28 Retail Quotes That Inspire
Being a retailer can be incredibly rewarding, but it’s not easy.
There are some days where you need a little extra motivation and inspiration to remind you why you got into this business in the first place.
Whether you’ve hit a rough patch or you’re just looking to shake things up, there’s nothing like an inspirational quote to get you motivated. At Lightspeed, we’re all about helping retailers be the best they can be, which is why we’ve put together a list of our favorite inspirational quotes from some of the world’s most successful retailers, coaches and business moguls.
Read their words of wisdom and share the ones that speak to you with your teams whenever you need a boost.
On the customer experience
People are always going to go shopping. A lot of our effort is just ‘how do we make the retail experience a great one?
– Phillip Green, Chairman, Arcadia Group
Key takeaway: One of the most important differentiators between you and your competitors is the experience you provide. The easiest way to ensure customers enjoy themselves is by providing high levels of customer service.
On being memorable
You walk into a retail store, whatever it is, and if there’s a sense of entertainment and excitement and electricity, you wanna be there.
– Howard Schultz, CEO, Starbucks
Key takeaway: When creating the retail experience, you need to be sure that it’s a memorable one. With so much clutter in the market, retailers need to provide customers with a reason to spend their time and money.
On caring
Your customer doesn’t care how much you know until they know how much you care.
– Damon Richards
Key takeaway: You could have all the information in the world, but if the customer doesn’t trust you, it’s worthless. Before selling the customer on the product, show them that you have their best intentions at heart and actually care.
On being customer-focused
Retail is a customer business. You’re trying to take care of the customer—solve something for the customer. And there’s no way to learn that in the classroom or in the corner office, or away from the customer. You’ve got to be in front of the customer.
– Erik Nordstrom, President, Nordstrom Direct
Key takeaway: While it’s easy to fall into a sales mindset, don’t let that blind you from the fact that customers want you to take care of them and propose solutions that help them.
On consumer trust
Our brands—Nike, Converse, Jordan Brand and Hurley—are loved by customers all over the world. But we never take that for granted; we know that every day we have to earn their trust—by serving them completely and adding real value to their lives through products and experiences.
– Mark Parker, CEO, Nike
Key takeaway: Earning your customers’ trust is done by not taking their business for granted, adding value to their lives and helping them solve problems.
On consistency
People like consistency. Whether it’s a store or a restaurant, they want to come in and see what you are famous for.
– Mickey Drexler, Former CEO and current Chairman, J. Crew Group
Key takeaway: Customers value consistency. Assure that your retail experience meets and exceeds their expectations.
On technology
It is a well-known fact that bringing in technologies in the retail sector is good for customers.
– N. R. Narayana Murthy, co-Founder, Infosys
Key takeaway: The best retailers use technology to improve their effectiveness and customer experience. Think about what tools you’re currently using to run your store. Is there room for improvement? Would an upgrade save you money? Never be shy to embrace new technology.
On memory
You cannot run a successful retail business from memory.
– Josh Hartford
Key takeaway: As well as you might know your business, very few people can run a shop without some tracking system. From inventory to customer purchases, the right systems will make it easier for you to operate from day-to-day.
On greeting customers
The thing is, I don’t want to be sold to when I walk into a store. I want to be welcomed.
– Angela Ahrendts, former SVP of Retail, Apple Inc.
Key takeaway: Sometimes we place so much emphasis on sales that we forget to create a human experience where customers feel welcomed. Never forget to create a warm, inviting experience—and that starts with saying hello.
On enriching your customers’ lives
Their job is to figure out what you need and help you get it, even if it’s a product Apple doesn’t carry. Compare that with other retailers where the emphasis is on cross-selling and upsetting and, basically, encouraging customers to buy more, even if they don’t want or need it. That doesn’t enrich their lives, and it doesn’t deepen the retailer’s relationship with them. It just makes their wallets lighter.
– Ron Johnson, former SVP of Retail at Apple
Key takeaway: Encourage your sales employees to quit the hard sales and pressure tactics. It’s self-serving and unappreciated by customers. While sales are important, it shouldn’t be your sales associate’s only motivator. Customer relationships are what determines loyalty and repeat visits.
On pressure sales
This was one of my most important principles: Never have a mandatory sell. This rule gets violated all the time; it just drives me nuts. ‘Buy now!’ You should never give an order to a customer.
– Joe Coulombe, Founder, Trader Joe’s
Key takeaway: Nobody likes a hard sell or pressure tactics. When you’re selling, you need to be tactful and let the customer come to the decision on their own terms.The aggressive, hard-sales approach backfires more often than not.
On company culture
Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.
– Tony Hsieh, CEO, Zappos
Key takeaway: A retail store’s sales associates are their number one brand ambassadors. When they’re happy, they’re more likely to take great care of your customers.
On leadership
When you look at the reasons people leave companies, it’s usually because their boss is a jerk or because they aren’t learning and growing. So we spend a lot of time developing leaders internally and creating learning opportunities.
