How do you measure and evaluate the impact and outcomes of your problem-solving actions?

Not only define a problem for yourself, but also have the whole team understand the problem, and include them in your consideration. Is it a problem for you, or for your team, or it's a problem that the company is facing, you won't get the best result if only some staff see it as a problem.

I've always used the Grandmother/Mother approach. If your mother or grandmother came to you with a problem, you're going to listen, take note and do everything in your power to help make them ease their worries and fix their issues. You're going to take charge and make sure they are taken good care of. Same should always go for your customers.

To gauge your problem-solving impact, turn it into a story with clear chapters. Start with a detailed account of the issue and how you tackled it. Track changes with real-time metrics and feedback from those affected. Dive into the story’s twist—analyze unexpected outcomes and lessons learned. Create a follow-up chapter to assess long-term effects and gather insights for future challenges. By framing your problem-solving process as a narrative, you not only measure success but also uncover deeper insights and foster continuous improvement.

Always acknowledge your customers feelings by repeating what they verbalize as the problem. It puts it out there but it also allows your customer to hear what they are saying. Sometimes when that happens, they realize that what we repeated is not the problem. That is clearly establishing open communication with a thoughtful process that shows someone cares. Come from a place of curiosity and ask questions but allow your customer to speak. Listening and hearing is always more important in any relationship. Most importantly, ask your customer what would be the ideal solution for them and take time responding and always consider it as an option.

Well, as a Store Manager, it is imperative to have listening skill. At times, certain feedback may not look like a problem, however, after curiously listening to it, he/she may frame a bigger picture on its impact to Store Operations. Meaning, problem shall be presented in a nut shell, but it is the ability to listen, observe and acting on it through framework will make a difference. So it is not necessary that problem will be on the table, It shall pass through as feedback as well.

I truly feel that if you have a customer walk in unhappy and leave happy, that is the truest form of a positive outcome. Even if you lost money in that particular situation, that money will return three fold in other ways.

Think of metrics as the “characters” in your problem-solving story. Instead of just picking numbers, choose metrics that reveal different facets of the issue, like casting a diverse set of actors for a play. For example, if you’re tackling low sales, look beyond revenue. Track customer journey stages, employee feedback, and even social sentiment. Each metric adds a unique perspective, making your evaluation richer and more nuanced. This approach ensures you understand not just the “how much” but also the “why” behind the results, giving you a fuller picture of your actions' impact.

Choosing the metric or forming a metric is important. However, it is the question of "HOW" one will achieve the desired metric will differentiate one individual from another. As a Store Manager, one should (have / know) more than one method or way to reach the metric. For instance, to improve the sale, focusing on selling it in quantities may work. If it doesn't then steps to improve each order value shall lead to required results. In most of the scenarios, the question HOW - will make an impact rather than knowing WHAT, WHEN, WHERE and WHY.

To measure and evaluate the impact of problem-solving actions, define clear goals and key metrics. Track changes before and after implementing solutions. Gather feedback from stakeholders through surveys or interviews. Analyze data to identify trends and areas for improvement. Compare actual outcomes with expected results to assess effectiveness. Adjust strategies based on evaluation findings for continuous improvement.

Think of data collection like curating a playlist for a party. You need a mix of tracks (data sources) that capture the vibe before, during, and after the event. Instead of just gathering sales numbers, include customer feedback, team insights, and even social media buzz. Use tools to organize these insights into a cohesive story, revealing not just how the party went, but why it was a hit or miss. This holistic view helps you see the nuances and craft more effective strategies for next time.

It’s also very important to understand the human element behind the data; stats and figures only show the what and the when…but never the how and the why. This is especially true when individuals within your organization are not pulling their weight. Always take a thumbs-based approach (point thumbs at yourself before pointing fingers at others), and start with the positive achievements before listing the things that an individual teammate may need to work on. Always lead from the front and show how it’s done when regarding anything technical, then watch your results begin to climb over the next several weeks. One of the best things to do is to show a modest, work-appropriate interest in a teammate’s personal life as well.

Think of evaluating your actions like reviewing a movie you directed. Look at the box office numbers (metrics) to see if you hit your targets, but also dive into audience reactions and critics' reviews (unexpected outcomes). What scenes (actions) worked brilliantly and which ones fell flat? Did you uncover any hidden gems or face surprising challenges? By analyzing these diverse feedback sources, you'll get a richer understanding of what resonated and what didn't, allowing you to refine your approach for future projects.

Present your findings like you’re telling a compelling story to a friend. Focus on the most impactful moments, the plot twists (unexpected outcomes), and the lessons learned. Use visuals to illustrate key points and make the data relatable. Highlight not just the successes, but also what didn’t work out as planned. Share actionable insights and proposed next steps with clarity, so everyone can see where to go from here. By making your communication engaging and straightforward, you’ll ensure that your message resonates and drives meaningful action.

Think of evaluating outcomes like gardening. You don’t just plant seeds and forget about them. Regularly check on their growth, adjust the watering, and learn from each season. Similarly, continually assess your problem-solving impacts, adapt strategies based on real-time feedback, and refine your approach. Use tools and metrics to track progress, but also stay flexible and open to insights. This way, you’ll cultivate a thriving environment of continuous improvement, where each challenge becomes an opportunity to grow and enhance your skills.

Once the problem is defined, it is vital to "Generate Options" on how the metric shall be achieved. Once it is prepared, one shall be chosen and the whole team will apply it to achieve the results. In the whole process from defining the problem to learn and improve, Store Manager shall use either PEOPLE centric approach or TASK centered. If one is Task centered, it will revibrate to associates and other managers that they are pushed to achieve the goal. If one is People centered, all relevant stake holders can observe that suitable environment will be available and it will pull them to achieve the results, which is sustainable in nature as well.

When managing a store, it's common to ignore the impact of problem-solving actions because it's believed there's no need. If a problem is solved, that's the end. Considering the fast-paced environment, there is no time to evaluate it further. So, outcome evaluation should be a part of the problem-solving process. I recommend the increase/decrease strategy. It means that while solving any problem, your solution should either increase or decrease something. Ex - Increase customer satisfaction, employee retention, and staff efficiency Decrease customer wait time, return rate, and missed opportunity. This way, not only are your solutions effective, but you tend to implement measurable and effective solutions.