How do you hide your mistakes when the customers are not coming through the doors?
It is hard finding the motivation when the sales just aren’t there. When the sales are down, hiring freezes kick in. With a hiring freeze each employee is asked to pull more than their own weight. Everyone is so busy they forget to say thank you. Those missed opportunities for leaders to say thank you lead to the remaining employees starting to feel overworked and underappreciated.
Then they quit.
So how do you stop it? Controlling the spiral takes a lot of effort that most big organizations don’t take the time to make.
Finding motivation for employees who just had their hours cut takes talented leaders.
Years ago I had the chance to work with such a leader.
To set the stage:
Store sales were in the toilet and associates that had been working 30-40 hours a week were cut down to 4-8 (I was one of them-barely paying my rent while going to school), full time associates were “encouraged” to take half days of vacation or unpaid off without penalty to save payroll and spirits were low.
So this leader hit the sales floor and turned customers into a challenge. Each associate (including our normally office bound leaders) in the store was tasked with being a personal shopper to those few customers we had. Tasks were second to being the best customer care associate you could be. If that meant walking them to light bulbs and helping them chose, you did it. If it meant debating the power of this saw versus another, you did it. If it meant escorting them to the bathroom you did it. You stayed with that customer and made sure they found everything on their list and more. You got a ladder and pulled the box off the top shelf for them. You adventured through the chaos of receiving and into the back room to get the colour they wanted. You made sure they knew your name when they left. You made sure they knew people would help them when they came in. You made sure they were going to come back.
Then, when the floor was dead we went back to tasking.
It took a few weeks. They were hard weeks with more tasks than staff, but sales started to turn around. Average ticket went up. We got more hours on the floor giving us more time to do tasks, and we just kept helping people.
The customer came before getting the stuff put away, and the stuff still ended up getting put away because when someone needed something you were right there to get it for them and leave the rest on the shelf for the next customer.
In the end, we can live without all of the tasks “we think are important” being accomplished, but those tasks don’t matter if we don’t help them buy the stuff in the first place. Sales can be powerful, but when sales aren’t as high and customers aren’t crashing your site with traffic or blocking your aisles to get to the register, sales are still out there if you focus on the customer’s needs before your own.