– Neil Blumenthal, CEO, Warby Parker
Key takeaway: Would you stay at a job where you weren’t happy? We didn’t think so. Focus on giving employees opportunities to grow and treating everyone with compassion.
On employee happiness
Too many businesses today are based on driving prices lower by screwing over somebody: pounding suppliers or squeezing employees. We’re the opposite. We put our employees first. If you take care of them, they will take care of your customers better than anybody else.
– Kip Tindell, CEO, Container Store
Key takeaway: Take care of your employees, and they’ll take better care of your customers.
On the future of brick-and-mortar
I was reading all these reports that were down on retail brick-and-mortar, saying it’s all about online…I think brick-and-mortar is an amazing opportunity to use our stores and our store staff as a vehicle to truly engage with the community in a way no other retailers are doing.
– Jim Brett, President, West Elm
Key takeaway: While eCommerce has changed the way people shop forever, that doesn’t mean brick-and-mortar is dead. In fact, it’s one of the best touchpoints retailers can use to build relationships one-on-one with their customers.
On customer feedback
Your most unhappy customers are your greatest source of learning.
– Bill Gates, Founder, Microsoft
Key takeaway: While it’s easy to take feedback personally (after all, it’s your business they’re talking about), customer feedback is incredibly valuable. If you want to improve your products, customer—show them that you take their feedback to heart and will use it to improve.
On curiosity
Like most retailers, we don’t know exactly where we will land at the end of it but our curiosity and willingness to create will be a guide for us.
– Jesper Brodin, CEO, Ikea
Key takeaway: Sometimes, you have nothing but a gut instinct for what you think will work—especially if your idea never existed before. Oftentimes, the best ideas come from the willingness and curiosity to create something different.
On innovation
I learned to push the envelope when it comes to asking questions or making requests. And if you hear ’that’s not possible,’ then ask ‘what is possible,’ instead of just saying thank you and leaving. But also to think creatively about problem-solving.
– Emily Weiss, Founder, Glossier
Key takeaway: Innovative ideas often come with pushback from others. Rather than get defeated by people telling you what isn’t possible, focus on what is possible and don’t let them off the hook until you make progress towards your goals.
On goal-setting
Setting goals is the first step in turning the invisible into the visible.
– Tony Robbins, Author
Key takeaway: Turning your dreams into a reality starts with verbalizing them and making them real.
On making mistakes
Sometimes when you innovate, you make mistakes. It’s best to admit them quickly and get on with improving your other innovations.
– Steve Jobs, co-Founder, Apple Inc.
Key takeaway: Don’t be afraid to make mistakes. Fail fast and find what works.
On work ethic
You can’t build a reputation on what you are going to do.
– Henry Ford, Founder, Ford Motors
Key takeaway: Don’t be just a thinker, be a doer, too.
On mindset
Whether you think you can or you think you can’t, you’re right.
– Henry Ford, Founder, Ford Motors
Key takeaway: Mindset changes everything. Believe you can achieve your goals and your probability of success is much higher.
On corporate social responsibility (CSR)
Why are you doing this? How are you making a difference? What is your reason for being, besides making money? There is no engine or vehicle like business to make a difference.
– Walter Robb, Co-CEO, Whole Foods
Key takeaway: There’s more to business than making money. Whether it’s cutting down on Increasingly, it’s the brands that are helping the world be a better place that come out on top.
On fundraising
I approached fundraising as an opportunity to align myself with partners who have more varied experience and diverse backgrounds than I do to help bring Glossier to life.
– Emily Weiss, Founder, Glossier
Key takeaway: When you’re looking for investors, try finding ones that have skills that you don’t have. Lean on them for what they know and become a better entrepreneur and leader as a result.
On partnerships
The biggest sources of opportunity are collaboration and partnership. And today, with digital communication, there is more of that everywhere. We need to expose ourselves to that as a matter or doing business.
– Mark Parker, CEO, Nike
Key takeaway: The internet is a wonderful tool. Use it to connect and partner with other businesses and collaborate with one another to forge mutually-beneficial relationships.
On time-management
It has been my observation that most people get ahead during the time that others waste.
– Henry Ford, Founder, Ford Motors
Key takeaway: Of course, work/life balance is important. Just know that while other people waste time with excessive coffee breaks or browsing their Facebook feed, you can be threading the needle and growing your business.
On being solutions-oriented
You can make a million excuses for why something didn’t go well, but ultimately, just fix it and get on with it. Be a solutions person.
– Emily Weiss, Founder, Glossier
Key takeaway: Instead of focusing on excuses, focus on solutions.
On store design
My company is an extension of me, so when I designed my stores I wanted people to feel that they were in my home.
– Tory Burch, Founder & Creative Director, Tory Burch
Key takeaway: Brick-and-mortar stores are an opportunity to showcase your brand’s personality. Take that opportunity to get creative and show customers what you’re all about.
What’s your favorite quote? Share it with us in the comments!
