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Presented at Naural Marketplace 2009 on July 9th
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7/15/2009
1
Staff Management: Tips for Success
Bill Crawford, MS
� Product Selection
� Prices
� Value
What Makes Your Store Stand Out?
� What is “value”?
� What You Get for What You Paid
� Tangible AND Intangible
� The Shopping Experience – Both While You Are In the Store and After You Get Home
Value is what customer service adds to the products that you sell
Value
7/15/2009
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Who Provides Value to Your Customers?
Natural Foods Merchandiser’s Annual
Market Overview
A Look At the Marketplace
7/15/2009
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How Did Sales Do?
Be Sure to “Hire Right”
� What skills will you “hire”?
� What skills does the employee have to provide?
� What skills will you “train”?
How Fortunate Our Industry Is!
7/15/2009
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But – We Still Have Challenges!
A recent survey of Barnes & Noble employees revealed that, while 18 percent say they read daily, 34 percent admit they hate to read.
Gainesville Health & Fitness
� Story in August’s Inc. magazine
� How do you find the right employees to maintain your standards and serve your customers?
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� Take Time to Get Some Good Questions
� Ensure That The Conversation Flows BothWays
� If You Don’t Hire Them, They are Still a Potential Customer
� If You Do Hire Them, You Have Just Created a Communication Protocol
A Little Bit On Interviewing
What About the Staff That I Already Have?
� What Are Your Hours?
� Where Do I Park?
� Where Are The Restrooms?
� What Brands Do You Recommend?
� What Is Unique About Your Private Label?
� What Is Your Procedure When the Credit Card Machine Crashes?
� When Do We Get Shipments?
� Do We Do Special Orders? Mail Orders? On-Line Orders?
� What Are Our Ingredient Standards?
� Do We Match Competitor’s Prices?
All Employees Need Training
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To Train or Not.......Dr. Rajiv Lal, Harvard Business School, Senior Professor of Retailing
The Paradox of Training:� When the economy is poor and revenues are
down, a lack of resources is sited as a reason to forgo training.
� If the economy and business are good, a lack of time is cited as a reason for forgo training.
�Come to grips with the importance of training and put it on the budget; it is an asset that will return benefit, not simply a cost center.
� Insist on Two-Way Communication
Communication
Enroll In The Right School
Management Schools
� Theory X
o Theory Y
7/15/2009
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MBWA
Career Like a Rocking Chair
� Rules/Rewards
Carrots and Sticks
7/15/2009
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A Formula for Motivation
M = V * E
Motivation =
Valence *
Expectancy
Your Staff –
Your Representatives
Your Emissaries
Your Delegates
Delegation
First Steps� Delegate
� Where Are You Comfortable?
� Where Are They Comfortable?
� Give Them The Authority
� Hold Them Accountable
� Monitor Progress
� Review Results
� Correct in Private
� Praise in Public
7/15/2009
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First – DelegationThen - Empowerment
� Delegation
� Trusting someone to carry out your ideas in solving a problem
� Empowerment
� Trusting someone to use their ideas to diagnose and solve a problem
At least we hope that is true with the answers…
We Can Visit Later…..
� Via E-Mail or Phone:
� 918-451-2404
� Columns and Blog
� www.naturalfoodsmerchandiser.com
� Future Show Seminars
� Expo East
� Natural Products Northwest