The Supermarket Example

Having been involved in retail for many years I am still fascinated by how people manage themselves and others.  My local supermarket has had the same manager for many years and in that time I never saw him once.

A new manager has recently joined the branch and has downsized a store as he prepares for his retirement.  Has his countdown to his life of leisure dampened his commitment to customer service and management of his team - you bet you life it hasn't!!!

I visited a couple of days ago and he was on the shop floor being active. Interacting with customers, tidying up shelves, talking to the staff about floor displays and rotas for the following week and each time I walked past him I was amazed at how 'engaged' people where with him.  He talked - they listened.  They talked - he listened.  And after every conversation he checked that everything was OK and thanked that person personally for their contribution.  I heard him do that 4 times in just a short space of time whilst I shopped.

Then as the queues were big and every available cashier was working flat out, he got on the tannoy system and spoke with great passion about the offers in store and how they could tie in with people's plans for the weekend - BBQ treats, treasure hunts for the children, the latest Disney cards that people could collect (and how someone has recently won a great trip from the store).  He discussed new wines in the branch and how you could save 25% by buying 6 bottles.  Did this sound like a marketing pitch - NO!  I watched people in the queues glued to his every word and smiling (along with the checkout staff).  This guy certainly knows how to add energy to the store and make the shopping experience great for not only the customers but for the staff.

If you are in retail today think about whether you are engaging with your staff or just getting along with your 'tasks'.  When did you last say "thank you" or "well done"? 

This guy was interacting with his customers, acknowledging his staff and making the shopping experience pleasurable - would you like to do that with your customers/employees too?  It's not hard, is it?

Be the difference you want to see.....

And watch the results .....