Welcome to Insights, The Retail Solution Blog.

Insights provides us with a forum to comment on new developments we feel are important in the rapidly changing world of retail business, both within Australia and abroad. We won’t confine ourselves just to clinical issues. Social, political & economic topics are having an increasing influence on the way Australian retail business is evolving and we’ll cover these here too. We hope you find our Insights to be informative and educational.

  • This Is Why Regularly Coaching Your Team Is So Powerful
    This Is Why Regularly Coaching Your Team Is So Powerful
    I am often asked, when I facilitate our training course on how to effectively coach your team, how often should I be coaching my team. My answer is, well all the time! While said in jest as I know this is simply not possible, coaching your team...
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  • 4 Tips On Recruiting The Best People For Your Business
    4 Tips On Recruiting The Best People For Your Business
    One of the topics I regularly discuss with retailers and one of my favourite training courses to run is how to recruit the best possible person. Most retail leaders don’t get trained in how to lead and coach; they learn on the job. Most learn by making...
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  • Want to Know the 7 Key Customer Experience Traits Retailers Must Get Right?
    Want to Know the 7 Key Customer Experience Traits Retailers Must Get Right?
    It is hard to believe that US companies lose $1.6 trillion dollars annually due to poor customer service according to Accenture. That figure is simply mind boggling. In today’s very competitive world of retail, it doesn’t take much for a customer to leave you, often it’s just...
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  • Two Exciting Retail Innovations that Deliver on Experience
    Two Exciting Retail Innovations that Deliver on Experience
    One of the biggest challenges facing online retailers is both the issue of delivery and returns. Because it is difficult to ensure the clothing size being ordered is going to fit, customers have started to order multiple sizes and then with the offer of free returns simply...
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  • Five Huge Benefits of Investing in Training Your Team
    Five Huge Benefits of Investing in Training Your Team
    I’m a huge fan of great customer service and being in the training game for over 25 years, it’s not hard to work out that I’m a massive supporter of investing in customer service training. Yet not everybody thinks that customer service training is worth the investment....
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  • Why Ongoing Feedback Is Critical To Maintain and Improve Performance
    Why Ongoing Feedback Is Critical To Maintain and Improve Performance
    One of the challenges why training is not transferred to the job is due to a lack of follow up when they return. Furthermore, ongoing follow up is required to ensure your team continue to put in place the skills they have learnt. Here are 3 powerful...
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  • Richard Bransons 7 Secrets to Amazing Service
    Richard Bransons 7 Secrets to Amazing Service
    I have always admired Richard Branson and his business success as we all know is legendary. At the heart of his success has been his focus and single-minded commitment to have customer service as the key differentiator in all of his businesses. When asked about his success...
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  • This Is Why Feedback Is Critical If You Want Performance
    This Is Why Feedback Is Critical If You Want Performance
    I have long been an advocate of providing and receiving feedback. Feedback is such a powerful tool that helps all of us to either keep doing what we are doing or looking at ways to improve. Without feedback, which is a basic fundamental of life, we would...
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  • Here Are The Key Reasons Why Retailers Have To Deliver WOW
    Here Are The Key Reasons Why Retailers Have To Deliver WOW
    With so much choice these days, customers can easily pick and choose who they shop with, both online and in store. It has become very clear that customers don’t differentiate now between online and in store, it’s just one shopping experience. All parts of the experience have...
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  • This Is Why Retailers Have To Respond To Poor Feedback
    This Is Why Retailers Have To Respond To Poor Feedback
    I have mentioned many times how competitive retail is at the moment and it will only get more so. Customers have so many choices of where to buy, both online and in store, that a simple slip up is enough to send them off to your competition....
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  • Why Managers Must Deal With Poor Performance
    Why Managers Must Deal With Poor Performance
    One of the biggest challenges I hear from frontline managers is having to give negative feedback to their staff. Most managers find this type of feedback confrontational so prefer to ignore it and hope it improves on its own. Sorry, this is not going to happen, in...
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  • Are You Missing The Chance To Empower Your Team?
    Are You Missing The Chance To Empower Your Team?
    One of the most powerful steps a manager can do is to empower their team. And empowerment comes in many different variants and also at many levels. In a retail environment, having an empowered means they are better equipped to deal with customers in a positive way....
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  • This Is Why Great Leaders Inspire Great Cultures
    This Is Why Great Leaders Inspire Great Cultures
    A great work culture is an amazing place to be a part of and leaders play an enormous role in defining and then maintaining a great work culture. In this culture, team members are highly motivated, they work for each other, staff turnover is low and outcome...
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  • This is Why Training Makes A Huge Impact
    This is Why Training Makes A Huge Impact
    Having spent a large percentage of my working life facilitating training course for retailers, of course I’m going to be very biased when it comes to the importance of training. That’s why it was great to read recently that Target (US) are investing heavily in their team...
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