Dear Retailer,
It was supposed to be my day off. I was just 27 years old and I should have been spending the day on the beautiful Grand Haven beaches, but instead I was in the surf shop directly across from my store peeking out the window through a rack of bikinis.
I was spying on my staff.
And, you guessed it, I didn’t like what I saw. The store was full, but my employees were huddled behind the counter talking to each other, completely ignoring the customers.
I had a crew of smart, capable people who I thought were going to be great – but they weren’t. They were hit and miss, middling at best. My first reaction was frustration, even anger. But I quickly realized…
It wasn’t their fault, it was mine.
I looked myself in the mirror and asked, “Bob is this what you want? Stress? Frustration? A lackluster customer experience? A mediocre business?”
It wasn’t.
What I wanted was a team who treated the customers with the same care and attention that I did. A team who knew what to do and how to do it. A team that didn’t need to call me to put out every fire and could handle every problem thrown at them.
But I hadn’t done my job. I hadn’t given them the training they needed to be successful on the floor.
Creating that culture of excellence seemed nearly impossible until, after years of trial and error, I perfected a training process that turned my rag-tag crew into rockstars. This process is exactly what you’ll learn in…
It was supposed to be my day off. I was just 27 years old and I should have been spending the day on the beautiful Grand Haven beaches, but instead I was in the surf shop directly across from my store peeking out the window through a rack of bikinis.
I was spying on my staff.
And, you guessed it, I didn’t like what I saw. The store was full, but my employees were huddled behind the counter talking to each other, completely ignoring the customers.
I had a crew of smart, capable people who I thought were going to be great – but they weren’t. They were hit and miss, middling at best. My first reaction was frustration, even anger. But I quickly realized…
It wasn’t their fault, it was mine.
I looked myself in the mirror and asked, “Bob is this what you want? Stress? Frustration? A lackluster customer experience? A mediocre business?”
It wasn’t.
What I wanted was a team who treated the customers with the same care and attention that I did. A team who knew what to do and how to do it. A team that didn’t need to call me to put out every fire and could handle every problem thrown at them.
But I hadn’t done my job. I hadn’t given them the training they needed to be successful on the floor.
Creating that culture of excellence seemed nearly impossible until, after years of trial and error, I perfected a training process that turned my rag-tag crew into rockstars. This process is exactly what you’ll learn in…