Below you'll find a list of all posts that have been tagged as “retail management”
Sometimes, it DOES take a genius. Meet our friend, Dom Genova. He is an expert at customer experience, marketing and entrepreneurship. Dom’s success as a car dealer boiled down to ensuring his customers didn’t get taken advantage of by the car biz. Now he has a book to help others. And it’s good! Interested in coaching or training on these …
I met Keith Smith when we was turning wrenches at a wonderful Ford dealership I had the pleasure of serving as coach. During the course of my work, Keith decided to become a nomad. I know a “digital nomad.” She is a trained actress who speaks multiple languages. She is an attractive European with an extensive knowledge of luxury and …
Mark was so struck with the powerful simplicity to Mike’s recent work that they made a podcast episode about it: The lockdowns have come to an end. Here are two meetings you need to have before too much time passes. Questions? Comments? Ideas for future episodes? Email Mike and/or Mark. Listen here … subscribe on Spotify, Amazon or Apple … or watch …
Automotive News produces really informative videos. This 4-minute briefing on Serra Automotive’s inventory sourcing is a great example. One of my mentors worked for Al Serra for a long time and has great respect for the team. The opening lines from current President Matt Serra gives me clues as to why: From a values perspective, the way we think about …
Seth Godin has put his finger on burnout in the service industries. More on that in a minute. But first, let me share a picture of how a lot of frontline workers feel: high schoolers. It happens every year around the start of December. I noticed it about 10 years ago–but I suspect it has been going on longer than …
A colleague shared with me this speech clip from Susan Salgado, director of culture and learning for Danny Meyer’s famous Union Square Hospitality Group. The group includes Shake Shack among many other brands. The clip is a short story about a hospital nurse who took some clever steps to ensure patients received quick and efficient care. What will impress you …
I had been doing professional facilitation and coaching for a number of years before I pursued coaching from a program aligned with the International Coach Federation. When I interviewed a possible training institute, I would ask, “Is this life coaching? Because I don’t want that. I don’t want businesses to think of Oprah Winfrey or something like that when they …
I’d like to congratulate Soft Shoe for yet again winning the Gold Medal Service Award from Footwear Insights. I’ve had the privilege of serving Soft Shoe for a few years now. They take serving the employee, and what they call Customer Service Mode for customers, extremely seriously. Here’s a list of customer service advice from Gold Medal winners, with Soft …
Some advice: If you are booked on a flight with me, and the flight goes through Charlotte, change your flight. But maybe two times, I have never flown through Charlotte in one day. My flight gets canceled, I miss the connection or–yesterday was a new one–I am taken off a plane about to depart because something is wrong and they …
Automotive friends: McKinsey & Company have just published an assessment of the US auto market’s readiness to sell and service electric vehicles. (They are probably right that the transition is inevitable and will happen faster than most of us realize. But: It didn’t take much for 2020’s EV sales to surge over the previous year. There were more offerings, and …