Dear Corporate... Love Stores | Engaging Retail Employees

Why Polished Corporate Videos Can Fall Flat in StoresIn this lively and no-holds-barred episode, we dive headfirst into the world of corporate videos and why they often miss the mark in retail environments. Whether it's culture videos, tech rollouts, or even thank-you messages, we make a case for authenticity, relevance, and a touch of humour. Real stories from real employees beat corporate corridors and scripted performances every time. Plus, we sprinkle in some personal anecdotes.Tune in to find out how to make corporate videos that actually engage and inspire.00:00 Introduction: The Problem with Polished Corporate Videos00:47 The Importance of Authenticity in Corporate Videos02:41 Personal Anecdote: Why This Topic Matters04:21 The Disconnect Between Corporate Intentions and Employee Perception10:35 The Role of Real Employees in Effective Videos19:00 Challenges and Solutions for Tech Rollouts28:14 Addressing Register Issues28:33 The Role of Excitement Videos28:40 The Importance of Behind-the-Scenes Efforts28:57 Communicating the 'Why'29:10 Recognizing Long-Term Efforts29:55 Effective Thank You Messages30:23 When CEOs Should Appear in Videos33:43 The Impact of Maintenance Issues36:07 Budgeting for Thank You Videos38:27 Choosing the Right Messenger39:30 The Value of Authenticity in Videos48:54 Humour in Training Videos51:24 High Production Value for Serious Topics53:12 Passion in Product Education Videos56:40 Final Thoughts on Corporate Videos

AI and Retail: Trust, Ethics, and the Mess of HumanityIn this episode of Dear Corporate... Love Stores, we dive into the shiny, complex, and sometimes unsettling world of AI in retail. We compare the promises of a cleaner, more streamlined future against the inherent messiness of humanity. From autonomous stores to AI-driven chatbots, we question if these innovations align with company values and truly solve the right problems. Join us as we navigate whether AI can ever truly replace the human touch in the wild world of retail.Contact Bekki.Contact Matt.00:00 Introduction: The Allure and Concerns of AI01:12 New Year, New Predictions: AI in 202604:07 The Autonomous Store: Concept to Reality07:23 Human Connection vs. AI Efficiency14:57 Ethical Concerns and Real-World Implications20:16 The Future of Retail: Balancing Technology and Humanity27:32 The Dilemma of Sweeping Policies28:12 Humanity is Messy: Embracing Imperfection31:20 The Allure and Risks of AI in Retail35:17 The Role of High and Low Performers37:45 AI in Employee Training and Support42:38 The Reality of Using Personal Devices at Work47:29 The Future of AI and Human Connection54:18 Final Thoughts and Open Questions

Marie Casteller of Kind North Consulting joins us again to dive into how change and communication shapes company culture. We discuss the importance of answering tough questions, avoiding hollow corporate cheerleading, and being honest and authentic with change. Marie shares insights on balancing simplicity with transparency, and Matt recounts experiences where honesty built trust, even if the news was hard to swallow. We reflect on empowering leaders to adapt communication styles and the nuances of fostering a truly connected, purpose-driven culture. Tune in as we navigate the complex world of retail culture and communication!00:00 Introduction and Welcome Back00:33 The Importance of Communicating Change02:02 Corporate Excitement vs. Store Realities05:19 The Role of Authenticity in Leadership08:46 Challenges in Corporate Communication15:01 Reflecting on Leadership Decisions20:55 The Impact of Culture on Retail31:58 Final Thoughts and Takeaways

In this episode, we dive deep into the 'C word'–Culture. We unpack how culture is the vibe when you walk through the door, a fragile equilibrium that can be toppled by new leadership, policy changes, or even a single misstep. Join us and our guest, Marie Casteller from Kind North Consulting, as we explore the delicate dance of maintaining a thriving culture in retail. From real-life examples at Old Navy and Ikea to a candid discussion on trust, vulnerability, and leadership, we delve into what makes or breaks culture and how to protect it. Spoiler: It's not by forcing eye contact. Tune in to learn how to operationalize values and keep your retail team genuinely engaged!00:00 Introduction: The Fragility of Culture00:19 Defining Culture in the Workplace02:02 Exploring the Impact of Leadership on Culture04:23 The Role of Trust and Safety in Building Culture08:36 Personal Stories: Successes and Failures in Culture Building22:26 The Importance of Vulnerability and Purpose35:24 Conclusion: Key Takeaways on Culture

