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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As a baby boomer myself, I am often asked by other baby boomers, how to better manage these millennials. With their want to be the boss in 5-minute attitudes, some of our generation find this very hard to accept and respond with – “I spent 5 years
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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
Read more →Richard Branson and his Virgin companies are extremely successful the world over. His companies employ thousands of people – how does he motivate this enormous team to help him be successful? Watch this video for Branson’s 5 tips on how to better lead and motivate. Leading a
Read more →Recent research highlighted that 81% of customers just want the basics of customer service to be in place when they get served. Sounds easy but a lot of retailers can’t get this right. This video identifies what these basic steps are and why they are so important
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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, most managers shy away from giving feedback to their staff, particularly negative feedback. Without feedback, your staff has no idea how they are doing in their role – are they doing well or not? The main reason is most managers are not taught how to give
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