Still in the Fight
- Épisodes
- 72
- Parution
- hebdomadaire
- Dernier épisode
- 10 Nov 2026
À propos du podcast
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.
Épisodes 72
S2 E7 - Still in the Fight - Walking the Competition
When was the last time you walked into a competitor's store as a student, not just a customer?In this episode of Still in the Fight, Art Freedman (Strategy Advisor), Mike Costello (CEO), and Rob Feiler (SVP of …
Notes de l’épisode
When was the last time you walked into a competitor's store as a student, not just a customer?
In this episode of Still in the Fight, Art Freedman (Strategy Advisor), Mike Costello (CEO), and Rob Feiler (SVP of Sales) from Costello’s Ace dive into the strategy, mindset, and practical value of walking your competition. Whether you're analyzing major big-box stores like Home Depot and Lowe's or exploring top-tier regional markets like Nugget Market and Shields, retail visits are essential for continuous improvement.
Tune in as the team shares behind-the-scenes stories from their recent 1,000-mile retail tour across Northern California and Reno, breaking down:
- Why having a specific "mission" or checklist beats a generic store walk every time.
- How to properly engage with competitor staff and customers to extract valuable insights.
- The importance of timing your visits to see competitors at their absolute busiest.
- Shifting your mindset: moving away from petty criticism or feeling defeated, and focusing instead on actionable takeaways to become better than the competition.
- Bonus: Why In-N-Out Burger remains the ultimate road-trip fuel!
Connect with Costello’s Ace:
- Stay connected, keep learning, and stay in the fight!
- Don't forget to Like, Comment, and Subscribe for more retail insights and leadership discussions.
- Visit us at Stillinthefightpodcast.com
#RetailLeadership #CostellosAce #StillInTheFight #RetailStrategy #BusinessPodcast #AceHardware
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 …
Notes de l’épisode
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!
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 …
Notes de l’épisode
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.
- 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
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
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 …
Notes de l’épisode
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
S2 E3 - Still in the Fight - Founder's Mentality
As your business grows, how do you make sure you don’t lose the core strengths that made you successful in the first place? Growth brings complexity—more layers, systems, and distance from your customers and …
Notes de l’épisode
As your business grows, how do you make sure you don’t lose the core strengths that made you successful in the first place? Growth brings complexity—more layers, systems, and distance from your customers and frontline staff.
In this episode of Still in the Fight, Art, Rob, and Mike dive deep into The Founder’s Mentality by Chris Zook and James Allen. They share real-world leadership lessons from Costello’s Ace Hardware, discussing how maintaining an owner's mindset, frontline obsession, and an insurgent mission helped their business scale from 34 stores through the challenges of COVID-19 and beyond.
In this episode, we cover:
- Aim Small, Win Big: Staying surgical and connected to your local community as you scale.
- Frontline Obsession: Why including store managers and frontline feedback in leadership decisions changes everything.
- Embracing Insurgency: Taking bold, proactive steps in online sales, pro delivery, and outbound outreach.
- Failing Fast & Scaling Fast: Building a culture where leaders test new ideas without fear.
- The 2 Essential Questions: How asking your team two simple questions can transform your operations.
Timestamps: 00:00 - Introduction: The Complexity of Growth
01:53 - What Does the Founder’s Mentality Mean to Us?
03:29 - Discovering The Founder’s Mentality & Its Impact
06:00 - How Owner’s Mindset Got Us Through COVID-19
08:28 - The 3 Pillars: Insurgent Mission, Frontline Focus, & Owner's Mindset
10:56 - Bringing the Front Line into Leadership Meetings
14:00 - Designing Systems Around Frontline Feedback
16:57 - Being Insurgent: Pushing E-Commerce & Pro Business
22:23 - Leading from the Front: 12 Bags of Mulch in a Honda Accord
24:10 - Learning Fast, Failing Fast, and Celebrating Piloting
26:51 - Innovation from Store Floor Ideas (Location 5)
28:40 - Reconnecting with Frontline Loops
31:06 - Wrap-Up & Final Takeaways
Key Takeaways & Mentions:
- Book: The Founder’s Mentality by Chris Zook and James Allen
- Concept: Technical Anthropology / Menlo Innovations (Rich Sheridan)
If you enjoyed this episode, please like, comment, and subscribe for more retail leadership lessons from the front lines!
#RetailLeadership #FoundersMentality #BusinessGrowth #Leadership #StillInTheFight #BusinessStrategy #RetailOperations
S2 E2 - Still in the Fight - Protecting Company Assets
What does it really mean to "protect company assets" in retail leadership? In this episode of Still in the Fight, Art, Mike, and Rob challenge the idea that asset protection is just a loss-prevention department …
Notes de l’épisode
What does it really mean to "protect company assets" in retail leadership?