Unlocking the Secrets of the P&L and the Data EcosystemIn this episode of Dear Corporate... Love Stores, we dive deep into the often overlooked wisdom contained within a store's P&L. It's not just about sales numbers; it's about understanding the nuanced stories those line items can tell. From food waste to labor percentages, we explore how a creative, granular look at the P&L can reveal the true causes behind retail challenges, and why store managers need the right training to decode these mysteries. Join us as we discuss how empowering store-level leaders can lead to better decision-making and ultimately, a healthier retail environment.00:00 Introduction: The Importance of P&L in Retail00:28 Corporate Push and Snap Judgements00:53 Understanding the P&L at Store Level01:33 Creative Look at Numbers: Beyond Policies04:03 Diving into Specifics: Waste and Ordering07:55 Analyzing Margins and Inventory13:04 Manual Processes and Employee Buy-In16:56 Training and Access to P&L18:42 Granular Analysis and Team Compliance22:47 Loss Prevention and Predictable Patterns26:20 Payroll Management and Team Impact29:54 Over Payroll and Denim Sales32:08 Omnichannel Fulfillment Rates38:41 Google Reviews and Customer Service42:05 The Impact of Returns50:11 Corporate and Store Manager Dynamics

"Retail kind of brings a whole mishmash of misfits together. And for me, that's the most alluring part about it."Why does retail remain the chosen path for many, even when other opportunities beckon. We share heartfelt stories and laugh-out-loud moments that underscore the unique camaraderie and diversity that make retail a vibrant industry. If you’ve ever wondered what keeps dedicated humans in the retail game—despite MANY challenges—this episode is for you.00:00 Why Retail? A Personal Journey01:00 The Allure of Retail: People and Purpose02:30 Moments of Fulfillment in Retail04:12 Diversity and Growth in Retail07:01 The Invigorating Nature of Retail Work11:39 The Power of Purpose: An Amtrak Story19:21 Leadership and Empathy in Retail25:01 Motivation and Accountability in Leadership30:47 Understanding Leadership and Motivation32:08 The Role of Fairness in Management32:59 Team Dynamics and Performance35:40 Empathy vs. Performance in Leadership37:45 Balancing Empathy and Results45:01 The Importance of Honest Conversations51:14 Staying in Retail for Positive Impact01:01:43 Final Thoughts and Call to Action

Surviving Holiday Retail: Chaos, Comp Goals, and Complicated PajamasThe holidays are upon us, and we’re diving deep into what that means for retail teams. Join us as we unravel the emotional labor of presenting a cheerful facade during the busiest time of the year, break down how success is measured post-holiday rush, and share some eyebrow-raising stories from the front lines. We discuss how corporate decisions impact the day-to-day lives of store employees, why last-minute promo changes might not be the best idea, and why sometimes, it’s better to just trust your store leaders. Grab your cocoa, get cozy, and let’s decode the holiday season chaos together!00:00 The Holidays Are Coming00:08 The Emotional Labor of Retail01:10 Holiday Rush and Measuring Success03:45 Challenges of Holiday Hiring11:04 Operational Strategies for the Holiday Season23:37 Corporate Decisions and Their Impact35:14 Corporate Control and Last-Minute Changes36:31 Balancing Work and Personal Life During Holidays40:06 Emotional Labor in Retail42:18 The Impact of Rapid Changes on Data and Sales47:37 The Disconnect Between Corporate and Store Realities48:33 The Importance of Direct Communication57:26 Customer Experience vs. Corporate Directives01:04:57 Post-Holiday Reflections and Improvements

