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Doug Fleener
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As a leader, one of your most important jobs is to develop your managers. Most of us are pretty good at doing that with newly promoted person, but we often slow down or stop developing them once they attain a... Continue reading
Posted Apr 9, 2017 at Retail Contrarian
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When talking with employees, especially when giving them feedback, the words we use can put them on their heels or on their toes. Sometimes managers unintentionally choose words that put their employees on the defensive, or what I call on... Continue reading
Posted Apr 9, 2017 at Retail Contrarian
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One day I was catching up with two friends over coffee when the conversation turned to how bad the traffic had been recently. One friend told us how it was killing his productivity. He's an outside rep and the traffic... Continue reading
Posted Mar 21, 2017 at Retail Contrarian
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I’m excited to announce a brand coaching and leadership program The More Accountable Coach and Leader. This is four-week program for holding yourself and your team accountable to higher standards and results. This is the perfect follow-up to those who... Continue reading
Posted Mar 9, 2017 at Retail Contrarian
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I like to think that as leaders we only have one priority: Our customers, and their service and purchase experience. Everything else we do supports that priority. Some of what we do to support that priority is more important than... Continue reading
Posted Mar 3, 2017 at Retail Contrarian
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Staff enthusiasm is a key element of a great customer experience. Enthusiasm creates a more energetic, engaging location, and thus more interest and excitement for the customer. That leads to higher sales, and customer loyalty and pro-active advocacy. A colleague... Continue reading
Posted Mar 3, 2017 at Retail Contrarian
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When most managers think they are coaching in the moment, they are really doing one of three things with an employee. Yelling - Okay, most leaders aren't usually yellers (at least I hope not), but the leader's focus on what... Continue reading
Posted Feb 18, 2017 at Retail Contrarian
If you want to make a great big leap forward in your business, you have to make a great big leap forward in what you believe you and your team can accomplish. You must believe there's more opportunity and growth... Continue reading
Posted Feb 8, 2017 at Retail Contrarian
Not long ago I had a conversation with a manager who is struggling in his job. The company is unhappy with both his performance and his attitude. During our discussion I could see there were three key issues creating the... Continue reading
Posted Feb 8, 2017 at Retail Contrarian
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A good friend of mine is a super smart guy. He's a walking and talking encyclopedia, but many people never guessed he's so smart. You see, he had this habit of saying "umm" or "uhh" when he spoke. So much... Continue reading
Posted Jan 27, 2017 at Retail Contrarian
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The three biggest barriers to successful coaching your employees are Me, Myself, and I. Once you get past those internal gatekeepers you become a much more effective coach, one who can help employees grow, develop, and reach new heights of... Continue reading
Posted Jan 22, 2017 at Retail Contrarian
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I define the customer experience as the perceptions, emotions, actions and reactions a customer has with your people, products, and environment. Environment can be a store, office, website, etc. Combined, these elements meet, exceed, or fall short of your customer’s... Continue reading
Posted Jan 10, 2017 at Retail Contrarian
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As a leader you have strengths that I'm sure serve you well. It's important to know what those strengths are, and that's why I encourage my clients to identify their five top strengths. I also believe that claiming your strengths... Continue reading
Posted Jan 4, 2017 at Retail Contrarian
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Here’s a fun questionnaire to use with your leadership team to identify opportunities to grow as an OutFront Leader and Coach in 2017. 1. Do you begin your day with a positive attitude? One where you plan to succeed? Most... Continue reading
Posted Dec 27, 2016 at Retail Contrarian
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Over the next 10 days almost all of your customers will be delightful to work with but, inevitably, you will encounter one or two stressed out, unhappy customers. Here are five steps for dealing with the (rare) unhappy customer. 1.... Continue reading
Posted Dec 22, 2016 at Retail Contrarian
Here are some quick tips and reminders on engaging and selling to multiple customers. Applying one or more of them will help you deliver an even better holiday customer experience resulting in higher sales! Introduce yourself immediately upon engaging a... Continue reading
Posted Dec 14, 2016 at Retail Contrarian
The busier the store gets, the bigger the impact (both positive and negative) the leader has on his/her staff and results. That’s why I hope you’ll invest a few minutes to read my ten quick holiday leadership tips, One of... Continue reading
Posted Dec 14, 2016 at Retail Contrarian
Between now and the end of the year, your staff will have stretches where they are extremely busy and will need to work with multiple customers simultaneously. How well they do that can make a big difference in your holiday... Continue reading
Posted Dec 9, 2016 at Retail Contrarian
Here’s a two-minute holiday sales tip video to help your staff maximize each and every customer opportunity. This surefire approach can result in thousands of dollars in additional sales. It’s an incredibly simple approach, but something that isn’t always done.... Continue reading
Posted Nov 30, 2016 at Retail Contrarian
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The next six weeks are "the most wonderful time of the year." Well, at least until you find yourself about ready to snap over the person who just stole your parking spot! The holidays can be wonderful, and from time... Continue reading
Posted Nov 16, 2016 at Retail Contrarian
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OutFront Leaders champion these three mindsets during the holidays. 1. Champion WE. OutFront leaders position and reinforce how essential the team is to the success of the business. Henry Ford said, ""If everyone is moving forward together, then success takes... Continue reading
Posted Nov 16, 2016 at Retail Contrarian
While observing a salesperson show her customer a watch, I started thinking about what the employee might have done differently if the customer had announced when she walked into the store, "I'm here to purchase a watch." The associate probably... Continue reading
Posted Oct 27, 2016 at Retail Contrarian
1. Reach even higher. I like to think that managers maintain what is, but OutFront leaders and coaches create what can be. 2. Focus on HOW more than what. Managers will tell employees what their goals are, or how they’re... Continue reading
Posted Oct 19, 2016 at Retail Contrarian
Doesn't it bug you when people push their own values on you? After all, just because something is important to them doesn't mean it's important to me. I don't think they should tell me what I should value and I... Continue reading
Posted Oct 19, 2016 at Retail Contrarian
It’s vital that your staff make sure that a customer’s purchase and experience is right. It doesn’t matter how good a barista is if she makes the wrong drink. That’s why retail associates must take responsibility for what a customer... Continue reading
Posted Oct 12, 2016 at Retail Contrarian