Retailing Done Right: The Art and Science of the Sales Counter By Desiree Grace Reading the latest news about yet another bankrupt retail legend, I shake my head. In‑person shopping is not dead. What is dead is retail done wrong . An overemphasis on cost‑cutting instead of value‑adding led to the demise of K‑Mart, Sears, and now Saks Fifth Avenue. I’ve been in retailers, large and small, recently that are busy. Retail spaces also exist inside distribution businesses, often in the form of sales counters. These spaces can drive sales, influence customer engagement, and spark lucrative impulse purchases. Even in a B2B environment, the counter matters. Ignore it, or underinvest in it, and you leave money and loyalty on the table. There are lessons to be learned from those who survive and thrive.  Retail done right looks like this: Staff with knowledgeable people who care A counter should never feel like a wasteland. Greet customers when they enter and ask if they need help. If the an...

Numbers Speak Truth By Frank Hurtte We work in a world obsessed with numbers. Measurements on schematics. Gross margin percentages. Sales quotas. Minutes on our phones. Days until vacation. I’ll admit it, I like numbers, too. Numbers give us something concrete. They help us understand where we’re performing well, and they make it harder to ignore where improvement is needed. Many times, we think we’re producing at a certain level until we see it on paper. Reality has a way of showing up when the numbers are clear. That same truth applies when evaluating business relationships. Whether you’re trying to understand the value of an employee, a distributor, or a manufacturer partner, it’s important to have a clear and consistent way to measure performance . Without that, discussions quickly become emotional, subjective, or based on assumptions rather than facts. The challenge, of course, is honesty. It’s much easier to evaluate others than it is to evaluate ourselves. But self-eval...

Substance Over Style: A Better Way to Market B2B A Distributor Channel Marketing Moment By Desiree Grace We all know it when we see it: the Patagonia commercial that motivates you to hit the hiking trail, or the Nike ad that nudges you back into the gym. Selling an idealized lifestyle or self-image is the essence of aspirational marketing. It speaks to what people care about. This approach is especially successful in B2C (business-to-consumer) marketing. But don’t write off aspirational marketing as exclusive to B2C. I would argue there is a meaningful place for it in our B2B (business-to-business) world. Hear me out. Aspirational marketing can speak to an ideal future state at work , and it can also be a powerful recruiting and retention tool. Let’s start with that ideal future state. Whether you’re creating internal messaging for your team or external marketing for customers, values like safety and quality matter. None of our B2B buyers want to work with an unsafe suppl...

Evolution of the Customer Care: Modernize or Get Left Behind By Desiree Grace Much like Neanderthals evolved into modern humans, Customer Care is evolving. No longer a knuckle-dragging, clerical, reactive role, Customer Care has become a smart, analytical, strategic business partner, and a true competitive differentiator. Whether you call this role Customer Experience, Customer Operations, Customer Service, or something else, the role itself is now modern and mission-critical. Why? Increasing Complexity of Customer Expectations Customers now expect faster, more accurate, and proactive communication. Traditional clerical tasks are no longer sufficient. Customer Care Units (CCUs) must be equipped to analyze customer behavior, anticipate issues, and support increasingly complex order management scenarios. Customers have been “trained” through B2C interactions to expect advance shipping notices, tracking information, and real-time updates. For large bills of material (BOMs) an...

When Things Go Wrong, Here’s Your Moment to Shine By Desiree Grace and Frank Hurtte Scientific research backs up something every seasoned distributor already knows: a perfectly smooth transaction doesn’t build loyalty, but a problem handled exceptionally well does. In Human Sigma: Managing the Employee-Customer Encounter , Gallup’s John H. Fleming and Jim Asplund found that customers who experience a problem that is fixed quickly and effectively become more loyal than customers who never had an issue at all. Think about this: the customer with a headache becomes your strongest advocate if you handle the recovery right. And let’s be honest, problems will happen. Back-orders appear. Pricing loads incorrectly. Freight gets damaged. Manufacturers sometimes send the wrong firmware. Instead of hiding these ugly moments, smart distributors embrace them as opportunities to display competence, character, and commitment. Because the truth is this: A flawless transaction doesn’t reveal who you ...

Tacos, Tinsel, and the New Sales Guy A Conversation with Santa Claus Every December, I carve out a little quiet time to talk with my North Pole pal, Santa Claus. Please note this is not the cheap department-store imposter, but the honest-to-goodness Jolly One. Despite his age and high-cholesterol diet, Santa remembers names, recognizes patterns, and isn’t afraid to point out bad habits. He knows exactly who’s been working and who just looks busy. This year, we agreed to meet somewhere neutral: No workshop No sleigh No pesky elves Just tacos So there we were at my favorite spot, Rudy’s Tacos, just a block from my East Davenport office. We slid into a booth after long days, me locking up River Heights Consulting , Santa still smelling faintly of peppermint, plastic pine needles, and retail exhaustion. “Hard day?” I asked. Santa nodded. “You wouldn’t believe how many people ask for things they aren’t ready to take care of.” I smiled. “That sounds familiar.” Santa took a bite of his ...