In this episode of Dear Corporate Love Stores, we take a deep dive into the profound shifts in the retail landscape during COVID-19. We explore instances of genuine leadership, like that of Laura Alber at Williams Sonoma, who balanced empathy with business acumen. We also examine the post-pandemic recoil as companies revert back to rigid policies, stripping away newfound employee empowerment. Join us as we wax nostalgic about a time when retail workers had a taste of real power and what it might take to get back there.00:00 The Exhaustion of COVID: A Personal Reflection00:46 The Early Days of the Pandemic: Fear and Uncertainty06:06 Corporate Responses: Leadership and Empathy16:04 Operational Shifts: Adapting to a New Normal18:59 Retail Realities: Shorter Hours and Sick Leave23:21 Consumer Behavior and Business Metrics26:21 Innovations in Retail: Online and In-Store Synergy27:23 Adjusting Order Management During COVID27:52 Retail's Response to the Pandemic28:48 Corporate Greed and Price Increases30:42 Consumer Behavior and Societal Impact33:55 The Return to Pre-COVID Norms45:30 Employee Empowerment and Corporate Control51:00 A Vision for Shared Power and Better Business52:19 Final Thoughts and Reflections

One of retail’s biggest missed opportunities: the exit.Most companies treat resignations like betrayal, but a well-handled exit can create advocates, keep the door open for return, and even fuel future hiring. We share stories of where leadership ego got in the way, and where a supportive culture turned “goodbye” into “see you later.”This isn’t about clinging to people forever—it’s about building a system where leaving doesn’t have to mean gone for good.00:00 Introduction: Company Reactions to Resignations00:45 Missed Opportunities in Employee Exits06:49 Personal Stories of Leadership and Culture24:53 Redefining Retention: Keeping the Door Open26:02 Challenges and Realities of Employee Transitions36:42 Creating a Boomerang Path: Welcoming Back Former Employees

Let' get real about what development in retail actually looks like. Spoiler: it’s not another training module or a PIP.We dig into the messy, human side of growth—why autonomy, trust, and coaching matter more than standardized programs. We call out the high turnover trap, unpack how leadership missteps stall potential, and explore what meaningful development really takes on the floor.From the stigma of PIPs to the tension between ambition and limited roles, we talk honestly about what works, what doesn’t, and why “real development” is one of the hardest—but most important—things retail leaders can do.00:00 Introduction00:46 Development and Growth in the Employee Lifecycle04:13 The Role of Leaders in Employee Development12:43 The Disconnect Between Training and Development21:36 Self-Reflection and Honest Conversations in Leadership28:16 The Purpose and Perception of PIPs28:34 Universal Implementation of Development Plans30:43 Addressing the Stigma of PIPs31:13 Ambition vs. Available Positions in Retail32:52 Impact of COVID on Retail Ambition33:55 Identifying and Developing Potential Leaders49:43 Real Development is Messy50:49 Support Needed from Corporate55:01 Conclusion and Final Thoughts

Why People Management is the Key to Effective Performance ManagementIn this episode, the continuation of our discussion from part one, we delve into the intricacies of performance management in retail. We talk about the common pitfalls of weaponizing policies instead of effectively managing performance, and the need for guardrails. We explore the performance management cycle typically seen in corporate environments and how it translates (or fails to) on the sales floor. The conversation examines the importance of goal-setting, the frequency of performance reviews, and the stark difference between task management and people management. Our hosts emphasize the crucial role of engagement in driving performance and how standard corporate strategies often fall short in acknowledging the diverse needs of different store locations. We also discuss actionable strategies to improve performance management by prioritizing people management, providing adequate training for managers, and allowing flexibility in achieving business goals. Tune in for a candid and insightful discussion on elevating performance management in retail.Guest expert, ⁠Coby⁠ from ⁠Roman 3⁠ (⁠Roman 3 Podcast⁠).Visit ⁠CATO⁠. Follow ⁠Bekki⁠. Follow ⁠Matt⁠.00:00 Introduction and Recap00:51 Performance Management Cycle02:13 Challenges in Goal Setting03:16 Reviewing Employees vs. Store Managers04:44 Frequency and Structure of Performance Reviews07:47 Importance of People Management09:25 Corporate Expectations vs. Store Realities14:10 Engagement and Performance24:21 Conclusion and Final Thoughts

