Unfortunately, sometimes when I receive poor service in a retail store, I’ve been served by the owner, manager or franchisee. In these cases, the overall service is almost always bad as well. Staff looks to the manager to set the service level and if this is poor then that’s the standard everyone gets.
It is critical for any business (not just retail) that the owner or manager sets the example. We have a saying “You can’t expect your team to listen to your advice, but ignore your example.” Gone are the days when you could tell your staff to do one thing and not do it yourself. This video focuses on why being a great role model is critical to set high standards.