Observations on the desk, store economics, and leadership realities for the people responsible for the store.

Desk Notes

Desk Notes.

Observations on the desk, store economics, and leadership realities for the people responsible for the store.

Start with the question your store is already asking.

Floor & Handoffs·For GSM & BDC·8 min read

If Everyone Misses the Same Handoff, It Is Not a People Problem

One person missing a step may need coaching. Four people breaking at the same transition is evidence about the system around them. Here is how to tell the difference before you prescribe more training.

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Floor & Handoffs·For Sales Managers & BDC·9 min read

The Cost Of A No-Show You Never Recovered

Three touches, three owners, one scorecard — the recovery process most stores have been pretending exists, and the four numbers every manager should defend Monday morning.

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