More than ever, engaged employees are essential to business success in all channels of retail. The most recent study from the NACS/Coca-Cola Retailing Research Council, People Power for C-Stores, examines the power of engaged staffers and the positive influence they can have on sales, profits and customer satisfaction.
Building employee engagement starts with better communication between front-line staffers and store managers. The key to understanding what is and isn’t working in those relationships is finding reliable ways to survey staffers to get their honest feedback.
As the study finds, surveys can be an excellent tool, but only if they are properly administered. That requires a couple of important steps. First, make sure the surveys are managed consistently so the results are comparable among all those surveyed. It is also essential that staffers are certain of their anonymity, which ensures honesty. Without these two steps, the survey will likely produce useless results.
Beyond that, make sure to listen to and act on the survey results so that staffers know their opinions and efforts were valued. And don’t discount the value of those opinions. The report documents several cases of store managers receiving feedback that helped them improve their own skills, and, in the process, their team and store performance soared.