Don’t wait – create!


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On Monday I was in a store and asked a few employees who were standing around how business was. Well, I really wanted to ask why they were standing around talking among themselves, but I restrained myself. But I digress.

The employees said they had been pretty busy over the weekend, but now they were “just waiting to get busy again.” I totally get it. The first full week of the holiday season is always a bit maddening. At times it doesn’t even seem like it’s the holiday, and then BAM you get slammed for a while. Then it’s back to slow again.

You can approach the next couple of weeks in two different ways. You can wait for success or you can create it. Don’t miss the opportunities that are before you because you’re waiting for future opportunities to show up.

The slower periods offer an incredible opportunity to get to know your customers better and deliver an experience that is second to none. As matter of fact, these slower times should allow you to greatly increase your average sale and units per transaction.

When not with customers I would be on the phone or on email inviting customers to come into the store. Work off a short script that gives your customer three benefits to coming in soon.

1. During the early part of the holiday it is more relaxing to shop in the store.

2. You are able to spend more time helping them find the perfect gift and/or items for themselves.

3. More products are in stock. You especially want to share this if you have a gift with purchase that is in limited supply.

Don’t wait for success to find you this holiday…create it!

Republished with author's permission from original post.

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.


  1. Doug, thanks for sharing so many great suggestions for retailers during the busy holiday season. They are realistic and make a great deal of common sense. There are so many missed opportunities to build stronger customer relationship one encounter at a time and when it’s a bit slower, that’s when any front-line associates needs to act and think a little differently. Your recommendations are right on target. Richard Shapiro, The Center For Client Retention @richardRshapiro


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