Why Your Retail Staff Training Fails by Monday (And How to Fix It) - Bethany Lucht - Known Studios

<p>Brands have modernised their stores, websites and marketing, but most haven&#39;t looked hard at what happens when a customer walks through the door. </p><p>Ryan (Founder - <a href="https://www.remarkabledigital.com.au/" target="_blank" rel="noopener noreferer">Remarkable Digital</a>) talks with Bethany, founder of <a href="https://www.knownstudios.com.au/" target="_blank" rel="noopener noreferer">Known Studios</a>, who helps fashion, beauty and lifestyle brands like Aje Athletica, Accent Group, Assembly Label, Shona Joy, Nude Lucy and Viktoria &amp; Woods improve their customer experience and store teams. </p><p>Bethany explains the &quot;stalemate&quot; in retail right now: staff are so scared of being pushy that they say nothing, and customers are so wary of being sold to that they shut everyone down. </p><p>She shares why &quot;How are you today?&quot; needs to go, why she treats customers like dinner guests, and why ATV and UPT matter more to store teams than budget. </p><p>Plus, why one great training day isn&#39;t enough, and the app she&#39;s building to help training stick.</p><p>In this episode</p><ul><li>Pre-chat: getting clearer on her niche after five years, and a new app for embedding training</li><li>What Known Studios does, and the brands Bethany works with</li><li>Why Bethany started Known: sitting through outdated training and knowing it wouldn&#39;t work in her own store</li><li><strong>The omnichannel gap:</strong> beautiful brand copy online, then no greeting in store. You often learn more from a website in 30 seconds than from a store visit</li><li>Why in-store conversion is so much higher than online, and why staff need to back up the marketing</li><li>Bethany&#39;s first retail job in the BI-LO deli at 14 and nine months, and choosing fashion over psychology (she now combines both)</li><li>Ryan&#39;s first retail experience at 30, learning from Craig Gaspar at Sports Fever in Perth</li><li><strong>What brings brands to Known:</strong> usually a drop in the numbers, a blanket spending ban, or keeping up with competitors</li><li>Why e-commerce brands opening physical stores are often getting training right</li><li><strong>Head office vs the shop floor:</strong> why Bethany always spends a day or two in stores before writing training, and takes head office&#39;s view &quot;with a grain of salt&quot;</li><li>Regional managers stuck in meetings for 70% of the day, and why reports aren&#39;t gospel</li><li>Ryan&#39;s shout-outs to Ed a