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  • Business, Retail and Customer Service Experience expert Doug Fleener is president and managing partner of Sixth Star Consulting, a consulting firm in Lexington, MA.

    As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes.


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June 30, 2009


Yes, you are correct; also the basics have become complacent. Retailers should take a page from baseball. What do these highly paid, highly skilled professional athletes do every spring? Go to spring training and work on the Basics; throw the ball, catch the ball and hit the ball. They work as a team; only at the plate is it an individual effort.

Much like retail; hire the right people, train them effectively and follow-up with consistent coaching. It’s typically an individual effort when the sales associate is severing the customer that their individual effort must shine. The main objective, consistent service delivery; every time with every interaction is mission critic. As we all know having the right process, systems, technology and product are key drivers for any successful business. Having a sales team highly trained is equally important to move all the strategies and tactics forward.

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