the ability to check stock or something? If so, be careful because your employees’ eyes are going right to the tablet and that makes shoppers feel uneasy because that doesn't feel like you really have focused in on them.
I was at a conference not that long ago when this one retailer was talking about how they had tablets so that they could see customers’ past purchases and their payment plans. And this woman stood up from the audience and said, “You know, I was in one of your stores and I thought your employee was playing a game or on Whatsapp because he didn't take any time to look at me.”
What I want you to think about today is if you rolled out technology, make sure you train your associates to look up in a way, not just down at their crotch, because quite simply shoppers connect with eyes, not with screens.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Have you ever really thought you trained somebody and then only discovered that they really didn't listen or they weren't doing well? That's probably because what you did was confused. Exposure to training exposure would be like, “I'm going to show you a D major scale on the piano,” and then you would expect the person to be able to play Billy Joel's Piano Man. That was just exposure. They just had a chance to see how it looked. They didn't have a chance to practice or roleplay. When you're training somebody today, probably something on retail sales training, I hope, make sure that you drill down enough that they role play and get some quick wins. Otherwise you just expose them to training that really you can't hold them accountable for.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Have you ever had one of those experiences when you go into a store and it feels kind of slimy because the person is trying to find out if you're really going to buy something? “What brought you in today? Do you have a budget? What are you looking for? Did you see our ad?” Yes, that's exactly how they sound.
If you're looking to grow your retail sales, you want to avoid being slimy and trying to pin somebody down and instead, be curious. For example, if you just wonder, “Why is that woman in our apparel store today?” Well maybe she lost 50 pounds. Maybe she just had a kid. Maybe she wants to feel better. Maybe she wants to go out running with her family. There's a million reasons and if you're curious and you find those out, then you find that the party is in the aisles, not behind the counter.
I think so many people are telling you, "Just wait until people ask and then tie them down and move onto the next person." That's the recipe for having a transaction. What I'm saying instead is you want a relationship and that starts by being curious. So today, I want you to go out and be curious about the next person walking in the door. Because if you are, customers will tell you everything if you just invite them in with an open heart.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you know one of the things customers hate the most is having to repeat themselves? I was at a store the other day, actually at a Starbucks and I said, "I'd like a black iced tea, no water, light, ice, no sweet." And the girl said, "What can I get you?" I was like, "I just told you." And she goes, "I think you wanted an ice coffee." It was like, "Uh, no."
So, one thing I want you to think about today is how much customers hate to repeat themselves. I teach the lesson on active listening in my sales RX course, my online virtual training, but you can do it too. It's quite simple. Have your employees repeat back what they think you said to them. And even if it's totally off base, you are making them before they open their mouth, you want them to repeat back what they think they heard. And what that does is it forces them to process the information in a new way and to realize, well, they really did hear it. They just got lazy in processing it.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
Do you know how to tell if your store is healthy? Well, there are certain key performance indicators that your POS system probably has but maybe you don't look at every day. The most important are the average number of items going out the door. That's the one that your crew can most impact. So, if they've got a 1:1 or 1:2, essentially you have people who are clerking whatever people come in and ask for, and that's going to cost you money. Then, look at how much they sell per hour, because frankly, it's got to be a benefit, right? They're selling much more than what you're paying them.
Finally, look at the number of rings you have on the register per day, and track that, because even if you have slower traffic, if you have a traffic counter, you still want to look at how many times somebody made a sale, because maybe the conversion rate is really low. Key performance indicators, we call them KPIs, offer a wealth of how well your employees sell your merchandise. You just got to look at it. So, take a look today.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
So many times I have people say it's hard to get good employees these days, and absolutely it is, but you know what, it always has. One of the things that I always look at is the past behavior of someone. So, if someone has worked at another retail store, or somewhere where they've sold something, I'll ask them to describe a sure sale that they lost, and why they lost it. Now, you might have to shut up. Don't try to fill in the blanks. They might be like, "Well, I don't know," and you say, "Well, just take a moment."
You want them to be aware that they had a role in somebody not buying something. They said the wrong thing. They confused it by putting in another item at the last minute. They had discounts, and coupons, and all of these rebates, and the customer got lost. Whatever it is, you're looking for honesty, because when you're hiring people, past behavior predicts future behavior.
If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
You know, brick-and-mortar retailing is all about face time, right? So I want you today to think of taking a piece of paper and holding it between you and a buddy, face to face. Now act like that is something you're describing to the other person. Now I want you to move where you're more shoulder to shoulder and hold that piece of paper out in between you, it could be a piece of merchandise as well, out in front of you. Now, how does it feel? Which one feels more normal and which one feels more salesy? Well, I think the one that feels more salesy is when you are face to face. Because when you're shoulder to shoulder, we relax, it's like a buddy helping you figure it out. So today, I want you to look at your body position because selling from the side puts shoppers at ease, and people at ease by more.
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Let's face it, there are fewer people walking in your brick-and-mortar store, and that's because any trip we save by buying online through Alexa or something else is one less going into your community. So, how do you make up the difference? Well, you have to get more out of the people that are walking in your door. So that's why you want to be able to cross sell, to be able to say, “Buy this item with this in a bundle,” or to add on after someone decides on the main purchase, then you're going to suggest one other item that gives them more enjoyment or makes it easier for the first item they picked out.