Rethinking Performance Management in Retail: Key Insights and Common PitfallsThis episode delves into the critical issues of performance management in the retail sector. The discussion highlights the contrasting focuses on task management versus outcome management and emphasizes the need for a clearer understanding of performance metrics across various organizations. Guest expert, Coby from Roman 3 (Roman 3 Podcast), shared insights on blending different evaluative models to improve workforce performance. Matt sheds light on real-world challenges, including how bias and lack of proper training affect performance reviews, and the impact of company-wide policies designed to impose fairness but often result in unintended consequences. The episode underscores the importance of rules that empower rather than restrict, the necessity for continuous and timely feedback, and training for effective performance evaluation. In the next episode, we'll aim to deepen the understanding of these issues and explore innovative, scalable solutions.Visit CATO. Follow Bekki. Follow Matt.00:00 Introduction to Performance Management00:44 Exploring Performance Challenges01:46 Defining Performance in Retail03:00 Guest Introduction: Coby from Roman 308:15 The Role of Performance Management Systems15:50 Challenges in Performance Reviews22:15 Bias and Fairness in Performance Evaluations25:57 Challenges in Performance Ratings26:41 Impact of Team Performance on Individual Ratings28:15 Human Factors in Performance Reviews30:21 Training and Tools for Effective Reviews34:19 Bias and Fairness in Ratings36:18 Systemic Issues in Retail Management42:51 Rules that Empower vs. Rules that Restrict44:47 Consequences of Reactive Policies47:48 Conclusion and Next Episode Teaser

Part two of two episodes on Engagement: Balancing Humanity and Operations. The conversation dives into the emotional core of retail operations and how they impact employee engagement. The hosts argue that rigid ops, like scheduling systems, can often strip the workplace of its human touch, leading to disengaged employees. Through personal stories and insights, they highlight the crucial role of store managers in fostering an environment of flexibility, compassion, and direct communication. The episode also calls for corporate teams to rethink policies that hinder day-to-day operations. Ultimately, they provide practical advice for creating a more humane and engaging workplace, emphasizing that genuine care and understanding can transform the employee experience.00:22 The Role of Leaders in Employee Engagement00:42 Understanding the Employee Lifecycle03:19 The Importance of Scheduling07:15 Balancing Flexibility and Structure16:44 Corporate Policies and Employee Morale18:33 Effective Communication Strategies31:28 Final Thoughts on Employee Engagement

This is part one of two episodes that explore the true essence of employee engagement within retail environments, challenging the traditional focus on KPIs. It delves into the 'engage' stage—one of the seven critical stages of the employee lifecycle. The discussion emphasizes the importance of day-to-day experiences and interactions that contribute to job satisfaction. Key points include the need for a balance between:good pay, purpose, and an enjoyable day-to-day. The importance of empowering store managers to foster a positive work environment through genuine human connections, operational efficiency, and continuous manager enablement is highlighted as vital for reducing turnover and enhancing overall organizational performance.00:00 Introduction: The Importance of KPIs00:29 Understanding the Employee Lifecycle01:32 Focusing on the Engaged Stage02:34 Defining a Good Job04:07 The Three Pillars of Job Satisfaction05:31 Balancing Pay, Purpose, and Enjoyable Day-to-Day07:50 The Importance of Day-to-Day Experience08:19 Personal Reflections on Job Satisfaction11:18 Building Human Connections at Work18:48 Challenges in Retail Management31:15 The Need for Leadership Training33:45 The Real Issue: Leadership in Corporate34:49 Prioritizing Engagement and Retention

