RetailBizBlog

Throughout this blog I have talked so much about quality leadership.  As I watch my favorite NHL hockey team (New Jersey Devils) make it to the Stanley Cup round of the playoffs, I am constantly hearing about the success Head Coach Peter DeBoer is having.  He was hired after a lackluster stint with the Florida Panthers, to the chagrin and confusion of many Devils fans.  In a single season, Coach DeBoer has transformed a franchise that has built their legacy around defensive hockey, into a productive offensive machine.  This "new-look" team continues to confuse opponents throughout the playoffs, as it is nearly inconceivable that a coach can turn around a franchise in a single season with so much radical change. As a fan, I am proud to read about how his work ethic, discipline, and leadership have reached each and every player in that locker room.  His team is considered to be overachieving.  Where does over-achievement come from?  In theory, it was...

Speaking the language of the people around you can be a much more difficult task then you could imagine. Not everyone has the charisma to captivate an audience of 1-1000 with ease. That is why listening is one of the most important things you can do as a leader. All too often, leaders of today are so confident in the abilities that got them where they are that they expect those around them to mold to fit them. Several companies have enlisted the help of external consultants and educators to attempt to "teach" people how to listen. Unfortunately, no amount of practicing asking questions and para-phrasing someone's comments can really teach someone how to "listen". Those drills are for Management 101. I thought about this while watching that reality show about Corporate CEO's that work a few days in the "trenches" to gain a different perspective. They gain an understanding of both their people and the way their company really operates. In re...

So far, I have talked much about what kind of employee and leader companies should be looking for. There is another side of that coin. Employees, must also try to seek out employers that stand for and practice the things that are most important to them. In 2002, my sister graduated from Tuck's MBA program. Peter Dolan (then CEO of Bristol-Meyers Squibb) gave the investiture address. Most of the time at such addresses, I may find myself flipping through the program trying to determine how much longer I will have to endure this speech. Not this time. Mr. Dolan, who delivered this speech in the midst of his own corporate scandal, mentioned something very early on, that I have always remembered. He discussed that even in the face of growth and opportunity, you must keep your presence of mind to be aware that it is not costing your values or integrity. He faced such opportunity, and walked away, as the methods to achieve that opportunity no longer were in line with his own value...

I had a phone interview yesterday. Since I have started writing this blog, I have become very aware of the actions and qualities of those around me in the retail world. After I had this interview, I collected my thoughts, and it occurred to me "WOW!! That girl really knows what she is doing!!" A phone interview is a very unique thing. You don't have all the benefits of meeting someone face-to-face. You can't see their reactions, their mannerisms, or even if they present the right image for you. You also don't have the ability to control the level of distractions for the candidate. With all these things against you, how do you get it right? I am simply going to tell how this person conducted this interview...cause THIS is how you do it!! She started off by introducing herself and very clearly explaining her role in both the company and in the interview process. Throughout that part, she used easy and energetic language as well as several different tones ...

As with coaching, it is just as important to understand the person you are talking to. The result will be much more significant if the discussion is tailored to the individual. Even more important though is understanding your employee's ability to receive criticism. Some people welcome criticism openly, as they understand it is only designed to improve performance. Unfortunately, most people just don't like being told that they are not doing something correctly. When counseling an employee, it is very important to convey that you are simply trying to correct or improve a behavior or an action, you are not attacking them as a person in any way. The easiest way to accomplish this is to simply discuss just the action in question. It is best to avoid using directed words like "you", or stating other employees opinions about the action, because that makes the conversation about the employee and not the behavior. It is much easier to counsel an employee on an action ...

Coaching and Counseling are the two strongest tools a manager has to increase the productivity of their staff. Typically coaching and counseling are discussed together as they pretty much go hand-in-hand. Here I will focus on the Coaching aspect as "part 1" of this two-part article. First, I would like to identify the difference between the two. Coaching is a form of communication used to teach a new job skill, or to improve upon a current skill. Counseling, however, is used more specifically to help correct an observed behavior or a method of performing a task. For either to be successful, the most important part is being able to properly identify what form of communication would be most appropriate for the associate receiving it. I have usually seen employees grouped into 4 basic categories. 1. No Experience/New - It is this person's first job. They need the MOST communication. If you delegate them a task without thorough direction, they will not complete it ef...

In a time when customers are demanding value and are really trying to stretch ever dollar to it's limit, some companies are doing their part to help. Whole Foods Markets are giving "value tours" to their customers to show them that even at a store with a pricey reputation, value is within reach. You can read more about their approach in Hawaii's Star Bulletin's: Getting the Whole Picture. I previously discussed the importance of corporate image to consumers. Whole Foods, embraced their reputation as a high-priced grocery retailer. They offer a level of quality and freshness that has raised the bar in the grocery industry. Instead of lowering prices and sacrificing the bottom line to grow their seemingly cult-like following, they took a more pro-active approach by educating their customers on more cost-conscious ways to shop. This is the kind of "outside-the-box" approach that more companies need to explore.