KIZER & BENDER's Retail Adventures

The Five Senses of Retail: Part II

2026-03-04T09:45:00.002-06:00

In the first part of this series on optimal store design, we discussed the many ways companies such as Disney can influence the senses of consumers, and how a similar strategy can be applied by every retailer.

It was noted that layout should be optimized so that everyone who visits your store should discover something fascinating waiting to capture their attention.

Indeed, the design of a store should encourage consumers to walk past and acknowledge every product of note.

The influence of music was also detailed, and how the right soundtrack in a store can lift the mood of your customers, forging a crucial positive association between the visitor and the business.

These positive associations can lead to customer loyalty, including repeat visits and sales.

With that said, there's more to learn!

Touch: What do we feel?

If your displays are too intricate, shoppers will be afraid to touch them, fearing they will damage them.

If you have been followed by a sales associate who immediately fluffs and refolds everything you pick up, then you know what we mean!

I'm sure you'd agree that’s no way to shop, displays should encourage customers to touch the merchandise.

Set your displays so customers interact with the items and employ cross merchandising. This will encourage customers to pick up products they hadn’t originally intended to buy.

Place merchandise outpost displays that feature products from one department in another or in an unexpected area. Top off displays with signage that inspires interaction and engagement, and merchandise different textures together to stand out.

It’s about doing whatever you can to engage shoppers and encourage them to consider something new.

Smell: Unlocking hidden memories

What do you think of when you smell the intoxicating aroma of popcorn?

Sharing a big bowl on family movie night, a visit to the theatre, or even a local business offering free bags, freshly popped from a machine near the front entrance?

"If your displays are too intricate, shoppers will be afraid to touch them, fearing they will damage them."

If you said the local business, we’re on the same page. Yes, it’s nice to feed customers; however, it’s also ideal when customers think of that store whenever they smell popcorn.

Olfaction – the sense of smell – is the sense most closely linked to memory. A single sniff of a familiar scent can bring you back directly to where you first smelled it.

According to ScentAir, the world’s largest scent marketing firm, different scents can affect the moods of those who smell them. Lavender and vanilla, for example, are calming scents, while peppermint and grapefruit are said to be energizing. Disney’s “Smellitizers” pump out the scent of candy, freshly baked pastries, and popcorn in various places. Look closely to find artfully hidden Smellitizers in every store and attraction.

Simply stated, scent marketing works! There are many scent marketing companies that help you choose a unique scent for what you sell, or you can pick up scent diffusers locally.

With that said, please don’t burn candles in your store – it’s just not worth the risk!

Taste: Tip of the tongue

One of our favorite research projects is watching shoppers at supermarkets sample the free food. It’s interesting to note that many make a beeline for whatever is offered and toss it in their carts.

Supermarkets will tell you that there is solid evidence that sampling sells more products, so even if you don’t include food items in your business, you can cash in on the trend.

It's easy to make food part of your customer experience. Every event you hold should include food – and that’s our motto: Food is good!

It’s always best to get treats from a caterer rather than do it yourself. You don’t need the added hassle on event days, and with COVID-19 still on our minds, you are safer going with professionally prepared or pre-packaged food and drink.

Offer shoppers bottles of water adorned with your logo, partner with a local restaurant to provide refreshments during your in-store events or consider hosting a wine tasting. Don’t forget that customers love candy – especially chocolate. Put out a dish of wrapped candies. It’s a no-brainer.

Something to consider?

You don’t need to go as far as Disney does when attempting to control your in-store experience. That said, utilizing sensory marketing to engage all five senses among your shoppers will put you far ahead of your competition.

Another perk? None of these ideas can be implemented by an online retailer. It's a unique advantage, and a big win for bricks-and-mortar retailers!

The Five Senses of Retail: Part I

2026-03-04T09:21:00.009-06:00

Does the layout of your store capitalize on every opportunity to connect with consumers?

Imagine you’re visiting a world-famous theme park, for example, Walt Disney World in sunny Florida, enjoying some well-deserved time away from your store. As you approach the entrance to the Magic Kingdom you are welcomed by an enticing mixture of sights, sounds, and smells. These are all geared to improve your mood.

At these tourist destinations, everything is designed to create and control the guest experience. Each new location you enter is designed to engage your senses differently. This is done so effectively that you likely don’t even notice the changes as you leave one location and enter the next.

Whether you realize it or not, companies such as Disney create and then control every move you make inside its parks. The good news is you can do the same in your store!

It's important to break down the process into the five senses to learn how this sort of subconscious marketing can be applied to your business.

Sight: What do we see?

Your sales floor should be a visual wonderland. Everywhere customers look, they should be drawn to something intriguing and attention-grabbing.

Where you place fixtures creates a path for shoppers to follow as they peruse your sales floor. In many stores, 50% of a store’s floor is never seen by shoppers because the layout is left to chance.

Supermarkets don’t make this mistake, and that's why milk is always at the back of the store. The goal is to encourage consumers to walk past as many promotional goods - they didn’t realize they needed - on the way to collect the daily essentials.

Your sales floor should be set to lead shoppers somewhere deliberately. To do this, make a schematic of your current layout and determine if your fixture placement is doing the job. It's possible you may discover some control changes that need to be made.

"Your sales floor should be a visual wonderland. Everywhere customers look, they should be drawn to something intriguing."

Look for “desire paths” – these are shortcuts customers make to get through your store faster. Check your flooring for heavier wear in certain areas or spend a day watching how customers navigate the sales floor. If you find a desire path, place a display directly in the center of it.

Make your displays visually interesting. Add props, different textures, and signing to catch the customers’ eye. Create a strong sight line by placing shorter fixtures up front and taller fixtures towards the rear of the store. This allows shoppers to see both in and through your store and gives them the chance to notice things they may have otherwise missed.

Lighting is critical to the customer experience. If you have customers aged 50-years and above – a likely probability for any store – there’s a strong chance they can’t see all the details of your fabulous products. This is because people aged 60 and older only receive about 40% of the available light compared to people in their 20s.

When was the last time you remodeled your store or had your illumination levels checked or assessed? Track lighting is an easy fix for illuminating dark spaces, highlighting merchandise, or directing attention to certain areas of the floor.

Hearing: What do we hear?

Music plays a role in encouraging sales, and every store needs a unique soundtrack that puts every shopper in the right mood. We say soundtrack because the music you choose provides a background that entices shoppers to stay longer and spend more while they are there. Music also adds to how you want your store to be perceived. So, unless heavy metal is part of your schtick, Metallica cranked to 11 probably isn’t ideal for most stores.

Your store's soundtrack should give shoppers a psychological lift.

A study of more than 2,000 US adults, conducted by The Harris Poll on behalf of Spotify, found that more than 70% of respondents said they’re more likely to shop at stores that play music they enjoy. Furthermore, 63% are more likely to return to local stores that play music, while 67% of respondents said background music incentivizes them to make purchases.

Interestingly, the survey also found that the type of music also matters greatly for different demographics of consumers.

The study found that women prefer oldies, pop, and R&B, while men prefer to shop while listening to rock and blues. Women and men both enjoy country and classical music while shopping.

Whatever music you choose to play, it’s your responsibility to ensure you are doing it legally. Visit ASCAP for more information.

In the second part of this series, we’ll address the next three senses: touch, smell, and taste, plus how they can be used within your store to create a memorable experience for your customers.

From Olympic Ice to Retail Aisles: How to Build a Winning Team

2026-02-22T14:52:00.007-06:00

Women's 2026 U.S. Gold Medal Hockey Team | Photo USA Hockey via Facebook

Men's 2026 U.S. Gold Medal Hockey Team | Photo 2026 Getty Images via Olympics.com

I had an incredible time cheering on Haley Winn and Team USA as they skated their way to the Gold Medal in Women’s Hockey. Haley and Team USA had their own – now world-famous – cheering section (Check out @RyanWinn44's posts on Instagram… it’s worth it).

There’s a family connection here: my nephews grew up playing hockey with the Winn brothers. My sister Betsy and her husband John were in Milano, screaming from the stands, while I was glued to the TV trying to spot them in the crowd. Amazingly, I did!

Betsy and John with the Winn Brothers at the Olympics, Milano, Italy

And just three days after the women brought home Gold, the USA Men’s Hockey Team did the same. Both games went into overtime. Both were against Canada. And the men’s win happened on February 22, 2026, exactly 46 years to the day of the Miracle on Ice in Lake Placid.

USA! USA! USA! and goosebumps.

Miracle on Ice 1980 Men's Olympic Hockey Team | Photo: AP

You remember the Miracle on Ice, don’t you?

There’s no way to watch Team USA’s Olympic victories without thinking about 1980. The game where a scrappy group of American college kids stunned the heavily favored Soviet machine. Today’s Olympic teams are stacked with pros we know and follow. But the 1980 squad? They were college players who had barely met before they hit Olympic ice.

And they beat the best team in the world.

Rich and I first wrote about this back in 2010, but today it bears repeating. The legendary Herb Brooks didn’t just coach a hockey team; he built a culture. And everything he did applies to retail leadership just as much as it does to sports.

Let’s revisit a few of those lessons.

Forget About MVPs

We love a superstar. In sports. In business. In retail. But great teams don’t revolve around one person.

At the 1980 medal ceremony, team captain Mike Eruzione stood alone on the gold medal pedestal during “The Star-Spangled Banner.” The moment the anthem ended he called for his entire team to climb up and joined him. Twenty guys on a platform built for one.

That’s culture.

Brooks understood something critical: individual recognition matters, but team identity matters more. When Team USA beat the Soviets, Brooks didn’t grab the spotlight. He waved to his players and headed straight to the locker room.

“This is their night,” he said. “Not mine.” Retail leaders, take note.

Reward individual performance, yes, but reward team performance, too. Celebrate shared wins. Build pride in “we,” not just “me.”

Set Team Goals Together

If goals are handed down from on high, they feel like marching orders. If goals are created together, they feel like ownership.

And ownership changes everything.

If your goals aren’t written down, they’re not goals — they’re wishes. Put them on paper. Then gather your team and walk through them. Better yet, brainstorm together. Ask:

- What should we be aiming for this quarter?

- Where are we leaving money on the table?

- What can we improve immediately?

When associates help shape the direction, they understand their role in getting there. And people fight harder for goals they helped create.

Constantly Reinforce Effort

Team building isn’t a quarterly meeting. It’s daily behavior. One retailer we know created “in-store outlaws,” small teams tasked with asking big questions:

- How can we do this better?

- What do you need to do your job better?

- What are customers asking for?

- What are your victory stories?

- What are your disaster stories?

- And our favorite: What would you do if you owned this joint?

Then – and this is key – have them report back with solutions. Not complaints. Solutions.

Imagine what would happen if your team were trained to look for opportunity instead of just pointing out problems.

Give It a Chance (And Mean It)

Trust is not a poster on the break room wall. It’s action.

Consider Bill Wygal of Bill's Ace Hardware. He empowered his associates to resolve customer issues without running to a manager for approval.

At first, some didn’t believe him. So, he formalized it: a Customer Satisfaction Program that put decision-making in employees’ hands.

Were there mistakes? Sure. One associate discounted a broken ladder (not ideal). They talked about it. Lesson learned. Another sold a $200 faucet set for $25. Turns out it had missing parts and couldn’t be repaired. Smart call.

Over five years? Two issues. That’s it. Most employees won’t “give away the store.” They’ll rise to the level of trust you give them.

Motivate Like It Matters, Because It Does

Front-line retail is hard. It’s emotional labor. It’s problem-solving on your feet. It’s smiling when you’d rather scream. So, celebrate.

Instead of management choosing Associate of the Month, let peers nominate and vote. At year’s end, let the team select Associate of the Year. If you have departments, create Team of the Month. And make rewards experiential, something they can enjoy together because recognition builds energy and energy builds your in-store culture.

A Few More Power Moves

- Ditch the once-a-year performance review. Try monthly check-ins. Small course corrections beat annual surprises.

- Ask associates to update their résumés yearly. You might discover hidden talent already on your payroll.

- Conduct a 360-degree assessment, and yes, let them evaluate you. Leadership growth requires thick skin.

- Give everyone business cards. If someone isn’t worth $20 in printed cards, they shouldn’t be representing your store.

Sadly, Herb Brooks died in 2003, but his leadership legacy lives on. In remembering him, Mike Eruzione said Brooks taught his players to believe in themselves, use their gifts, pursue their passions, and live without regret.

Statue of Olympic hockey coach Herb Brooks, St. Paul, Minnesota. Photo: Adobe Stock Photos

That’s not just hockey wisdom. That’s leadership wisdom.

Your retail world isn’t static. People will move on. Some will retire. Some will chase greener grass. The question isn’t whether your team will change because it will. The question is this: As your team grows and changes over the years, how will they remember you?

KIZER & BENDER 2026 | Retail Adventures Blog

Guest Post: Store Traffic Is a Gift – But It’s Up to You to Wrap It, By Mark Ryski

2026-01-28T13:12:00.001-06:00

Experts constantly tell retailers that they need to be more data driven. That they need to stop relying just on gut and intuition, which can often mislead, and instead trust “data.” That advice is correct, but it is also profoundly unhelpful.

Most “data-driven retail” conversations jump straight to complex systems, advanced analytics, and expensive platforms. Or, digging even deeper into the sales transaction data your POS system already produces. That framing turns a practical idea into an intimidating one. Becoming data driven in retailing starts with answering two remarkably simple questions:

1) How many people walked into your store?

2) What percentage of the visitors made a purchase?

If you cannot answer these basic questions, then you are not managing performance. You are observing outcomes and there’s a big difference between the two.

Sales Are an Outcome, Not A Diagnostic

Most retailers track sales daily and transaction detail – what sold, average ticket, and units per transaction. But very few track hourly store visitors and conversion rates (i.e., the percentage of visitors who purchased).

