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Crowds of people zooming past one another, baby strollers rested along racks of clothes as mothers and fathers shop, lines zigzagging throughout the store—the holiday season has crept up once again. The National Retail Federation’s 2012 survey confirmed more than 88 million consumers shopped in-stores and online on Black Friday. Amidst all the hustle and bustle, how are top retail leaders and managers planning to beat the “holiday burnout” in terms of keeping employee morale and productivity up during the holiday season? Long hours, employees calling in sick last minute, gift returns, etc., calls for copious amounts of stress. Although the feeling of being burnt-out can not be completely eliminated, here are some tips to help avoid becoming an overworked, overstressed Grinch at the workplace.
1) Plan early! Plan months, weeks, or even days in advance. This can include plans for keeping the staff engaged with customer service, the number of store associates working for each shift, the number of hours for each shift, the number of employees stationed at each department, etcetera. By planning in advance, chaotic situations may be minimal which in turn alleviates stress levels for all parties.
2) Always develop a strategy in case incidences happen unexpectedly. For example, if a customer spilled coffee all over the tiled floor in front of the Women’s clothing department, what actions would be taken? Who will take the initiative? Would it be the shift leader who was upstairs in the Men’s department when the spill happened? Or the sales associates who was standing 10 feet away from the spill? In simple incidences such as this, delegate a plan such as, whichever employee saw the spill first is responsible for cleaning the mess. If a customer notices the spill and informs an associate, have that associate take the initiative to ensure other holiday shoppers are not harmed. Take the appropriate measures to develop strategies (even if they are on the spot) to ensure a pleasant shopping experience for all customers and staff. In this incident, a lawsuit may have been avoided.
3) Have a plan for employee absence and call-ins. It is inevitable; employees will call in or not show up for their shift. If an employee calls-in last minute because s/he can not work a shift, what would happen? Extend an employee’s shift who is currently working? Go through the call schedule? If you are unexpectedly short of staff, always begin recruiting within the store, and then reach out to employees’ who are not scheduled to work. The last minute call may make any shift leader want to pull his/her hair out, but there’s always someone looking to make more money. And better yet, if your store holds your employees to the highest degree, then they may willingly want to help the store when short-staff problems arise.
4) Communicate with the entire team daily. Set up regular short meetings to ensure everyone is on the same page. This will make sure all staff (in all departments) is in sync with the latest news, changes, etc., which ultimately eliminates confusion. This may also increase an employee’s sense of self-worth; it promotes productivity and gives the employee a sense of belonging and importance in the company because the supervisor(s) allotted time to check up on him/her.
5) When on the sales floor, always pay attention to surroundings. Step in when needed to ensure the store runs smoothly. After all, the more chaotic the store, the more stressed managers feel. For example, if a cashier is having difficulty with ringing up an item, don’t feel pressured to “hurry up the line” and push the employee out of the way—this will show the employee management does not care, or worst, think s/he is a nuisance or a useless body. Instead managers should greet their cashier first then solve the issue collectively; this will show the employee that store leaders regard them as a human-being and it also promotes team work and problem solving strategies.
Follow these 5 tips and celebrate the holidays with ease.
*e-VentExe is a full service human resource consulting company in Northern California specializing in training & development, recruitment & retention, and outsourcing & compliance. Our consultants collectively have over 60 years of professional experience in HR, 30 years specializing in retail. e-VentExe is dedicated to meeting and exceeding clients’ needs.