Luis Molpeceres’ Post

**TL;DR - Let's be nicer to each other.** 🫶🏻 The longer version: usually, I wouldn't say I like to vent or share personal opinions, but yesterday, I witnessed something that left me shocked. I visited a Zara store in Berlin to return an item I bought online. While queuing, a shop assistant informed me about a new process for online order returns (well done, Zara!). Now, you scan your order QR code, select the item(s) you wish to return on the screen, put them in a provided box, and stick the printed label on it. Ahead of me in the queue was a lady visibly (very) annoyed by this new process. She became very angry at the shop assistant, who was only trying to be helpful. The lower level of the store had a weak 5G signal, so accessing the QR code from the app required joining the store WiFi, which added to her frustration. She threw a tantrum and became very aggressive towards the staff. Despite the floor manager's efforts to calm her, she remained hostile and threatening. When did we stop being polite and cordial towards retail and hospitality staff? The new process might annoy some customers, but if the store staff is helpful, smiling, and goes the extra mile, why do some customers feel entitled to treat them poorly? Let's be nice to each other! When did politeness stop being the norm? You can disagree or be dissatisfied without behaving like a jerk, right? **End of my rant.**

Thinking back to the beginning of my retail management career, I vividly remember how I cringed at hearing, "𝑵𝒐 𝒔𝒉𝒐𝒑𝒑𝒆𝒓𝒔 𝒕𝒐𝒅𝒂𝒚" or "𝑬𝒗𝒆𝒓𝒚𝒐𝒏𝒆'𝒔 𝒋𝒖𝒔𝒕 𝒘𝒂𝒊𝒕𝒊𝒏𝒈 𝒇𝒐𝒓 𝒅𝒊𝒔𝒄𝒐𝒖𝒏𝒕𝒔." I couldn't accept that sales could be as unpredictable as the weather. 😅 At that time, due to a lack of retail trainers, the B2B trainers I invited couldn't adequately sharpen retail sales skills. Since sales prowess isn't something we're born with, my sales team's own experiences alone weren't enough. Clinging to the idea that training was the key to achieving stable revenue, I partnered with a friend who trained bankers. With my retail background, her training expertise, and several books on retail that I managed to get from the US in those pre-Amazon times, we crafted my first retail training program. My very first training was quite a contrast to my management activity: exercises, group dynamics, the psychology of it all. 😅 I didn't know back then that this would be the beginning of a new path in life that would lead to numerous courses in training, coaching, psychology, and many other topics related to the human factor. Recently, I trained staff at one of the 🇬🇧 oldest department stores. Here are my key takeaways: 🙏 Great respect for businesses that have stood the test of time like this place. I don't agree with the fixation on the disruption that drives us to look at companies with long histories as subjects to extinction rather than honour. 👉 They face the unique challenge of balancing loyal older customers' desire for familiarity with the need to cater to younger shoppers' radically different, tech-driven expectations. 💪 Human resources are their most powerful asset. Location matters, but highly skilled salespeople who can turn casual buyers into loyal store advocates are invaluable. ❤️ Even with Britain's reserved culture, shoppers crave genuine connection and expertise from salespeople. 𝗗𝗼 𝘆𝗼𝘂 𝗽𝗿𝗲𝗳𝗲𝗿 𝘀𝗵𝗼𝗽𝗽𝗶𝗻𝗴 𝗮𝘁 𝘁𝗿𝗮𝗱𝗶𝘁𝗶𝗼𝗻𝗮𝗹 𝗿𝗲𝘁𝗮𝗶𝗹𝗲𝗿𝘀 𝘁𝗵𝗮𝘁 𝘀𝘁𝗮𝘆 𝘂𝗽𝗱𝗮𝘁𝗲𝗱 𝗼𝗿 𝗻𝗲𝘄𝗲𝗿 𝗼𝗻𝗲𝘀? #Fashion #FashionRetail #UKRetail #Innovation #LuxuryFashion

The nature of working in retail is changing at pace as the purpose of stores continues to evolve. BoF Careers examines how in-store employees can hone and develop their skill sets for success in retail or its adjacent industries, sharing expertise from retail leaders and fashion executives who began their careers on the shop floor. Read more below.