Sales and all the transactional data tell you what happened, but they do not tell you why it happened, and that is what makes traffic and conversion rate the foundational metrics so important. They tell you what to focus on to drive sales.

Sales are a function of only three things: 1) Traffic, the number of people who visited the store defines the stores’ sales opportunity; 2) Conversion Rate, the percentage of visitors who made a purchase, and 3) Average Sale, the average amount each buyer spent. That’s it.

So, when sales change, you should be able to clearly tell if it is any one of these three factors, or a combination of the three. If you only know the sales figures, you cannot tell which of those three moved. That is why store traffic is foundational. It provides the context that makes every other retail metric meaningful.

Why Store Traffic Is the Starting Point & Conversion is the Primary Performance Lever

Every sale begins with a visit. No visit. No opportunity to sell. That is not philosophical, it’s the mechanical truth that every retailer needs to be able to see. When you know how many people entered your store, you can begin answering basic operational questions:

Did marketing drive incremental visits?
Did a merchandising change improve buying behavior?
Are we staffed appropriately for actual demand?
Are we converting shoppers at a reasonable rate?

Without traffic, operators answer those questions with opinion. With traffic, these questions are answered with evidence. That is the essence of being data driven.

How to Calculate your Conversion Rate

This is not complicated, and that is also why it is so powerful. Conversion Rate is the clearest indicator of how well your store turns opportunity into revenue. Example: 200 visits, 100 transactions and Conversion Rate = 50%

If you improve conversion from 50% to 55%, you increase transactions from 100 to 110 – without adding a single new visitor.

For every retailer – and especially independent retailers who typically get less traffic – even a modest increase in conversion rate can have a meaningful impact.

You can also drive more traffic into your store, but this usually requires some investment in marketing or promotions to encourage visits. If you reside in a mall, you likely have little ability to influence mall traffic. However, you 100% influence how well your store converts the people who already show up. That is why conversion is the primary operational lever.

What Drives Conversion in the Real World

I have been studying brick-and-mortar store traffic and conversion rates for more than two decades, and I can confidently say that conversion does not improve because you start tracking it and put it on a dashboard – it improves because of behaviors in your store.

Specifically: Are you scheduling staff to traffic volume and visit timing? Are shoppers acknowledged? Are questions being asked? Are products being recommended? Are objections handled? Are associates treating visitors like the precious gift they represent, or are they merely asking, “Can I help you?” These are execution issues and focusing on these are the keys to delivering better sales outcomes.

Traffic and conversion data do not replace good retailing; they measure the performance in ways that sales outcomes alone could never. They expose whether good retailing is actually happening or if you’re squandering the precious store visits that you are getting.

Using Traffic to Diagnose Problems

Store traffic is almost always the first thing that gets blamed when sales outcomes are down. But the truth is that sales can be down, even when sales are up, and sales can go up, even if traffic is down. This happens because of the simple truth: what you do with your traffic is more important than just driving traffic. Traffic immediately separates marketing problems from in-store problems. Here are some examples of the insight and action:

Traffic down, conversion stable → awareness or demand issue
Traffic flat, conversion down → in-store execution issue
Traffic up, conversion up → it’s working…keep going!

This matters because the fixes are different. Without traffic, many retailers attempt to solve execution problems with more marketing and solve marketing problems with more training. Driving more traffic into a store that has poor conversion is like putting water in a bucket full of holes…it wastes time and money, and ultimately does more harm than good since many of these first-time visitors may never return.

High-traffic stores often assume they are performing well. Sometimes they are, but often they are not. When traffic is plentiful, weak conversion is masked by volume. When traffic softens—as it eventually does—the underlying problem becomes visible.

Retailers who already track and manage conversion are far better positioned to absorb volatility.

Getting Started: A Simple Daily View

Independent retailers do not need enterprise analytics. Don’t get caught up in the hype and headlines. All retailers need foundational insights that are easy to interpret and action. They need basic insights to run their store and make the operational decisions to deliver better outcomes. They need three numbers: Traffic counts, Conversion Rate and Average Transaction value. Look at them daily and by hour of the day. Compare to last week and last year. You will discover that patterns emerge and these patterns hold the key to improving your results.

If you are not currently measuring traffic, start with something simple. Invest in a good quality, accurate traffic counter, and then marry the traffic data with transaction counts to calculate conversion rates – that’s all you need to get started. Once traffic is visible, conversion rates become visible, and performance becomes manageable.

Why YOUR Store Traffic Is a Gift

Retail success is not driven by slogans. It is driven by understanding what is actually happening in your store and how you act on it. Store traffic is the foundation for that understanding. If you do not measure it, you are guessing. If you do measure it, you have a chance to improve. That is what being data driven really means.

Mark Ryski is a retail analytics expert and Founder & CEO of HeadCount Corporation. He has works with retailers in more than 20 countries to understand how shopper visits translate into sales, labor demand, and operational performance. He has authored three books on the topic, including his latest award winning, Store Traffic Is a Gift: The Retailer’s Guide to Converting Visits into Sales. Mark can be reached HERE.

It’s Time to Take the Blinders Off!

2026-01-19T14:43:00.002-06:00

How Good Are You at Tweaking Your Store?

Do you regularly evaluate what’s happening on your sales floor and in your community? Do you actively hunt for new ideas, or are you making small, safe changes and hoping shoppers notice?

Here’s the hard truth: they won’t.

If you want your store to stay relevant, interesting, and profitable, these activities must be part of your regular operating rhythm, not “when you have time.”

1. Visit Your Competition Religiously

Make it a habit to visit your competitors every six weeks. More often if they’re known for frequent changes.

Cruise their parking lots. Walk their sales floors. Watch how customers shop. Listen to what they say to associates—and to each other.

Then go deeper:

Visit their websites

Google their names

Read their reviews

Follow their social media

Pro tip: Open a free email account just for competitor emails. This stealthy, under-the-radar move gives you a preview of their promotions and plans before their ads ever hit the street.

And don’t worry about what they’ll think if they see you in their store. If they’re smart, they’ve already been in yours.

2. See Your Store Through Your Customers’ Eyes

You walk into your store every day armed with a to-do list as long as your forearm. That’s how Retail Tunnel Vision sets in. When you have it, you stop seeing the store—you just move through it.

It’s time to take the blinders off.

After spending a full day out of the store, grab a pen, paper, and your phone. Stand just inside your front door and write down everything that would bother you if you were a customer. Be ruthless. Nitpick. Be 100% objective. And take photos because the camera will see more that needs fixing than you will.

Then ask a customer, family member, or friend to do the same exercise.

You’ll likely fill a page or two. A customer may fill three or four. Prioritize the list. Then start fixing what needs fixing. Trust us—shoppers will notice.

3. Look at Your Merchandise Without Emotion

You may love a certain line or department, but if it isn’t selling, your feelings don’t matter. If it doesn’t sell, it has to go. Every product on your sales floor must earn its space.

Here’s a simple test: If your sales floor looks basically the same as it did last week, you have work to do:

Move product

Add new speed bump displays

Refresh gondola sets

Upgrade endcaps

Introduce demos or make-it/take-it activities

Host fun, creative in-store events to drive traffic

If the product still doesn’t move, hold an End-of-Season Clearance Sale and price it to sell. Free up cash so you can reinvest in merchandise that will perform.

Now, Do This Exercise

Grab a sheet of paper and draw three columns:

Left column: List marketing ideas you’ve seen competitors – or even non-competing businesses – use that could work in your store.

Middle column: Write how you could tweak each idea to make it different, unexpected, and memorable.

Right column: Leave this column blank for the time being. Let your ideas percolate overnight. The next day, use it to expand those ideas until they’re so uniquely yours that competitors would struggle to copy them.

Then ask your associates to do the same exercise. Encourage them to go a little crazy—no idea is a bad idea. You’ll be amazed by what they come up with.

Work On Your Store, Not Just In It

Your store is a living, evolving entity. It needs regular care and attention to thrive. Yes, it’s safe to stock commodity brands and bestsellers, and you should. But playing safe won’t set you apart. If your store isn’t uniquely different, you become just another place selling “stuff.”

So, starting now, choose to be different.

Try something new. Take a risk. And if it doesn’t work? Get rid of it and try something else. After all, creative change is the lifeblood of your store.

2026 is off to a fantastic start!

2026-01-08T19:49:00.001-06:00

We’re thrilled to share some exciting news! KIZER & BENDER’s Retail Adventures Blog – yes, the one you are reading right now – was ranked #2 on FeedSpot’s list of the Top 15 Marketing Blogs in the U.S. We’re honored to be in such great company, especially alongside our friend Bob Phibbs, the Retail Doctor, who took the top spot. Congratulations, Bob!

Retail Adventures continues to be recognized as a go-to resource for retailers and small business owners. Frequently cited by FeedSpot and other industry roundups, Retail Adventures is known for delivering practical, real-world insights on customer service, visual merchandising, and retail trends, straight from consultants Georganne Bender and Rich Kizer. It consistently appears alongside respected industry platforms such as NRF and RetailWire, sharing strategies that help retailers succeed.

CLICK to see the full list of the Top 15 Marketing Blogs in the U.S.

And the good news doesn’t stop there.

Georganne is excited (and incredibly grateful) to have been named one of RETHINKRetail’s Top Retail Experts – for the fifth consecutive year! (Rich retired in 2023 but you know that he will always be a top retail expert.)

The Top Retail Expert Community represents a diverse group of the industry’s most influential voices, including technologists, analysts, consultants, academics, investors, real estate leaders, and media contributors. Together, this group helps shape how retail evolves across physical, digital, and emerging channels—setting the pace for innovation, execution, and growth.

The 2026 honorees were selected through a highly competitive nomination process, with hundreds of submissions reviewed by RETHINK Retail’s editorial and advisory teams. Experts were evaluated on measurable industry impact, depth of thought leadership, and sustained contributions through research, public dialogue, and real-world implementation.

Selection criteria includes:

Demonstrated influence on the retail ecosystem

Published insights and original thought leadership

Speaking roles at major global retail events

Contributions to leading media outlets and industry platforms

CLICK to see the full 2026 Top Retail Expert list.

All in all, 2026 is off to a fantastic start, and we couldn’t be more thankful for the continued support of our readers, clients, and retail community. Here’s to what’s ahead!

50 Ideas to Spin the Doors on Your Stores!

2026-01-04T19:32:00.003-06:00

Let’s start 2026 with 50 non-stop traffic-building, profit-producing, attention-grabbing, sales-generating, competition-miffing, customer-winning strategies every retailer should know!

WINDOWS THAT WOW

1. Choose a theme for your monthly window displays. There are plenty of national and fun holidays to choose from each month or make up your own. Carry that theme throughout the store.

2. Keep it simple. People need to be able to take in the message of your windows in eight seconds or less.

3. Chose a backdrop that makes the merchandise pop. A vertical backdrop – a photo poster, hanging lights, or unfurled bolt of fabric – will draw the eye up and down as well as forward, causing shoppers will see more of your window display.

4. Add your telephone number and web address in 10-14” white reflective vinyl letters at the center bottom of your main window. Now, potential customers can easily get in touch or check your website even when your store isn’t open for business.

5. Light your window displays at night. This is especially important if your store is located in an area where people tend to walk, especially areas that are populated with restaurants and bars. You can’t buy what you can’t see; lighting entices people to come back when your store is open.

6. Create an instant display with window graphics. Use photos you own (or have permission to use) that are blown up to fit your window space. We like perforated window graphics that show vibrant photos on the outside while allowing you to see clearly out of the windows from the inside. You can find vendors locally or give Joe at Lake Powell Graphics a call.

ON THE SALES FLOOR

7. Work your Decompression Zone. It’s job is to transition customers from whatever they were doing outside of your store and refocus them on shopping. People don’t start thinking about merchandise until they are at least 5-15’ inside the door, depending on the size of your sales floor. This means that the baskets, signs, and samples that fall within the decompression zone will be missed. Place these items just beyond the Decompression Zone where shoppers are more likely to see them.

8. Pay attention to your first 10 second impression. Stand just inside the front door and look around. In the first 10 seconds inside your door shoppers are making value judgements about what they see, thinking “Should I grab what I need here or head to another store?” View your sales floor from just inside the door each day, checking to ensure you are giving shoppers the first impression that you intended.

9. Check your sight line. While you are still at the front of your store check its sight line: you want shoppers to be able to see into and through the sales floor. Get rid of tall fixtures near or at the front of the store that block product housed behind them. Make each display more visible by placing shorter fixtures near the front, and taller fixtures towards the rear of the store. Remember, the more a shopper sees, the more they are likely to buy.

10. Provide every customer with a cart or basket to increase sales. Customers stop shopping once their hands are full so offer shoppers a cart or basket, at the very minimum, ask to hold items they are carrying at the cashwrap until they are ready to check out.

11. Place Speed Bump displays just beyond the decompression zone. These important displays are the customers’ first impression of the store upon entering. Use small fixtures or stacking tables to group irresistible products and product stories together.

12. Cross merchandise everywhere. Always think about additional products you could add to a display that will save customers time and increase your average sale. Look for places around the sales floor to add J-hooks, clip strips, power panels, and other inexpensive fixtures designed to help you sell more. Azar Displays has every kind of fixture and accessory you can imagine to help you get started.

13. Implement the Pyramid Principle in displays by placing a tall item (or fixture or prop) in the center of two smaller items. This causes the eye to unconsciously seek the tallest item before scanning the smaller items and the rest of the display. Again, the more they see, the more they buy.

14. Look for props in unusual places like thrift shops, garage sales and on trash days in tony neighborhoods. We have a friend who does very well collecting unwanted furniture she restores and sells to retailers for props, and to customers for home decor. Have fun with your fixtures but make sure that they are sturdy enough to hold merchandise and safe to use.

15. Sign your displays. It’s a fact that displays that are signed outperform displays that are not by 20 percent, yet most indie retail stores are undersigned. The message should be simple, indicating important features and price. Use both upper and lower case letters and don’t use a font smaller than 30 points. Customers who wear reading glasses should be able to easily read your signs without them.

