In talking with specialty retailers, one of the most alarming complaints I hear goes sompin’ like, “I just can’t find good people to hire”.  I’d like to offer a solution to this problem.

Three ABSOLUTE requirements to be hired here:

ONE: Fit; you gotta fit our vision of how the team works together for the benefit of the company.

TWO: Coachability, you gotta be capable of learning and successfully applying new skills.

THREE: You gotta want to work here. This can’t be just a quick “something to do”.

After the owner has interviewed, qualified and then hired people who meet the above criteria, it is the responsibility of the owner (or guy responsible to the owner) to make sure the staff is capable.  They don’t necessarily have to arrive with specific technical or sales skills, BUT they have to be willing and able to learn from you. Of course they must be willing and able to apply the knowledge and skills to the best interest of your business. The owner (or guy responsible to the owner) must provide training (education) for staff with…

Three ABSOLUTE training focus points to work here:

ONE: The consumer is our job, not an interruption in our job.

TWO: Continually improve professional and technical skills and knowledge in keeping with our desire to compel the consumer to believe that we are the absolute best source for information, services and products.  (install bay & sales floor)

THREE: Always be capable of communicating to the consumer our superior professional and technical skills and knowledge in effort to insure the consumer realizes that we are the absolute best source for information, services and products.  (install bay & sales floor)

When the owner takes responsibility to hire people who fit the ABSOLUTE requirements to be hired here and then the owner follows up with the responsibility to continually focus the staff on how to manage the consumer relationship from the first encounter through the installation, back of sale follow up, to the referral consumers, success is a lot easier to achieve. 

Leave this responsibility up to your sales reps, your suppliers, your competitors or chance and I assure you that success will be a lot more elusive. Take a moment; and replay in your mind, the first consumer you sold when you first opened your store. You did everything possible to make that consumer confident that you were the guy.

That’s the sense you want your staff to approach each and every consumer with, each and every time. If this sounds foreign to you or it makes no sense, do yourself a favor and secure the services of a business advisor. Call me. I know some good ones. 949-600-8195