When a store has a culture where employees must constantly defer to management, it not only diminishes a customer’s confidence, it’s frustrating. In order to get the most from your employees -- especially in this challenging environment -- you have to lead with confidence while giving staff the autonomy they need to excel.
David Peters, Jewelers of America’s resident education and management expert, shares the following tips to inspire your staff to perform at their best:
- Encourage Flexibility with Guidelines: Give responsible employees the freedom to solve customer problems and answer questions within flexible and reasonable guidelines.
- Extra Tip: Customers that experience or witness employees acting with authority on their behalf develop a greater confidence in the company.
- Support Through Strength: Be bold in your decision making and courageous in support of your staff.
- Be Ethical: Act ethically in all things.
- Inspire Creativity: Encourage and reward employees to think imaginatively in their quest to provide outstanding customer service.
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