At The Retail Solution, we believe that customer service is management driven. If the CEO and other retail leaders have a focus on customer service, then this will transfer right down to store level. This results in customers receiving a great experience. Unfortunately, not all retailers have
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Coaching is a term that is been around for many years and it’s expected that when someone is promoted to the role of manager or team leader, the skills to coach just materialize overnight. In our experience having trained 1000’s of frontline managers, this is simply not
Read more →Hiring and then retaining the best staff is a massive challenge today. Competition for skilled and talented staff, particularly in retail, is at an all-time high. With customer experience at the top of the list, it is essential that retailers have the best people in their stores.
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I have often said that your people are your greatest asset, but also your greatest weakness if you have the wrong people in the wrong roles. Or if you don’t lead them well, set clear expectations, train and coach them to be the best they can be.
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A recent article about leadership piqued my attention and I thought it was worth sharing some of the key points. A number of leaders today are oblivious to the fact that they are simply poor leaders. In these cases, teams can sometimes feel that the leadership provided
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With Xmas just around the corner and every retailer needing to make the most of this period, I thought I’d share some tips on how to maximise this busy and often crazy time. Your stores will receive a lot more customers and this provides an amazing opportunity
Read more →Feedback is essential for all of us so we know if we are on the right track or not. Unfortunately most managers avoid having to provide feedback for fear of how the recipient will respond. It’s often because of the way they give the feedback that gets
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Your people are your greatest asset, however, they can also be your greatest weakness too. Hire the wrong person and it can be an absolute nightmare – team disruption, poor customer service and wasted time having to follow up to try and get this person back on
Read more →Unfortunately, there is a growing list of retailers who are no longer with us. With ever-increasing competition, rising cost of rents and consumer uncertainty, it all adds up to a very challenging marketplace. This video has advice from two retail experts on how to avoid becoming another
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From my experience, having run over a thousand coaching courses for store managers over the past 25 years, the performance of the store comes right down to how well the store manager performs. They are, after all, the face of the business to the customers as well
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