Leadership expert John Maxwell wrote, "As long as a person doesn't know what he doesn't know, he doesn't grow." I love that line, and believe it applies to many areas of our business.
Delivering a great customer experience
I'm going to twist Maxwell's quote. "As long as a customer doesn't know what she doesn't know, shouldn't she hear about it before she goes?"
You have more products in your store than a customer can ever discover on her/his own. Your staff knows the stories and the inspiration behind the products, or the features and benefits that make a product well worth owning.
Unless a customer is engaged with the staff and the products, she won't know what she doesn't know, and that's not the best possible experience you and your staff can deliver. Proactively add value to your customer’s experience, and there’s a good chance he/she will now know what makes your store so special.
Your personal development
When I was at Bose you were not only expected to have an Individual Development Plan, you were to work it and keep updating it.
It was the first time I had ever worked for a company that truly focused on developing knowledge and skills for the future. Before that, my development was more around what I wasn't doing well.
As a leader, it is important for you to constantly look down the road and around the corner for what else you need to learn and develop. Given the pace of change in retail and business, if you're standing still you're really moving backwards.
You want to discover and learn what you need to know to be an even better leader in the future. That future becomes today pretty darn fast.
Coaching the staff
I've had the honor and pleasure of teaching a number of owners and managers how to be better retail coaches. For the majority of those with whom I've worked, the biggest impediment to coaching is the fear of confrontation and/or hurting an employee's feelings.
But as Maxwell points out, a person can't grow or improve if they don't know what to work on. When given correctly, feedback doesn't hurt feelings. When feedback isn't given at all, its absence hurts a person's chance to be successful. Now that is hurtful!
Here’s a way to put this into action. Look at each category above, and determine two to three things you, your staff, and your customer should know more about this week than last.
So let me ask, what more can you know so that you, your staff, and your sales, grow?
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.