In today’s ever-evolving retail landscape, technological advancements continually reshape the way customers engage with businesses, particularly in traditional brick-and-mortar settings. Significant investments are made to enhance store aesthetics, aiming to captivate customers from the moment they step inside. While creating immersive experiences is undoubtedly beneficial for customers, a critical component often overlooked is the need for enthusiastic staff to complement these efforts. The genuine enthusiasm of employees is what truly conveys a desire to serve, elevating customer interaction ..read more

Navigating the intricacies of providing feedback remains a significant challenge for many store managers. At The Retail Solution, we specialise in training feedback techniques that 99% of team members are receptive to, leading to tangible improvements in performance. In our experience, understanding why feedback poses such difficulty reveals three primary obstacles: 1. Lack of Training: Most managers are thrust into their roles without formal instruction on how to provide feedback. They either mimic their own manager’s approach or struggle to navigate a path between harshness and leniency. 2 ..read more

We all know how hard it is to recruit and retain great team members. So, when you have a great team, it’s critical to focus on strategies to improve engagement. A US software company, Highground backed this up with their research and found that highly engaged employees demonstrate remarkable attributes: • They are twice as likely to remain committed to your company. • They are twice as inclined to offer assistance to their colleagues, even without being asked. • They are three times as prone to go above and beyond for the company, exceeding expectations. • They are five times as enthusiastic a ..read more

There is a great saying that goes, “feedback is the breakfast of champions,” yet many team members shy away from partaking in this essential meal out of fear of receiving negative critique on their performance. This aversion isn’t exclusive to individuals; many leaders also avoid feedback delivery, fearing the discomfort of addressing shortcomings. Consequently, they either overlook problematic behaviour, hoping it will self-correct, or deliver feedback so vaguely that its implications are unclear. Why is feedback crucial? Without it, we lack a gauge of our performance—whether okay, deficient ..read more

It’s intriguing how retailers often seek to dazzle customers with the next big thing while struggling to nail the fundamentals. These basics encompass several crucial elements: Firstly, prompt acknowledgment of customers is vital. It’s a delicate balance; too quick can seem desperate, while too long feels neglectful. Many customers leave unnoticed, feeling ignored. A genuine smile, eye contact, and a genuine greeting are simple yet frequently missed opportunities. Without these, customers may perceive themselves as unwanted interruptions. Asking pertinent questions to understand customer needs ..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

Retaining top talent is crucial for business growth and maintaining a competitive edge. Losing skilled employees not only disrupts operations but also diminishes morale and productivity. Here are seven factors that may drive your best employees to seek opportunities elsewhere, along with strategies to reduce these risks: 1. Stagnation: Employees seek growth opportunities to feel professionally fulfilled. In retail, where advancement may seem limited, challenge your team with varied roles, stretch targets, and personalised development plans aligned with their goals. 2. Overwork: Excessive workl ..read more

A book I read a little while ago by legendary and hugely successful football (soccer) coach Sir Alex Ferguson had some powerful leadership lessons. In 38 years of managing football teams in the UK, including helping to make Manchester United one of the biggest clubs in the world, he won an astonishing 49 trophies. His book, “Leadership” is about his insights to his success. I love his quote on leadership. “My job was to make everyone understand that the impossible was possible. That’s the difference between leadership and management.” The first two skills he identifies, I believe, are essenti ..read more

The problem of lack of employee engagement is a huge de-motivating factor for every business and affects staff turnover and productivity. The research on just how bad engagement is in Australia is shocking. There is massive value in having an engaged, fully motivated team. Apart from being less likely to lead, engaged employees out perform those who are not. What’s the answer? In my experience there are a number of things that leaders can do to improve their team’s engagement levels and here are my tips: 1) Recruit the right people into your team. To ensure you have great team morale, it’s imp ..read more

Addressing poor performance is a common challenge faced by all leaders, often stemming from discomfort with delivering negative feedback. Many leaders opt to avoid these conversations altogether, hoping issues will resolve themselves. However, neglecting poor performance is not a viable solution. According to a Harvard Business Review article, 69% of leaders feel uncomfortable communicating with employees, especially when delivering direct feedback that might elicit a negative response. This discomfort is not unique to Australia but is a global phenomenon. At The Retail Solution, we specialise ..read more