Sorry, It's Discontinued

What makes a great leader in retail?

In this Mini episode, Hilary shares what truly defines strong leadership behind the counter — from trust and respect to emotional labor and leading with humanity. Drawing from her experience as a former luxury beauty manager, she breaks down how great leaders support schedules, use individual strengths, recognize effort, and create environments where teams feel valued and empowered.

This episode a...

Stock shortages have always existed in retail — but today, the pressure they create is heavier than ever. In this episode of Sorry, It’s Discontinued, Hilary explores what really happens when stores don’t have the inventory they need, and how selling from empty shelves affects retail workers, small brands, and customer trust.

From shallow assortments and inconsistent replenishment to buyer limitations and behind-the-scenes financial...

This Monday Mini is a quick check-in for the Retail Fam.
 Crunch time is here, hours are longer, and the demands are heavier. This episode is a reminder to pause, check in with yourself, and remember that you can’t show up for everyone else if you’re not showing up for yourself.

💋Have a discontinued favorite or retail story? Share it with Hilary here!

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Step behind the fragrance counter for an honest look at the unspoken rules of fragrance shopping — the bottle sniffers, the silent walk-ups, the loud interrupters, and the customers who expect the world for a tiny purchase.

Fragrance should be joyful… but behind the counter are humans navigating goals, pressure, and the emotional weight of customer interactions.

This episode is a reminder that retail workers aren’t “less than” — and ...

Why are stores feeling emptier?
 Why are associates juggling five jobs at once?
 And why does online seem to get all the perks?

In today’s Monday Mini, Hilary explains the real reasons behind the retail shift — and why choosing to shop in-store makes a bigger difference than most people realize. You’ll also learn how to support your local stores without even stepping inside.

A simple, honest breakdown of what’s happening — an...

In this episode, Hilary takes you back to 1907, when Neiman Marcus opened its doors under unexpected circumstances — with only one founder present on opening day. From its fragile beginnings to the 1913 fire, the ambitious rebuild, and the rise of Stanley Marcus, this is the story of how a small 50-foot storefront in Dallas became one of the most influential names in American fashion.

You’ll hear how Chanel’s visit to Dallas shaped ...

This week, we’re diving into the real history behind Black Friday, how the 2000s  pushed retail into full holiday overdrive, what it was really like inside major stores during December, and how COVID briefly changed everything. From long hours and blackout dates to the magic moments only retail workers understand, this episode breaks down why holiday schedules feel so heavy — and why joy still finds a way to show up.

💋Have a discon...

The holidays feel magical for shoppers… but for retail workers, December often feels like a marathon you never trained for.
 In Part 1 of this two-episode series, we’re taking a step back — way back — to uncover how holiday retail schedules were built over the last 100 years.

From the glamorous department store palaces of the 1920s…
 to the bustling mall culture of the 80s…
 to the big-box boom of the 90s…

We’re exploring...

it’s time to say the quiet parts out loud.

In this episode, Hilary welcomes back her longtime friend and fellow retail veteran, Phaedra, for a raw, real, and surprisingly relatable conversation about the triggers, stress, and emotional toll that come with a life behind the counter.

From morning meeting call-outs and impossible goals, to holiday chaos, demanding clients, toxic leadership, and the constant pressure to perform — we brea...

In this episode, we explore what it’s really like working on commission in luxury retail, including new sales programs like Saks Global’s Seller Success Track.
 We discuss pressure, client relationships, burnout, and how sales goals impact departments like beauty, fragrance, RTW, shoes, jewelry, and men’s.
 Perfect for anyone working retail, managing a sales team, or curious about the emotional side of the luxury customer e...

In this episode of Sorry, It’s Discontinued, Hilary gets real about the “Mean Girl” energy that can take over retail counters, back rooms, and even leadership meetings — and how fear-based goals, gossip, and competition can destroy teamwork.

From luxury beauty floors to corporate sales meetings, Hilary unpacks what really happens when kindness gets mistaken for weakness — and why choosing grace, empathy, and integrity will always be...

You can smell it before you walk through the door — the scent of luxury, competition, and pure chaos. In this episode of Sorry, It’s Discontinued, Hilary dives into the fascinating world of fragrance: where brands battle for attention, associates fight for their goals, and every bottle tells a story.

From billion-dollar perfume houses to niche boutiques like The Scent Room in Dallas, Hilary unpacks what makes fragrance one of beauty...

Managers are the heartbeat of retail — the ones who set the tone, inspire their teams, and carry more pressure than most people ever realize. In this episode, Hilary explores the emotional and practical realities of leadership behind the counter — from department and counter managers to store directors.

She shares personal stories about the leaders who shaped her career — the ones who lifted her up and the ones who taught her what n...

In this follow-up to my first customer service episode, I’m taking a deeper look at how service has evolved — from the golden age of department stores and handwritten thank-you notes to today’s fast-paced, digital-first world.

We’ll revisit the days when service meant connection, kindness, and care, and explore how the meaning of “helping people” has changed in a culture that wants everything now.

From tea rooms and beauty counters t...

In this episode of Sorry, It’s Discontinued, Hilary takes you behind the counter to explore the evolution of customer service in retail—from the early days of luxury department stores with tea rooms, lounges, and unconditional returns, to today’s digital era of virtual styling, curbside pickup, and “complimentary” beauty events.

Hilary unpacks the hidden costs of pampering services like makeovers, spa days, and artistry appointments...

In this episode of Sorry, It’s Discontinued, Hilary sits down with Phaedra to talk about her journey from growing up in Houston to building a career rooted in fashion and leadership. With her start at Nordstrom, Phaedra was mentored by incredible women who recognized her potential and helped shape her path—eventually leading her to become a Brand Account Executive with Nest Fragrances.

Along the way, she’s been guided by the powerfu...

This episode dives into the often-overlooked health impacts of working in retail, especially the conditions lurking behind the scenes in stock rooms. From dust-covered vents to hidden mold and construction , these environments can take a serious toll on the physical well-being of associates. Beyond the polished counters and luxury displays, the reality is that poor air quality and neglected maintenance create long-term challenges f...

In this episode, we’re pulling back the curtain on the reality of retail and sales culture. Too often, the pressure to hit numbers pushes us to skip meals, rush through breaks, or put our own well-being last—all in the name of keeping the floor running. But are things really improving when it comes to how companies value rest?

Join me as I share personal stories and real talk about the culture of breaks, the hidden ways we shortchan...

In this episode of 'Sorry It's Discontinued', host Hilary delves into the often overlooked experiences of retail employees during store visits. She shares personal anecdotes and insights about the anticipation, preparation, and emotional toll these visits can take on staff. The conversation highlights the importance of acknowledgment and appreciation from management, as well as the labor rights of employees in the re...