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Doug Fleener
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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 6 days ago 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
Time is a leader’s most valuable resource, one that must be invested wisely. For most leaders, their best time investment is working with and coaching their staff on delivering an even better service and sales experience. Unfortunately, operational activities take... Continue reading
Posted Oct 12, 2016 at Retail Contrarian
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Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I believe it also reduces how well a staff can maximize sales opportunities. In some stores, an add-on... Continue reading
Posted Oct 6, 2016 at Retail Contrarian
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The other day I was in a client's store when an older gentleman, helped by a younger woman, walked in. The associate went over to greet them, and then asked if she could help them. He responded, "Just looking." Then... Continue reading
Posted Sep 28, 2016 at Retail Contrarian
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Last year I set out with a goal to eat better, get more exercise, and lose weight. I was really happy with how much I lost in the first four weeks, but then the dreaded plateau set in. As frustrating... Continue reading
Posted Sep 22, 2016 at Retail Contrarian
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Thank you cards are still one of the most effective, and most affordable, marketing tools you have. They stand out even more with so most marketing materials going digital. Think about it. How many emails did you get in the... Continue reading
Posted Sep 16, 2016 at Retail Contrarian
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I once worked for a manager who gave a lot of feedback. I appreciated that since most of my managers up to then hadn't given much at all. What I didn't appreciate was that he only focused on what didn't... Continue reading
Posted Sep 7, 2016 at Retail Contrarian