A rapidly changing retail landscape - but what about its people?
Caroline Palmer
Raising the Baa: ewe-nique corporate events and team building 🐑 Luring execs away from screens to sheep farms 🐑 Team challenges and chill-outs 🐑 Sustainable results boosting workplace wellbeing and morale
When it comes to large retailers, there's not much that @Andrew Jennings has not experienced during his 30+ years' career, including C-level posts at Saks Fifth Avenue, Harrods and Woolworths (the South African brand) - and he remains an avid student of retailing.
Andrew recently delivered one of UWE Bristol's excellent lectures as part of the university's Distinguished Address Series. He shared his thoughts on what makes for a successful retailer in the current climate, citing as diverse examples as Fortnum & Mason and Primark as shining lights.
Aside from the four pointers Andrew examined regarding retailing itself, he rightly feels that people make or break an organisation. When we're researching prospective clients we check the company's mention in any recent news online, then take a look at the careers page of their website. If I had £1 for every time I've read the words "our people are our greatest asset" I'd have a far healthier pension than I do right now! And whilst this is good to see, it's surprising how many companies don't go on to explain how they make their people feel that they are this important.
Andrew outlined three points which he uses to help retail organisations to go from good to great - and of course these apply to any thriving company:
- Nurture leaders who inspire. Leaders should cast a shadow for people to follow. I remember hearing from one of my earlier business mentors: as a leader you have to ask yourself "would I follow me?"
- Managers who can ruthlessly implement the organisation's strategies and plans - might sound obvious but I feel the adverb 'ruthlessly' is key. Whilst it might sound a bit aggressive it's more about working hard to deliver time and time again.
- Frontline people (customer facing either in person or virtually) need to not only meet but exceed customer expectations at every touchpoint.
Andrew concluded by stating that investing in people is fundamental to ensuring the retail organisation's success. And I think we'd all agree that this goes beyond the retail space.
How do you make your people feel that they are your organisation's greatest asset? And please tell me you use more original wording than this on your collateral!
Thank ewe @Andrew Jennings for an thought-provoking address and to UWE Events team for organising it.