l Train your team like it’ s a core service. Education drives numbers; coaching retail is a skill, not a side note.

CAROL PHILLIPS:“ You can go onto YouTube and learn how to boil an egg. That does not make you a chef. And if your team isn’ t making their numbers, and you’ re not training them, you don’ t get to kvetch about it.”

l Treat retail as its own business unit. Approach merchandising and metrics with the same rigor as service revenue.

MATTHEW PUNSALAN:“ Don’ t treat retail as ancillary revenue. Treat it as its own industry, because it’ s successful. Don’ t let the department store booths outsell you. Know what they’ re doing, what they’ re good at— and apply it to what we’ re doing.”

l Reclaim your role as the original influencer. Licensed professionals already hold guest trust— use it to lead retail decisions again.

MEGAN JASPER:“ The hairdresser, the esthetician— they were the original influencer, and we’ ve let social media take it away from us. For us this year, our whole commitment is to take influencing back and bring it back to the licensed professional.”

l Never stop learning— or trying new ideas. Partnerships, testing and iteration keep retail culture fresh and relevant.

TIFFANY WILLIE:“ Allow yourself to never stop learning. When you have great connections within your company or your vendor partnerships, try any suggested recommendations that we can provide to you. And if it doesn’ t work out for your business, that’ s okay. At least you should try, and then go on to the next opportunity to learn and try something new and unique for your specific company.”

PULSE n DECEMBER 2025 / JANUARY 2026 57