Creating outstanding store managers is crucial for the success of any retail business. From my 25+ years of experience running over a thousand coaching courses, I’ve found that the performance of a store hinges on its manager. They are the face of the business and drive team performance, making a substantial difference in store outcomes.
One of our clients with over 50 stores highlighted this. He faced performance issues in several stores, with managers offering excuses like demographics and promotions for their low KPIs. When these underperforming managers were replaced with high performers, the stores met their KPIs, proving the impact of effective leadership.
Here are my 7 key characteristics of successful store managers:
1. Lead by Example: Exceptional store managers excel in customer service and sales. They bring passion and energy to their roles, demonstrating that serving customers is enjoyable and essential.
2. Excellent Communicators: They don’t rely solely on message boards. Instead, they use various methods to ensure their messages are understood. Daily huddles are a key tool for sharing results and setting goals.
3. Set Clear Expectations: They emphasise standards and processes, ensuring the team understands why and how to meet these expectations. They are KPI-focused, aware of each team member’s performance, and have plans to support both struggling and high-achieving members.
4. Consistent Follow-up: Great managers recognise that even the best team members can slip. They reinforce expectations daily, by leading by example, evaluating performance, and providing feedback to keep everyone on track.
5. Resilient: When things go wrong, they quickly find solutions without showing the strain in front of their team. They bring passion and energy every day, knowing their team looks up to them.
6. Cultivate a Positive In-Store Culture: They maintain a fair and supportive environment, helping staff achieve their goals and challenging them to grow. They reinforce strengths and address weaknesses constructively.
7. Effective Time Management: Exceptional managers are highly organized, with excellent time management and prioritisation skills.
These seven points can help identify and develop amazing store managers, ultimately driving store 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.
