Managing retail would be challenging enough if it was just setting budgets, buying inventory and establishing marketing promotions. When you throw in the human component – staff and customers – you have opened a whole new Pandora’s Box of divergent personalities, hot button issues and unforeseen problems. The more you struggle to balance what appears to be opposing goals, the easier it is to throw your hands up in despair. Thankfully there is a simple solution to this dilemma.
Customer service starts with the way you treat your staff.
- Whatever style you decide to use to keep them in-line may be the one they decide to use on customers who are standing in line.
- You don’t just lose employees when staff is unhappy at work, you lose customers.
- Ideally you want new employees and new customers beating down your door because of the great things they’ve heard about your store, your staff and your products.
You’ve got so much to do and now you’ve got to be a warm fuzzy cheerleader. Before you reject the idea outright, take a look at the jobs that are easier, the problems that are solved, and the money made and saved by having happy employees.
TOP TEN REASONS FOR TREATING STAFF LIKE CUSTOMERS
- Happy employees are enthusiastic on and off the job. They promote even when they’re not working. Money can’t buy the good will that this generates.
- People make emotional connections. It’s fun to shop where you feel the service is great, the attitude is friendly and the morale is high.
- Passionate customers are a direct result of passionate employees.
- When enthusiasm becomes contagious, feedback is great and will often inspire creative brand promotions, theme events and customer (and staff) recognition days.
- When problems rear their ugly heads, a happy sales team will all contribute to the solution. Unhappy employees are at best uninvolved at worst could add negatively to the situation.
- If you can manage your team in a way that inspires confidence, they will pass on the good feelings to customers. The focus moves from clock watching to creative and innovative customer service.
- Training is a key component of the way you treat your staff. No one wants to underperform. In many cases this can be positively affected by training in daily routines and processes required to meet store goals and branding strategies.
- Teaching your staff to be your best ambassadors is time well spent. Make sure they can spot the ideal customer, tell the company story and make connections that build foundations for long term relationships.
- Praise and positive feedback are two of the best things you can give to your employees. Once they know what is expected and that they will be recognized for doing well, they will extend themselves to take care of customers.
- Provide monetary rewards for staff that go above and beyond in meeting the goals of the store. Encourage staff to take ownership for the effectiveness of the business. Ask them, “If you where the owner what would you do?” Whether it’s cash or store discounts or some other financial reward, it is always a good thing when employees have a vested interest in improving the bottom line.
Ten easy to manage steps. Happy staff. Happy customers.
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