Effective Retail Onboarding: Corporate's Role in Supporting New Store EmployeesWe explore the nuances of onboarding new hires in the retail sector, emphasizing the pivotal role corporate must play in supporting a seamless transition. Discussions revolve around creating a welcoming and well-prepared environment for new employees, highlighting the importance of relevant and updated training modules that resonate with today's workforce. The episode also addresses the need for on-the-floor training accompanied by team support, and how corporate can provide the necessary resources and flexibility to store managers. Key takeaways include ensuring new hires feel valued from the get-go, the benefits of a personalized and engaging onboarding process, and the critical areas where corporate can enhance its support to make onboarding a more effective and human-centric experience.01:43 Challenges in Pre-boarding03:07 The Purpose of Onboarding04:16 Effective Onboarding Experiences06:57 The Importance of Culture in Onboarding13:08 Day One Essentials for New Hires19:20 Maintaining Engagement and Excitement25:34 Re-onboarding and Soft Skills Training31:58 The Making of a Good Leader32:40 Corporate Expectations for Onboarding33:42 Effective Onboarding Strategies34:40 Challenges in Onboarding Processes35:27 Corporate's Role in Onboarding37:38 Engaging Training Modules43:22 Respectful Communication and Customization54:57 On-the-Floor Training Importance01:00:22 Concluding Thoughts on Onboarding

Revamping the Retail Hiring ProcessIn this episode, the hosts explore major issues in the retail hiring process and challenge current practices. They emphasize that the inefficiencies introduced by technology and lengthy bureaucratic procedures are deterring potential candidates and undermining corporate strategies. The discussion includes the comparison between hiring for the company as it exists versus the company it aspires to be, with an eye toward improving the candidate experience. The conversation touches on practical advice for making the hiring process faster and more human-centric, such as asking more meaningful interview questions and streamlining application methods. They advocate for increased accountability among corporate teams and question why retail doesn't prioritize candidate experiences with the same urgency as customer experiences (even when the candidates are also customers).00:00 Introduction: Hiring for the Company We Want00:27 The Candidate Experience: From Job Ads to Applications02:26 Navigating the Application Process03:23 The Role of Technology in Hiring07:48 In-Person Applications and Legal Constraints12:30 Interview Preparation: Candidate and Manager Perspectives21:45 The Importance of Soft Skills in Hiring26:09 Evaluating Candidates Beyond Business Acumen28:33 Conducting Effective Interviews29:28 Behavioral Interviews: Overrated and Ineffective30:10 Personal Questions: Getting to Know the Candidate31:07 The Importance of Caring About People32:39 Retail Burnout: A Common Issue33:50 Creating a Positive Work Environment35:52 The Role of Vulnerability in Customer Service39:54 Hiring for Values and Community44:33 The Impact of Technology on Hiring47:06 Streamlining the Hiring Process53:53 Final Thoughts on Improving Candidate Experience

I mean... would you apply? In this episode, Bekki and Matt Copeland discuss the disconnect between how retail jobs are advertised versus the actual experience of working in retail. They explore why vague and recycled job descriptions often attract poor-fit candidates, leading to high turnover and frustration for both employers and potential employees. Bekki and Matt delve into the anatomy of ineffective job ads, dissect common red flag phrases, and offer actionable tips for retailers to create more honest and effective job postings. Their conversation includes insights on the influence of company values, the importance of specific job requirements, and the impact of systemic legal and HR practices on the hiring process. Listeners will gain a comprehensive understanding of how to transform their talent pipeline and reduce costly turnover. 00:00 Introduction: The Retail Job Posting Dilemma 01:42 Personal Experiences and Insights 02:36 The Disconnect in Job Descriptions 04:31 Legal and Corporate Influence on Job Ads 05:52 The Ego of Companies and Job Ads 12:08 The Anatomy of Ineffective Job Ads 29:37 Red Flag Phrases in Job Ads 34:14 The Chaos of Fast-Paced Retail 35:14 Competitive Pay: The Lowball Tactic 35:43 Wearing Many Hats: A Sign of Disorganization? 37:23 The Myth of Retail Chaos 39:02 The Grit Red Flag 41:53 The Importance of Honest Job Ads 43:50 Specificity in Job Ads: A Success Story 55:10 The Ecosystem of Job Ads 01:02:45 Final Thoughts and Call to Action

