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Got your newest guide yet?
How to Write Impactful Reviews That Matter
Writing employee reviews used to feel like climbing Mt. Everest. Then, I developed a process that streamlined the whole thing.
Now, I get to share all my best practices with you. This 8-minute read will show you how to plan, write, and deliver impactful reviews that matter.
“Kit uses simple language and avoids extra jargon. This guide is relatable, engaging, and easy to apply.” – Vaia Mesitsa, Assistant Manager.
You can grab it right here.
Now, on with today’s newsletter.
Welcome to Retail Renegades.
In every issue, I tear into 1 of the 10 biggest problems all retail leaders face:
- Delegation
- Priority order
- Building culture
- Self-confidence
- Speaking up
- Time management
- Actionable empathy
- Dealing with an overbearing boss
- Clear & consistent communication
- Streamlining processes – working smarter & saving time.
(If you want to smash all 10 of these AND master the fundamentals of running a kick-ass store, I’d love to have you in The Break Room.)
Building Culture
Dedicate time to your best performers.
This week, I want to help you recognize your top people. We must make it a priority every month. Our top performers will help enrich the culture.
Here’s how you do it.
Our best people sometimes get left in the dust.
They’re so good; we rely on them so much that sometimes we forget they need support, too.
We need to re-recruit our best team members so they don’t burn out, feel forgotten, or feel unappreciated.
Grant time off
In my store, I’d grant 98% of requests that came across my desk. The only ones I’d deny were if someone requested the entire week of Christmas off – yeah, that’s a no-go.
But I approved most of the requests. Yes, even on a weekend. Yes, even if they want a week off. If you can grant it, do it. Sometimes, store leaders get stressed (okay, often) and transfer that stress onto their best people.
“You can’t have Saturday off! We have a big sale that day! We need you here!”
Right?
Be realistic. Do you really need them there that day? Could you work the floor, sell, and partner with the new people? Probably. So, do it.
If we don’t grant time off, our team feels unappreciated. Hard work should be rewarded, so grant time off.
Slow down & ask them how they are
Retail is a rocket ship. Each day flies by so quickly, and we rarely get time to check in with our team – especially when they’re doing fantastic. Build time to connect into your schedule.
Have a high performer close with you at night. During downtime, check in with them. Ask them about their life outside work, at work, or with family. Ask them if they’d like to learn more at work or if their schedule is working out.
Whatever. Make the effort to talk to them and work alongside them. They will appreciate that more than you know. People crave connection and recognition.
People who outperform the rest know it. They know who’s not pulling their weight and who is. You can get a feel for this without calling anyone out by name.
Give them a special project
For some reason, my team loved working in shipment and helping the visual team. It’s probably because that schedule was pretty sweet. However, I wouldn’t let anyone pop in and help.
If you were scheduled to help with shipment, you had to be on your game. If you wanted to help with a floor set or window change, you had to be on time, work quickly, and stay focused. The people who couldn’t keep up were usually not scheduled to help with shipment again.
My best performers were allowed to help with special projects if they wanted. They got to do something fun because they were always reliable and dedicated.
Be mindful when writing your schedule. Let people know you scheduled them intentionally because they’ll do well. They will be beaming!
It’s so important to recognize those people who are your store’s backbone. The team looks up to them, and they set an example.
Grant time off whenever possible, work alongside them, and give them special projects. They’ll grow with you, possibly into a leadership role, or take what they’ve learned to another job.
Either way, you’ve won because learning and growing is the goal.
Mailbox
I got this DM this week.
“Please write about how to follow company policy and still provide excellent customer service. I have a few co-workers that believe it is good customer service to break policy as long as the customer is happy.”
Yeah, it’s tough.
I’ve definitely given a customer what they wanted because I knew if they called customer service, they’d get it anyway. That said, we would still generally follow the rules.
I’m not returning worn shoes—that kind of thing. “Unfortunately, we don’t accept worn items” usually does the trick.
Employees often waiver because they’re unclear on the rules or don’t know how to say no. It takes a lot of practice to tell someone something they don’t want to hear, but leaders must uphold policies in general.
We can say no but still be kind about it.
Level-Up
One thing you can do today to be a better leader.
Take the heat
Is a customer returning something, and does your cashier have to tell them no? That’s hard. If they are a newer employee, and it makes sense, step in and help them. Your employees learn by watching you.
If you can connect and say no gracefully, your cashier will learn from that.
Be realistic, too.
If a customer just bought something and it broke, consider returning it because that sucks for them.
If they’re asking for a price match and that’s not something you do, you can say that, too. “Unfortunately our company doesn’t honor price matches. I know! I’m so sorry.”
Act like you’re talking to a friend, and bad news will land way better.
Wait, before you head out –
Check out my 14 day leadership summit for retail leaders, Decoding Leadership Styles. I’m working on the course modules right now, and this is going to be so much fun and help you create cohesive, supportive leadership teams!
I cannot wait for it to begin!
Find all the details here ⬇️ and put your name on the list for an invitation. Space will be limited.
Alright, have a kick-ass weekend!
Hit reply and let me know what you think of this newsletter. Good? Bad? Helpful? Do you have questions you want answered?
See you next time,
Kit
Looking for more ways to save time and run an awesome store? Let’s go!
If you want to learn how to write an excellent schedule in 60 minutes, go here. This ten-minute read will save you time and make your store more money, even if you are new to leadership.
Got a store visit coming up? Want to know how to prepare? Go here.
I’ll show you how to prep for a store visit and you won’t have to work twelve-hour days.
Score 20% off right now.
Buy one and you’ll have the option to add the other in the checkout screen. 🤓
⭐️ Want ALL the how-to nitty, gritty info?
Order my book today! The Retail Leader’s Field Guide: How to Run a Kick-Ass Store Where Everyone Wants to Work will help leaders at all levels, even if they are new to leadership.
See you next time!
PS – You’re a badass and you can do hard things.
PPS – Stay rad.
