An often overlooked aspect of effective team management in retail is the power of a brief daily catch-up before the hustle and bustle of the day begins or at shift changeovers. While team meetings are often hard to organise, the significance of dedicating a few minutes once or twice a day to align goals, discuss results, and foster a focused mindset is often underestimated.
Incorporating a short catch-up can significantly impact the day’s outcomes. This brief session allows for a reflection on the previous day’s performance and sets the tone for what needs improvement or maintenance on the current day.
Despite the challenges of implementing these catch-ups, the benefits far outweigh the difficulties. In just 5-10 minutes, a team can shift from a scattered start to a focused and purposeful beginning. Team members become aware of their tasks for the day, increasing the likelihood of a successful outcome.
The Ritz-Carlton group, renowned for its exceptional customer service, exemplifies the power of a daily pre-shift routine. In every hotel across the globe, employees spend 10 minutes discussing one of the organisation’s 16 central service principles. These principles form the core standards of the Ritz-Carlton’s customer service culture.
Notably, the daily session isn’t led solely by managers; instead, different employees take turns leading, fostering a collaborative learning environment. The Ritz-Carlton’s commitment to this daily ritual, conducted at three different times to accommodate various shifts, underscores its importance in preserving and reinforcing the organisation’s culture.
For retailers aiming to enhance team focus and performance, adopting a similar routine, even if just once a week, can yield tangible benefits. The Ritz-Carlton’s success story prompts reflection on how this simple yet powerful practice can be tailored to suit diverse business environments. In a world where time is of the essence, investing a few minutes each day may be the transformative key to steering your team towards success.
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.
