TOM’S Tips
YOU ARE your COMPANIES MIRROR
Tom Jennings Retail Training Expert A lifelong flooring industry member, sold his family’s retail business in 2006 and now serves as an educator and speaker. A past WFCA board chairman, he is currently chairman of WFCA Services, Inc. tomg.jennings@gmail.com “ The speed of the leader is
A s the owner, or manager, of a retail store, I feel that one area that is often overlooked is the manner in which we present ourselves. I find that too often our actions can be in direct conflict with the behaviors that we are dictating our staff members to perform. Let me explain. There is an old dog sled racing expression stating that “the speed of the leader is the speed of the pack.” I have found that this proves to be true in our stores as well. It is your job as manager to set the tone, and the pace, for those who look to you for guidance. We often forget that when we arrive each day that the staff is watching. They are closely checking to see what kind of mood that you appear to be in. They are watching to see how you greet both customers and sales staff on the showroom floor. They are waiting to see how you respond to the first bit of “news” from the administrative staff. They are listening to hear whether you say good morning to those you encounter. Do you seem to really mean it? They are taking note to see if you are laughing, or if you seem to be angry or distracted. Most stores have some form of dress code for the various staff members. As a manager, it is your job to see that the stores’
the speed of the pack. It is your job as manager to set the tone and the pace for those who look to you for guidance.”
12 Premier Flooring Retailer D3 | 2024
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