Ensuring optimal customer service is a challenging task faced by all retailers. One indispensable aspect is the regular evaluation of your team. The common phrase, “Your call is being recorded for quality and training purposes,” is heard most times when you speak to a call centre. While
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Managers often ask, “How do I motivate my team members?” It’s a common query in business environments or during training courses. While the carrot-and-stick method has been a go-to for many, bestselling author Daniel Pink aptly dubs it, “If you do… then you will get…,” highlighting its
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In previous discussions, I’ve emphasised the amazing power of positive feedback and its universal benefits across all roles. However, it’s disconcerting to note that a significant portion of team members receive minimal to no positive recognition, as revealed by Gallup research, where less than a third of
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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,
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Leading effectively is undeniably challenging. As leaders, we must not only focus on our individual performance but also on the performance of our team members. Leaders cannot afford to have a bad day or even a momentary lapse, as it sends the wrong message to the team
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The ability to attract and retain exceptional staff is crucial for the success of every business. Retaining talented employees has become even more vital, and this necessitates strong leadership, an area where we unfortunately fall short. The impact of strong leadership on team engagement is significant, as
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In spite of the staggering expenditure on leadership training, CEOs continue to lament the absence of exceptional leaders within their organisations. In 2018 alone, businesses globally poured a staggering $366 billion into leadership development initiatives. However, this substantial investment has failed to yield the desired outcomes of
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As a leader, achieving a collaborative work environment, goes a long way in helping your team achieve your objectives. One key element is setting clear expectations, enabling team members to understand what constitutes a job well done and empowering them to meet those expectations. Unfortunately, many retailers
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I am always thrilled to share insightful research from Gallup, a global management consulting and research organisation known for delving deep into the psyche of leaders. One of their articles they highlighted eight behaviours exhibited by the world’s most exceptional leaders. Here are the 8 behaviours, accompanied
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In my experience, many managers face challenges when it comes to providing feedback, whether it be positive or constructive. When discussing positive feedback, some managers argue, “But I thank my staff every day.” While expressing gratitude is important, it is crucial that the feedback given is specific
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