16. The Americans with Disabilities Act (ADA) requires store aisles to be a minimum of 3’6”. On your sales floor can shoppers easily navigate the aisles without bumping into product? Is it easy for two customers to shop the same aisle/area with and without carts? Can strollers navigate the aisles with ease? And can customers who use wheelchairs or scooters have enough room to shop comfortably?

17. Do our 360 Degree Pass-By every morning before you open for business. Start at the front door and walk every aisle in the store, finish with a look at the cashwrap, service counter, cutting tables and rest rooms. Note areas that need attention before the store opens for the day. Require all associates to do a 360 Degree Pass-By before each shift.

18. At the close of business each day prepare a Store Opening Checklist that lists the tasks to be completed the next day. Drop us an email for a customizable copy of this form.

19. Set a daily sales goal and post it at the cashwrap. Your associates will perform better when they know what’s expected of them each day.

20. Hold a ten minute JOG (Jog Your Memory) meeting each morning or at the start of each shift. Discuss products, policies, promotions, big news – anything store associates need to know that day.

21. Take time to visit other retail stores for ideas. Not just store like yours, all types of stores. Visit popular chain and indie retail websites and social medias. With your creative mind we guarantee you will produce dozens of ideas you can tweak to use in your own store.

AT THE CASHWRAP

22. Policy signing should be printed, framed and displayed in a prominent place at the cashwrap. Your return/exchange policy should be comparable to other retailers in your area. Try to eliminate the word NO, writing your policies in a friendly voice. “No refunds or exchanges without receipt!” becomes customer-friendly when changed to “We gladly accept returns and exchanges within _________ days. Your receipt guarantees it.”

23. Place a variety of impulse items at the cashwrap. High margin, inexpensive items work best. Choose things shoppers typically need, but don’t forget enjoyable items like candles and body lotions. Women are huge impulse buyers so give them a selection they can’t resist.

24. Sell gift cards year round at the cashwrap. A small display is all you need. Remember that the majority of gift card shoppers spend more than the face value of the card and require more than one trip to your store to spend it. That’s great news for you.

25. Use the wall directly behind your cashwrap to display product. You never want customers to stop thinking about product, even when they are checking out. Instead of notes taped to the wall and piles of merchandise, use that space to display featured items, new arrivals and impulse product. If you don’t have a wall then set free standing fixtures near each cashwrap.

26. Keep a stash of frequently forgotten items at the cashwrap. Now, when a customer says, “I forgot to get __________, I’ll get it next time.” you can reach under the counter, grab that item, and save the sale.

STORE OPERATIONS

27. Be open when customers expect you to be open. There is no perfect answer to when you should be open because the answer depends on time of year, your community, competition and what shoppers expect. It’s important to note that a big percentage of retail sales happen after 7:00 pm, which explains why malls and chain stores stay open until 9:00 pm. You should be open some evening hours and on Sundays as well.

28. Answer the telephone within three rings. Choose the way you want your phone to be answered and share it with all associates. A simple answer might be, “Thank you for calling ______________! This is ______________, how may I help you today?” Requiring the associate to tell the caller about a sale or hours or whatever is happening in the store that day before asking how they can help drives customers crazy. So does “Press 1 for _____, press 2 for _____.”

29. Manage your customer response times. Best practices say you should return phone calls and respond to email requests within 24 hours and reply to text messages within an hour. Don’t hide behind an automatic reply unless it’s absolutely necessary. Not being responsive gives a bad impression of your business.

30. Control your back stock. Before you reorder check to ensure there are no additional quantities of that product already in your stock room.

If you need a physical reminder, place a green dot sticker on the shelf or bin ticket indicating that there is more of this merchandise in the stock room. When there is no more of the item in the stock room replace the green dot with a red dot, indicating that this item needs to be reordered. Add a black dot if the item is not to be reordered or mark it down and move it to the clearance aisle.

31. Take physical cycle counts. Even if you have a POS system it’s still important to take periotic physical counts at shelf level to compare actual inventory versus what’s on the POS report. If they don't match you need to find out why.

32. Create and maintain a Never Out Item List. These are the items that can never be out of stock. Physically check this product against the list daily and re-order as necessary. Bags, gift cards, register tape, paper towels, and toilet paper belong on this list, too.

33. Don’t wait too long to take a markdown. Merchandise that isn’t selling doesn’t do you any good collecting dust on a shelf. It needs to go to free up cash to buy fresh, saleable product. Add a “sell by” date to price tags and bin tickets, and mark down items as soon as sales start to slow down. Packing away product for next year is rarely a good idea.

34. Control your delivery dates. Yes, you can tell vendors when you want to receive your orders. Accepting a late-season delivery doesn’t make sense if it arrives too late in the season to sell, as does receiving and paying for goods far in advance of actual sell time.

MARKETING

35. Create a weekly bag stuffer and hand one to every shopper. Getting them into the customers’ hand is important, so have the associate ringing up the sale hand the bag stuffer to the customer, explaining what it’s about – think of this as a 30 second commercial! If you pre-stuff them into bags they will not get read and will probably be tossed out with the bag. Use your bag stuffers to advertise specific product, events or whatever is important that particular week.

36. Build a Brag Sheet that’s loaded with the services your store provides, awards, conveniences, merchandise categories, brands, social media handles, return policy, hours – everything that’s important to your customers. Make a sign and hang it at the front of your store. Print it on the back of your weekly bag stuffer, add it to your website, social medias and email blasts.

37. Send an email blast at least twice a month. Choose a professional email marketing company to create your campaigns. Constant Contact, SnapRetail and MailChimp are just a few retailer favorites that offer a free 30-45 day trial. Try them all and then go with the one you like best.

38. Collect customer email addresses organically. Place a sign-up sheet at the register and on your website. Host contests where the winner is notified via email and make asking for the shoppers email part of the regular checkout process.

39. Every email blast should have a clear message that encourages the reader to act by visiting your website or coming to your store.

40. Pepper your emails with large photos and less copy. People don’t like to read long blocks of copy so keep the message short. Make every photo clickable, taking the reader to your website for more information or to purchase. It should take a reader no more than 20 seconds to fully understand the message you are trying to convey.

41. 64 percent of people say they open an email because of the subject line alone. Make sure your subject lines are compelling.

42. Measure your results. Every email marketing company provides you with detailed reports on how customers responded. Keep the techniques that work and tweak those that don’t before sending your next email blast.

43. Host one major in-store event and one to two minor in-store events each month. A major event is one that builds traffic and packs your store with customers. Don’t confuse a major event with something that takes a long time to plan. A trunk show or fashion show can be a large undertaking, but it’s not a major event unless it attracts big numbers of potential customers who buy something while they’re there.

A minor event might be a class or a Saturday full of makit it & takits and demonstrations. Minor events draw customers to your store but should not take a lot of time to plan or implement. If the concept of events and promotions is new to you, then begin by running one major event and one minor event for each month of the year. If you’re already running events on a regular basis, you can add as many as you are comfortable adding.

44. Create a marketing and promotions calendar for each month of 2026. List dates and deadlines for each part of your marketing efforts, including in-store events, promotions, social media live broadcasts, classes, email blasts, and social media posts.

45. Toot your own horn. Contact local medias and pitch stories about your store. The majority of the stories presented by local media come from a press release, so send one for each newsworthy thing you do including the trade shows you attend, awards you’ve won, big events, famous visitors to your store, contest winners, charitable works, newsworthy associates, etc.

SOCIAL MEDIA

46. Ramp up your social media presence. Unless you have a dedicated social media person, choose two or three social media platforms and commit to keeping them up to date. Think Facebook, Instagram, and TikTok. Posting daily is the optimal goal; three times a week is the very minimum you can do to keep followers interested.

47. Continue to boost your business online. Online selling is here to stay. Keep your website up to date and choose a selling platform like Comment Sold, Shopify, Big Commerce, or Woo to help you automate. Choose the platform that works best for you.

48. Make live broadcasts a major of your marketing. We know so many retailers who connect with customers via live broadcasts on social media. If you haven’t tried it yet (and why haven’t you?) it’s time to get on board. Choose a daily or weekly time slot and stick to it. The same selling platforms listed in number 46 will also help you easily sell via social media.

49. Use hashtags to expand your reach. Posts with hashtags have more engagement than those that don’t. Without a hashtag your posts only go to the people who follow you, but posts that include hashtags can reach anyone who follows that particular hashtag. Google “best hashtags for ______” to get you started. Be sure to include a hashtag for your store as in #nameofyourstore.

50. Take care of yourself. Take a day off when you can. Start your day with friends or fellow business owners at your local coffee shop. If there’s no time for that, then spend a few minutes catching up with friends on social media. Attend trade shows that help your business and make you happy. Make dinner plans with friends while you are there or better yet, go a day early and visit local stores with your pals.

Retailers are some of the most resilient people in the world. There is no limit to what you can do once you put your mind to it!

How to Maximize Your Visual Merchandising

2025-12-10T14:59:00.006-06:00

On the sales floor it’s all about the customer experience, especially during the holidays. That experience determines how long shoppers stay, what they buy, and what they think about your store long after they’ve walked out the door. Let’s look at a few visual-merchandising tricks of the trade you can use to set impressive displays and sell more product.

Fixturing. A fixture’s job is simple: hold the merchandise and quietly get out of the way. You shouldn’t see the fixture; you should see the product. Use a mix of basic fixturing, like wall units that maximize dollars per square foot, and specialty pieces that add personality and flavor to your floor.

Sight Lines. Shoppers make snap judgments about your store within the first ten seconds. They don’t know they’re doing it, but they’re deciding whether they want to stay or head for your closest competitor. Encourage them to stay by placing shorter fixtures near the front and taller ones toward the back. This creates open sight lines that let shoppers see into and through the store, guiding them naturally to different areas.

Speed Bump Displays. These are your “hello!” displays, the first thing shoppers see when they walk in. Small tables make great speed bumps. Use them to cross-merchandise related items, feature new or on-trend products, and tell mini product stories that grab attention.

Go Vertical. You can merchandise horizontally or vertically. Horizontal merchandising means displaying one product type per shelf: red sweaters on the top shelf, blue sweaters on the next, and so on. The problem? Limited exposure. If a shopper only glances at that top shelf, all they’ll ever see is red.

Vertical merchandising flips that. You place one facing of each product, every color, style, or pattern, on every shelf, creating a clean vertical “stripe” down the fixture. Picture a rainbow running from the top shelf to the bottom.

Vertical wins every time because it exposes shoppers to more of your assortment at every eye level. And since we naturally read from left to right, a vertical presentation pulls the eye across the entire display, encouraging customers to take in the whole selection. When you go vertical, every level is a buy level.

Throw ’Em a Curve. Visual Curve Merchandising uses slanted shelves or fixtures to expand the customer’s “strike zone”, the amount of product they can take in at a glance. Without realizing it, shoppers look up, down, and forward, giving your assortment more chances to shine.

Aromacology. Pleasant scents influence shopping behavior. It’s not magic, it’s science. Citrus energizes, vanilla calms, and the smell of chocolate chip cookies? That one boosts impulse buys, so put out the potpourri or try a diffuser. Companies like Aroma Retail and ScentAir offer just about any scent you can imagine, along with discreet diffusers you can tuck almost anywhere.

Merchandising your sales floor isn’t a job for “just anyone”, you need to know what you’re doing to do it well. Have fun with your displays, and your customers will, too!

The Magic of Disney Detail

2025-11-10T00:30:00.025-06:00

Photo: Konstantin Yolshin | stock.adobe.com

Walt Disney’s attention to detail, and his dedication to telling the Disney brand story in the proper light has always overwhelmed us. At the opening of “it’s a small world” at the New York World’s Fair, Disney, along with seven children, poured bottles of water from all seven continents into the ride’s water, making it truly and international attraction. I remember because I watched it happen.

I have just returned from a magical week in Orlando, spending time at both Universal Studios and Walt Disney World. What a trip! I enjoy the details, the loving touches inspired by Walt Disney himself - no easy task, considering that Walt himself never saw WDW in completion. The story goes that as Disney lay in the hospital on his death bed, he described his plans for the Florida Magic Kingdom to his brother Roy by pointing out locations on a ceiling tile (“The theme park goes here, EPCOT goes there…”) Roy came out of retirement to make Walt’s vision come true.

Sometimes the best ideas come to you in the most unlikely places. Disney does that for us. We filled four pages before we even left Main Street. Check out Disney’s attention to detail and how each can translate to your own business:

1. As you approach the front gates of the Magic Kingdom you are hit with the incredible colors of thousands of flowers, the smell of freshly baked chocolate chip cookies, and Disney songs playing in the background. It’s the guest’s first 10 seconds of interaction that builds the perception they carry with them into the park. You know how important a person’s first 10 seconds in your store is – that tiny amount of time makes a lasting impression.

Go outside and look at your front door – right now. What’s your customer’s first impression of your store?

2. Main Street is on a slight incline, rising up towards Cinderella Castle. It’s not noticeable to guests entering the park for a day of fun, but they’re grateful for that little downhill walk to the parking lot at the end of a long day, even if they don’t realize it’s there.

Have you installed that ramp outside yet to help customers get their wheelchairs, wheeled carts, strollers, and motorized scooters up and over the curb and into your store? Inside, are there places where a customer can just sit and rest for a minute?

3. If you look very closely, you will notice that the shops on Main Street get slightly smaller the closer you get to Cinderella Castle, making it loom even larger than it really is.

In retail language, this is called a “sight line”. You can do a sight line like Disney’s in your store, but you’ll need to reverse it. The fixtures in your store should start out shorter, then get taller towards the rear of the store. If you want customers to see your entire sales floor from the front door, this is the way to go.

4. Look up at the shop windows and you will see the names of businesses and business people painted on the glass. Like the opening credits in a movie, this is Disney’s tribute to the people who helped build the Magic Kingdom. Take a close look as you leave as well because you’ll see closing credits too, including one for Walt himself.

