An article in the leadership section of Fortune magazine caught my attention, featuring a survey of several Fortune 500 CEOs sharing their most valuable management advice – definitely worth highlighting. It’s intriguing that the most recurring theme among their insights was the importance of building the right team. One CEO shared this invaluable advice on team building: “Hire the best people and give them the freedom to operate their business/department, demand transparent communication, and hold them accountable for results.” This quote contains a wealth of wisdom. Here are my thoughts on it ..read more

After conducting numerous coaching courses for a diverse range of clients over many years, a common obstacle echoed by retailers is the challenge posed by their team members. A prevalent grievance among managers and leaders is the frustration of team members not following instructions and the repetitive need to reiterate directives. This reliance on telling rather than engaging in a more interactive leadership style often leads to long-term issues. During our post-training follow-up process, positive feedback poured in as clients embraced a simple yet transformative technique. Many store and A ..read more

Every retailer aims to boost sales, often investing in expensive advertising to attract new customers. However, the untapped goldmine for increasing sales lies right within your store – your existing customers. Building on the trust and rapport you’ve cultivated, selling to existing customers is proven to be significantly easier. Statistics reveal the stark contrast: • Probability of selling to a new customer: 5 – 20% • Probability of selling to an existing customer: 60 – 70% (Marketing Metrics via Help Scout) To capitalise on this opportunity, it is vital to prioritise exceptional customer se ..read more

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

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

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

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

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

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

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