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Welcome to my Retail Blog! You don’t have to be an independent retailer to find value in these posts (but it helps).

This blog is for you. If there are any topics or questions you want addressed, let me know and I’ll cover them.

Phil's Retail Blog
I write this retail blog for you. Send me your questions and I’ll answer them here.

Handling the Unruly and Rude

August 17, 2017

I was talking with some fellow retailers at a trade show recently and the discussion came around to the perceived higher level of rudeness and unruliness among customers. I say “perceived” because everyone felt it, but no one had actually measured to know if it truly was more than before.… Read more

Two Ears and One Mouth

August 16, 2017

George Whalin was the last guy you wanted sitting next to you on an airplane. George was a retail consultant and public speaker (and one of my inspirations). George loved retail. A vacation to him meant a trip to The Grand Bazaar in Turkey followed by a trip to their… Read more

Breaking Down Our Phone Greeting

August 15, 2017

“Thank you for calling the Toy House. How can I help you?” That was the greeting I trained my staff to use every time they answered the phone. Twelve words in a specific order for specific reasons. Let’s break it down … “Thank you for calling …” We were a… Read more

What if You Don’t Train Them and They Stay?

August 11, 2017

There is an old story of two managers discussing staff training. The first manager objects to training saying, “What if we train them and they leave?” The second manager replies, “What if we don’t train them and they stay?” My friends, knowing I write this blog, send me examples of… Read more

A Place for Everything

August 10, 2017

This week marks my last week on the water as the sailing instructor for YMCA Storer Camps. Next Monday I have to do my least favorite job—putting stuff away. I hate it. I hate cleaning up. I hate filing papers. I hate organizing and sorting. Oh, don’t get me wrong.… Read more

The Biggest Thing That Needs to Change

August 9, 2017

I kept my email address from Toy House. I kept it partly because I have so much history with that address I didn’t want to lose, partly because so many people have it and still use it to get a hold of me, and partly because I don’t really like… Read more

When the Boss Plays Favorites

August 3, 2017

I spent the summer of 1992 working for the Los Angeles Unified School District teaching team building and leadership skills to inner-city kids. It was one of the most meaningful and wonderful jobs I’ve ever held. Part of it was the difference we were able to make in the lives… Read more

Busting a Scheduling Myth

August 2, 2017

There is a scheduling myth I have heard for many years, and although on the surface it seems to make sense, I don’t think it is in the best long-term interest of your store. The myth is that you should schedule your best sales people for your peak hours and… Read more