Still In The Fight is a podcast for leaders who believe the best lessons aren't learned in classrooms—they're earned on the front lines. Hosted by retail veterans Art Freedman, Mike Costello, and Rob Feiler, each episode features honest, unscripted conversations about leadership, culture, customer service, business growth, and the challenges of building great teams. Whether you're leading a retail store, a business, or a team, you'll find practical ideas, real stories, and actionable insights to help you keep learning, keep growing, and stay in the fight.
S2 E6 - Still in the Fight - Where Should a Store Manager Spend Their Time?
Why is the store manager arguably the most important position in a retail company? In this episode of Still in the Fight, Art, Mike, and Rob dive deep into the day-to-day realities of running a store. They break down how 8 to 10 hours of a store manager's time should actually be prioritized to create the highest impact on business success.
Discover why spending the majority of your time on the sales floor, developing people through "training moments," establishing consistent routines, and implementing the golden rule of "never work alone" can transform a struggling store into a thriving one.
📌 Key Takeaways & Topics Covered:
• The Inverted Pyramid: Why store managers (and the frontline staff) sit at the very top of a company's success tree, while the CEO sits at the bottom.
• The Power of Routine: How a repeatable, predictable daily routine helps managers navigate the whirlwind of a retail business.
• Where the Time Goes: Breaking down the 75% rule for the sales floor—balancing customer engagement, employee coaching, and merchandising standards.
• The Office Trap: Why spending hours locked away in an office is a red flag, and how administrative tasks should take 10% or less of your day.
• W.E.A.D. (Walk Every Aisle Daily): Art’s core acronym for how store managers can spot problems quickly, know their business inside and out, and drive results.
⏱️ Episode Chapters:
• 00:00 - Introduction: Why the Store Manager is the Most Important Job in Retail
• 02:58 - The Secret Weapon of Great Store Managers: Routine
• 05:22 - Developing People & The "Don't Train Them, Don't Blame Them" Rule
• 07:36 - Training on the Fly: Blending Customer Service with Employee Coaching
• 12:09 - Art’s Morning Routine & The History of Walking Every Aisle
• 17:23 - Managing Administrative Tasks and Escaping the Office Trap
• 22:46 - The Importance of the Daily Team Huddle
• 25:55 - The Golden Rule: Never Work Alone
• 27:35 - Final Thoughts & Appreciation for Frontline Leaders
🎧 Connect with Us:
• Podcast: Still in the Fight
• Make sure to Like, Comment, and Subscribe for more insights on leadership, retail management, and staying in the fight!
27 Oct 2026
S2 E5 - Still in the Fight - Where Does the Dollar Go?
Ever wonder what frontline retail employees think happens to every dollar that comes through the register? (Hint: Most untrained staff think up to 50 cents is pure profit!)
In this episode of Still in the Fight, Art Friedman, Mike, and Rob break down the retail P&L using a literal dollar bill. They tear away piece by piece to reveal the hard reality of where every cent actually goes—from inventory and payroll to occupancy, general expenses, and marketing—leaving only a razor-thin bottom line.
Discover how independent retailers and store leaders can educate their teams, tighten operational levers, and drive the top-line growth needed to double their profits.
🔑 Key Takeaways in This Episode:
The Employee Perception Gap: Why new and frontline staff often vastly overestimate retail profit margins and how that misunderstanding creates management challenges.
The Anatomy of a Dollar: A visual, tear-away breakdown of inventory costs (58¢), payroll (19¢), occupancy (11¢), general expenses (6¢), and marketing (3¢), leaving a slim 3% profit margin.
Controllable vs. Uncontrollable Levers: How to optimize gross margins, manage payroll efficiently without hurting team morale, and maximize marketing ROI.
The Power of Top-Line Growth: Why high-performing retailers focus heavily on driving sales volume to naturally compress fixed costs like occupancy.
Pennies Matter: Practical examples of how everyday store care (like fixing a torn bag of bark) protects your bottom line.
⏱️ Episode Chapters / Timestamps:
0:00 - Intro: What do employees think happens to a dollar at the register?
3:38 - The Big Dollar Bill: Breaking down the first 58 cents of inventory
9:40 - The Cost of Payroll: Managing 19 cents of labor and avoiding the retail "death spiral"
17:15 - Occupancy Costs: Dealing with rent, utilities, and fixed overhead
20:04 - General Expenses & Credit Card Fees
21:04 - Marketing & Advertising: Why cutting your 3% marketing budget is a trap
24:33 - What High-Performing Retailers Do Differently
27:38 - Taxes, Realities, and Why It's Okay to Make Money
33:28 - Actionable Challenges: 3 ways to squeeze an extra penny and double your bottom line
🛒 Connect with Still in the Fight:
Retail leadership lessons from the front lines. If you are a retailer or store leader fighting the daily battle, hit Subscribe and join the conversation!
#RetailLeadership #HardwareStore #SmallBusiness #RetailManagement #ProfitMargins #StillInTheFight
20 Oct 2026
S2 E4 - Still in the Fight - Do You Want Your Staff to Care?
Do you want your employees to care about your business, their teammates, and your customers? Of course you do—but you can’t mandate care through policy or orders. If you want your staff to care about the business, they first need to know how much you care about them as people.
In this episode of Still in the Fight, Art, Rob, and Mike discuss the leadership behaviors that foster genuine commitment and engagement across retail teams. From showing authentic appreciation to establishing clear growth pathways, they break down actionable strategies to move beyond task management and build a caring team culture.
In this episode, we cover:
Results vs. People: Are you prioritizing the outcome or the individuals driving it?
Fulfilling Core Needs: Addressing appreciation, trust, importance, and feeling heard.
The "10 Pebbles" Strategy: A simple daily ritual to ensure consistent employee recognition.
Empowerment in Action: What we can learn from Ritz-Carlton's legendary customer service story, "Joshi the Giraffe".
Connecting to the "Why": Showing every employee how their role impacts the customer and the mission.
Empathy over Enforcement: Handling attendance and performance issues with understanding first.
The Mirror Test: Why leadership self-reflection is the ultimate key to fixing team culture.
Timestamps:
00:00 - Introduction: Can You Force Employees to Care?
01:50 - Do You Care About Results or People?
04:19 - Meeting Core Human Needs in Leadership
06:16 - Connecting Every Role to the "Why"
08:36 - The Leader’s Hidden Impact on Team Morale
12:15 - The "10 Pebbles" Story: Daily Habits for Appreciation
15:45 - Empowering Frontline Staff
16:50 - Customer Experience Case Study: Ritz-Carlton & Joshi the Giraffe
19:02 - The 3 Qualities of Employees under Strong Leadership
21:37 - Showing Career Pathways and Growth Potential
24:16 - Leading with Empathy in Tough Situations
27:47 - Wrap-Up & Final Leadership Takeaways
Key Takeaways & Mentions:
Framework: Maslow's Hierarchy of Needs
Story: The Ritz-Carlton's "Joshi the Giraffe" Customer Experience
If you found value in this discussion, please like, comment, and subscribe for more real-world retail leadership lessons!
#RetailLeadership #EmployeeEngagement #LeadershipDevelopment #StillInTheFight #Management #BusinessCulture #RetailOperations
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Apple Podcasts (US)
5.0 / 5
12 ratings
Spotify
5.0 / 5
1 ratings
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