If you’ve ever wondered what store managers do day-to-day, you’re in the right place. 

While it may look like simple customer service on the surface, strong retail leadership requires quick problem-solving, creative solutions, and a deep love for the community. 

Scotch Kurtenbach, owner and designer of Timber & Fieldstone in Chatsworth, Illinois, offers a real-world glimpse into the life of a successful retail manager. 

Here’s how she tackles a typical day and why her approach can inspire retail managers everywhere.

1. Start the Day with a Creative Mindset

So, what do retail managers do? First, they have to set the tone for the day. To ensure the customer experience is positive, memorable, and visually inviting, Scotch starts her day by creatively updating her space. You’ll often find her refreshing product displays, rotating seasonal themes, and making sure the store feels inspiring.

“When I put the curtains on the windows, and I’m in here changing everything around, and then I get to take those curtains off and show that big reveal and the excitement from everybody, I just love it,” says Scotch. ​

When you start the day with a creative mindset, the rest of your day will fall into place. Make sure to keep your layout fresh to encourage customers to visit often. Set up fun displays to leave them feeling energized with each visit. A few visual changes every week can keep even loyal shoppers curious and engaged.

2. Handle Inventory and Ordering

Inventory management is a huge part of what a store manager does. For Scotch, that means personally selecting and ordering every piece of merchandise based on customer demand and seasonal trends.

Her inventory includes:

• Everyday home décor like rugs, vases, and wall art
• Highly realistic faux florals for year-round decorating
• Baby gifts, candles, jewelry, and local artisan products

If you’re looking to better your inventory strategy, stay a season ahead. This will make your latest arrivals feel new and relevant to shoppers. 

3. Build Genuine Customer Connections

Another vital part of what a retail manager does is foster genuine customer relationships by creating a welcoming sales experience, not by pushing for a sale every time. Scotch and her team focus on being helpful, not forceful, so customers feel at ease while browsing.

By taking the pressure off and focusing on welcoming service, Scotch has created a space where her customers feel comfortable returning and staying for a while. 

Here’s the thing: just because you’re not pushing sales doesn’t mean you’re losing out on business. A warm greeting, a genuine compliment, and a space to shop freely can make your customers feel valued and excited to return.

4. Manage Administrative Responsibilities

Managing a retail business comes with significant responsibilities. While Scotch does take the time to smile at customers and build genuine connections with her team, she spends most of her day handling the “invisible” tasks that keep the business afloat. Payroll, taxes, filing LLC paperwork, communicating with suppliers, and ensuring compliance with changing small business regulations are just a few of the pertinent tasks she has to handle.

If you’re a small retailer that can’t find time to accomplish your operational tasks, try blocking off dedicated admin time on quieter store days. This will prevent essential paperwork from piling up while still giving you time to do what you love most: connecting with your customers.

5. Oversee Marketing and Promotion

You can’t run a business without some great marketing. A big slice of what Scotch does daily involves everyday promotion, primarily through social media marketing. Scotch consistently posts photos, product highlights, store tours, and styling tips on Instagram and Meta.

Her ability to share the store’s story online has built a community of followers who feel connected to Timber and Fieldstone, even when they aren’t shopping in person.

Looking to do the same? One of the best ways to connect with customers is to share authentic, behind-the-scenes moments on social media. Whether you’re a local retailer or a corporate giant, customers love getting to know the people and stories behind a brand.

6. Problem-Solve and Pivot Quickly

No two days are the same when you manage a retail store. Scotch frequently has to adjust for supplier issues, unexpected slowdowns, staffing challenges, or even weather that affects customer traffic.

One key lesson you’ll learn as a retail manager is mastering the art of quick pivots without disrupting the customer experience.

The key here is always to have a Plan B. Having a backup plan for big, unexpected inventory orders or major sales events can help you adapt quickly to challenges without the extra stress.

7. Strengthen Community Ties

Finally, an essential and often overlooked part of retail management is community building. Scotch has managed to weave Timber & Fieldstone into the fabric of Chatsworth life. 

Locals take pride in the store, referring to it as “our store,” and support it by bringing friends in and promoting it online. Their enthusiasm has turned the shop into a word-of-mouth favorite, drawing visitors in and creating a ripple effect of support. It’s made Timber & Fieldstone a powerful example of retail done right.

As a retailer, your connection to the community is everything. To strengthen your community ties, dedicate time every month to partner with local organizations, schools, or nonprofits. This will keep your brand visible and valuable to your town.

Conclusion

Understanding what a retail manager does means looking beyond the surface. Scotch Kurtenbach’s daily routine at Timber & Fieldstone shows that great managers mix dedication, creativity, and business savvy.

Whether you’re curating beautiful displays, handling administrative tasks, supporting customers, or staying active in the community, the role of a retail manager is dynamic and deeply rewarding.

Want to learn about more retailers and their journey to retail success? Read more inspiring stories from retail leaders across Illinois who are making a difference.

If you loved learning about the Timber and Fieldstone story and know a retailer who deserves recognition, Nominate A Retailer to submit your nomination!