305: Supporting Your Team in the Retail Apocalypse

Jeannie and Adam discuss ways to inform your team and keep them motivated through the retail apocalypse. Retail apocalypse: Who thinks the end is nigh? Rumor has it we’re in the Retail Apocalypse…have you heard of this? With increased competition and ever-increasing customer expectations, the evidence is all around us. The internet is all abuzz with what this means for businesses on the macro level, but what about the actual people in your organization? Your employees see the evidence too. Stress is at an all-time high for many retailers, and that stress trickles down into your staff. So, are you addressing this? “Nobody wants to tell their staff the ship is sinking, because then it will just sink faster.” -Adam Toporek Although it’s hard to talk to employees about hard times, it’s much worse to leave them to their own securities. They’re not blind to plummeting stocks, negative sentiment in reviews... not to mention those customers who bring these things up to them! “If people do not have information, they will fill in the blanks with the most negative scenario…” -Jeannie Walters While they plug away at their jobs, employees who once felt secure are now asking questions in their heads, like “How long will this last?” “Will I still have a job tomorrow?” If you’re not talking to them about this, then there’s a good chance they’re planning their escape. So, what can you do about this? How do you support your team and tell them the truth without creating a panic? Adam and Jeannie have some great tips for not only starting these tough conversations, but for keeping your team motivated and sending them home feeling good about what they’ve done. Related Content 360Connext® post, 3 Destructive Consistency Issues You Need to Overcome Now Customers That Stick® post, Is Your Customer Service Consistent? Episode 286: Anthony Iannarino, Commitments Are for Closers Episode 219: (Tip) Consistency Across Multiple Brands We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices