“Store managers vent to me about Head Office. HO expects me to fix everything. Who actually listens to ME?” Your phone rings. It’s one of your store managers, frustrated—again. 💬 “HO just rolled out another unrealistic sales goal. My team is exhausted. How are…
It’s the conversation you rehearse a hundred times in your head — and still dread saying out loud. You stand there, the numbers in front of you, the brutal reality impossible to soften: We have to cut back. We have to slow down. We…
Emphasizing Emotional Intelligence (EI) in Customer Service: Developing Training Modules for Retail Staff 1. Introduction Emotional Intelligence (EI) is the ability to recognize, understand, manage, and influence one’s own emotions and the emotions of others. In the retail industry, emphasizing EI in customer service…
As any retail professional knows, KPI’s (Key Performance Indicators) provide valuable information about the retail operation as a whole, and about individual business units – stores, for instance. Often, store performance is quickly evaluated on the basis of a few select KPI’s. Those are…
Loyalty Program for Your Business Before you get started planning, you should ask yourself if a customer reward program is a good fit for you and your business. While loyal customers are an important part of any business, some companies aren’t a good fit…
The functioning of our world is intricately linked to the workings of the human mind. Every action and reaction we witness is a result of what goes on within our minds. Our physical actions are simply the outward expression of our internal thoughts. Even…
How to Become a Strong Leader? To be an effective leader, your followers must have trust in you and they need to be sold on your vision. Korn-Ferry International, an executive search company, performed a survey on what organizations want from their leaders. The…
Let’s discuss the management and development of employees. As more experienced individuals transition to higher positions, retirement, or pursue other interests, younger employees step up to fill the gaps. It’s important to judge each person based on their own merits. We don’t assert that…
CORRECTIVE ACTION: When, Why & How In this section, we are going to look at the reasons for performance problems. We are first going to give you the highlights and later take each point and expand on that point. There is a lot of…
Music to Your Customers’ Ears Particularly during busy times, when you see increased customer traffic in the store, you will need to come up with a short and sweet message to give to your staff heading out onto the sales floor every day. We…
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