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.
Learning from an amazing sales experience
Here’s an article I wrote for a client that I provide exclusive articles for. I wanted to share it with you since it could...
Happy employees = happier results
Last week I wrote about the negative impact that negative employees have on both customers and results, so it is only fitting that this...
Negative employee = negative impact on results
I suspect we can all agree that positive people have a positive impact on customers and results. So why aren’t we also assuming that...
Gawk, Stalk, Talk, or Rock the Sale
When I’m out shopping I typically encounter four different types of specialty retail associates. The Gawkers. A Gawker is defined in the dictionary as "a spectator...
5×4 tips in fewer than 140 characters each
Here are five sets of four tips each in Twitter length . Simply putting one or two into action could have a big impact...
Musings on leadership, ADS and more
Here are a few random thoughts about leading a retail and service team. Some I’ve posted on Twitter, some have been on my mind...
More Barrier Busters: How to use products to engage more customers
Last week I wrote about the barrier that often exists between staff and customers, and why it is important to bust through that barrier...
Sell more with these steps to summertime multi-customer success
Summer can be a pretty challenging time for retailers. Due to vacations and some personnel having long weekends off, many stores are staffed more...
7 items for your daily leadership to-do list
Like most leaders, I’m sure you have an extremely long to-do list. I have so much on mine I’ve renamed it my to-don’t list....
Planning for a successful day – or not
After a 45-6 loss, former University of Massachusetts football coach Charley Molnar was quoted as saying, "I don't prepare a talk or speech for...
Coaching quiz and tips
One of the most important things you do as a leader is coaching your employees. This is especially true if you own or manage...
Smart selling this weekend
"There's no such thing as hard sell and soft sell. There's only smart sell and stupid sell." - Leo Burnett I couldn't agree more with...
Adding additional value to your products
Price is the amount of money your customer pays for a product. Value is what your customer perceives the benefits of that product to...
Problem or solution?
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...
Helping new managers succeed
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...
So simple it’s difficult
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...
Musings on fundamentals, hiring, selling, and the customer experience
Random thoughts on various but connected topics: Spring training fundamentals The other day I was at a baseball spring training complex watching a group of…
The evolution to a happier and more productive you (part one)
Over the years I've worked with a number of stressed-out owners and managers. To a person, they are smart and dedicated people who couldn't...
The myth of motivation in retail and the customer experience
Years ago I had an incredibly talented retail associate working for me. He was smart, charming, a fast learner, and one of the best...
How to fire a customer
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...