“How Retailers Can Teach Empathy for De-Escalation” by Derek Belch via Total Retail

“How Retailers Can Teach Empathy for De-Escalation” by Derek Belch via Total Retail

Retailers and consumers alike had just started to feel hopeful about a post-pandemic future a mere few weeks ago. However, with the COVID-19 Delta variant quickly becoming a concern, retailers across the country have made the move to reinstate mask mandates indoors. Unsurprisingly, this latest round of mask mandates has come with mounting tensions. Many store associates have found themselves in very uncomfortable, and sometimes violent encounters with disgruntled customers, with facemasks continuing to pose a controversial debate. As such, with the onus sitting squarely on the shoulders of front-line employees to outline and enforce these mask mandates, many businesses are looking at proactive measures to help train and prepare workers for potentially highly charged customer encounters. Preparing Our People With Empathy Training During these challenging times, customer-facing employees will be looking for guidance on best practices and reassurance on how to handle potentially tense situations with customers. Signals must come from the top, emphasizing the importance of being confident and prepared with the skills needed to de-escalate stressful interactions. It often comes down to the ability to show empathy to those experiencing stress or anxiety. However, this typically doesn’t come naturally and requires proper training. This is why empathy training is key for giving front-line associates the tools to prepare for what they’re likely to face, such as what Walmart is doing with its beKIND program meant for teaching and measuring empathy in customer service. Customer-facing employees can benefit immensely by being able to embody the feelings of an anxious guest or customer. Through realistic, immersive training modalities, learners can better understand a customer’s point of view, whether or not they agree, in order...
“DC Shoes is proud to present, ‘THIS TOO SHALL PASS’, a short documentary about mental health issues in the skateboarding community.” – be sure to share this important video with your customers

“DC Shoes is proud to present, ‘THIS TOO SHALL PASS’, a short documentary about mental health issues in the skateboarding community.” – be sure to share this important video with your customers

Push play to view this important video Everyone you meet is fighting a battle you know nothing about. Be kind. Always. DC Shoes is proud to present, “THIS TOO SHALL PASS”, a short documentary about mental health issues in the skateboarding community. DC team rider, John Gardner, opens up about his own mental health struggles as he experienced suicidal thoughts and depression over the years. John talks about how he uses meditation, breathing and skateboarding to help heal from depression. The documentary also features Andrew Huberman, Professor of Neurobiology and Ophthalmology at Stanford School of Medicine, providing some amazing insight into how we can help ourselves and each other on a daily basis. John also curated a limited zine that includes facts on mental health, self-care, breathing techniques and other tools that can be useful for anyone suffering from depression. Check the link below to read the digital zine and more. Link: https://dcshoes.com/blog/skate/This-T… For anyone battling issues with mental health or having thoughts of suicide, please know that you are not alone. You are loved – and there are resources available to provide support. National Suicide Prevention Lifeline: 1-800-273-TALK (8255) www.suicidepreventionlifeline.org Follow DC Shoes: Website: www.dcshoes.com Instagram: @dcshoes TikTok: @dcshoes Facebook: https://facebook.com/DC.Shoes View this important video on Thrasher via the following link: https://www.thrashermagazine.com/articles/trash/dc-shoes-this-too-shall-pass/ JENKEM – John Gardner’s Tips for Building Up Your Mental Health View another important article featuring Andrew Huberman via the following link: https://www.boardretailers.org/discussing-skateboarding-with-neuroscientist-andrew-huberman-by-karl-watson-rob-fraebel-via-jenkem-mag/ If you like fun and intelligent skateboarding related articles, be sure to visit and bookmark: Jenkem Mag If you are not yet a BRA Retail Member, you can easily opt in to either Regular (no...
“If you missed the BRA Retailer Roundtable Panel Discussion at Surf Expo, you can view it and other relevant and helpful educational webinars right here” by BRA + Management One

“If you missed the BRA Retailer Roundtable Panel Discussion at Surf Expo, you can view it and other relevant and helpful educational webinars right here” by BRA + Management One

