When it comes to labor shortage concerns, our best defense is to retain the great employees we already have. But how can you accomplish this when times have been uncertain and your focus leans towards maintaining and increasing sales? Well, surprisingly enough, employee retention and sales actually go hand in hand, and it starts with simply ENGAGING YOUR EMPLOYEES!
We decided to talk to someone with first hand experience in managing convenience store employees. Heather Fry, District Supervisor with Ayerco Oil, shared a couple of pointers with us on how implementing friendly competitions and placing management on the frontlines of her stores has not only improved their turnover rate, but has increased sales as well!
A great way to engage your employees (and upsell some product) is to start a friendly competition! Pick an item and see who can sell more of it. Not only does it get employees starting conversations with customers about products they might not have tried otherwise (leading to a boost in sales), it generates a bit of fun and excitement for your team. Be sure to give them an incentive to work towards and allow them to be creative in how they achieve their wins. Heather with Ayerco suggests a pizza party for the whole team when a goal is met, along with a special reward for the highest selling individual. This allows them to celebrate success as a team and helps build a bond between your core employees.
Be sure management is also engaged in the contest and are ready to lead the way to successful suggestive selling. Heather states (while running a cookie upsell contest in her stores), “When I was at store level, I would go in and help bake the cookies because of staffing issues. The manager needs to be engaged in the promotion and help be the cushion behind it.”
It is easy for your employees to feel burnt out when you’re shorthanded, so think about what you can do to help alleviate some of that stress. Heather shares that taking care of her core people involves communication, cross-training, and working along side them when things get busy.
Communication
When the going starts to get rough, be clear with your employees about your expectations. Be up front if you need to ask a bit extra from them and remind them that you are there to help them get through it. Asking employees what you can do to help them will improve morale and let them know that they aren’t alone.
Management should also build relationships with their teams by learning what is going on in their individual lives. Let them know you care with a simple “Hello, how was your weekend?” And be sure to say goodbye to each person as you exit the building. Things are tough for everyone right now and showing your employees some personalized attention can go a long way. Taking employees to lunch can also take your appreciation to the next level!
Cross-Training
Cross-training is a good way to make sure your employees have a bit of back up during sticky situations. One person can’t do it all and you will quickly find your workload bottle-necked if you can’t provide a bit of team support, especially when one employee calls in or doesn’t show. However, as you cross-train, be sure your employees are confident when stepping foot in situations they are not accustomed to.
One of the quickest ways to burn out your employees is by sticking them, quite frankly, where they don’t belong! Having people in the wrong positions causes the entire team to wrk harder. While it is important to cross-train employees, it is also important that you play to your team’s strengths.
Give your employees a good quality of life by evaluating your communication process and ensure the right bodies are in the right positions.
In the Trenches
Having management occasionally step into the front lines is an underestimated form of employee engagement. Show your employees that “you are in this just as thick as they are.” If shorthanded, be sure to jump in and help behind the hot case or in the kitchen. Employees need to know that you are in it with them to help avoid feeling burnt out or taken advantage of.
So, get out there and generate some excitement for your employees with a contest or appreciation lunch. Remind them you care with open and clear communication. Show them you have their backs by working alongside them now and again. Take good care of your employees, and they will take good care of your customers… and we all know what good customer service leads to: repeat visits and increased sales.
Check out this news feature about labor struggles at a new bluTaco and Champs Chicken location in Greer, South Carolina:
As you face this nationwide labor shortage, remember that our People Success department is a great resource if you need help engaging existing employees or hiring additional employees. Remember, you’re not in this alone either!
askhr@pfsbrands.com | (573) 632-3370