Retail Leaders, Now is Your Time

The company I work for lets me do whatever I want.

Well, let me rephrase that.

I follow all of their rules, I uphold and enforce all of their policies and procedures, I disseminate the information they give me, and then I make decisions for my building that I see fit. When upper management pop-visits my store, I do well. Then I get left alone. (I know, I get to do whatever I want, sounds way better.)

Retail managers get way too caught up in what they can or cannot do. They worry about getting in trouble. They worry about getting fired. There is a lot of fear that surrounds the retail world because, in the past, that’s how bosses motivated people. Which is really terrible but that’s the truth. Times are changing and let me tell you, if you are a retail leader, you are smart! People want to hear what you have to say.

I’m confident. I trust myself. I know when to change course. I know what rules I can break and when I can break them. You can start doing the same.

I’ve worked in retail buildings for 20 years and I’ve learned a few things.

You know it best

You are in your store for at least 40 hours a week. You know it better than anyone. If something isn’t working, try something else. Don’t go crazy. Don’t merchandise everything wherever you want. You still have to follow guidelines but you can take action to make things better. You probably won’t get into trouble.

Getting in trouble. I hear that one a lot. Stop worrying about getting in trouble. Do the right thing for your team and for your customer, you won’t get in trouble. What makes sense? Do what is best for your business and your customer in the moment. Everything is flexible.

“As long as you’re not taking money out of the register, you can pretty much do whatever you want.” — a former store manager of mine.

That quote is an oversimplification but it gets to the point quickly. You don’t need permission to make a customer happy. Bend the rules occasionally to help someone out and you will never be wrong.

Hire happy people. Know when to change course.

The world is short-staffed at the moment. Everyone is looking for employees. Hire motivated, happy people, whoever they are!

My regional manager was traveling around to her stores. She stopped for lunch at a small diner in town. Her server was fantastic! By the end of the meal, she said, “you should come work for me”.

As it turns out, the waitress had applied at the local store, only to be turned down because she couldn’t work weekends. The regional manager pulled her application, gave it to the store manager, and they hired her. That means that the store manager was going to pass on a fantastic applicant because she couldn’t work weekends. Okay, yes, you can’t grant that schedule to everyone but if it makes sense, bend the rules and hire her. Schedule her the other five days she has free and make your life easier.

Happy people make your life easier.

Stop putting these walls around yourself in regards to what you can or cannot do. You’re in charge for a reason.

Over Labor Day weekend I got a text message from another store manager, in a panic. She was supposed to have racks outside for a sale, which means someone has to stand outside with the racks. People called out, they were busy, they needed that outside person inside…now! She asked me if it was okay if they pulled the racks in. She was worried about getting in trouble. I told her to kill it, shut it down, bring the racks in if she couldn’t manage it. Just do it. Know when to make the call.

This isn’t working so I’m changing direction. Now.

In August, with a line through my store, a register went down. We had an extra register that we weren’t supposed to use because it wasn’t six feet apart and it didn’t have a plexiglass shield. I opened it. We used it. We moved people through the line quickly. I didn’t ask anyone for permission. I just did it. A week later I told my bosses what I had done. “Yeah, of course” was pretty much their answer.

I break the rules a lot for my customer’s benefit. I get them out and on with their day fast. They have little patience for waiting in lines. They have to-do lists a mile long and when they gotta go, they gotta go. I know this is true for everyone but my customers are a special breed. They’ll put down their stuff and leave if the line isn’t moving.

Know your customers. Help them out and they will keep coming back.

Finally

There are a million little things that you have to keep track of when you run a retail building. Yes, you have to do what your company wants and follow the rules but you are the expert within your four walls. No one knows it better.

You know your staff along with their strengths. You know what your customers want from you. Partner with your bosses along the way and you’ll start to gain your footing, your confidence will build.

Make quick decisions that keep everyone’s well-being in mind and you won’t go wrong. Retail leaders have a ton of power to contribute and to run things the way they want right now. Retail leaders are hard to find these days. Smart, savvy ones are even harder to find. Trust yourself, treat people well, and you’ll be making the right decision.

Hey, thanks for reading! Check out my publication, Traveling Money. It hits your inbox every Saturday morning. Each week I encourage you to slow down, not sweat the small stuff, and do more of what you love. It's like your own personal cheering section. Let's Go!