You can do opening credits, too. Line your front windows with all of the cool things that you sell and do. Begin at the lower left hand corner and list your products and services in reflective, bright white 4” letters. Do this around the entire perimeter, framing each window – and it’s okay to repeat.

5. Former President Ronald Reagan had passed away just before Rich and I visited WDW in 2004. The American flag at the front gate, as well as all of the flags outside of The Magic Kingdom, was at half-staff, but inside the park the flags on top of the Main Street shops were all at full-staff. Thinking we had found a flaw in the Disney brand story, we asked a shop manager why these flags were not at half-staff as well. He explained that inside the gates of The Magic Kingdom, the outside world is, well, left outside. No matter what’s happening in your personal life, or the world at large, Walt Disney World will always be the same happy place where you can check your troubles at the front gate.

Disney carefully safe guards their guests’ experiences inside the park by making sure that experience is a direct reflection of the Disney brand. Similarly, the ambiance inside your store reflects its – and your – personality. Can customers check their troubles at your front door? Is a customer’s experience in your store a happy one where they can shop to their heart’s content?

6. In Disney’s world, customers are not customers, they are guests. We like that. Aren’t the people who come to your store each day really guests? Shouldn’t they be welcomed with the same courtesy that you welcome a guest in your own home? We think so, and from this point on, we’ve decided to refer to customers as guests. We think you should, too.

The famous "Partners" statue, shown in the photo above, depicts Walt Disney holding Mickey Mouse’s hand, his other hand pointing off into the distance. The caption on the plaque is in Disney’s own words, describing why he built his Magic Kingdoms: "I think most of all what I want Disneyland to be is a happy place where parents and children can have fun – together."

That sums it up. I can't wait to go back! Georganne

6 Display Tips to Increase Holiday Sales

2025-10-31T22:00:00.001-05:00

Retail is in the details, especially during the holidays. Small details may not seem so important when the thermometer reads 75, but they make all the difference in the world when you have a store full of impatient shoppers on December 15th. Your holiday goals include increasing awareness, building foot traffic, and encouraging impulse buys. Ready to update your Holiday 2025 Things to Do List? Let’s go!

1. Choose a theme and carry it through the store. Silver & Gold? Home for the Holidays? Santa Paws? Whatever theme you choose should put customers in a happy mood to spend. So, set your windows to pull customers into the store, play holiday music even if it drives you crazy, and holiday-ize your dress code.

2. Located approximately 10’ inside the front door, speed bump displays build an instant first impression. Their job is the same as the speed bumps in the parking lot: to slow you down. These displays create the first perception of what shoppers can expect to find while perusing your sales floor. Use them to tell product stories, feature new arrivals, and cross-merchandise holiday items with those carried year round. Change your speed bumps weekly and zhuzh them daily.

3. Build on the holiday theme with props that tell or enhance the product story. Think mannequins, Santas, snowmen, faux snow, garland, flowers, tabletop fixturing, baskets, galvanized pails, crates – anything that will help even the most basic of merchandise stand out and make shoppers smile.

4. Holidays are made for Cross-Merchandising. You can increase your average sale by displaying complementary items next to one another. A customer shopping for a holiday collar might also purchase a coat or snow boots if those items are merchandised together. Anytime you cross-merchandise you encourage impulse purchases that help increase your average sale.

5. Too many stores are undersigned and that’s a problem because signs sell. Did you know that 70% of purchase decisions are made right on the sales floor? Proper signing can be a big help with those decisions. Add signing that talks about a product’s features or encourages shoppers to pick it up and give it a try. It’s easy to change how your signs look during the holidays with fun papers, print colors and text.

6. Encourage impulse buying at the cashwrap. Shoppers should never stop thinking about product, so set an enticing display of holiday gifts on the wall behind your cashwrap. Placing displays of low-cost, high-margin product on and within reach of the cashwrap will help, too. The goal is to encourage customers to continue to shop while they wait to pay for their purchases.

Well-planned holiday displays allow you to express your creativity while optimizing the square footage on your sales floor. When the dust settles, take note of what worked, what didn’t, plus ideas for improvement next year. These notes will come in handy when it’s time to plan Holiday 2026.

The Holiday Store Readiness Checklist: Let’s Make Your Cash Register Sing!

2025-10-13T10:54:00.003-05:00

We haven’t even survived Halloween yet, and Black Friday still looms large, but the holidays are coming fast.

So, here’s a friendly nudge: Print this checklist, keep it handy, and use it to set your store for the holiday season. Then check it again in November and December to make sure your sales floor stays fresh, festive, and ready to rock.

1. Step Outside and Take a Look Around

Be honest: What does your store’s curb appeal say right now?

Is your entry clean and free of clutter?
Have your windows made the shift from spooky to sparkly?
Does your signage scream “holiday magic” or “Halloween hangover”?
Is your décor festive enough to put shoppers in a buying mood — but not so overdone it looks like Santa’s workshop exploded?

Your storefront is your handshake with the customer. Make it a good one.

2. Give Them the Full Holiday Experience

Once shoppers step inside, they should immediately feel the holidays.

Scent sells. If it smells like the season, you’re halfway to the sale. Grab a few holiday-scented diffusers or get a scent machine (cinnamon, evergreen, sugar cookie; your call). Place them throughout the store, especially near the door. If you sell candles, cross-merchandise them at the counter (Be careful with candles, we don’t recommend lit candles on your sales floor). If it smells, it sells!
Music matters. The right playlist keeps shoppers happy and shopping. Choose upbeat, familiar tunes that make them want to stay.

3. Don’t Mess with the Decompression Zone

That first 5 to 10 feet inside your door is sacred. This is where shoppers transition from the outside world to your world. They’re getting their bearings, so anything you put here will be ignored. Let the space breathe. The shopping begins just beyond it.

4. Set Your Speed Bumps to Sell

Speed Bumps are small tables or fixtures just past your Decompression Zone, loaded with irresistible product. They work just like the ones in the parking lot: they make people slow down and pay attention. Use your speed bump displays to highlight new, exciting, or high-margin product that deserves to stop shoppers in their tracks.

5. Carts and Baskets: Don’t Make Them Ask

There’s a reason discount stores offer carts at the door: shoppers who use them spend 25% more and shop 15 minutes longer. But right at the front door isn’t always the best place to store them.

Keep carts right past the Decompression Zone.
Place baskets everywhere on the sales floor – yes, everywhere.
Train associates to notice when a customer’s juggling too much and offer a cart or basket.

No carts? No problem. Offer to hold their items at the counter. Shoppers stop buying when their hands are full, so don’t let that happen.

6. Master the Impulse Zones

Unplanned purchases are your best friend. Merchandise Outposts, product that is displayed outside of where it is usually housed, and placed throughout your saloes floor, keeps customers discovering new things.

Refresh them every week (more often if you’re busy and have repeat customers). Even moving the same product to a new spot makes it feel brand new.

7. End Features That Actually Sell

Your End Features should scream: “You need this!” Focus on:

Hot new items
Killer deals
Great value buys

Keep it simple and use Vertical Merchandising to make shoppers look up and down as well as forward. When customers see more, they buy more.

8. Cross-Merchandise Like a Retail Rockstar

Cross-merchandising makes shopping easy and increases your average sale. Pair complementary products together so customers don’t have to think.
Clip-strips, baskets, bundled displays – it all works.
When customers can see how products fit together, they buy more and forget less. That’s a win-win. (Need fixtures? Azar Displays has you covered.)

9. Sell, Sell, SELL Gift Cards!

Gift cards are a gold mine. Here’s why:

61% of customers spend more than the amount of their gift card.
55% of gift cards recipients require more than one trip to the store.
Display them proudly, add signage, package them in a unique way that represents your brand, and train your team to mention them. Gift cards aren’t boring; they’re your secret weapon.

10. The Cash Wrap: Impulse Central

Your cashwrap is where the magic happens.

Load it up with easy-grab, gotta-have-it impulse products.
Use the wall behind your counter for a knockout display.
Place a Merchandise Outpost near the checkout queue to keep customers shopping while they wait.

Make Your Golden Quarter Shine!

Golden Quarter sales are amazing, but they don’t last forever. This is your moment to make the most of it. So, grab this checklist, walk your sales floor, and look at your store like a customer. Make notes, set priorities, and start tweaking.

You’ve got this! And if you need a little holiday pep talk, you know where to find us.

10 Tips to Store Survival

2025-09-30T13:05:00.003-05:00

Don’t let the economy get you down! Here are some easy (and inexpensive) things you can do to fight back!

There are two kinds of retailer reactions in tough times: retailers who hunker down, preferring to wait and see what happens before making a move; and retailers who look for opportunity. The latter are willing to scrutinize day-to-day operations and dive into waters their complacent competitors tend to avoid. They find ways to move forward, tapping every available resource along the way, without spending lots of extra money to get to their goal. These are the retailers to model in tough economic times. Here are 10 things they have in common:

1. Become a 1%-er.

Vow to be just one percent better each day and you will be amazed at what you will accomplish. That little 1% more will help you grow your business in all sorts of new ways. You’ll look at your store with fresh eyes, and you’ll see new opportunity where you’ve never seen it before. Your customers will notice – and so will your competition. Being a 1%-er requires focus and commitment.

2. Keep Your Eye On the Big Picture.

Always keep one eye on the BIG picture – long range goals for your store. You need short term goals as well, but understand that to keep the future bright, they have to plan ahead. Part of this planning involves keeping track of retail trends, keeping notes of things you’d like to do, floor moves you’d like to make, and lines you’d like to sell. When a vendor visits your store, spend quality time with them, taking full advantage of their knowledge.

If you don’t have time to set goals or work on the big picture, ask your team for help. When you turn over some of the day-to-day tasks to your associates, you’ll find extra time in your day. Don’t be afraid to delegate.

Remember this African proverb: “How do you eat an elephant? One bite at a time.” The same goes for the goals you set. You can easily accomplish your goals by breaking them down into smaller, more manageable, easy-to-do steps. Plan your work and then work your plan.

3. The Customer’s Definition is the Only One that Counts.

Every retailer has an opinion of their customer service and it’s usually better than their customers.’ But when it comes to service, the customer’s definition is the only one that counts.

Don’t assume you know what your customers are thinking. If they’re not happy they probably won’t tell you, they’ll just quietly go someplace to buy what you sell. If you don’t know how your guests define great service, then you’re going to have to ask.

One day a month, station yourself near the front door and conduct exit interviews. Introduce yourself and ask customers if they found everything they were looking for. Ask about their in-store experience and their interaction with your store associates. Ask if there are any classes or events they’d like to attend or product they wish you carried.

When a customer tells you something good, write it down! Use their positive quotes in ads, bag stuffers, in-store signing, social medias, and on your website. A customer testimonial is instant credibility because it’s 10 – 20 times more believable than what you have to say about yourself.

4. Ask our BIG Question.

Ask customers, “What ONE thing could we do to ________________? You fill in the blank. You might ask, “What ONE thing could we do to improve our customer service?” or “What ONE service could we add that would make it more convenient for you to shop here?” or “What ONE product line would you like us to carry?” Because the customer has to put thought into their answer, you will hear constructive things that you will be able to implement. And don’t be surprised if several customers tell you a variation on the same theme. If it’s positive then you have one more thing to brag about, and if it’s negative, then you know just what to fix.

5. Do one more thing.

Before the customer leaves the store, before you hang up the telephone, before you hit send on that email, do one more thing. Invite the customer to sign-up to receive your newsletter and email blasts. Invite them to follow you on social media and to join your loyalty club. Send information about upcoming events. Just do or suggest something that will keep that customer closer to your store.

6. Adopt our “7-Tile Rule”.

A greeter makes sense on days when the store is really busy, but when it’s not, you can still make customers feel welcome. Whenever anyone in the store – sales associate, stock person, truck driver or CEO comes within seven floor tiles (that’s 7 feet) of a customer they must personally acknowledge that customer.

You can engage the customer in conversation or look them in the eye, smile, and nod or do whatever makes sense at the time is okay as long as every single customer is acknowledged. Do you really want to make this a priority? Tell your team that if they catch you ignoring a customer, pizzas for lunch are on you every Saturday for a month.

7. Implement the 360 Degree Pass-By.

Ideally, you should do an in-depth tour of your store at least once a month, but to keep things in balance, do our 360 Degree Pass-By each morning before you unlock the doors for business.

Survey the parking lot; size up the store front; access the decompression zone (the first 5’ to 15’ just inside the front door of the store); work your speed bumps: the displays just beyond the decompression zone that shoppers see first; check the displays at the front right (90% of shoppers enter the store and look or turn right) – this area needs to be set to sell!

Review your in-store signing: Does it make sense? Check out the checkouts: Is there room the counter for a customer to comfortably complete a transaction? Are there impulse items displayed at the checkouts to encourage add-on sales?

Walk the aisles: Is there product spilling over into the aisles? Are there stack or dump displays blocking the main aisles? Can customers easily maneuver a shopping cart, wheel chair or stroller down the aisles?

Survey your merchandise presentation: Are your displays fresh? Do they encourage customers to stop and look, and entice them to buy? Are there open spaces on the sales floor or empty spots on the shelves that need to be restocked? Is the product “faced” (brought to the front of the shelf or hook)? Are the displays properly dressed, fluffed and signed?

8. Cross-Merchandise to Increase Sales.

Look for opportunities to cross-merchandise product all over the store. Doesn’t it make sense to send customers home with everything they need to complete a project, rather than forcing them to make another trip to the store when they don’t want to?

You can easily cross-merchandise in every product category using clip strips and J-hooks, and you can set beautiful displays on your speed bumps and throughout the store. Vow to never put a new item on the sales floor without first choosing items to cross-merchandise with it.

