Another Christmas season is almost over and I thought I would just give you a few quick thoughts. After forty season's I can honestly say one of the most rewarding days of the year is Christmas eve. In my stores where I had the authority to to it I made certain that we had an in store potluck lunch.
I would pay for the meat, and the remainder of the staff would normally bring in the rest of the goodies. There was a method for my madness. First it brought the team together, second the meal breaks were always difficult to get done and this way most everyone ate at the store. This way you keep more of the staff in the store to better handle the amount of business you are going to do that day. Now this is something the company has to condone, with issues of not paying in for lunch and breaks you have to do what is considered correct by your bosses. But if you have the option do it, this promotes good feelings from your team and when things become difficult your team knows you have done your best.
The Christmas season is always tough, and hectic and stressful, but as I have said in my last post it can be productive in ways that will improve your business in several ways. Remember make your notes and plans during and immediately after the season. You will be glad you did when the next season comes around. Take care of customer service, this is an ongoing part of retail, it is self rewarding in the sense that a good reputation brings continued business and it is virtually free! Pay attention to counter maintenance, if you can do well at this in this time period, there is no excuse for it not to be done the rest of the year. The best managers deal with the issues of the season because they are prepared for it.
When I left my store on Christmas Eve, knowing my team and myself did the best we could, it always made me proud. Retail managers are not necessarily made in college, they gain confidence in college, hopefully they learn to work with people, and learn many things that help with imagination. But actually working in the store they learn what really works on a sales floor, stockroom, or service counter, it is that experience that can really pay off in your career. Don't just go in and do the duty, make notes on all things, keep a record of what worked and what did not. Then follow your own plans, this is the key to success.
To all of you and your families I wish all a Merry Christmas and a Happy New Year!
Ron
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Tuesday, December 21, 2010
Monday, December 13, 2010
First Day as a Manager
Well it is your first day as a new manager. The question is what do you do first. That of course will depend on what the circumstance was that brought you here. Is this a new store, maybe a natural progression promotion, or are you replacing a manager that was replaced for reason? Lets look at these possibilities.
If you are the manager in a new store situation, you will likely be involved in the hiring process. Remember if you are hiring new help I would look for these traits first. Experience in most cases can be helpful because it transfers. So if you can find similar skills you can use them whether its cashiers, stockers, or department heads, give this serious consideration because it will help get you started well. If you are given responsibility for layout and stocking the store then look for experience this is critical. Many companies have store opening managers that travel and set stores, most times they do the layout and stocking. The important thing here is to make sure you take cues from him for how the company thinks about layouts for the time you are responsible. Getting a store started out on the right foot many times is the difference in a successful store and struggling store.
If you are taking over the store from a manager that has been promoted then it will probably be best to spend that first day looking over the crew, the store, and the past P&Ls. If the manager before you was promoted then he or she was probably doing things well. So don't jump in like a "bull in a china shop". Look around see what is good and what can be better. Take a few days and let the staff get used to you before you make too many changes. The reason I say this is we know that if you go in with a critical manner they will go on the defensive an not even listen. Communication is critical in the event you are replacing someone that was well thought of and liked. The first few days are important, however if you spend the first few days getting to know the team, it also gives you time to set your plan of action. You also can determine the best way to make any changes, or time to consider if the changes are really needed.
Taking over a store that has been successful is a delicate task because you want to make your mark. But you have to be careful of the previous managers reputation. Be sure those first few days are not wasted because of mistakes that could be hard to correct. So talk to the team, and your staff plan the moves you want to make and be cautious not timid. The 30 day point is important to have your plans made, and the timeliness set for action.
In my early years as a manager I seemed to continually replace managers that were fired or demoted. This will give you a great opportunity to make a fast reputation or continue the mediocrity from the stores past managers. I remember my first store was in post riot Detroit. I went in with a very good training as an assistant manager, so I was prepared. The first week I got to know everyone, the second I started working with my assistant to determine what immediate changes to make. Third and fourth week we made those changes and shortly after that we started to increase sales. The store had a huge invisible waste (shrinkage) and the easiest way I have found to correct waste, is to follow policy. We reviewed the things that had slipped in the past, corrected them and held the team members accountable for their actions. We also became assessable to the team, from a communication level. The increased team work and the people being more receptive to new changes also increased the appearance and customer service in the store.
From the simple fact that store appearance and customer service brings the quickest change in a sales trend. Store managers can attain the fast turnaround in stores that have not been well managed by heeding those two things. Unless there is a physical reason (road construction, or something of that nature) or the shopping area is in a tail spin, I seriously hope you try the simple effective plan. "Clean store, Great Customer Service."
If you are the manager in a new store situation, you will likely be involved in the hiring process. Remember if you are hiring new help I would look for these traits first. Experience in most cases can be helpful because it transfers. So if you can find similar skills you can use them whether its cashiers, stockers, or department heads, give this serious consideration because it will help get you started well. If you are given responsibility for layout and stocking the store then look for experience this is critical. Many companies have store opening managers that travel and set stores, most times they do the layout and stocking. The important thing here is to make sure you take cues from him for how the company thinks about layouts for the time you are responsible. Getting a store started out on the right foot many times is the difference in a successful store and struggling store.
If you are taking over the store from a manager that has been promoted then it will probably be best to spend that first day looking over the crew, the store, and the past P&Ls. If the manager before you was promoted then he or she was probably doing things well. So don't jump in like a "bull in a china shop". Look around see what is good and what can be better. Take a few days and let the staff get used to you before you make too many changes. The reason I say this is we know that if you go in with a critical manner they will go on the defensive an not even listen. Communication is critical in the event you are replacing someone that was well thought of and liked. The first few days are important, however if you spend the first few days getting to know the team, it also gives you time to set your plan of action. You also can determine the best way to make any changes, or time to consider if the changes are really needed.
Taking over a store that has been successful is a delicate task because you want to make your mark. But you have to be careful of the previous managers reputation. Be sure those first few days are not wasted because of mistakes that could be hard to correct. So talk to the team, and your staff plan the moves you want to make and be cautious not timid. The 30 day point is important to have your plans made, and the timeliness set for action.
In my early years as a manager I seemed to continually replace managers that were fired or demoted. This will give you a great opportunity to make a fast reputation or continue the mediocrity from the stores past managers. I remember my first store was in post riot Detroit. I went in with a very good training as an assistant manager, so I was prepared. The first week I got to know everyone, the second I started working with my assistant to determine what immediate changes to make. Third and fourth week we made those changes and shortly after that we started to increase sales. The store had a huge invisible waste (shrinkage) and the easiest way I have found to correct waste, is to follow policy. We reviewed the things that had slipped in the past, corrected them and held the team members accountable for their actions. We also became assessable to the team, from a communication level. The increased team work and the people being more receptive to new changes also increased the appearance and customer service in the store.
From the simple fact that store appearance and customer service brings the quickest change in a sales trend. Store managers can attain the fast turnaround in stores that have not been well managed by heeding those two things. Unless there is a physical reason (road construction, or something of that nature) or the shopping area is in a tail spin, I seriously hope you try the simple effective plan. "Clean store, Great Customer Service."
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