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.
Five ways to instill passion in your team
There is no doubt that passionate employees deliver a better experience and create more sales than employees who aren't. Can you, as a...
The 50-50 relationship
The quality of the relationship between employees and leaders has a direct impact on the customer experience. I believe employees are just as responsible...
Is your perspective hurting or creating sales?
While in a store I overheard a salesperson talking with a customer about some newly arrived products. She told the customer that she...
Assorted musings from the road
Two weeks I was checking into a hotel and noticed that the front desk employees were all wearing big buttons with different numbers on...
The hesitation of delegation
Not a week goes by that a manager, owner, or executive doesn't tell me that he/she needs to delegate more to the staff. ...
Simply Brilliant
Simplicity is a competitive advantage. Most people overcomplicate things, and when they do they lose their effectiveness. Here are some examples I've seen and, sadly,...
Retail experience required – or not
The number of retailers who require job applicants to have retail experience always amazes me. I particularly don't understand why it's so essential...
Tempted to text
During a recent shopping expedition I couldn't help but notice the number of store employees using cellphones while on the floor. I wondered...
Stopping the deal and low price mentality
Last week I sent time visiting and secretly shopping retail stores, insurance agents, and other companies. I feel like I'm in an episode...
People persons and great customer service
How often do you hear from job applicants, "I'm a people person"? I don't know about you but I always think to myself,...
Are passion and energy requirements for the job?
Is having passion and energy a requirement to be a manager? If you're answering the question out loud I can't hear you, so let me...
The unmerited merit raise
In most companies every employee is eligible for an annual merit raise. Usually the owner or manager goes through some strange process that...
Modeling and Flip It
In my experience, the few weeks from late December into around the middle of January are some of the most frustrating in retail. ...
Post Holiday Success: Maximizing the Season of Me
On the day after Christmas, retailers move into what I call the Season of Me. Customers will descend on your store for the...
The (Rare) Unhappy Holiday Customer
Over the next 10 days almost all of your customers will be delightful to work with but, inevitably, you will encounter one or two...
Your Specialty
I love to ask new clients "what makes your store special?" "Why should a customer choose your store over another that sells the...
Your Holiday Customer Experience
While in the mall on Black Friday I couldn't help but notice that some stores were delivering a much better experience than others, and...
Black Friday Musings
Commodity or ConnectionI'm convinced that the retailers who are going to succeed this holiday season can be sorted into two categories. In the first...
Creating Future Holiday Sales Today
Over the next three to four weeks each customer we engage will offer us an opportunity. Not only will we have the chance to...
Could Santa Steal From Your Store?
This Daily Take Five could be a good conversation starter at your upcoming holiday meeting. While running errands with my children this past weekend the...