Author Archive | Doug Fleener

Problem or solution?

Blog post by on April 16, 2014

I used to work on an executive team that invariably divided into two camps whenever there was an issue in the stores. One group always believed that the store staff was the problem. Whether it was how …

Helping new managers succeed

Blog post by on March 28, 2014

I would love to have a quarter for every new manager I’ve seen flail and flounder in his/her new job. Since in most cases each was promoted because he/she is a great individual contributor but has little …

So simple it’s difficult

Blog post by on March 19, 2014

There are times I think delivering a great experience and maximizing our customer opportunities really shouldn’t be that hard.  But over and over I personally experience how difficult it really is. It’s amazing how we can make and …

How to fire a customer

Blog post by on January 30, 2014

In last week’s newsletter I wrote about an associate who lost a $125 sales because of a “difficult” customer. I told the associate that she didn’t just lose a sale, but a customer, too. I went on …

More than a lost sale

Blog post by on January 23, 2014

During a store visit I got a chance to talk with a young woman I consider an excellent sales person. She delivered very engaging experiences and seemed focused on maximizing her customer opportunities. Our conversation came around …

This week’s two priorities and actions

Blog post by on January 14, 2014

Most owners, executives, and managers I work with are incredibly hard working. They’re talented and smart people who are constantly coming up with new ideas and new ways to grow their sales and profits. Many of them …