9. Remember that Merchandise does not get better with time.

This is a big one. How old is the product merchandised on your store’s shelves? The scary thing is that too many retailers we consult with cannot tell us when product was received, nor can they quickly identify slow-sellers or those items that are dead on the shelves. The store’s problem then becomes decreased inventory turns, increasing cash flow problems, and soon the owner is eating out of inventory sales. From here, the downward spiral quickens.

To avoid this, you need to be disciplined. Add a code to the product labels and/or bin tickets that tell you how old the merchandise is. We know your POS system tells you how old your stock is. Good! When was the last time you took those reports to the sales floor to find all the old stuff? Last year? Never? What are you waiting for?

10. Let Your Store Associates Shine!

Each associate brings a unique talent to your store, but you have to let them use it. Get them hyper-involved in store operations. We’ve seen hundreds of associate ownership examples where store programs, operations, promotions, merchandising and more have been turned over to associates who have demonstrated the ability to perform tasks, introduce profit-producing ideas, and encourage others to collaborate with customers in ways that would make any retailer proud.

Do you know why this works? Letting your associates shine works because they know that you believe enough in them to let them try. If they fail, talk about what could have been done differently and then they move on. The associate feels a sense of ownership continually strives to do more for the store.

A renewed emphasis on these 10 things will help you combine a unique customer experience with great customer service, critical in a tough retail economy. They’ll do something else as well: build positive word of mouth – the number one thing that brings new customers to your store.

Turning Lions into Lambs

2025-09-01T21:57:00.006-05:00

Here’s the scenario: You smile as you unlock the front door of your store ready to greet the hordes of happy customers who will visit you today. Then reality hits you smack in the face when a cheesed off customer demands satisfaction.

Welcome to Retailing circa 2025. Everyone's in a bad mood.

We are a product of the world that we live in. We’re all time-starved and stressed-out. Mom’s working, Dad’s working, the kids are in day care, the bigger one’s are in school. At the end of the work day, it’s a mad rush to get Suzie to Girl Scouts and Timmy to basketball. Never mind that you’re tired, you still have to make dinner and do laundry, not to mention help the kid’s with their homework before you can finally relax. No wonder we’re cranky.

The thing is those cranky customers can be anyone – we’ve all been not-so-nice customers at one time or another. Most are just nice people who are having a really bad day; you just happen to be the one they decide to take their frustrations out on. If you’re in the retail business, then unhappy customers are a daily fact of life. When faced with one you can choose to react or to respond. If you merely react, the customer will most likely stay unhappy, but if you choose to respond in a concerned and professional manner you can turn that lion of a customer into a loyal lamb. And you may just avoid a bad online review.

Understand that an angry customer may be reacting to what they imagine will happen when they present you with a problem. This is part of the emotional baggage every customer brings with them to your store. We’ve all faced snarling store associates who treat customers’ like the enemy – if a customer has had a bad experience in one of your competitor’s stores, it’s easy to see why they might think they will have a similar experience in yours.

That being said, if the customer is a complete jerk, do yourself a big favor and get him/her off of the sales floor and into an area where you can speak privately. If you stay on the sales floor, where other customers can watch, you’d better be prepared to deliver service perfection, because how you respond will be the topic of the day on Facebook and Instagram and TikTok.

If the customer is abusive or is using foul language say, “I am going to help you, but I cannot help you if you continue to speak to me like that.” If the customer calms down, continue with the steps below to solve their problem, but if the customer continues to berate you, it is perfectly okay to say, “I really do want to help you, but I need you to calm down. If you do so I can help you now, otherwise we will have to do this another time.” You can also try politely turning the customer over to another associate. Under “normal” circumstances the following five steps should do the trick:

1. Allow the customer to get the problem off of their chest.

Let’s say a customer brings you a problem you can fix in two seconds flat. Resist the urge to save the day, instead let the customer blow off steam.

When customers are unhappy about something, they tend to rehearse what they are going to say over and over and over on the way to your store. By the time they get there, their anger is at its peak. If you try to fix the problem without first letting the customer vent, they are likely to wait for a break in the conversation and begin to tell his story all over again. So…

@ Offer your hand and introduce yourself. Using the customer’s name tends to have a calming effect.

@ Listen carefully and attentively to the customer’s entire story and don’t interrupt! Stay calm – you set the tone for the rest of the conversation.

@ Apologize, even if you are not the cause of the problem. This shows the customer you are on their side. If you say, “Gee, this is a great product, we’ve never had this happen before.” the customer hears, “You moron. Didn’t you read the directions?”

Instead say, “I am so sorry that you are upset. Let me see what I can do to solve this problem.” Or “I am really sorry this happened to you. I can understand why you are frustrated.”

2. Ask lots of questions to help determine what you should do next.

When you ask questions, people think you care about them, and they will respond more positively. Ask the customer Open-Ended Questions that cannot be answered by a simple “yes” or “no”. You might say, “When did you first notice this problem?”

@ Open-ended questions require the customer to talk – and that’s a good thing – because the talking helps the customer to slow down and refocus.

@ Smile, make eye contact, and nod as the customer tells their story.

3. Ask the customer what they would like you to do for them.

We once witnessed a heated exchange between a store manager and a customer who was trying to return a defective shop vac. The stone-faced manager was too busy defending the product to focus on the customer. The manager wasn’t giving an inch, and the customer looked like she was ready to throw the vacuum through the window. Finally, in a sarcastic tone of voice, the manager asked the customer what she’d like him to do. She sighed and replied that she wanted to exchange the defective vacuum for one that worked. The manager was taken aback. What did he expect she was going to ask for? His first born child?

@ Most customers are not unreasonable; they just want you to fix the problem. Ask, “What would you like me to do for you today?”, then tell the customer exactly what you are going to do on their behalf.

@ Take responsibility: If it’s a problem you can fix on the spot, then fix it. If the problem will require further action on your part, then explain which steps you will take, and tell the customer when you will get back to them. And make sure that you follow through!

4. Go a step further and “Do one more thing” for the customer.

That “one more thing” is an olive branch that you offer in good faith. It doesn’t matter what you offer, it’s the gesture that counts. A $5.00 gift card, a free class or even an inexpensive gift will work wonders.

5. Follow up to make sure the customer is satisfied.

According to The Technical Assistance Research Programs Institute (TARP), up to 70% of unhappy customers will do business with you again, and up to 95% will return if you fix the problem quickly. It’s to your benefit to follow-up. A simple call, text, or better yet, a handwritten note will do the trick.

Don’t take it personally! Sometimes that’s easier said than done, but remember you are not the cause of the customer’s frustration – don’t expect to win them all. Do your best not to let an angry customer ruin your entire day or affect the next customer.

Make sure that everyone in your organization understands how to work with an unhappy customer. Host a staff meeting using this article as the agenda. Ask your associates to think of a situation they had with an unhappy customer, then ask what they did to solve the problem. Encourage suggestions on what the associate could have done differently. Think up some off-the-wall scenarios of your own and see how your associates solve them. Ask one associate to be the customer, and another to be the associate. Role play is a great way to get the point across.

Customers don’t expect you to be perfect, but they do expect you to fix things when they go wrong. Solving their problems is proof that your store is a trusted partner. It’s that trust that will keep them coming back for more.

Retail Adventures Vodcast with Bender & Baum & Scott & Sea

2025-08-10T21:59:00.008-05:00

It's been a while, but we finally put the band back together, but here we are!

In this edition of Retail Adventures, my amazing co-hosts Jeremey Sea, Ian Scott, Jason Baum, and I cover a little bit of everything. And I mean everything.

From our latest Retail Adventures across the US, UK, and Singapore, we share what's happening in the industry right now, including AI. And when it comes to AI, Jason knows his stuff. While some of us are still warming up to the tech, Jason breaks it down with clarity and insight.

Click on the photo abover or HERE to watch the video. It’s a fun one!

Georganne

Effective Customer Service Recovery

2025-07-07T17:59:00.007-05:00

We all know that good customer service is critical to the success of your business, but did you know that only 10% of unhappy customers will take the time to complain? These complainers are a gift because they like you enough to let you know when you mess up. After that it’s up to you to decide how to save the sale, and the customer.

Saving the sale is instant gratification because you end up with money in your cash register, But if you do not save the customer too their business may be lost forever. If this is an average customer then they are likely to tell 10 other people about their unpleasant experience, but just trying to resolve the problem will result in up to 70% of those complaining customers giving you another chance. And it gets even better because up to 95% of complaining customers will return if the problem is resolved quickly.

If you do not have an official Customer Service Recovery Policy in place – and you should have an official Customer Service Recovery Policy in place – here are some ideas to get you started:

1. Assume that the customer is honest and is telling you the truth. If you automatically discount every customer complaint, you are setting yourself up to lose that customer. Instead, treat each complaint seriously. No matter how trivial you think the complaint might be, it’s a big deal to the customer. If it wasn’t, it would not have been brought to your attention.

2. Make sure that you completely understand the customer’s complaint. Ask enough questions until you are certain that you understand the problem completely. Asking open-ended questions, which require the customer to respond with more than a simple yes or no, will help you get to the root of the problem quickly.

Repeat what the customer has told you, then ask if you got it right. Continue to ask questions until you do. Asking questions not only puts you in control of the conversation, but it also keeps the customer talking – that’s a good thing because if the customer is angry, talking will help them to calm down.

3. The buck stops here. If you can fix the problem on the spot, fix it. Encourage associates to try and resolve the problem by themselves, but when they can’t, get help fast. Either way, make sure that someone sticks with the customer until their complaint is resolved.

If you must contact a vendor, or another party, to resolve the complaint, tell the customer exactly what you need to do and offer your plan to resolve the issue. Make sure that the customer knows you are on their side and will personally work to fix the situation.

4. Offer a lagniappe. The term “lagniappe” (pronounced “lan-YAP”) comes from the 19^th century Cajun French word “la napa” which means “the gift”. Lagniappes are small things merchants do or give to customers as a token of appreciation for their business.

A lagniappe might be an extra donut when you order a dozen, or a gift bag filled with inexpensive items from the store, a $5 gift card, or a bounce back coupon that is worthy of another trip to your store.

5. Follow-up. When it’s a big complaint, it’s always a good idea to call the customer to ensure that the situation was handled to their satisfaction. This helps build positive word of mouth as the customer tells others how you handled the return. Word of mouth is the number one thing that brings new customers to your store, and it’s the stealth marketers advertising method of choice. Why? Because a customer testimonial is 10 – 20 times more believable than what you say about yourself. And it’s free.

6. Keep a record of customer complaints, noting also how each complaint was resolved. Review your log on a regular basis to see where your store needs improvement. Make a list of common occurrences to discuss at store meetings, giving examples of how each situation might be handled. Ask store associates for their input as well. These exercises will give your associates a clear understanding of how to deal with similar complaints in the future.

The concern you show customers about what matters to them the most speaks volumes about you, your store, and the people who work there. When you fix a problem, those complaining customers will become your outside sales force, attracting new customers to your store with their positive word of mouth. Why not help them do their job?

How to Create Non-Stop Traffic-Building, Profit-Producing, Attention-Grabbing, Sales-Generating, Competition-Miffing, Customer-Winning Retail Events and Promotions!

2025-06-02T13:19:00.009-05:00

Photo: Adobe Stock

We love Shoppertainment: The use of in-store events and promotions – no cost, low cost in-store events and promotions – to build foot traffic and increase store sales. Yes, there are times when you must run a sale in your store, however, do not confuse an in-store event with a sale. A sale provides you with the opportunity to clear out the dogs and the discontinued stock – pile it high and watch it fly! And yes, and there are times when a sale can be combined with a promotional event, but the true purpose of a promotional event is to create customers. Customers, of course, are the life blood of your business.

First Things First

Your first step in planning your in-store events and promotions is to get your hands on a blank calendar. You can buy a blank calendar or find one online; we use Google Calendar. It’s free, offers loads of options, and you can share it with your team. Keep an extra copy of your blank calendar because it will come in handy when creating your monthly refrigerator calendar – a complete listing if what’s in-store for the month – that you distribute to customers as bag stuffers. (Hint: Even though they are called bag stuffers, they should never be stuffed in a customer’s bag. For best results, have your cashiers hand the bag stuffers to the customer along with a short, sincere conversation inviting the customer to return to attend the advertised event.)

– Schedule a brainstorming session with your store associates to gather ideas for each month of the year. This will be fun! In a brainstorming session there are no bad ideas. No one gets to say, “We can’t do that.”, “That won’t work.”, or our personal favorite, “That’s a really stupid idea.” When brainstorming there are no stupid ideas – that so-called dumb idea just might be your next big claim to fame when a staffer puts a new spin on the idea, or combines it with another idea. If you don’t stop the negativity at the very beginning of your brainstorming session, some of your team will clam up, and their potentially great ideas will be lost.

– Have a list of Official U.S. Holidays handy during your brainstorming session. This list will help you build events around certain holidays and prevent you from running a big event during a major holiday. As one retailer said, “I couldn’t understand why no one came to my store for my first big open house. It was perfect!” Well, almost perfect. His big day was also Easter Sunday. Oops. Google “goofy holidays” for a list of fun themes, like Best Friends Day, and Jelly Bean Day, Frankenstein Day and more.

– If in-store events and promotions are new to you, then begin by scheduling one major event and one minor event for each month. If you’re already holding successful in-store promotions, then schedule one or two major events a month, and two minor events per month.

A word about “major” event versus “minor” event: A major event is one that builds traffic and packs your store with buying customers. Do not confuse a major event with something that takes a long time to plan. A trunk show that keeps customers in your store for two-three hours is a major undertaking, but it’s not a major event unless it packs the store with shoppers who come to watch – and buy something while they are there.

A minor event might be a Saturday full of new product introductions, demonstrations, fashion shows or DIY classes. Minor events draw customers to your store, but do not take a lot of time to plan.

Once you have brainstormed ideas and have compiled your monthly list of in-store events, add each one to your promotional calendar in its appropriate place. You will also need to write a detailed description of the event exactly as you see it so that there will be no confusion later.

