Doug Fleener
Doug Fleener
As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes. Doug is a retail and customer experience consultant, keynote speaker and a recognized expert worldwide.
Small Business Saturday
American Express is showing their support of independent merchants by announcing that they will sponsor and promote "Small Business Saturday" on the weekend after...
The More You Learn Why, The More Your Customer Will Buy
The more we understand why our customer is interested in a particular product or product category, the better we can help him/her find just...
Are You a Helicopter Associate?
There's probably nothing more annoying when you're shopping than to be in a store and have a salesperson hovering around you. I call those...
Crafting an Extraordinary Customer Experience
Last month I was interviewed for a story about a customer experience strategy and training I developed with one of our clients. I said that...
A Multi-Sale Experience
One of the biggest differences between a typical specialty store and an extraordinary one is the number of sales made during a customer's visit. ...
Seasonal Hiring Best Practices
If you haven't started or completed your seasonal hiring yet, it's time to get moving! Whether you're already underway or starting today, here are...
You Know What They Say About Assumptions
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...
When Must is Always, Should is Most of the Time, and Never is Out of the Question
One thing that fascinates me when working with retail chains is seeing the different levels of performance that spring from the same retail strategy. ...
Should This Be Your Job?
When owner and managers are asked what the most important things they can do to make their business more successful we hear: "Coaching and developing...
Your Slow – or Busy – End of Summer
The end of summer is always an interesting time for our readers. Many of your stores will be slowing down, giving you to time...
The Customer-Centric Company
Here are seven signs that you're running (or working for) a truly customer-centric company: 1) The CEO or owner talks constantly about customers and their...
Using Your Pedestal
Every employee in your company carries around a pedestal. Not literally, but figuratively. With each customer interaction an employee chooses to use that pedestal...
25 Ways to Increase Your Sales Today
1. Sell more. (Sorry, I couldn't resist.) 2. Be "on" from the moment you walk onto the sales floor. You have an important role...
You Won’t Believe This and Other Musings
One of our readers was shopping in what she describes as a nice clothing/gift store in Texas when she noticed an employee wearing a...
Successfully Using Assumptive Language
One of the differences between good and Extraordinary retail associates is that Extraordinary associates use assumptive language. Extraordinary retail associates know that their store...
Create Winning Team Chemistry
Whether it's a sports team or a store staff, team chemistry and on-floor interaction play a big part in both wins and losses. Great...
Create Winning Team Chemistry
Whether it's a sports team or a store staff, team chemistry and on-floor interaction play a big part in both wins and losses. Great...
A Product In Hand is Worth Two on the Shelf
One of your goals should be to physically connect every customer with your products. Holding or touching a product engages an additional sense, which...
Six Ways to Improve an Employee’s Productivity Today
Here are six simple actions you can take to help someone be more productive today. 1. Challenge her. From time to time we all...
Successful Assumptions
I recently heard a sales expert assert that making assumptions will cost a salesperson sales. I beg to differ. As a matter of fact,...