Retail Customer Experience: How to create a drama-free store

Staff drama can have a negative impact on morale, the customer experience, and sales results. Unfortunately, retail is essentially a petri dish for drama. Lots of downtime and working with a small group of people, many the same age and/or sex, can at times result in too much drama.

For our purpose we'll define drama as unresolved conflict among two or more people, over-sharing of personal matters at work, constant sharing of negativity, and/or talking about co-workers who are not present.

That last one, gossip, is the biggest drama maker of all. It's like a smoldering fire that along the way is fanned enough to blow up into a huge staff inferno. (How's that for drama?)

The key to avoiding drama is to create a store environment where it's simply not acceptable. That's why I like to create a Drama Free Store. A Drama Free Store defines and communicates the expected behaviors of all employees, and managers are quick to point out when someone isn't in alignment with those expectations.

Read the seven staff guidelines and the full article posted on Retail Customer Experience.