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 Introduction
00:46 Development and Growth in the Employee Lifecycle
04:13 The Role of Leaders in Employee Development
12:43 The Disconnect Between Training and Development
21:36 Self-Reflection and Honest Conversations in Leadership
28:16 The Purpose and Perception of PIPs
28:34 Universal Implementation of Development Plans
30:43 Addressing the Stigma of PIPs
31:13 Ambition vs. Available Positions in Retail
32:52 Impact of COVID on Retail Ambition
33:55 Identifying and Developing Potential Leaders
49:43 Real Development is Messy
50:49 Support Needed from Corporate55:01 Conclusion and Final Thoughts
Why People Management is the Key to Effective Performance Management
In 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).
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00:00 Introduction and Recap
00:51 Performance Management Cycle
02:13 Challenges in Goal Setting
03:16 Reviewing Employees vs. Store Managers
04:44 Frequency and Structure of Performance Reviews
07:47 Importance of People Management
09:25 Corporate Expectations vs. Store Realities
14:10 Engagement and Performance
24:21 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.
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00:00 Introduction to Performance Management
00:44 Exploring Performance Challenges
01:46 Defining Performance in Retail
03:00 Guest Introduction: Coby from Roman 3
08:15 The Role of Performance Management Systems
15:50 Challenges in Performance Reviews
22:15 Bias and Fairness in Performance Evaluations
25:57 Challenges in Performance Ratings
26:41 Impact of Team Performance on Individual Ratings
28:15 Human Factors in Performance Reviews
30:21 Training and Tools for Effective Reviews
34:19 Bias and Fairness in Ratings
36:18 Systemic Issues in Retail Management
42:51 Rules that Empower vs. Rules that Restrict
44:47 Consequences of Reactive Policies
47:48 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 Engagement
00:42 Understanding the Employee Lifecycle
03:19 The Importance of Scheduling
07:15 Balancing Flexibility and Structure
16:44 Corporate Policies and Employee Morale
18:33 Effective Communication Strategies
31:28 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:
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 Reflections
In 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 Gap
00:21 Introduction: The Trust Crisis in Retail
02:16 The Power Imbalance in Retail
03:18 Corporate Elitism and Misunderstandings
03:54 The Boston Example: A Case Study in Mistrust
13:58 The Compliance Obsession
14:44 Trust Issues and Systemic Problems
16:43 Micromanagement and Its Consequences
19:36 The Impact of Visual Directives
29:30 Building Trust Through Operations
30:01 Embarrassing Bag Checks
30:28 The Debate on Store Surveillance
31:22 Internal Theft and Employee Psychology
33:35 Trust and Store Policies
36:29 Corporate Trust vs. Store Trust
45:20 Diversity, Equity, and Inclusion Discrepancies
51:41 The Impact of Mistrust in Retail
55:53 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 Metrics
00:39 The Goal of This Episode
01:53 The Importance of Metrics
03:19 Standard Retail Metrics
05:23 The Disconnect Between Metrics and Store Success
07:46 The Impact of Metrics on Store Teams
14:09 Turnover and Its Effects
16:44 Indicators of Store Health
18:44 Building a Compassionate Store Culture
26:31 Achieving Top Sales Performance
26:54 The Power of Team Goals
28:34 Freedom to Innovate
29:36 Challenges in Corporate Culture
31:20 Importance of Employee Engagement
35:16 Building Better Metrics
44:09 Celebrating Behaviours, Not Just Results
47:42 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
Finally, a real conversations about the Corporate-Store Disconnect in Retail in 2025.In this episode, Bekki Cait, a retail consultant, and Matt Copeland, a seasoned store manager, dive deep into the stark divide between corporate and store teams in the retail industry of 2025.
Despite advances in AI and technology, failed initiatives and mounting frustrations highlight a fundamental disconnect that costs retailers millions.
Join us as we unpack critical paradoxes like problematic communication systems, the mission vs. metrics dilemma, and brand protection vs. empowerment.
Learn how this disconnect stems from a lack of trust and psychological safety, threatening both financial success and human well-being in retail.
If you care about creating successful stores and happy customers, you don't want to miss this candid conversation.00:00 Introduction: The Corporate-Store Disconnect00:45 Dear Corporate & Store Leaders02:26 The Store Reality Gap10:51 Problematic Communications Systems20:26 The Mission vs. Metrics Paradox27:05 The Brand Protection vs. Empowerment Paradox30:58 Good Customer Service35:09 Authenticity and Team Morale38:06 The Trust and Safety Gap45:17 The Need for Psychological Safety46:31 Conclusion: Addressing the Disconnect
Store assuming it's an awareness issue...
In this eye-opening episode, Bekki Cait and veteran store leader Matt Copeland unpack why despite substantial investments in communication tools, store teams often feel more disconnected than ever.
Bekki and Matt explore the challenges store leaders face in balancing corporate directives with their core mission of running great stores.
They uncover why reactive communication campaigns frequently miss the mark and why genuine understanding matters more than the latest app or platform.
From problematic recognition programs to career growth misconceptions and company pride, this episode reveals the real issues behind falling employee engagement scores and offers practical solutions to bridge the gap.00:20 Why are we talking about this?01:30 The Store Manager Reality04:46 How Corporate Comms Feel in Stores05:30 The Breaking Point10:04 How Corporate Comms Backfire11:44 Engagement Survey Example: "I feel valued & recognized."13:34 Engagement Survey Example: "I can have a career here."14:05 Engagement Survey Example: "I feel proud of where I work."14:54 Reacting vs Understanding Engagement Surveys16:44 What Stores are Trying to Tell You About Recognition29:03 What Stores are Trying to Tell You About Career Opportunities35:18 What Stores are Trying to Tell You About Company Pride41:03 Operational Engagement: A Better Way