The key is, don't just come up with a laundry list, right? “Oh, it goes with this, and you could buy this and this.” Just lock up the most expensive first product first. If that's flooring for the house, then you just suggest the moldings. If you're selling window treatments, then you're talking about the headliners, or the cords, or the automation. But you don't keep them all together - you selectively add on, and when you do that, you can increase the number of items going out your store and more importantly, increase margins. So that's the way add-ons help customers get even more from their original purchase.
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Do you know what lazy retailing sounds like? "Can I help you? How are you? Looking for something special?" Those kind of lazy things your employees are saying are not going to build your sales. In fact, they turn most people off pretty quick because, well, it just doesn't feel normal. It doesn't feel natural. It sounds like it's an impersonal thing you've said a million times. Even if you've said it a million times, nobody wants to feel like they're just like everybody else. You know what I do instead when I teach how to greet a customer, just say, "Good morning, good afternoon, or good evening." That's kind of it because ultimately that's what starts you on the path to build a rapport. It's not all of it.
It's that first step. That's important because you often lose the sale most often with what you said in those first 20 seconds with your greeting. Today, I want you to instead say, "Good morning. Good afternoon. Good evening," to everybody you meet. You know what they're going to probably say is, "Thank you." Or they'll say good morning back to you. Isn't that a nice way to start instead of, "No, I'm just looking." Of course, it is. Get out there and greet the right way and you'll build more sales.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
A lot of times people forget one of the most basic things you can do in a brick-and-mortar store to attract customers is to have a great window display. The problem is too many people just want to put a bunch of junk in the window. If you're at a mall location, maybe you're gonna just put a bunch of junk in the front. That makes shopping feel like work. The secret to having a great window is going into the window and have someone on the outside mark where their eyes are with a sharpie or a magic marker, right in the middle, so you're gonna see it about six feet up. That's the sweet spot.
You want the most important, the brightest, and most beautiful, the premium is right there as people are walking by, so that's what grabs their eye. Then come up with a color story around it. So, today, remember that eye level is the key to making a successful display that attracts customers.
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You know, many people say, "Oh, we give great customer service." And then I ask them, "Well, what is great customer service?" And they're like, "Oh, we get an official order out." And I'm like, "No, that's not great customer service."
Great customer service is making the person in front of you feel like, for those few minutes, they are the most important person in the world. Yes, it takes training. Yes, it takes a branded shopping experience. But the attitude about it is that you are making sure that that person feels something when they go into their brick-and-mortar store because people who feel they matter buy more.
Today, I want you to think about customer service needs to be defined by you, trained by you, and then you end up being able to deliver that. Otherwise, you just end up like every other person on the street, every other brick and mortar saying, "Oh, online's beating our butt," when you can decide what customer service is, and that's what brings customers back every time.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
When people are trying to build sales, they always tell me they need to lower their prices, and I'm saying, "No. What you need to do is to be able to have your employees be able to challenge people's perceptions." An example I always use is garden hoses. You go into a home center and there they are at $9.99 and then there are others that are sitting there for $50 and $75.
And the problem is that somebody walks in and the sales rep says, "You need a garden hose. They're over there," and the guy will get the cheapest one. The problem is the cheapest one builds up steam and is heavier than lead when you try to drag it around your house. The more expensive ones need the ability to have somebody challenge their perception. You could buy a cheaper one, but when it gets hot out, the steam is going to build and it's going to rupture and it's going to be heavy to lug around with all that water. Wouldn't you rather have this lightweight one, which will hold up for many seasons because in a lot of ways it's the cheapest hose we have?
Today, I want you to be thinking about, don't equate price with value. Value is different, and that's what you're selling.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
As retailers, we all wish we had more time at home, and the problem is, is that when we're home, we just come up with all the tasks we have to get done on our days off. The problem with that is when we get back to our stores, that's what we put in charge of just doing tasks.
I'm here to tell you that tasks aren't going to make you more money, but training will. Your most important thing you can look at is instead of telling somebody to go do this, you want to train them how and why to give great customer service. You want to come up with a branded shopping experience.
Today I want you to think about fewer tasks, fewer to-do lists, and more of the soft skills of, "How do I engage a customer? How do I build rapport?" Because that is what's going to make you money today, not how neatly something is folded or how you got something from one shelf to another.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
A lot of times people ask me, "How do I attract more customers?" And one of the most basic ways is making sure your location looks like a friendly place. A new restaurant just opened not far from me, and they didn't change any of the plantings. And they're all in grasses and some things that looked kind of dead, no color. And the problem with that is it doesn't get anyone's eyes and frankly, it looks kind of dead.
So, what I want you to do today is to plant it up, whether you're in California or you're in New York, whether it's in spring or fall or winter, whatever. In your location, you want to grab people's eyes that's going to be bright colors, seasonal flowers, or maybe even lights at night because natural color attracts the eyes, which attracts customers.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!
When you're trying to sell more in your brick-and-mortar store, a lot of times people think it's about discounting, but really what it is is you have to make a friend from somebody walking in your door. What I always say is, "Look for something they're holding or something that they're wearing. Notice it. Share something about yourself based on that, and then continue."
That's because people respond to people that open their hearts to them. You know that yourself. You can sell to a friend easier than a stranger. Today, I want you to think about that and find a way to engage that stranger before you ever start talking about product.
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If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!