Time to BREAK the current culture

Current culture is:

Mediocre customer service is seen as normal

“Social Hour” within the employees as opposed to focusing on and engaging with the clients

Minimal product knowledge is accepted by management, despised by clients

Minimal sales training

Lack of inventory knowledge

Who builds/creates the culture?

Owner/Ownership group

Management

Who accepts the culture?

Salespeople 

Shop people

Inventory people (stockers)

Cashiers

Why is the current culture accepted - from management and owners

The internet is killing brick and mortar - 

Owner/Management will only hire people that will engage with the customer and those people don’t exist, so they take what they can get.   Those people must be trained properly. 

This generation job hops with no real commitment to anybody, so we take what we can get and make the most of what we have.

We cannot compete with the “big boys”, so we are going to do our own thing with what we have available to us.

Week of 6/24/24-6/30/24

How we BREAK the current culture and REGENERATE  a new culture

To break the current culture:

We must "change" the HEART to "change" the MIND.

Until you believe in the changes that must occur, those changes will not happen

Why is change so difficult for most people?

Comfort Zone - people can get comfortable in the current culture and are afraid to step out of that "comfort zone"

• Growth and comfort will never coexist.

Fear - the majority of people are:

• Afraid of failure
• Afraid of being embarrassed

Laziness - we as people love:

• Routine - safe and easy (not always the best path forward)
• Predictability - leads to complacency, and complacency sucks!

Impatience - if the change does not happen quickly, the change is not working, so why change?

Unclear benefits - there must be a vision in place when it comes to change.  

• If the vision is not clear, the change will not happen.

All employees of the store work for the client.  Not management, not the owner, but the client.

Without the Client:

• The management team would have nobody to manage
  • management team helps clients, supports the sales team and manages systems
• The owner would own nothing
  • the owner works on the business, not in the business

Change the Management Team to the Leadership Team

Leaders have the ability to lead through the good times and the tough times

Leaders will always lead, and managers will always manage.

Leaders will always:

• Have the proper systems in place for sustainable and acceptable growth
  • Client services as priority one 
  • Product knowledge training
  • Proper sales training
• Place product knowledge as a priority
• Create more leaders within the team