One of the most powerful steps a manager can do is to empower their team. And empowerment comes in many different variants and also at many levels. In a retail environment, having an empowered means they are better equipped to deal with customers in a positive way.
Empowering your team means training them so they know what to do, and why, the various standards you have in your business. This is critical so they know what a great job looks like and can work on the areas they need to improve in to meet the standards required. Clarity of outcomes is crucial.
Empowerment means providing them with the boundaries to deal with customer’s issues then and there. Allowing the team to make decisions without having to refer customers higher up increases efficiency as well as satisfying customers much more quickly.
I’m always reminded of the quote from the Beechworth Bakeries founder Tom O’Toole, who says to his team “if you need to make a decision, make it and make it in favour of the customer.” What a great philosophy and this is one of the reasons why his business is so successful. They empower their staff to make decisions and support them in doing so.
Empowerment also means allowing them to take initiative and try things out without the fear of making a mistake. When people are given the opportunity to think for themselves and provide input and ideas, this creates huge buy-in and motivation. It also challenges the team to step up in unfamiliar circumstances and allows the manager to identify future leaders in the business.
Empowerment done well, builds massive trust with your team and all the benefits that go along with this. Team members are more motivated, they enjoy challenging work where their skills and results are recognized. Who doesn’t want staff like that?
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.
