Notes from The Most Powerful Position in Retail
Kurt Deneen, Gallup Management Journal
- Managing a retail operation is no simple task. But things run much more smoothly when a store has the right person in place for perhaps the most important job in retail: store manager.
- While many other positions in a field organization are crucial, retailers can win -- and win big -- if they have a great person in the store manager position. Store managers have the biggest impact on a store's success because they set the standards for what the customer sees and how the team performs.
- To maintain a strong "bench" of possible store managers, senior retail executives must always be looking for people with a passion to manage in the retail business, and the ability to lead a team. Not all store managers have both those qualities. Great managers are driven by a desire to run a great business, one that they could proudly represent.
Priorities: Build a strong team, focus on the customer, support employee performance with tight operating systems.
Build a strong team
- Exude an upbeat attitude, even if your personality is low key
- Find the right fit for people, and set them up for success in their roles
- Coach your team to a higher level of performance
- Observe the team's sales skills
- Gives direct feedback
Focus on the customer
- Look at the store from the customer's point of view
- Review service standards with the team
- Identify key drivers of customer impression
- Stand in the middle of the sales floor
- Talk to customers
- Monitor traffic flow
Support performance with tight operations
- Plans each day's business
- Establish processes of execution, particularly in (a) shipment processing and stocking, (b) staff scheduling, (c) supply replenishment
- Execute standard operating procedures on processes that should be on auto-pilot so that the team’s energy and creativity could be channeled into customer service and people development.
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