FRONTLINE FRIDAYS S2 EP06: How to Improve Retention, One Store Visit at a Time

Retention is not a policy. It is a person who shows up.

In this episode of Frontline Fridays, host Ron Thurston sits down with Billy Kissel, Head of Stores for the East at Office Depot, to explore why the strongest retention strategies start with leaders who are present, visible, and willing to listen.

With over 35 years of experience across Gap, J.Crew, West Elm, and Office Depot, Billy shares why culture, trust, and genuine presence outweigh any single incentive. He and Ron dig into how great leaders build belief inside their teams, why visibility matters more as teams get smaller, and how recognition works best when it is real and earned.

They also discuss the moment Billy realised compensation was only one part of retention, the power of closing the loop on frontline feedback, and why simple acts like putting your phone away and walking the floor can change the entire rhythm of a store.

If you want to understand what actually keeps people in retail — and why the best cultures are built, not bought — this conversation is a must-watch.

🎧 Why Retention Starts With Leaders Who Show Up — Season 2, Episode 6 is available now.
📌 Timestamps
(01:58) How Ron and Billy first met and built one of their strongest early teams
(04:22) Why compensation matters — but culture is still the core of retention
(05:14) The New York moment that reshaped Billy’s view on paying top performers
(08:08) Why presence and visibility are non-negotiable for effective leadership
(09:45) How Billy scales presence across hundreds of stores and large teams
(11:02) How being seen and humanising leadership builds trust at every level
(12:31) Turning frontline feedback into action — and closing the loop with clarity
(16:15) Why celebrating “winner’s laps” reinforces culture and boosts retention
(20:00) How one internal promotion transformed a previously unmotivated region
(30:31) Billy’s one action every leader should take tomorrow to improve retention

FOLLOW & CONNECT
📱 Instagram:   / frontlinefridayspodcast  
👤 Billy:   / billykissel  
👤 Ron:   / ronthurston  
💡 YOOBIC: https://yoobic.com |   / yoobic