LEADERS IN RETAIL - DOUGLAS LOW

Retail is a wonderful industry to be part of and we want to celebrate and share some of the amazing
careers that have been built in Retail.

We are thrilled to have interviewed Doug Low CEO of Incu.
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Doug gives insight into his daily motivation for working in retail and what he sees as a great customer experience.

We’ve long admired Doug and his passion for creating excellent customer experience in all of the Incu stores.

SOR: How and why did you start working in retail?

DL: “I was never allowed to work during school as mum always insisted that I focus on school.
When I started uni, my sister was working at a homewares store and that was my initial foot in the door I needed.”

SOR: Do you have any professional qualifications?

DL:”I’ve got a Bachelor of Media and a Diploma of Public Relations.”

SOR: What do you love about working in retail?

DL: “The people and the challenge of creating the ideal Incu customer experience…
I also love that once you think you’ve got everything under control something is there to push you to improve even more.”

SOR: What has challenged you most during the pandemic?

DL: “Understanding how to effectively grow our digital business, something we’re still trying to learn.”

SOR: What makes a memorable customer experience for you?

DL: “A genuine connection where the staff is looking to help solve the reason a customer comes in.
It could be as wide as helping someone find directions, to purchasing a high ticket item, but when you’ve had bona fide assistance, it can’t be topped.”

SOR: What do you do for your team to make their experience great at work?

DL: “We try to give them autonomy within their roles to try new things and bring their ideas into the business.
We also allow them to be themselves, rather than trying to tell them what they should be.”

SOR: What advice would you give others thinking about a career in retail?

DL: “Enjoy things and soak up all the experience you can no matter how big or small the job may be.”

SOR: Outside of your own brand, what’s your favourite store and why?

DL: “Bunnings is one that I really feel embodies the Australian store experience as it’s the one place that you see a
broad range of demographics going. From the moment you enter and get a sausage sandwich, to the way they
empower you with their help, to their diversity in staff, they really nail it.”

Learn more about Doug and Incu here