In this episode of Still in the Fight, Art, Mike, and Rob challenge the idea that asset protection is just a loss-prevention department handling cash, inventory, or equipment theft. Instead, they argue that safeguarding assets is a core leadership responsibility that touches every part of the business.
The hosts dive into both tangible and intangible assets—from paint mixers and delivery vans to brand reputation, customer relationships, culture, and time. Through real-world retail stories, they expose common operational pitfalls, such as failing to maintain equipment, denying customer returns out of misplaced pride, and neglecting employee training.
Key Topics Covered:
- Beyond the Tangible: Why people, brand reputation, time, and customer experience are your most vital assets.
- The Leadership Disconnect: Why non-owners often struggle to "see money" in the store and how leaders can bridge that gap.
- "Don't Train Them, Don't Blame Them": How investing in employee competence directly protects brand equity.
- Empowerment over Friction: How frontline problem-solving (like Elder’s "Lifeboat" policy) saves customer loyalty.
Actionable Takeaway: Leaders can take simple steps today to protect time, equipment, and brand value.
S2 E1 - Still in the Fight - Employee Appreciation
Retail Leadership Secrets: Real Employee Appreciation (No Pizza Parties Required)In this episode of Still in the Fight, host Art is joined by co-hosts Mike, Rob, and special guest Erica Fox (Senior Director of …
Notes de l’épisode
Retail Leadership Secrets: Real Employee Appreciation (No Pizza Parties Required)
In this episode of Still in the Fight, host Art is joined by co-hosts Mike, Rob, and special guest Erica Fox (Senior Director of HR at Costello’s) to break down what genuine employee appreciation looks like on the front lines.
Forget generic plaques and pizza parties—we’re talking about the everyday habits that make employees feel heard, valued, and motivated to stick around.
What you’ll learn in this episode:
• Why real appreciation starts with listening and follow-through
• How store leaders can turn recognition into actual career growth pathways
• The power of "Lollipop Moments" and personal touches in leadership
• How to maintain culture and appreciation while scaling from 16 to 60+ locations
Whether you manage a single store or lead a massive team, tune in to discover how simple shifts in daily leadership can transform employee retention and company culture.
👉 Subscribe for more front-line retail leadership lessons!
#RetailLeadership #EmployeeAppreciation #Management #LeadershipDevelopment #StillInTheFight #HRLeadership
S1 E8 (Short) Why Customer Feelings Matter More Than Policy
S1 E8 (Short) Why Customer Feelings Matter More Than Policy
S1 E5 (Short) Business Readiness Score - A Tool for Consistent Feedback
S1 E5 (Short) Business Readiness Score - A Tool for Consistent Feedback
S1 E3 (Short) Embrace the No - Preparing Teams for the Fight
S1 E3 (Short) Embrace the No - Preparing Teams for the Fight
S1 E2 (Short) Training New Staff Through Role Plays
S1 E2 (Short) Training New Staff Through Role Plays
S1 E10 (Short) The Burden and Blessing of Brand Representation
S1 E10 (Short) The Burden and Blessing of Brand Representation
S1 E13 - Still in the Fight - What Matters the Most
This wraps up Season 1 of Still in the Fight!In this finale episode, Art Freedman (Business Coach), Mike Costello (CEO), and Rob Feiler (SVP of Sales) reflect on the biggest takeaways from our first 13 …
Notes de l’épisode
This wraps up Season 1 of Still in the Fight!
In this finale episode, Art Freedman (Business Coach), Mike Costello (CEO), and Rob Feiler (SVP of Sales) reflect on the biggest takeaways from our first 13 episodes. Is there a single "silver bullet" to retail success? No—it’s the combination of daily execution, strong leadership, and putting your people first.
Join us as we recap what matters most on the front lines of retail:
- Shoulder-to-Shoulder Leadership: Why real coaching happens on the sales floor, not behind a desk.
- Ready for Business (W.E.A.D.): The power of walking every aisle daily to drive standards and operational excellence.
- Building a "Yes" Culture: Shifting your mindset to solve problems for your team and your customers.
- Driving Pro/B2B Growth: Moving out of your comfort zone to build sustainable, sticky revenue streams.
Better people + better leaders = better execution and better results. Thank you to everyone who joined us for Season 1!
🔔 Subscribe and hit the notification bell so you don't miss the launch of Season 2!
#RetailLeadership #CostellosAceHardware #RetailManagement #LeadershipDevelopment #StillInTheFight #ProSales #RetailTraining
S1 E2 (Short) Why You're the Key to a New Employee's Success
S1 E2 (Short) Why You're the Key to a New Employee's Success
S1 E8 (Short) The Power of Saying 'No' the Right Way
S1 E8 (Short) The Power of Saying 'No' the Right Way
S1 E5 (Short) Breaking Down the Building Blocks of Greatness
S1 E5 (Short) Breaking Down the Building Blocks of Greatness
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