Mastering the Art of Effective Feedback
The Retail Solution Blog
by Duchesa Mae
1d ago
Providing effective feedback is a managerial skill often overlooked, leaving many struggling to convey constructive criticism that employees genuinely embrace for performance improvement. Transitioning into a leadership role doesn’t automatically equip one with the magic touch needed for effective feedback. At the Disney Institute, which I attended some years ago now, a profound lesson resonated: “Managers have to be bold, brave, and honest.” This directive underscores the importance of timely and candid communication, addressing team members’ actions and consequences for performance. However ..read more
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The Crucial 10 Minutes That Can Transform Your Day in Retail
The Retail Solution Blog
by Duchesa Mae
2w ago
An often overlooked aspect of effective team management in retail is the power of a brief daily catch-up before the hustle and bustle of the day begins or at shift changeovers. While team meetings are often hard to organise, the significance of dedicating a few minutes once or twice a day to align goals, discuss results, and foster a focused mindset is often underestimated. Incorporating a short catch-up can significantly impact the day’s outcomes. This brief session allows for a reflection on the previous day’s performance and sets the tone for what needs improvement or maintenance on the cur ..read more
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The Art of Upselling: Why Most Attempts Fall Flat
The Retail Solution Blog
by Duchesa Mae
3w ago
Many retailers aspire to upsell to their existing customers, recognizing the cost-effectiveness of enticing those already in-store to make additional purchases. Yet, the execution of upselling often leaves much to be desired, and here’s why it might not be working as intended. The Repetitive Routine: A prevalent issue in upselling lies in the repetitive and predictable nature of the approach. Staff members frequently initiate the upsell with the classic line, “Would you like…,” creating a scenario where customers preemptively decline before fully hearing the offer. This not only leads to disco ..read more
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The Power of Evaluating Our Team
The Retail Solution Blog
by Duchesa Mae
1M ago
Ensuring optimal customer service is a challenging task faced by all retailers. One indispensable aspect is the regular evaluation of your team. The common phrase, “Your call is being recorded for quality and training purposes,” is heard most times when you speak to a call centre. While these recordings serve legal and compliance functions, their true value lies in training and improving customer service. Recorded calls provide unfiltered insights into a team member’s interaction with customers. The anonymity of call selection ensures authenticity, offering team leaders an unbiased glimpse int ..read more
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Revitalising Team Motivation: 6 Strategies for Today’s Workplace
The Retail Solution Blog
by Duchesa Mae
1M ago
Managers often ask, “How do I motivate my team members?” It’s a common query in business environments or during training courses. While the carrot-and-stick method has been a go-to for many, bestselling author Daniel Pink aptly dubs it, “If you do… then you will get…,” highlighting its outdated nature and potential to stifle creativity. So, in a world where the carrot-and-stick approach is losing its lustre, how can you effectively motivate your team? Here are six strategies that focus on understanding individual motivations and fostering a positive work environment: 1. Personalised Motivation ..read more
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The Crucial Role of Recognition in Leadership Culture
The Retail Solution Blog
by Duchesa Mae
1M ago
In previous discussions, I’ve emphasised the amazing power of positive feedback and its universal benefits across all roles. However, it’s disconcerting to note that a significant portion of team members receive minimal to no positive recognition, as revealed by Gallup research, where less than a third of employees strongly agree that their company acknowledges team achievements. Fortunately, reversing these statistics is not a massive task. The key lies in actively observing and acknowledging individuals and teams for their accomplishments. The secret sauce? Spot the positive actions and prom ..read more
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Blood donation 100!
The Retail Solution Blog
by Duchesa Mae
1M ago
Very proud to end 2023 with my 100th whole blood donation, a cause I have been supporting for some time now! With the blood service always short on donors, I do my best to get along every 3 months to make a small difference. So for anyone out there who is thinking of donating blood, please pop into to your local donor ceentre and help make a difference too. 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 ..read more
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Christmas Greetings!
The Retail Solution Blog
by Duchesa Mae
3M ago
      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. The post Christmas Greetings! first appeared on The Retail Solution ..read more
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Embracing The Word “We” Instead of “I”.
The Retail Solution Blog
by Duchesa Mae
4M ago
Leading effectively is undeniably challenging. As leaders, we must not only focus on our individual performance but also on the performance of our team members. Leaders cannot afford to have a bad day or even a momentary lapse, as it sends the wrong message to the team and quickly erodes morale. Consistency is key, alongside being inspiring, visionary, quick-thinking, and possessing a multitude of other essential skills. Leadership entails rallying the team and fostering a sense of collective purpose. It’s about aligning everyone’s efforts, fostering a strong sense of team cohesion, and ackn ..read more
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Four Essential Tips for Boosting Team Engagement
The Retail Solution Blog
by Duchesa Mae
4M ago
The ability to attract and retain exceptional staff is crucial for the success of every business. Retaining talented employees has become even more vital, and this necessitates strong leadership, an area where we unfortunately fall short. The impact of strong leadership on team engagement is significant, as performance flourishes when teams are fully engaged. I came across a remarkable article by Ron Carucci, a Forbes contributor, who interviewed bestselling author Mark Crowley, renowned for his book “Lead from the Heart.” Crowley shared four key points, complemented by my own insights, that w ..read more
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