Details, Detail, Details!

Each time you begin planning a promotion answer these questions first:

1. What’s in it for me? Why should I run this particular promotion? What’s the reason I chose it? What’s my sales goal? In other words, what do you want to accomplish overall?

2. Will this promotion bring new customers to my store? Attracting new customers to your store should be a goal in every event that you run.

3. Will the new customers this promotion attracts be the kind of customers I want to shop in my store? This is not a trick question. Say for example your event includes a chance to win a $500 shopping spree, and you open your doors to find people who are not typically your customers, and who are not likely to buy what you sell in the future. What good will that store full of people do for you? Not much. Instead plan your events to attract the poor misinformed shoppers who buy what you sell but tend to shop at your competitors’ stores.

4. Will the new customers the event attracts be likely to come back and shop again? What will I give them to entice them to return? Bounce Back Coupons that bounce ‘em back again next week are always a good idea.

5. Will this promotion attract my loyal customers? If new customers in your store are a good thing, then hordes of loyal customers in your store are even better. The national average shows that a repeat customer is likely to spend twice as much in your store on their second visit. Why? Because that customer trusted you enough to come back and shop with you again.

6. Can this promotion hurt me by making the store so busy that I won’t be able to take care of my long-time customers? Ask Wal-Mart or Target about this one. When 6,000 people show up to meet a celebrity, how easy will it be for a shopper to run in and get what they need?

7. Will this promotion enhance my store’s brand and/or reputation? We know a retailer who owned a 1,700 square foot store who sent out a fabulous offer to 3,000 customers with this one, tiny stipulation: You must be present to win. 3,000 people trying to get into a 1,700 square foot store? You do the math…

Count Down to Your Event

Every tiny detail for your in-store event needs to be thoroughly planned and assigned to a team member to ensure it will be handled properly. Each event needs its own Count Down Calendar. Begin planning three to four months out (this time frame will be determined by the type of event and how much lead time you will need to get everything organized), meet with key personnel and assign each one an area(s) of responsibility.

1. Make all necessary initial contacts. Book the entertainment, the caterer, other retailers you wish to partner with, instructors, demonstrators, and of course, your vendors. And do it sooner, rather than later In addition to purchasing any necessary supplies you will need during your event, you might also want to place additional merchandise orders. If you run an event, you need to be in stock when customers arrive to buy.

2. Schedule a meeting to review the event and to go over in detail what it involves with your entire staff. Do this each week as necessary as your event approaches.

3. Design the advertisements, bag stuffers, contest forms, in-store signing, etcetera that you will use to promote your event.

4. Hold a store meeting the morning of your event with every store associate in attendance. Go over everything and then go over it again.

5. Immediately after your event, ask everyone involved to evaluate how they thought it went. Follow up with a store meeting to discuss what worked, what you’d like to add, and what you might do differently the next time around.

To be a successful these days, you have to more than just sell “stuff.” Today it’s about touching customers’ hearts and minds as well as their wallets. You can exist by running an occasional sale, and maybe an event or two throughout the year, or you can thrive when you use Shoppertainment – events and promotions – to connect with your customers and build word of mouth. Putting together a promotional calendar, and then bringing each event to life, is not an easy task, it takes creativity and dedication and sometimes sheer will power but it’s always worth it. If the task seems overwhelming or you’d just like to do some pre-planning brainstorming before you brainstorm your events, give us a call. We’ll be happy to help you exercise a little crowd control!

KIZER & BENDER | AL RIGHTS RESERVED | Retail Adventures Blog

Is Your Pet Business Zoomer Friendly? Pets+ Magazine

2025-05-19T12:06:00.005-05:00

PHOTO: ISTOCKPHOTO

After becoming immersed in the pet industry, I have been invited to write a column for Pets+ Magazine. I am also honored to be a judge in America’s CoolestContest by Pets+ for the second year in a row. This is a tough job because the entrants have such cool stores. I'm speaking at SuperZoo in Las Vegas, August 12 and 13, 2025, presenting three new programs. Come and see me! Georganne

ARE YOU MEETING the needs of your aging customers? Today, Baby Boomers (ages 61 to 79) and Generation X (ages 45 to 60) combine to make up a significant consumer group known as Zoomers. (My firm, KIZER & BENDER, began using the term Zoomers in early 2000s to define the generations as they aged, long before it was used to define Generation Z.) These consumers are healthier and far richer than any other generation who spends money in your store, controlling about 70% of all wealth and accounting for more than 40% of consumer spending. And Zoomers are shifting their focus from material possessions toward a desire to purchase enjoyable and satisfying experiences. This makes them a key demographic for pet retailers.

Ensure you’re catering to their unique leads with this Zoomer Checklist:

PLACE PRODUCTS AT MORE EASILY REACHABLE HEIGHTS. If your store has tall fixtures, train associates to assist customers who may struggle to access items on higher shelves. Consider saving the top shelves for backup merchandise.

HELP THEM READ TINY TYPE. Presbyopia, a disease that affects our ability to see clearly up close, kicks in at around age 40. Those Zoomers wandering your aisles may miss key product details. So think about placing a basket of reading glasses in various magnifications at your cashwrap for customers to use on the honor system while they shop. Where needed, attach magnifying cards to displays with plastic spring ropes to make it easier for shoppers to read product labels.

PUMP UP THE FONT SIZE. Signage, brochures, newsletters and other point-of-purchase materials are designed to help customers make good purchasing decisions when there isn’t an associate readily available to help. If they can’t read the materials, no one wins.

Click HERE to read the rest of Is Your Pet Business Zoomer Friendly?

Visit Georganne’s Pets+ Magazine column page HERE.

KIZER & BENDER | RETAIL ADVENTURES BLOG

Color Psychology: What Color Should You Paint Your Sales Floor?

2025-05-13T12:11:00.005-05:00

Is it time to shake things up on your sales floor? Maybe that shake-up includes refreshing your store décor? Color plays a big role in how customers perceive your store, so before you run to the paint store you’ve got to understand how color will affect shoppers on your sales floor.

Customers make value judgments about your store within the first ten seconds of contact – it isn’t fair, but we all do it. You’ve spent hours in your favorite store because you felt comfortable being there, you’ve also walked into stores and walked back out just as quickly because you don’t. Each stores’ décor had something to do with how long you stayed.

There are two uses of color in store décor: Primary Colors (neutrals) and Secondary Colors (bold accent colors). The primary color should be 80 percent of your store’s décor; its job is to create a relaxed atmosphere for customers to shop. Your accent color(s) take up the remaining 20 percent of your décor. You can go with a Monochromatic Color Scheme – the use of a single color in varying shades or a Complimentary Color Scheme – creating a color contrast by selecting colors directly opposite each other on the color wheel.

Whenever we do a presentation on store design we always ask everyone to look around the meeting room. Convention centers and hotels work with interior designers to choose décor colors that make sure attendees stick and stay. We’ve yet to find a meeting room that doesn’t follow the 80/20 décor rule.

Color Psychology

After a presentation on store design, a retailer sheepishly approached us and asked if we’d look at photos of his newly remodeled store – his newly remodeled BRIGHT RED store. The floors were shiny red, the fixtures were red, the walls were red, the checkout counters were red – you get the picture. Red is a great accent color because it stimulates shoppers to make quick decisions, but as a primary color it’s a bust. Too much red can be agitating, so we asked the retailer to place an associate at the front of his store for two weeks to clock how long customers stayed in the store. Just as we suspected, customers didn’t stay any longer than they had to, if they stayed at all. To get sales back on track, the retailer had to re-do his entire store. That’s the power color has on your business.

Red is the color most used in packaging because of its “LOOK AT ME!” qualities – red grabs attention. Look closely at grocery aisles and you’ll notice that over 80 percent of the items have red on their labels. On the sales floor, red is most often used to announce a sale or a sharp price.

Red is an aggressive color that many people cannot tolerate in large doses. Exposure to the color red actually speeds up our metabolism. It has been proven to raise blood pressure and increase respiration rates. Too much red can make people anxious, even angry. And like our retailer friend found out, too much red can drive customers away.

Pink is a happy, romantic, light-hearted color. There’s a reason Pepto-Bismol is pink; like the color itself, it’s soothing. Sports teams have been known to paint guest locker rooms pink to drain the opposing team’s energy.

Orange just makes people happy. It’s the color of energy and enthusiasm, and it has a positive effect on people. Orange is a motivating attention-getter that just makes you feel good.

Yellow is an optimistic color. It’s warm and cheery. Have you ever wondered why legal pads are yellow? The color is supposed to help with concentration. We see yellow before we see any other colors. It’s especially effective when used with black, that’s why “Caution” and other important signs use this color combination. But too much yellow can be hard on the eyes, causing fatigue or agitation – not good for creative types. And there are plenty of studies that show babies cry more in yellow rooms.

Green is calming and refreshing, the color of nature. A popular color in home décor, studies have shown that green is relaxing and the easiest color on the eye. But be careful of using too much dark green in your store décor; it’s too easily equated with money. You want customers to shop in peace, not be concerned with the money they are about to spend.

Brown signifies warmth and security. It’s a stable, dependable, down-to-earth color. Various shades of brown in leather and wood have always been popular choices for store fixtures.

PANTONE 17-1230 Mocha Mousse, a warming, brown hue imbued with richness, is the Pantone Color Institute’s color of the year for 2025.

Blue is the poster child color of interview attire because it represents trust and loyalty and confidence. The 80/20 rule works with clothing, too; turn on the TV and you’ll see politicians and anchormen wearing dark blue suits with bright ties.

Blue is used in office settings because studies show people are more productive when surrounded by it. It’s also said to lower your pulse rate. Blue is commonly used in airplane décor because of its calming qualities, and hospitals rely on light blue to help with healing and to invoke feelings of tranquility.

Purple is a rare color that doesn’t happen too often in nature. Perhaps that’s why it’s widely considered the color of royalty. Purple is typically used to symbolize luxury, wealth and sophistication.

White is clean and bright; it’s used to portray light and purity. White has been referred to as the absence of color and the color of perfection. While it’s a good primary color, it’s hard to take when used all by itself. We remember a designer shoe store in Las Vegas that was done entirely in white. From the outside the store glowed, and the merchandise really stood out. Inside, the décor was too stark and too bright. It took a few moments for your eyes to adjust, not exactly a good thing when the goal is to make customers spend quality time in the store.

Black is at the other end of the spectrum. It’s been described as the presence of all colors and it’s an attention grabber. Black fixtures really make merchandise pop. As a wall color it can make a space seem smaller, the same way a black suit can make you look slimmer. Black is a good color to paint a high ceiling. By making the ceiling almost disappear, the space becomes more intimate.

What to do next

Decisions, decisions! You can get started by spending an hour or two at the library looking through interior design books and magazines. You can peruse the upscale shops in town to get a feel for how store decor works; rest assured, they have paid someone big bucks to choose their colors. Model homes and five-star hotels are a good bet as well. You can hire a store planner or an interior decorator, or you can just do it yourself. What’s the worst that can happen? You paint the wall another color. Sure, that takes time, but not a whole lot of money. Paint and hardware stores offer free design help and free color charts. And if you aren’t into commitment, many paint companies sell tiny sample jars and stickers so you can test drive the color first. And you'll find a bottomless pit of ideas on Pinterest.

At the end of the day, your store décor must do two things: make shoppers feel comfortable in the store, and most importantly, let the merchandise shine. Choose a color scheme that suits your merchandise, your space, and your brand identity. And as always, if you’re not sure what to do first, give us a call or drop us an email. We’re always good for an idea or two!

Guest Post: 7 Tips to Optimize Your News Coverage for Brand and Business Growth

2025-04-23T11:58:00.003-05:00

Photo: Adobe Stock Photos

If you’ve put in the hard work to receive media attention, or you’ve paid a PR professional to find exposure, it’s important to remember that your work doesn’t stop once the camera turns off or the story is published. Too many people assume that once they land a media opportunity that everyone is going to see it. I often tell them that it’s better to throw away your ego and assume, instead, that no one is going to see it. It takes extra legwork to magnify these valuable experiences to build your brand and grow your business, and to get your story out to the masses. Here are seven tips to maximize your media assets.

Tip #1: Understand the value of media exposure

First, it’s important to understand why you seek media coverage, and what it can do for you. Media experiences – whether you’re quoted in a news article, a guest on a podcast or an expert on a TV news segment – are not one-shot opportunities. Each experience is a valuable digital asset. Just as you accumulate assets in a financial portfolio, you accumulate digital media assets with your PR work. Once you have them, it’s time to use digital marketing and social media to make the most of them for branding, website SEO and social media engagement with prospects and clients.

Tip #2: Use photos and recaps

I always tell my clients you have the opportunity to shine before, during and after a news interview. Take a selfie or have someone take a photo of you with the journalist or host after an in-person interview. Share it on social or use it when you share links with others.

One great way to distribute photos and the entire media asset is to write a recap blog on your website and embed a link to the original content. This is especially helpful for podcasts, which may run longer, and your audience may not have the time to listen to the entire episode, but you give them a link in case they do have the time. Newsletters are another great distribution opportunity. Add a recap to your newsletter and embed the link in it. I’ve had clients who have received tremendous engagement through newsletters because this audience has opted in to receive your content and is very engaged.

Tip #3: Ask for shareable links

If you are part of a news interview, make sure to ask if you will receive or will have access to a shareable link to the content. In some cases, you will not automatically get one. You may have to purchase it. That’s okay. They typically cost between $50 and $200. Before you ask, have some budget set aside and expect to pay; so, if you don’t need to, all the better. If you are working with a PR professional, ask if they include these fees in their service. Some do, some don’t. I also always tell my clients to order the MP4s of a TV story to upload to their YouTube channel, and to embed that YouTube link into blogs or their press page content.