Unpacking Trust and Mistrust in Retail: Challenges, Solutions, and ReflectionsIn this episode, Matt and Bekki dive deep into the complexities of trust within the retail sector. They explore how structural and operational practices can erode trust between corporate leaders and store teams, leading to a culture of mistrust and compliance over empowerment. The conversation touches on micromanagement, loss prevention policies, and the impact of misaligned corporate values on the day-to-day experiences of retail employees. With concrete examples and personal anecdotes, the discussion sheds light on how fostering an environment of trust and transparency can drive better performance and job satisfaction. The episode concludes with actionable insights and an invitation for all levels within the retail hierarchy to reflect on their roles in building a culture of trust.00:00 E05: The Trust and Safety Gap00:21 Introduction: The Trust Crisis in Retail02:16 The Power Imbalance in Retail03:18 Corporate Elitism and Misunderstandings03:54 The Boston Example: A Case Study in Mistrust13:58 The Compliance Obsession14:44 Trust Issues and Systemic Problems16:43 Micromanagement and Its Consequences19:36 The Impact of Visual Directives29:30 Building Trust Through Operations30:01 Embarrassing Bag Checks30:28 The Debate on Store Surveillance31:22 Internal Theft and Employee Psychology33:35 Trust and Store Policies36:29 Corporate Trust vs. Store Trust45:20 Diversity, Equity, and Inclusion Discrepancies51:41 The Impact of Mistrust in Retail55:53 Reflecting on Trust and Communication

In this episode, the focus is on the critical gap between traditional retail metrics and what truly matters for sustainable business growth and customer satisfaction. The discussion delves into how metrics, while essential, often drive unintended behaviours and misalign with long-term goals. Key points include the need for more meaningful performance measurement that integrates metrics like employee turnover and engagement, and the importance of qualitative factors such as team culture and compassionate leadership. The conversation explores practical ideas for retail leaders to evolve their approach, emphasizing that a balance of quantitative and qualitative measures is crucial for a truly healthy and successful retail environment.00:00 Introduction: The Problem with Metrics00:39 The Goal of This Episode01:53 The Importance of Metrics03:19 Standard Retail Metrics05:23 The Disconnect Between Metrics and Store Success07:46 The Impact of Metrics on Store Teams14:09 Turnover and Its Effects16:44 Indicators of Store Health18:44 Building a Compassionate Store Culture26:31 Achieving Top Sales Performance26:54 The Power of Team Goals28:34 Freedom to Innovate29:36 Challenges in Corporate Culture31:20 Importance of Employee Engagement35:16 Building Better Metrics44:09 Celebrating Behaviours, Not Just Results47:42 Final Thoughts on Sustainable Business Growth

In this episode of Dear Corporate... Love Stores, hosts Bekki Cait and Matt Copeland delve into the pressing issue of disempowerment in the retail industry. They discuss how the current obsession with standardization, efficiency, and brand protection is damaging employee engagement, increasing turnover, and ultimately hurting business performance. Using real-life examples from their experiences in retail, they highlight the importance of empowerment in fostering engaged, autonomous, and capable store teams. Tune in to learn how instilling trust and flexibility in your team can lead to better customer service, lower turnover, and a more enjoyable work environment.00:00 Introduction01:28 The Evolution of Retail Leadership03:20 The Impact of Technology on Empowerment in Retail06:25 No Time to Learn11:36 The Empowerment vs. Brand Protection Paradox in Retail19:38 Case Study: Old Navy's Approach to Empowerment24:51 Making the Right Decisions for Your Store26:29 Empowerment in Customer Service28:18 Empowerment in Operations29:29 The Impact of Rigid Policies on Employees32:18 Empowering Your Team for Better Retention34:20 The Issue With Automated Schedules40:55 What Humans Can Do That Technology Cannot45:00 The Vicious Cycle of Standardization and Turnover48:33 Final Thoughts on Empowerment and Leadership