We usually think about teamwork in our stores from an operational standpoint. We focus on how well the team works together when the store is busy, or when there's a lot to be done.
Both are certainly important, but how well a team works together is even more important to the customer experience. There is a direct correlation between how staff members treat each other and how they treat customers.
That's why for you as a leader, it is essential that your team not only like each other, but also work together to develop individual and group success. Here are a few methods to create the best possible teamwork and collaboration.
Promote the benefits of teamwork. Make sure your staff knows the importance of working together to deliver a great experience and achieve the store's goals. This topic makes for a great discussion in a staff meeting.
Recognize when one employee helps another with a customer. This reinforces the importance of teamwork and collaboration. And, of course, your team also appreciates your praise. Be sure to highlight the outcome of the staff's behaviors and actions on the customer and his/her experience.
Ask the team to recognize and praise each other. There are two benefits to this. First, it encourages team members to think about how they appreciate each other. Second, people become more aware of their colleague’s strengths and contributions, and often end up learning from one another.
Consider assigning mentors to new employees. This helps the new employee get up to speed faster, and also emphasizes to both new and seasoned employees the idea of working together.
Quickly address any tensions or personality conflicts among the team. From time to time there may be team members who don't work well together, and perhaps don't much care for each other. It happens. While we can't require someone to like another person, we can require people to be good teammates and work well together. Don't try to "fix it" behind the scenes. Be direct with your expectations. If there is a problem, put it on the employees to work it out.
So let me ask, how well does your staff work together on the floor to deliver the best possible experience? What can you do to improve the teamwork and collaboration of your staff?
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Doug Fleener, a proven retail and customer experience expert and speaker/consultant, helps companies dramatically improve their customer experience and their sales results. Visit the Dynamic Experiences Group website, or call Doug at 866-535-6331 to discuss how he can help you create extraordinary results. Learn about Doug's keynotes and workshops at DougFleener.com.