Tip #4: Ask about paywalls

Always ask if your information in an article or news segment will be public or behind a paywall. If it is behind a paywall, you likely will not be able to post an accessible link on your social media accounts or elsewhere. This type of digital asset has far less value than a public one, and you may want to decline the opportunity.

Tip #5: Prioritize podcasters with YouTube channels

It’s widely known that pretty much every consumer prefers video over strictly audio podcasts. So, podcasters who have a YouTube page make for better sharing on social media. Sometimes, podcasts episodes may also be hidden behind a paywall. Even though a podcaster has a busy YouTube page, don’t assume you’ll be on it. They may have plans for the piece of content to be distributed to a more limited audience behind a paywall. Again, always ask.

Tip #6: Remember to tag others with social shares

Always include your media appearances on your website and company social media pages. But it’s also a good idea to post it on personal social channels as well. Another smart move is to find the other sources in the story and tag them on social channels with your posts. The journalists and media stations also love to be tagged. In fact, many journalists expect you to share media posts and tag them on LinkedIn, X (formerly known as Twitter) and Instagram. Remembering these small details can greatly increase the reach for your digital assets.

Tip #7: A secret tip about using links in social media

Some social media platforms see it as a red flag when you post content with a link in it, since they don’t want users clicking away from their platforms. There is a simple workaround for this issue. On social posts, simply drop the links into the comment. This especially applies to Facebook and LinkedIn.

Use these simple strategies to get the most out of your digital media assets. And if you’d like to learn more, I’ve picked up plenty of other tips working with the best media and marketing minds in the business. Don’t hesitate to reach out!

Ruth Furman, CEO ImageWords | Photo: McKenzi Taylor, Taylored Photo Memories

About Ruth:

I have the curiosity of a journalist, the enthusiasm of a publicist and the strategic mind of a marketing consultant.

Born and raised in the Midwest, I earned my cub reporter cap at the South Bend Tribune in Indiana. I was a writer and editor for a variety of other publications, and worked in corporate public relations before moving to Las Vegas in 1999, where I focused more on working in PR. My firm, ImageWords Communications, has worked with clients across all industries, including retail, home improvement, design, construction, commercial real estate, health care, fitness and more. I’ve been honored with several awards, and I love working with clients to enter them into different awards competitions.

Because I’m always evolving, so is my business. In recent years, I’ve been focusing on slowing down so I can work one-on-one with clients in the most meaningful way, designing one-of-a-kind marketing strategies and making introductions that help them meet their business goals. When I connect clients with media, or with other businesses, non-profits or community causes, I feel like a success—both personally and professionally.

My work has never been just a job. It’s about making magic happen.

Click here to contact Ruth.

Ruth and I have been friends for a very long time. She is my go-to for all things media.

Here we are in Las Vegas, Frbruary 2025. Geo

Cheers to 35 Years!

2025-04-17T14:06:00.004-05:00

First seminar, Boston 1990

By definition, a milestone is “an important event, a turning point.” April 17th marks 35 years of KIZER & BENDER – and we think that more than qualifies.

Thirty-five years. It’s hard to believe that when we stepped on stage in 1990 to deliver our very first Retail Adventures in the REAL World presentation, it would be the beginning of something so enduring. Honestly, back then, we didn’t even know “professional speaker” was a real job. Neither of us could have imagined the journey ahead. But here we are.

And let’s be real – thirty-five years is a long time.

First keynote. New Orleans 1991

Here's that first keynote ballroom.

We’ve occasionally been brave enough to rewatch that first seminar (on VHS!). We see two people who look vaguely familiar. I had BIG hair, equally large glasses, and a red power suit – the first of many. That suit still hangs in the back of my closet, waiting patiently for the day I might be able to button it again. And Rich? Aside from growing a beard sometime around ’93, he looks the same. I’m convinced he has a portrait aging in the attic à la Dorian Gray.

On the bulletin board in our office hangs one of our favorite quotes from Linda Queen and Wanda Zeagler:

“Many of you don’t have partners. That’s fine if it works for you. You obviously are not among the ‘Shared Brain People’ who inhabit this Earth. We are, and we are very comfortable, each of us, with our own portions of our brains.”

It might not make sense to everyone, but it makes perfect sense to us—and that’s what matters.

Independent Retailer Conference

Speaking of partnerships: in case you’ve ever wondered, yes – we’re married, just not to each other. Rich and Diana have been together for 52 years. Rob and I will celebrate 46 years this July. Our kids grew up with Uncle Rich and Aunt Diana as permanent fixtures in their lives. I’ll never forget when Uncle Rich took five-year-old Kate and three-year-old John to Toys ‘R Us and told them they could pick anything they wanted. Naturally, they made a beeline for the $2,000 motorized cars. It took some serious redirection to steer them toward the coloring books.

In 2023, Rich retired due to health reasons, and I’ve continued our Retail Adventures as a solo act. The stage feels different without him, but the gratitude remains the same. We’re both incredibly thankful for everyone who has supported us, laughed with us, learned with us, and continue to share our journey.

So, here’s to 35 years as KIZER & BENDER – and to whatever comes next. More stages, more stories, and a whole lot more laughs… we’re ready.

Happy Retail Adventures! Georganne

Guest Post: Boost Your Sales with Professional In-Store Signage

2025-03-29T18:55:00.005-05:00

I had the opportunity to present on store planning and design at NY NOW, a premier multi-day trade show in New York City where legacy and emerging brands come together to showcase their latest collections to retail buyers worldwide. Wonderful session, great crowd!

After my presentation, I was fortunate to connect with Kellita Weber, VP of Sales for Azar Displays – a company that truly understands the importance of high-quality store fixtures, props, signage, and more. I’m always on the lookout for fixture companies that can help elevate your retail space, and Azar fits the bill perfectly.

In this post, Kellita shares expert insights on how to sign your store effectively, because great signage isn’t just about aesthetics, it’s a key driver of customer engagement and sales. Enjoy! Georganne

In the fast-paced world of retail, grabbing your customers' attention is everything. One of the most effective yet often overlooked strategies is the use of professional signage. In fact, studies show that adding signs to product displays can increase sales by up to 20% by subtly influencing their buying decisions.

Handwritten signs might seem quick and easy, but they can detract from your store’s image. Instead, clean, clear, and consistent printed sign conveys professionalism and builds trust. A 30-point font size is recommended for maximum visibility. Steer clear of decorative or hard-to-read typefaces. Using the same font and style throughout your store creates a polished and cohesive look, making it easier for customers to locate products and promotions.

Always display your signs in professional acrylic sign holders. Not only do they protect your signage from wear and tear, but they also give your store a sleek and organized look. When it comes to high-quality, reliable sign holders, Azar Displays is your one-stop shop. As a leading USA manufacturer of acrylic sign holders, Azar offers thousands of in-stock options ready to ship. Over 80% of our products are made in the USA, so you won’t have to worry about tariffs or long lead times. Whether you need countertop, table or wall sign holders, Azar has you covered.

Get creative with your signs, turn satisfied customers into your best sales tool by printing out positive reviews and displaying them in small, framed signs throughout the store. Placing them near corresponding products adds credibility and encourages hesitant shoppers to buy.

With spring and summer just around the corner, foot traffic is picking up. Draw shoppers into your store with an eye-catching A-board sidewalk sign. Use bold, creative, or funny messaging to stop passersby in their tracks. Promote your latest sale, new arrivals, or even share a witty pun, your goal is to spark curiosity.

Maximize your merchandising by pairing your signage with a spinner display. These rotating units allow you to showcase multiple products while using professional signs to promote deals or highlight features.

Azar Displays makes it easy to outfit your store with the sign holders you need. With ready-to-ship inventory and quick turnaround times, you can keep your store fresh and engaging and increase sales insistently. Whether you’re refreshing your in-store look or preparing for a seasonal promotion, Azar Displays has the sign holders, shelves, bins and fixtures you need to make your store stand out.

Kellita Weber, Azar Displays

KIZER & BENDER's Retail Adventures Blog 2025

How to Move Shoppers Toward Your Displays

2025-03-07T20:38:00.018-06:00

Almost 35 years ago, at the start of our Retail Adventures together, we began taking photos of the giant characters we’d find outside of stores. Dinosaurs, Paul Bunyans, elephants – we’ve seen it all. Some of those big guys still exist and have become beloved. And pure camp. Today, they have morphed into attention-grabbers avant-garde retailers house center stage on their sales floors in an attempt to build foot traffic. It's cool, but how many times do you need to see a big, permanent display before it gets old?

Shoppers prefer stores that offer something new each time they visit. The merchandise may be the same but the displays change. We can’t lose sight that the purpose of visual merchandising is to attract shoppers; catch their eye and move them toward product. Good display techniques make that happen. Let’s take a look at some good examples:

Research shows that 85% of consumers buy based on color – that’s a sizable number of shoppers. No wonder retailers repeatedly turn to color to build eye-catching displays.

This candle display at Bath and Body Works is a perfect example of how to best use color. In this case, Color Ribboning is the technique used so the colors are set in vertical slices. (When the colors are set in horizontal rows the technique is called Color Blocking.) The vibrant colors attract attention, creating a focal point that draws shoppers to the display. The vertical line encourages shoppers to look up and down at the display, as well as forward.

The bags and accessories inside this MCM store at Caesars Forumn Shops are colorful on their own, but you can’t miss this window. The bright red hearts function as a frame, drawing shoppers closer to the window, and ultimately into the store. The heart motif continues on the far right power wall, and on the pedestals used as speed bump fixtures. These hearts are vinyl but could easily be recreated in your windows with paint.

Ralph Lauren loves a pop of color, but this window puts other techniques to work as well. Note the platform to elevate the display and to keep it safe from unruly shoppers.

The three mannequins form a sight line that draws the eye up. Called the Pyramid Principle, this technique involves placing a tall item in the center of the display, flanking it with slightly shorter items on each side. Shoppers unconsciously seek the tallest item before scanning the smaller items and the rest of the display.

The number three is important because the human brain is wired to seek out the asymmetrical. That’s why we are drawn to displays that feature products grouped in odd numbers, especially in groups of three. These odd numbered groupings force the eye to move around, causing the shopper to see more of the items on display.

The semi-circle wall fixture in this newly remodeled Barnes & Noble Booksellers store features a display technique called a “hug.” Rounded shapes can make us think of community, friendship and protection. No wonder we are drawn to them. You may not be able to add a curve to your wall fixtures, but you can place round tables on your sales floor.

Barnes & Noble also uses a lot of simple speed bump tables like the one in this photo to feature books and gifts. Note the signs used on the table and on the wall. Signs are a powerful, yet underutilized, marketing tool that can directly influence purchase decisions. If more than 70% of those decisions happen on your sales floor then your displays should always be properly signed.

Here's an idea to steal from another bookseller. The Strand Bookstore at LaGuardia Airport uses tall shelving to attract attention. Actual books are only merchandised to a height most people can reach; the top shelves house books covered in colorful paper. This creates the illusion of a larger inventory and fills the empty space between the fixtures and the ceiling.

What’s happening on the top of your shelving units? Are samples placed randomly and sporadically? Is the space used to store excess inventory? Is it cluttered with stuff that has no other home on your sales floor? Be objective and think about the impression that makes on shoppers. And think about what you could do instead to make those areas a more cohesive part of your sales floor.

Banana Republic recently added art and home furnishings to its merchandise mix with a new division called BR Home. This store in New York’s SoHo neighborhood mixes home décor and ready to wear in the same location. The different room settings give shoppers ideas to recreate the look in their own spaces. The art in the center acts as a pyramid to draw the eye up, encouraging shoppers to take in the entire room at a glance.

This concept serves as an example that you are not confined to only selling your core categories. Branch out by incorporating merchandise you do not currently carry that shoppers will enjoy and that makes sense for what you already stock. Higher end tote bags to carry art and craft supplies could be a good place to start.

House of Charlemagne, in our corporate home of St. Charles, Illinois, is a store brimming with unusual finds. It’s an eclectic mix of new, vintage, and lovingly restored furniture. There are no rules for merchandising in this store, if it works good together then its good to go. You might find a reproduction of Vermeer’s Girl with a Pearl Earring blowing a big pink bubble hanging over an elegant (we bought it) repurposed buffet, or sweatshirts that read “St. Chuck” (bought those, too!) hanging beside gorgeous handbags. It’s fun and that’s the point.

Everything in this photo works because the displays in the House of Charlemagne tell carefully curated stories. And that’s important. It’s easy to take a shipment from a vendor and slot it into a space on the floor, but it makes more sense to cross merchandise that product with relatable items to increase your average sale. Your displays – especially merchandise housed on speed bumps – should be curated to entice shoppers to spend more time looking while encouraging them to buy more.

You would think that this is a nicely appointed furniture store but you would be wrong. It’s a grocery store and this display is about 25’ from the produce department.

Sendik’s Food Market in Oconomowoc, Wisconsin isn’t your usual supermarket, and the merchandise mix and visual merchandising isn’t what you’d expect to find either. Sure, there are aisles and aisles of canned and packaged goods, but there is also a beautiful floral department, a giant machine that bakes bread on the sales floor, and a cheese department that is out of this world. You can also pick up furniture, home décor and clothing while you are there.

Sendik’s also curates its assortments. Here the couch, rug, pillows and throws are all expertly coordinated – it’s an instant room setting if that’s what you are looking for. Know who else does that well? Ikea. Try leaving Ikea with just one item. It’s impossible. You can’t do it at Sendik’s either.

This apparel and accessories wall is also at Sendik’s Food Market. The fixtures aren’t fancy, just functional, making the merchandise the star. The shelves are set at different heights to keep it interesting. Risers are used so no space is wasted, and wire purse organizers are in place to keep order. The display also cross merchandises décor pieces and florals. Even the hangers are top drawer. Bottom line? This is a well thought out display.

We attended the grand opening of Radio Flyer’s first ever brick and mortar store in late 2023. The 107 year old, Chicago-based and family-owned company has created a store that lives up to its legacy.

