Great store managers consistently achieve outstanding results, regularly hitting their KPIs, maintaining low staff turnover, and minimising customer complaints. The good news is that most store managers can reach this level—with the right attitude. A positive mindset makes them open to feedback and eager to improve.
What sets great store managers apart is their focus on simple, effective practices that they execute daily. They serve as strong role models, earning and maintaining respect while holding their team members accountable for performance. Clear and frequent communication ensures everyone, from full-time staff to part-timers, knows exactly where they and the store stand.
Here are three key areas that top-performing store managers focus on to stay at the top of their game:
1. Consistent Measurement of Results
In high-performing stores, KPI goal boards are always filled out and up to date, tracking metrics like sales, average sales, items per customer, and loyalty sign-ups. Top store managers understand the importance of keeping these metrics current, and they train their teams to do the same even in their absence. Every team member knows how their daily performance impacts these KPIs and reviews the results before starting their shifts. This constant focus on sales and performance is a hallmark of top-performing stores.
2. Daily Updates and Team Check-ins
Successful store managers understand that their success is tied to having a customer-focused, results-driven team. They hold brief team meetings, or huddles, at the start of each day to review up-to-date results, identify areas for improvement, and acknowledge what’s going well. Team members are expected to review the KPI goal board before these meetings, ensuring everyone is on the same page quickly. For those starting later, another team member updates them on the store’s status. This regular communication fosters team ownership and accountability, while friendly competition motivates everyone to perform at their best.
3. Daily On-the-Floor Coaching
Great store managers know that consistent performance is key to delivering excellent customer service. They, with help from their leadership team, constantly observe their team interacting with customers, providing immediate feedback. Praise is given for excellent service, and areas for improvement are addressed promptly. This regular, real-time coaching drives accountability and keeps the team focused on customer satisfaction.
By consistently focusing on these three areas, great store managers ensure their teams always know where they stand, leading to the outstanding results they achieve.
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.