Own it,embrace it: The power of taking responsibility. Taking responsibility is super important for personal growth and development. It's all about owning up to our actions and choices, and it can have a huge impact on our lives. Let me share a little story with you about how taking responsibilities for even the slight things and moments can lead to amazing outcomes. There was this one time when I was shopping for clothes in different stores, and I had this knack for finding the perfect piece. It was like a little adventure for me, you know? Anyways, during one of my shopping trips, I accidentally knocked over a mannequin in a store. Instead of just walking away or pretending it wasn't my fault, I took responsibility for my actions. I immediately went up to the store manager and apologized for what happened. I offered to help clean up the mess and even offered to pick the dress so as to get it off sales . The store manager was impressed by my honesty and willingness to make things right. They appreciated that I didn't try to shift the blame or avoid taking responsibility. As a result, not only did I avoid any trouble or negative consequences, but the store manager actually offered me a discount on my purchase as a token of appreciation. It was a small gesture, but it made me realize the power of taking responsibility. By owning up to my mistake and being accountable, I not only resolved the situation but also built a positive relationship with the store. This experience taught me that even in the little things, taking responsibility can make a big difference. It shows integrity, builds trust, and helps us grow as individuals. Whether it's admitting when we're wrong, taking charge of our own actions, or stepping up to lead in a challenging situation, taking responsibility is a key aspect of personal development. #pharmacystudent #personaldevelopment #takingaction

The nature of working in retail is changing at pace as the purpose of stores continues to evolve. BoF Careers examines how in-store employees can hone and develop their skill sets for success in retail or its adjacent industries, sharing expertise from retail leaders and fashion executives who began their careers on the shop floor. Read the full story below to learn more.

From being accountable and prioritising support to communicating efficiently and frequently, the best retail bosses across the sector share five personality traits: https://lnkd.in/ewAp_Qub

From being accountable and prioritising support to communicating efficiently and frequently, the best retail bosses across the sector share five personality traits: https://lnkd.in/edh8YBku

🎢 This month marks my first year at Walmart and in Supply Chain (one of the most complex, nuanced, yet invigorating environments I've worked in). I'm sharing a few randomly picked insights from the notes filling my journal over the past year: 💙Your professional life becomes notably smoother and more fulfilling when you collaborate with a manager/immediate team who understands you, trusts you, has your back, wants to see you succeed, and shares a similar level of (com)passion, creativity and curiosity. Timothy Burleson🏆 💙75% of hourly associates at Walmart become salaried managers. 💙Supply chain wisdom from Rafael Ortiz: "Stay close to the case" and "Have friends in the field who can be candid and direct with you." 💙To be successful with a supply chain initiative, understand what's happening upstream and downstream relative to your area of impact/influence. 💙Overcommunicate where you need to. 💙Always build relationships, but be sincere and never force it. 💙Incubate your ideas before presenting them. 💙Flexibility in adjusting your point of view, plans, or next steps based on new information is a sign of strength, not underconfidence/uncertainty. 💙You build trust and credibility by delivering on your promises. Sometimes, the process of delivering takes longer than anticipated; it doesn't and shouldn't diminish your trustworthiness/credibility/confidence while in progress. 💙Comfortable footwear and a jacket are a must when visiting a DC (especially when visiting the perishable departments🥶) 💙The work is hard, so be sure to have a sense of humour/fun while at it. 💙You can build an exciting, meaningful career anywhere in Bentonville, Arkansas or New York City. Here's to year 2!

From being accountable and prioritising support to communicating efficiently and frequently, the best retail bosses across the sector share five personality traits: https://lnkd.in/eN7zpN9Y

You know those moments when a simple change leads to mind-blowing results? I just had one of those with our partners at Mat Viet, the largest eyewear retailer in Vietnam. A few months ago, I walked into Mat Viet's Landmark Tower store. The team was frustrated - their premium sunglasses weren't selling despite prime placement. I could feel their disappointment. We've all been there, right? When you think you've got it all figured out, but the numbers say otherwise. That's when my Palexy team rolled up our sleeves. We dug into the data, and what we found was eye-opening (pun intended! 😉). Here's what we discovered: - The expensive stuff? It wasn't resonating with the foot traffic. - The more affordable stuff? It was a hidden gem, tucked away where no one could see it. So we took a leap of faith. We swapped their positions. Simple as that. The results blew me away: - The mass brand saw a 500% increase in traffic and a 31% jump in sales - The premium one saw its conversion rate more than double! But you know what really made my day? It was when the Area Manager, told me: "Your tools & insights have become my greatest assistant in store management." That's when I knew we'd made a real difference! This experience reminded me why I love what we do at Palexy. It's not just about moving products around or crunching numbers. It's about helping businesses see the potential hidden in plain sight. It's about turning frustration into success.