Visitors to the store located at Woodfield Mall in Schaumburg, Illinois will find the complete Radio Flyer catalog, plus a bit of the unexpected. The store has a Flyer bike shop, a service center, and test tracks so shoppers can try before they buy. The store is well-signed and most items are placed within reach. The display above makes effective use of the fixture, filling the top spaces with gift ideas and informational signing. The speed bump features flexible stacking tables that can be configured to whatever is displayed there. The décor pops in stark white and bright red, the brand’s signature colors.

How you display product on your sales floor is just as important as your assortment. And sometimes even more so. If you want to move shoppers toward your displays focus on curation of product, technique and signage; a combination that is sure to capture the attention of impulsive buyers. Do that and you’re golden!

2025-02-27T20:49:00.001-06:00

New Orleans French Quarter 2024

We are so excited for this year's Creativation by NAMTA Store Tour!

Join us and discover the Art of Visual Merchandising in Seattle! An exclusive Master Class in visual merchandising and store design on a one-of-a-kind tour through Seattle’s most innovative retailers.

You’ll hop aboard the Creativation bus for a journey showcasing the city’s hidden gems, including an indie craft store that inspires the big brands, a legendary grocer with a legacy of delighting shoppers, a cool garden store packed with hot merchandise, two incredible flagships stores, and more!

You’ll learn how to embrace the unique experiences that make each store unforgettable, leaving you with fresh, actionable ideas to elevate your own store’s design. Space is limited! Our tour combines lively, on-foot exploration with the comfort of a chauffeured bus ride. Be sure to pack your favorite comfy shoes and register HERE to secure your spot on Creativation by NAMTA’s Third Annual Store Tour!

When: Friday, April 4, 2025 | 8:30 AM - 1:30 PM

Where: Meet at The Westin Seattle Lobby | 1900 5th Avenue, Seattle

Tickets: $25/ Per Person

Easy Ways to Enhance Your Customer Service

2025-01-31T15:41:00.010-06:00

Photo: Adobe Photos

Retailers these days wear a lot of hats. You sell in-store, online, and on social media, making exceptional customer service mandatory. Every associate must be kept up to speed on what is expected of them while at work, and every associate needs to ensure that whatever is expected happens. Let’s look at what you can do to improve your customer service and increase store sales:

1. Start with solid communication. You know the saying: Everyone needs to be on the same page, in the same book, but they can’t do that unless you make it happen. Consider setting up a weekly email blast for associates only that brings them up to speed on what’s happening in the store. You can do the same thing with a private Facebook Group or keep in daily contact with a myriad of available free apps. We like WhatsApp; it’s free to use and you can send messages, documents, photos, and videos, make voice calls, and even host video chats on mobile devices and desktop computers. As long as you are able to send the same message to all associates at the same time, choose whatever method works best for you.

It’s also a good idea to hold a 10-minute meeting with associates each morning before you open the doors for business, repeating it again whenever there is a shift change. You can leave people in the dark, but you can never over communicate.

2. Set a daily sales goal. No matter how long they have been with you, people need to know what is expected of them. If you have never set a daily sales goal, you will be pleasantly surprised at how much more attentive associates become once they know you are keeping track of their productivity. Your POS system may be able to help here, or you can simply ask customers at the cashwrap who helped them and note it in a Daily Sales Goal Journal. Don’t just say you have a goal – write it down and put it in a place where every associate can see it.

3. Require everyone to do a mandatory 360 Degree Pass-By at the start of each shift. We created this daily exercise to keep everyone up to speed on what’s happening on the sales floor. It requires associates to do a quick walk through the store, noting what’s new, what has changed, and which areas need immediate attention. A daily 360 Degree Pass-By shouldn’t take more than a few minutes, but it will help associates – even your full-timers – become more familiar with what’s happening on the sales floor.

4. Answer the phone within four rings, the number typically programmed into answering machines and voice mail systems. There will always be exceptions but picking up the phone in four rings or less should be your norm.

If you are busy helping another customer and the phone rings simply request permission to answer the phone. Ask, “Would you mind if I answered the telephone?” If the customer says OK, take the call and offer the caller the choice to be placed on hold or opt for a call back within a specified time. If the customer says no, then let the call go to voice mail. But don’t rely on voice mail to answer every call.

5. How the phone is answered builds a perception about business. Know what drives customers crazy? This:

“Hello and thank you for calling XYZ Shop. We are open from 10:00 – 5:00 Monday – Wednesday, Thursday and Friday, 10:00 – 9:00, Saturday from 10:00 – 6:00, and 11:00 – 4:00 on Sunday. Our special today is ______________ and ______________. This is _______________. How may I help you?”

Click. TMI.

Instead choose a short, standard greeting that everyone must use when answering the phone. Ours is, “It’s a great day at KIZER & BENDER Speaking! This is ____________, how may I help you?” It’s short, friendly and to the point.

6. Welcome shoppers as quickly as possible. It’s interesting that in our onsite studies shoppers who were greeted within 60 – 90 seconds say it took five minutes or more for someone to acknowledge them. It’s a perception thing – we call it customer time vs. real time – so say hello ASAP.

A warm smile and a hello are really all you need. Make eye contact and say, “Welcome to the store!” or “What brings you in to see us today?” Most customers will thank you, opening the door to a lengthier conversation. If the shopper needs help immediately, she’ll ask for it. When she doesn’t need help, offer a cart or a basket and invite her to browse at her leisure. You can check back later to see how she’s doing. But don’t ever say, “May I help you?” because the answer will almost always be, “No thanks, I’m just looking.” That question only works when the customer is clearly in a hurry.

We created the “7-Tile Rule” after watching too many shoppers roam sales floors unattended. Your goal should be to acknowledge every shopper every time your paths cross on the sales floor. React with a smile, nod or conversation – whatever the situation requires. The 7-Tile Rule isn’t just a perception builder; if the shopper is up to no good, all that attention will send her right for the door.

This is also a good time to introduce yourself; people like to be addressed by name, so offer yours first. In fact, everyone should introduce themselves to at least five customers each day. When was the last time anyone at a big box store introduced themselves to you? Never? We thought so.

7. Watch your body language. What we are really thinking shows up before we ever say a word. Did you know that 7% of what we communicate to others comes from the words we choose, 38% is through tone of voice, but 55% of what we communicate is done through body language? It surfaces in how you stand, how you hold your head, and the look on your face. Sometimes standing with your arms crossed is just comfortable, but to the customer in front of you, it’s a barrier.

Keep cellphones off the floor or limit usage when shoppers are present, even when you are legitimately doing store business. Stay at least 6’ away from a customer’s personal space, and when you are having a conversation with another associate always stop and acknowledge customers who are nearby.

8. Ask the customer questions to determine what they came in to buy. There are two ways to ask questions: open-ended questions and closed-ended questions. Open-ended questions allow you to quickly uncover useful information. Open-ended questions begin with who, what, where, when, why or how. Think, “Who are you making this quilt for?” or “Which colors were you thinking of incorporating into your design?”

Close-ended questions can only be answered “yes” or “no”. They are helpful with talkative customers and with those who give you long but non-useable answers. Closed-ended questions always begin with a verb, like will, are, is, did or didn’t. Think: “Are you buying this as a gift?” or “Is this your first DIY project?” Just remember, whoever asks the questions controls the conversation. Once you discover what the customer is looking for you can get to work.

9. Demonstrate how the product can be used or how it works. Obviously, it’s easy to demonstrate how a sewing machine or a vacuum cleaner works, but there are show and tell opportunities with all sorts of items. Drape fabric, demonstrate items the customer may not be familiar with, show what’s included in a kit – be creative because this is where you get to show off your product knowledge. And if you are unfamiliar with all the products in the store, take a moment each day to read labels and instructions on products you have not personally tried before.

10. Remember to suggest additional products. Have you ever been to a fast-food restaurant where they didn’t ask if you wanted fries with your sandwich? Nope. Because that doesn’t happen. Fast food retailers know that the easiest way to increase the bottom line is to have associates suggest additional items. It’s so ingrained that every associate does it, every time. Your team should do it, too.

Customers won’t buy additional items if they aren’t asked. Sometimes those add-on items are a necessity, like batteries or components needed to complete a project. Why wait for the customer to return home without everything she needs only to return angry because she had to come back again? Don’t think of add-on selling as pushy, think of it as a positive way of helping the customer and suggest away.

Try our “Gimme 5” exercise: Randomly hold up an item and ask your associates to name five additional items that could be added-on to the sale. Practice until adding-on becomes a natural part of the sales process.

11. Don’t forget to build a relationship. Before the customer leaves the store think about one more thing you can do to keep her close. Invite her to sign up for your email blasts, watch your Facebook Live broadcasts, join your private Facebook Group or hang with you on social media. If you happen to capture the customer’s address, send a handwritten card thanking her for choosing your store. It’s the little things that draw customers close to your store, and it’s the little things they share with their friends about your store.

12. Celebrate the victories. We all need a victory, even a little one. Toast the end of a long week by recognizing associates for a job well done. For something above and beyond what is expected, say a big sale, letter or mention in a customer review, or putting out all the new product in record time, your appreciation is important. Show it in front of their peers, maybe with a gift card from the store, or go bigger with a gift card to a favorite restaurant, a pretty bouquet of flowers or a tin of Mrs. Field’s chocolate cookies. In the end it doesn’t really matter what you do as long as you do something.

Guest Post: 7 Must-Know Payment Trends for 2025

2025-01-21T11:44:00.011-06:00

Photo: Adobe Stock Photos

The payments industry is changing at a rapid rate, utilizing advanced technological innovation that has transformed the way we make payments. As consumers expect convenience and the demand for increased security protection rises, the market is having to find new ways to adapt to the landscape.

The changes we’ve seen over the years have resulted in a whopping 92% of consumers in the US reporting to have made some form of digital payment over the past year. As we look ahead, the changes in the payments industry are only expected to continue. In this article, we discuss seven of the biggest trends that we are expecting to see during 2025.

AI Fraud Prevention

As fraudulent activity becomes more advanced, the fight is on to detect fraud and protect consumers from scams. Artificial intelligence (AI) is being utilized by new systems that are able to analyze large quantities of transaction data to identify any unusual behaviors.

These new AI technologies are expected to make payment processes more secure for consumers, protecting them from fraudulent activity and allowing them to enjoy a seamless transaction experience.

The Growth Of Buy Now, Pay Later

Over recent years, the buy now, pay later model has become increasingly popular. Allowing consumers to spread out payments over time instead of having to pay upfront is a big help for those who are looking for financial flexibility. It saw a 400% increase in usage globally since 2018 and is expected to grow 17% annually through 2028.

In 2025, it is expected that buy now, pay later will become a standard option in both physical and online stores. This is mutually beneficial as means customers do not have to rely on credit cards or loans, whereas businesses can expect to increase average order value.

Biometric Security Measures

There has been a notable rise in the number of biometric technologies being used instead of traditional passwords and PINs. Facial recognition, voice recognition, and fingerprint scanners are all more secure alternatives which make it much harder for fraudsters to access accounts.

As well as improving security measures by only allowing authorized users to access their finances, it creates a more seamless user experience. With biometric security measures requiring users to simply glance at their phone or scan their fingerprints, the need for physical cards is removed and the days of forgetting complex passwords may be behind us for good.

Global Payments Made Easier

With cross-border payments taking55% longer than domestic payments for US businesses, 54% of global businesses now say speed of payment is a key factor when choosing payment solutions.

It’s becoming easier than ever before to make global payments, helping both businesses and consumers when making overseas transactions. We are expecting there to be even more improvements when it comes to the time taken to transfer money internationally and being able to track it in real time. As more payment providers allow payments to be sent in multiple currencies, the global trade barriers we’ve known for so long are beginning to ease.

The fees associated with sending money globally are also improving as transparency about added fees becomes a legal requirement. By cutting down the costs of international payments, global trade becomes a more seamless process.

The Introduction Of Invisible Payments

Invisible payments are looking to grow rapidly in 2025 as they extend into everyday transactions. Services that we use regularly, such as toll roads, car parking, public transportation, and grocery purchases, could use automatic payments that occur without having to take any action.

Users will be able to set up online accounts or download apps that allow them to enter their preferred payment method, and then the payment can be automatically processed when they use a service.

The Rise Of Digital Wallets

Digital wallets such as Apple Pay and Google Pay are already becoming a staple for many of us, but this is looking to continue to expand further as we move into the new year.

As well as being able to add credit and debit cards to our phones for a quick and easy checkout that doesn't require a physical card, digital wallets are looking to integrate further features such as loyalty programs and investment tools.

Not only do digital wallets maximize convenience, but security is improved since physical cards are not needed. Since all of the card details are not stored on the device, the risk of fraud is lower.

Blockchain Becomes a Payment Method

Blockchain technologies such as cryptocurrency and Bitcoin are looking to become more widely accepted payment methods in 2025, changing the landscape as we know it. Businesses are beginning to accept blockchain-based payments and some of the biggest financial institutions are already experimenting with overseas solutions.

This approach is transforming traditional banking methods and allowing for faster and more secure transactions with lower transaction fees. Many argue that it is a safer approach than traditional currencies since it is a fixed asset that avoids the volatility of local currencies.

Embracing the Future of Payments

As we head into 2025, the financial landscape is looking to maximize convenience and security for both consumers and businesses alike. Financial services are continuing to tackle sophisticated fraud schemes while offering flexible payment options that suit us all.

From AI fraud prevention schemes to blockchain solutions and invisible payments, these innovations are reshaping the future of finance. As technology continues to advance, new payment methods are emerging, transforming how we manage our money and interact with financial systems. The way we pay, save, and transact is evolving – making the future of finance more accessible and secure than ever before.

Author bio: Heather Langley is a content writer at Solvid who helps retail businesses streamline their daily operations through business strategy and software integration. She provides valuable insights that can help your retail business stay competitive in an ever-changing market.