This is a question we get asked all the time. Retailers struggle with getting the right things done, the right way. Whether it's merchandising, housekeeping, service or even something as simple as dress code, retailers continue to suffer from a lack of compliance on basic standards. The frustration is that brands cannot be built, and customer loyalty can't be achieved when the store isn't being run the right way. The best retailers have successfully addressed this issue and there's no reason why you can't too.
Want to know how?
Make sure you follow these steps:
Define your standards. These are the non-negotiable processes and procedures that must be executed in a very specific way in every one of your stores. They dictate how things will be done
This isn't about being a 'control freak' or a bully. It's about recognizing that there is only one way to run your operation - the right way!
Get your staff to 'buy into' your standards. It's not hard to see why you want things done this way, but making this happen is more about why your employees will want to follow your directions. There are plenty of good reasons why good staff members would support your standards. You just need to figure out what they are. Remember, if you can 'sell' the need for compliance instead of dictating it, you're much more likely to achieve success in this area.
In most cases, compliance with company standards requires skill development and training. For example, if one of your selling standards is that all customers will be greeted within 30 seconds of entering the store, you can't just assume that everyone will automatically know how to do this. You must provide specific, practical and relevant training to make sure that it happens every time.
Measure your success regularly. You'll never know if your staff is complying with company standards unless you complete objective follow-up on an ongoing basis. So roll up your sleeves and check it out (or have someone do it for you). At any given time, you should be able to discuss your current compliance rate and have plans in place to improve it.
Let's be clear about this. Standards are not negotiable. Compliance rates less than 100% at all times are not acceptable. When you condone anything less than a perfect score in this area, you're just asking for trouble.
Your District Managers play a major role in determining your compliance on standards, and in improving the performance of your stores. In our upcoming 3-Day Workshop For District Managers, we focus exclusively on how to improve the performance of the territory. Powerful stuff. Don't miss it.
Volume 9, Issue 6 April 26, 2011
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