Recently, I read an article by Bob Phibbs, better known as The Retail Doctor, titled
“7 Critical Service Failures Driving Customers Away (And How Training Solves Them)” — and it hit so close to home, I knew I had to share it.

Bob highlights the very real service crisis happening across brick-and-mortar retail:

Retail training isn’t a luxury anymore. It’s survival.

The article shares a scene that could happen almost anywhere:

A customer, ready to purchase a high-end coat, wanders a prestigious department store for 15 minutes without a single employee acknowledging him. Some associates are absorbed in their phones, others are deep in conversation—but nobody helps the customer, and the opportunity is lost.

Bob goes on to outline seven critical service failures that are now driving customers away:

• The collapse of basic customer service

• Employees are distracted by their phones

• Lack of leadership and management standards

• The missed opportunity to compete with online shopping through personal service

• Generational gaps caused by a lack of training

• Scientific proof that human engagement boosts sales

• The critical need for training is as an investment, not an expense

And I have to say... I wasn’t surprised.

A Personal Experience That Made It Crystal Clear

Just a few weeks ago, I had a very similar experience myself.

I walked into a boutique ready to buy wide-leg jeans. I tried a pair on, realized I needed a different size, and poked my head out of the fitting room—hoping someone would notice.

But the staff was too busy chatting amongst themselves to even make eye contact.

There I was, half-dressed, trying to catch someone’s attention... and nothing.
Finally, I got fully dressed again, found the right size myself, and went back in.
At checkout, they asked me four times if someone had helped me (so they could get credit).
The truth was... no one had.

It was frustrating — but even more, it was a missed opportunity.

 

Why This Matters for Our Boutiques

This experience — and Bob Phibbs’ article — point to a bigger truth:

Training is the missing piece.

Training in how to:

• Approach and genuinely assist customers

• Engage authentically, not just superficially

• Understand products as solutions to customer needs

At ADA Collection, we offer personal training — led by me, the founder and designer — because we know belts aren’t just accessories. They’re powerful styling tools that solve real problems for women. It still surprises me when I offer free training and hear “no thank you,” even when I also hear how slow things are in-store across all merchandise.

Training Isn’t Optional. It’s Your Secret Weapon.

As Bob Phibbs points out—and as neuroscience research now confirms—human engagement directly boosts sales.
It’s not enough to have merchandise.
It’s not enough to have staff present.
It’s the quality of engagement that drives purchasing decisions.

Especially now — when store traffic is slower and every single customer matters, training is your greatest competitive advantage.

How We’re Supporting Our Boutiques

We’re here to:

• Teach your team quick, powerful styling techniques that increase conversion

• Show how belts transform existing inventory (without requiring big new buys)

• Help your staff feel confident, connected, and capable

Because when your team is truly engaged, your sales will follow.

If you’d like to schedule a complimentary styling training for your team (virtual or in-person), we’re ready to support you. Let’s turn every customer interaction into an opportunity.

Book Your Complimentary Styling Training Now!

Training isn’t an expense—it’s an investment in your store’s success.