Concerns about the delta variant contributed to store traffic declines in July, combined with some signs that consumer confidence is wavering. The outlook for business in Q4 is nowhere near certain. In this Board Retailers Association (BRA) Retailer Roundtable panel discussion, the panelists speak about how these factors are affecting independent retailers plans for holiday selling this year. In addition, the panel explored and shared current pricing practices that have increased operating margins in their stores as well as significant staffing challenges. These competitive pricing and staffing strategies can be implemented in your store immediately. This remarkable panel was moderated by George Leichtweiss (BRA Chairman and owner of Modern Skate & Surf) and included Paul Erickson (Director and Senior Retail Consultant at BRA Supporting Vendor Partner Management One), Bruce Cromartie (BRA Board Member and Owner of BC Surf & Sport) and Doug Works (BRA Executive Director and former retailer). Push play to view this remarkable BRA Retailer Roundtable Panel Discussion from Surf Expo – 9 21 Massive thanks to Jesse of Podium (BRA Supporting Vendor Partner) for introducing their remarkable retail resource and sponsoring this outstanding event. Learn more about Podium in the following article: BRA Podium 4 Ways Article The video above serves as the 2021 3rd Quarterly BRA + Management One Webinar. At the end of the each Quarter, Board Retailers Association hosts relevant and helpful quarterly webinars on a variety of topics in collaboration with BRA Supporting Vendor Partner Management One. Push play to view the 2nd Quarterly BRA + Management One Webinar of 2021 Push play to view the 1st Quarterly BRA + Management One Webinar of...
“To Meet Customers’ In-Store Expectations, Retailers Must Master ‘Phygital’ Experiences” by Jaime Betancourt via Total Retail

“To Meet Customers’ In-Store Expectations, Retailers Must Master ‘Phygital’ Experiences” by Jaime Betancourt via Total Retail

Credit: Getty Images by bernard bodo Distance makes the heart grow fonder, sure. But it can also create romanticized expectations that are near impossible to meet. While there’s certainly a lot to miss about physical shopping, it’s possible some consumers have built up the retail experience in their head to the point where it will be hard for stores to deliver. To use another adage about human nature, people want what they cannot have. During the last 18 months, when in-person shopping was not possible, or at the least, not the same, some consumers yearned for classic brick-and-mortar moments more than ever. So, what happens now that consumers can visit stores again, and how about long term, when the pandemic is at last behind us? Retailers have no choice but to REALLY deliver on the core benefits of physical shopping — the joy of discovery, getting to touch and feel a product, the potential for immediate gratification, and the social aspect, whether that’s spending time with a loved one or connecting with a stranger. They must understand shoppers’ sentimental longing for normalcy, while continually innovating to reflect expectations for convenience and personalization. Otherwise, stores will have sorely disappointed shoppers on their hands. Building the Bionic Beings of Retail There’s a famous TV show from the ’70s called “The Six Million Dollar Man” about a former astronaut named Steve Austin, played by actor Lee Majors. After a flight accident, Austin is rebuilt with bionic implants and becomes better, stronger and faster. It makes me think about in-person retail experiences. The pandemic was our flight accident. Now it’s time to rebuild,...
“Key Industry Surf Shops Impacted by Oil Spill” by Tiffany Montgomery via Shop Eat Surf

“Key Industry Surf Shops Impacted by Oil Spill” by Tiffany Montgomery via Shop Eat Surf

Workers cleaning oil that washed ashore on Corona Del Mar State Beach Wednesday – Photo courtesy of U.S. Coast Guard The oil spill in Orange County that has closed beaches in Huntington Beach, Newport Beach, Laguna Beach, and Dana Point is not only a crisis for the environment, it also could have a major impact on important industry stores and other businesses in the area. “This is an ecological and economic crisis for the city of Huntington Beach,” said Aaron Pai, the owner of Huntington Surf & Sport on Main Street. “I feel for all the animals and businesses affected.” Last weekend, Huntington Beach was packed due to the Pacific Air Show, which draws thousands of people to the beach to watch the planes perform off the coast. HSS was a sponsor of the event, which ended up being cancelled on Sunday, the last day of the show. “We had to navigate through COVID, and now we’ll have to navigate through this,” Aaron said. The spill has also cancelled this weekend’s City of Huntington Beach Surf Contest, which HSS was also sponsoring. The only good news is that the spill didn’t happen in the height of summer, Aaron said. Huntington Beach also just hosted the WSL’s U.S. Open of Surfing at the end of September. “Thank God it didn’t happen during the U.S. Open,” said Bobby Abdel, a partner at Jack’s Surfboards, whose flagship store is directly across from the beach in Huntington. “Can you imagine?” Jack’s has already noticed a drop in traffic as people avoid Huntington Beach because of the spill and the negative publicity. “There’s no...