FIVE CRITICAL REQUIREMENTS FOR IMPROVING PEOPLE PERFORMANCE

October 27, 2015 |

FIVE CRITICAL REQUIREMENTS FOR IMPROVING PEOPLE PERFORMANCE FIVE CRITICAL REQUIREMENTS FOR IMPROVING PEOPLE PERFORMANCE

1. Talent

Successful retailers provide personalised experiences for their customers and as such they must develop talent hiring profiles accordingly. Some people simply are better at some things than others and retailers need to be hiring individuals who match their talent profiles.

 

2. Behavioural Standards

Is a good personal customer greeting simply saying “Hi, can I help you?” the answer to that question is more often than no “No thank you, I am just looking”. The standard needs to be much higher, sales consultants need to know what “good” is in behavioural terms. To create a superior experience, they need to know and experience what great behaviours look and feel like with actual customers.

 

3. Real Skills Training

If the real strategic differentiator for stores will be customer experience, associates need to do more than hear about it, or learn about it. They, themselves, must be engaged in training based on interactive experiences. Just as sales consultants must learn new behaviours, they must be able to visualise and FEEL what the experience differentiators are like for the customer.

 

4. Coaching & Feedback

This is the most difficult and overlooked area by retail stores. Most will claim that “we can’t expect store managers to be coaches or trainers.” In the rush for cost saving measures, managers have become detached “store operators.” But, what is the ultimate goal of a store manager? To produce and grow sales and profit. The store manager is the customer experience manager! Retailers must invest in training to develop store managers as coaches. Training can develop behaviours … coaching creates excellence, which multiplies results many times over.

 

5. Performance Standards

The old adage is still true: “What can be measured can be managed … and improved.” The most important metrics for the retail store of the future are conversion rate and market basket value. These have to be measured at the ticket and consultant level. More importantly each associate AND manager needs these KPIs on a performance scorecard with feedback on how to improve.

Superior customer experiences differentiates retail stores from their competitors and avoids them having to compete by lowering prices. Just remember that quality customer experiences don’t just happen, they need to be created. “People Power” that makes a difference is a conscious strategy that will require investment. Those that invest will realize measurable gains and ROI.

Category: Blog

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