This Episode: The Single Most Important Concept In Retail Management
If you struggle with getting your team members to do what you want them to do, this episode of Real Retail TV is for you. A non-negotiable standard is defined as a standard to which everybody adheres to in exchange for their paycheck. Once you set a handful of standards and enforce them, it will naturally become a part of your store culture.
What are your non-negotiable standards? I’d love to hear about them in the comments.
personal phone calls and answering your cell phone while with a customer
Being on the floor ready to work has been an issue with 2 newer, younger staff members. We went on a 5 day vacation and one was late 3 of those days. We ask staff to be on the floor ready for a team huddle at 9:15 a.m. When I got back, my floor supervisor told me of this. I took in the young lady and handed her a warning letter (it was not the first time she was late). This letter told her we were serious; she even understood and didn’t argue. It also gave me the confidence that she was on notice and I could fire her with cause if she was late again. She was late again yesterday. I took her into the office to hear what she had to say. Turns out she wants to quit for personal reasons. So, by enforcing our standard, we avoided a messy, uncomfortable scenario where she did not have the confidence to tell us her new, personal plans and we enforced our rule in the eyes of the rest of the team. We wished her well in her new plans and the split is amicable. So much easier to have that standard to “hang our hat on” – everyone knows the rules they have to play by. Now to do this with other standards!
Maybe I missed it in the video, or hopefully it’s obvious, but the non-negotiable standards should be attainable by all staff in the responsible position. If possible, the owner or manager should ensure they are able to meet the non-negotiable standards they plan to set. Ensure they actually work in a “regular work day and work environment” before implementing and enforcing them. You’d hate to release an employee who did well in their position but couldn’t meet a non-negotiable standard for obvious reasons. As you mention, don’t punish those who are meeting the criteria, and don’t delay to enforce the consequences if sufficient training and warnings have been given and requirements are still not met.
How in the hell can we insist on any standard when we can’t get anyone to even show up for work???
That is indeed frustrating. And a different problem that is of course about the hiring process. Be sure to use the Red Hot Help Wanted Ad system!
I had to let another employee go because she felt she did not need to adhere to the standards I set for the store. Regardless if we went over the things she was not getting completed on the opening and closing checklist and the fact that everyone else had to pick up her slack. Not acceptable. When I spoke with her about it for the last time she did a heavy sigh and said “here we go again”. I told no we are not doing this again, I’m letting you go. Not sure why she was so shocked. When you have an employee like this it sends the wrong message to the other staff members. All in all it was the correct decision.
stay strong, you did the right thing for you!
Thanks for the comment, Pamela. Probably a miss-hire to begin with, so I commend you for correcting the problem. And now you learned from it. You also set an example to your team, and they know you are serious… that’s huge. Be sure you don’t have too many non-negotiables. 3-5 is key.
LOL, Perfect timing! I created an opening/closing and daily checklist because things weren’t getting done. For several months I let things go because I thought we were in a learning period and I would send out communications about the importance of doing the tasks on the list. Two weeks ago out of frustration I reworked the sheet and created sections of “must be done daily” and “as needed” tasks. I even highlighted the “must be done daily” in yellow. We are more than a week in and I have not received one completed list. GRRR!
Hey Tracy! Letting things go only brings pain. If you’ve got good folks who just need to be inspired, try a low- or no-cost rewards-based campaign for submitting the completed lists… treats, perks, privileges. Thanks for the comment!
We have non-negotiable standards, but we sometimes fail at the consequences. And you’re right, if you have no consequences, they don’t work unfortunately. I often hate confrontation so I will let things happen and will do a blanket statement to all about the standard, and that fails as well. It’s key to nip issues in the bud and I need to work on that.
Good awareness, Tina! Just do it! My advice: Don’t use blanket statements when a standard is missed by some. It punishes those who ARE meeting the standards instead of correcting those who aren’t. Immediate and specific feedback to the noncompliant person is the only option, and it has the three-pronged benefit of 1) helping the individual understand the expectation, 2) showing those who ARE towing the line that you are protecting them from those who aren’t, and 3) ultimately serving the customer in the way they deserve to be served. Bonus: nip it in the bud and you only have to have the “conflict” one time!