As I have mentioned recently, Amazon is almost here and retailers have to step up if they are going to compete. From my point of view, that means our team members have to be the best that they can be, not just when they feel like it but all the time. This means retailers have to know who is contributing to the success and who’s not and work to coach and therefore develop the underperformers.
I read with interest a recent article by Emotional Intelligence (EQ) expert and author Dr.Travis Bradbury. Bradbury has written a number of articles about the importance of EQ and how it plays a big part in being a successful leader. In the article, Bradbury shared his thoughts on why EQ was a key factor in being a great team member.
I thought his list of key attributes was well worth sharing to help you identify the same successful characteristics in your team. Or identify areas that your team need to improve.
- There’s no “it’s not in my job description.” The best employees will work outside the boundaries of their job description because it’s the right thing to do. They know they might not get recognition but know that in the long term their willingness to help out won’t go unnoticed.
- They’re ok with conflict. They don’t seek it out, nor do they ignore it. They are able to maintain their composure in trying circumstances while presenting their position calmly and logically.
- They stay focused and are very rarely distracted. They can differentiate between real problems and background noise.
- They are courageous. Not afraid to speak up, they ask the simple questions or the hard questions that most of us avoid. They think before they speak and choose the best place and time to do so.
- They readily admit when they are wrong. They are also willing to do things someone else’s way if it’s a better or it will help with team harmony.
- They are always looking for ways to grow. They know they don’t have all the answers and are continually learning.
- They recognise when things are broken and fix them. They never accept the view of “it’s always been done that way”. They challenge convention but from a place of wanting to improve the process, not I know best.
- They take responsibility for their actions. They’ll be the first to admit they made a mistake and offer ways to fix it. No buck passing here, they will own up as soon as they know.
- They’re likable. They get on well with everyone, even the less motivated team members. They do this through integrity and natural leadership skills that make other team members want to follow them.
- They neutralise toxic people. When dealing with difficult team members they keep their feelings in check and approach the situation rationally. They also have the ability to not let toxic people get to them and bring them down to their level.
Do you recognise any of these traits in your team members? If you do, you have a great team member who will add a lot of value to your business and be that customer-focused team member that customers love.
If you have team members who don’t have these traits or only some, identify the gaps with them and work on a plan to improve.
If you get all your team members to this level you’ll be in a strong place to compete in the very challenging marketplace we are about to enter.
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.
