Let’s get one thing straight: the internet didn’t kill in-person shopping. Apathy did. Indifference. Salespeople who know less about their products than a distracted teenager scrolling Reddit.And that?
That’s great news. Because in a world filled with apps, bots, and automated everything, real human connection isn’t outdated—it’s a superpower. The truth is, people still crave confidence when they buy.
They just can’t find it anymore. So they settle for research. Reviews. Return policies. Anything to avoid dealing with someone who adds no value. But what if we flipped that?
THE WI-FI WAKEUP CALL
A few weeks back, there was a plan to upgrade the home Wi-Fi. Ordered a mesh system online and chose in-store pickup—figured it’d be faster.
Best Buy had it in stock, and the store was just down the road.Except it didn’t happen that way. Days passed. The pickup window nearly expired. Not because the product wasn’t ready, but because going to the store had become so unnatural, it kept falling off the radar.
In a world of doorstep deliveries and auto-ship groceries, in-store pickup felt like driving to a payphone.But finally, the trip was made. Arrived at 9 AM… and the store didn’t open until 10. So it turned into breakfast at Chick-fil-A and a bit of people-watching.
At 10 sharp, walking back over to Best Buy revealed a crowd—a mob of shoppers waiting to get inside the store. On a Friday morning.And they weren’t just there for pickups. They were browsing. Milling. Shopping.So much for the myth that everyone’s gone fully digital.
THE SKI SHOP LETDOWN
Another moment. This time, standing in a mountain village shop, post-ski trip. No plans to buy—just browsing.
But something caught the eye: next-gen ski jackets. Lightweight, warm, sleek. No more layering like an onion—these coats had some kind of built-in insulation magic. Tried one on. Then another. The curiosity turned into real buying intent.
I Asked the salesperson, “What is this material? What makes this better?”The response? “I think it’s called… Pre-Move. But it’s not down.”Not down?
Thanks. That cleared nothing up. She didn’t know the difference between the two jackets. Didn’t even know the pricing. Claimed one cost more—turns out, it didn’t.
She was just guessing.So the sale walked out the door.The research got done later. The jacket was purchased—but not from that store.
Not even from Amazon. Bought it directly from the manufacturer’s website. On sale. Shipped home. Better price, better experience, zero help from the person paid to help.
THE BIG POINT
People aren’t avoiding stores because they love screens. They’re avoiding stores because the people inside them often add nothing.They don’t want less interaction. They want better interaction.They want someone who:
- Knows the product inside and out
- Can explain what matters and what doesn’t
- Guides them to the right decision with confidence
And that’s the true role of the modern salesperson: not to push, pitch, or pounce—but to provide confidence.The internet has trained people to believe they have to become their own experts.
But most people don’t want to. They just feel like they have to, because the experts are missing in action.The opportunity? Be the shortcut.
- Be the expert. Be the one who gives people back their time, their trust, and their certainty.
4 LEADERSHIP SKILLS THAT MAKE IT HAPPEN
1. Conflict ResolutionGreat leaders don’t avoid conflict—they resolve it. They spot it early, name it, and move through it productively. Whether it’s between departments, teammates, or customers, unresolved conflict halts progress. Learn to navigate it, and you unlock momentum others can’t.
2. StorytellingPeople don’t remember facts. They remember stories. It’s how humans have learned, connected, and evolved for millennia. Mastering the craft of storytelling means you can teach without lecturing, sell without selling, and lead without demanding.
3. Creating UnityShared goals and physical proximity are the ingredients of team cohesion. When silos or cliques form—or someone becomes the office “black sheep”—the fix is simple: bring people together, in space and in mission. Reconnect them to the cause and to each other.
4. Activating Autonomy Leadership isn’t about having all the answers. It’s about building people who don’t need you to have them. True autonomy means your team can take action without hand-holding. It’s scary at first—but it’s how you grow leaders instead of followers.
FINAL THOUGHT
Technology didn’t replace the salesperson.Lack of confidence did.But when you’ve got real knowledge, real energy, and real empathy—there’s no substitute. Not a video, not a chatbot, not an algorithm.So forget trying to out-tech the internet. Win the old-fashioned way:
Less tech. More talk.
