Together we’re stronger

The working place today is a very different environment from years ago. Relationships with staff have changed dramatically. Since the advent of social media, where everyone can track everyone else's movements, likes, dislikes, personal beliefs etc., a more relaxed style of management has taken over, and the line between being a boss and forming friendships has become blurred.

Avoiding the pitfalls

When you cross the boundary between being a boss and being a friend, danger can lurk. Friendships are based on equality and a boss/employee relationship is not equal. You should aim to keep personal feelings separate from professional observations. You will also struggle to discipline a friend, so avoid putting yourself – and them – in that position to start with. Having said that, sometimes it's not easy to maintain realistic, clear boundaries with staff in a close knit bridal boutique environment. Whilst you always want to be a compassionate and approachable business owner, a professional style of owner/manager should always be preserved with healthy boundaries. Being respectful of each other is an ongoing process.

Your team

When staff feel stressed or anxious, it's probably more to do with a lack of strong leadership/management than their day-to-day jobs. So, for your part, as the business owner, and for any managers you employ, it's crucial you ensure the wellbeing of your team. The expression 'the customer always comes first' I believe has had its day and should be changed to 'staff always come first'. When they do, it's obvious your customers will benefit too. Putting your staff first means by the time they face the customer, they will do so with more confidence, knowing you are 100 per cent behind them. Customer service and care levels will rocket because you will inspire courage and determination. They will be able to work on their own initiative. Your customers will sense that and feel reassured they can trust them.

Progress

Have regular meetings. Avoid leaving issues to fester and multiply. Deal with any problems quickly. Your staff are a wealth of useful information, working right at the core of your business, whether on the shop floor or behind the scenes. Always encourage feedback, especially when it comes to procedures. Be open to change – where it benefits the business. Keep a suggestions book, invite everyone to contribute and go over content at meetings. Your final decisions must, however, be respected by your team; here come the boundaries again. Ultimately, you pay all the bills – including the wages.

Delegate

Are your staff given responsibilities? Or, as the business owner, do you tend to do everything yourself – because no one else does it like you! Your employees want to feel like they belong. Let go a little and give them delegated responsibilities. Let them find their way with your guidance. Having them work for the greater good of your company will prove beneficial to you as a business owner and your team will feel valued and trusted.

Communications

Make your expectations of your team explicit. Don't leave any grey or ambiguous areas of business – it's simply not fair. They will want to know what is expected of them and what they can expect from you.

Setting goals

Motivate and give confidence to your team by measuring and managing group progress. Set realistic goals and healthy team targets – and stick to them. Monitor this regularly to see if there are any areas your team need extra help with to achieve targets.

Reward

I am often asked my feelings about incentivising staff. Of course, we all like to feel rewarded for a job well done. How you do this differs from business to business. It may be a financial reward, an evening out, or a treat at a local spa. Rewarding individually can stir up resentment. Rather, reward the team as a whole.

Your obligations

Give your staff certainty in their positions by providing them with contracts and job descriptions. Do your staff have a sense of control over events in your business? Giving staff a sense of ownership will encourage tenacity, determination and raise morale. Do your staff relate well to each other? As I said at the start, this is a close knit, intimate work environment with a mix of personalities, so it is vital that everyone works together as a team. This can be summed up in one word – communication.

Training essentials

My Management Training Course will help to bring your manager up-to-speed with how you want your business to be run in your absence. Do your staff know how to build relationships in a short period of time? Book one of my Sales Training Courses and give them all the tools they need to do their jobs more effectively and efficiently.

Product knowledge training. Do you provide your staff with training in this, or is it a learn-as-you-go-along, informal approach? Customers can become frustrated with untrained staff. So, just like other training, this should be regular and ongoing. Where applicable, invite your seamstress or a seamstress into your business to give a brief overview of what can/cannot be done to a dress. This is invaluable. It will give your hard-working seamstresses confidence your staff are not over promising just to get the sale. And, for your customers, your team members will be able to deliver a strong, believable presentation.

Helena Cotter

Contact me via email at info@helenacotter.co.uk Call me on +44 (0)1582 451 238 or +44 (0)7896 944 759. Check out my website at helenacotter.co.uk

Date Posted: 4 June 2018

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