Being a store manager is a demanding role that involves juggling numerous responsibilities. Despite the constant pressure, the primary goals remain to ensure consistently high-level service and to maximise sales. Here are five actionable tips to help store managers enhance their service experience:
1. Daily Pre-Opening Catch-Up
A brief 5-minute meeting before the doors open can set the tone for the day. Cover key performance indicators (KPIs), daily sales targets, key product focuses, and any relevant news. This quick update ensures your team is informed and focused from the start.
2. Store Walk-Through
After the catch-up, take a quick walk through the store, ideally with your team. This helps ensure everything is ready for opening, new products are highlighted, stock outs are identified, and areas needing attention are noted. This proactive approach sets a strong foundation for the day.
3. Lead by Example
Your team looks to you as a role model. Demonstrate excellent customer service and maintain strong KPIs. Leading by example not only sets a standard but also strengthens your credibility when providing feedback to your staff.
4. Delegate Effectively
To avoid getting overwhelmed, delegate tasks to your assistant manager (2IC) and other staff. This frees you up to focus on critical aspects such as sales performance and KPI tracking. Spending more time on the shop floor allows you to directly influence sales and identify areas needing improvement.
5. Continuous Coaching
By delegating effectively, you have more time to coach your team. Being present on the floor lets you observe interactions and provide immediate feedback, helping to lift performance and ensure everyone meets their targets.
Implementing these five tips can help store managers maintain focus on what’s most important. Great store managers are exceptional coaches who can step back, observe, and provide the necessary support to drive 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.
