How to Unlearn Bad Habits as a Retailer | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

Today, I want you to imagine taking a pitcher of water and pouring it into a glass that's already full. What happens? All the water spills out. So today, I'm talking about how do you train people? And one of the things we tend to forget is you have to unlearn the bad habits, right? So you pretty much have to make a space for new training to take place. Because what you're crew needs to have happen is to extinguish their bad habits, right? So if all they can say is, “Hi. Can I help you find something? Can I help you find something? Can I help you find something," you need to extinguish that before they'll ever be able to accept just saying, good morning, good afternoon, or good evening.

Because a lot of times I'll go through and I'll train people to say that and then they'll be frustrated. The employees don't say it on the floor because what do they do? They go back to what the brain has always done. And that's human nature. We'll go back to whatever the habit is. So to build a new habit, just understand that your crew needs to unlearn whatever the bad habit is before you'll make space for new training.

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