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.
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Christmas Greetings!
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service,...
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Why We Need to Step Up Our Customer Service Game
The Australasian approach to customer service often falls short, with many staff viewing customer service roles as just a job, not a career. Comparisons to the U.S. frequently highlight better service, particularly in tipping-based environments, where employees rely on exceptional service to boost their income. In my...
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Here’s Why Bad Bosses Drive Talent Away
The saying “people don’t leave bad companies; they leave bad bosses” couldn’t be more accurate. It’s surprising how often I hear from colleagues and friends that they’ve either quit or are considering leaving their jobs because of a bad boss. Despite great working conditions and numerous perks,...
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The Three Secrets of Top Performing Store Managers
Great store managers consistently achieve outstanding results, regularly hitting their KPIs, maintaining low staff turnover, and minimising customer complaints. The good news is that most store managers can reach this level—with the right attitude. A positive mindset makes them open to feedback and eager to improve. What...
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How Smart in Store Practices Drive Sales Growth
The recent news about retail has been overwhelmingly negative, with headlines focusing on store closures, struggling iconic retailers, and the growing shift to online shopping. However, amid this gloom, some retailers continue to thrive, increasing their sales year after year. This success isn’t accidental—it’s the result of...
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Googles Top 10 Leadership Behaviours
Exceptional leadership is key to inspiring and guiding a team. Millennials, in particular, seek leaders they can admire and learn from, yet great leaders are often in short supply. To help improve leadership skills, it’s beneficial to learn from successful examples, such as Google’s approach. Google has...
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3 Key Behaviours for Retail Leaders to Boost Productivity
The ability of business leaders to motivate and empower their teams is unfortunately rare. While many leaders perform adequately, truly amazing leaders are few. In retail, strong leadership from store and regional managers is crucial for customer engagement and delivering results. Leadership directly impacts team performance....
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How to Upsell Brilliantly
The term “upselling” and its variations (add-on selling, cross-selling, suggestive selling) have been around for years. However, many frontline retail employees view “selling” negatively, feeling it means pushing customers to buy more. This mindset can lead to resistance and eye rolls when these strategies are suggested to...
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Boosting Team Member Engagement For Exceptional Customer Experiences
I’ve often highlighted the poor state of staff engagement in Australia, where reports show around 70% of teams are disengaged. This is detrimental to providing an exceptional customer experience, which I believe only happens when customers interact with engaged and motivated employees. Customers typically give you one...
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The Importance of Coaching for Managers and Their Teams
Coaching is a concept that has been around for years, yet many expect that when someone is promoted into a managerial role, coaching skills will automatically follow. In reality, few managers naturally possess these skills. Despite this, managers are expected to help their teams excel in areas...
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Transforming Your Business Through a People First Focus
Your people are your greatest asset, but they can also be your greatest weakness if they’re in the wrong roles or not well-led. Clear expectations, training, and coaching are crucial. Richard Branson emphasises that his focus isn’t on shareholders or customers, but on his people. Treating the...
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How to Avoid Some Common Leadership Pitfalls and Enhance Team Performance
A recent leadership article highlighted key points I thought were well worth sharing. Many leaders unknowingly fail their teams, creating environments where employees feel miserable, ignored, or under-resourced. This is counterproductive to nurturing a successful team. Common Leadership Pitfalls 1. Inappropriate Direction and Support: Striking the right...
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5 Tips for Store Managers to Improve Service and Sales
Being a store manager is a demanding role that involves juggling numerous responsibilities. Despite the constant pressure, the primary goals remain to ensure consistently high-level service and to maximise sales. Here are five actionable tips to help store managers enhance their service experience: 1. Daily Pre-Opening Catch-Up...
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7 Key Traits of Super Successful Store Managers
Creating outstanding store managers is crucial for the success of any retail business. From my 25+ years of experience running over a thousand coaching courses, I’ve found that the performance of a store hinges on its manager. They are the face of the business and drive team...
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