My trip through the malls recently has me wondering… Where is the true breakdown in the staff training? You can start with the store managers since ultimately they are responsible for training the frontline staff, but that begs the question. Are those managers properly trained to be a store manager? In a chain store you could ask the same question of district managers and regional managers all the way up to the top. (In an independent retailer there is only you and/or your store manager – are either of you trained for that role?)
According to the National Retail Federation, there are approximately 3.9 million retail establishments in the United States employing almost 29 million people. If you consider that each one of those stores has either a store manager or an owner/operator working as the manager, that means there are at least 3.9 million people in the United States who have the role of manager (and likely another three or four million assistant managers).
What training are you giving yourself or your managers?
Are you training your managers on Communication Skills so that they can better relate to and communicate with the staff?
Are you training your managers on Teaching Skills so that they can better share what they know with the staff?
Are you training your managers on Team Building techniques so that they can create a better team culture?
Are you training your managers on Conflict Resolution so that they can keep harmony on the team without just firing someone every time there is a problem (or worse, just sweeping it under the rug)?
Would you send your manager to an all-day workshop that covered those skills? (Would you attend a workshop like that yourself?)
Managers may or may not be in the position to make the decisions on advertising, hiring and firing, and inventory. But the one thing all managers do is manage people. The “soft skills” like Communication, Team Building and Conflict Resolution are necessary for managers to be successful, but are brutal to learn by trial and error. They need to be taught.
You should be hiring managers who already bring the traits of Compassion, Empathy, Leadership, and a Service Mentality. You can train all the rest.
I am developing a program just for managers that teaches those soft skills. How much would that be worth to your business?
PS I’ll be doing this program here in Jackson first to fine-tune it before taking it on the road. Let me know what it would be worth to do such a training in your town.