The Reality of the Employee Experience

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As a complement to our ‘Reality of the Customer Experience’ session, we take a similar behind-the-scenes look at what’s happening in your stores – from the employee perspective. As sales were happening, our reps were there: shadowing, watching and asking lots of questions. Why aren’t certain employees offering handset insurance or phone trade-in? What information do employees still need and want? Are they pushing certain products over others and if so, why? On the flip side, what are the outstanding sales reps doing? We’ve interviewed them and asked them what motivates them and what sales techniques work best. At the end of the day, employees’ success is your success. This session will take you to the core of their success.

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The Reality of the Employee Experience

  1. 1. Reality of the Employee Experience James Ingold & Megan Slinn
  2. 2. Nick’s story Sorry buddy
  3. 3. Spoiler alert! He didn’t
  4. 4. And then…
  5. 5. The moral of this story
  6. 6. What We Did o  o  o  o  Store shadowing Talk to store staff and managers Track down those who are innovating Pay special attention to what we hear day-to-day
  7. 7. The Reality of… o  o  o  o  Infrastructure Innovation Motivation Training
  8. 8. Are you making your employees better? Earvin Johnson wants to know
  9. 9. Infrastructure
  10. 10. How it should be o  o  o  o  Everything works all the time, always Policies are up to date Hardware is new Issues are efficiently communicated and fixed
  11. 11. The Reality of Infrastructure …That’s just the way it is.
  12. 12. The Reality of Infrastructure It’s always awkward when a parent has a screaming kid, we’re almost done, but I need to wait while the printer heats up.
  13. 13. The Reality of Infrastructure Can I help you? No.
  14. 14. Were you looking for iPhone 5 cases? Actually, 4s.
  15. 15. Oh! Those cases are in the back room.
  16. 16. Shoppers will notice and ask about accessories in related items that I may not otherwise suggest. -Actual Employee
  17. 17. The Effect of Infrastructure 29% of employees feel senior management doesn’t care about their well being Source: BI Worldwide Survey, 2013
  18. 18. What you can do: Infrastructure o  Review your technology replacement policy o  Have a stream in IT support for reporting technology inefficiencies o  Analyze end-to-end sales/checkout times o  Consider virtual inventory systems
  19. 19. Innovation
  20. 20. How it should be o  Check out times are fast o  Employees understand their workflows o  Innovative new ideas are being generated instore
  21. 21. The Reality of Innovation Counting SIM Cards takes sooooo long.
  22. 22. The Reality of Innovation I love sticky notes!
  23. 23. The Reality of Innovation Finding epins in RQ takes too long
  24. 24. The Effect of Innovation 1% increase in employee engagement 9% monthly sales increase Source: BI Worldwide, 2013
  25. 25. What you can do: Innovation o  Use bulletins to regularly share best practice tips o  Create a discussion portal for employees to share their workflow innovations o  Promote good ideas and correct missteps gently o  Make sure employees know why something must be done the way it is
  26. 26. Motivation
  27. 27. How it should be o  o  o  o  Employees love coming to work everyday Employees know they are valued Goals are achievable for all locations Everyone is striving to be the best they can be
  28. 28. The Reality of Motivation “We live 35 miles away but will drive to Greenville to get answers to our questions from Jordan” -Actual Customer
  29. 29. Hanging in the break room
  30. 30. The Reality of Motivation
  31. 31. The Reality of Motivation
  32. 32. …It’s easy for someone in Chicago but very difficult where it’s slow here. -Actual Employee *Locations changed for anonymity
  33. 33. The Reality of Motivation Why I should try to sell this product?
  34. 34. The Reality of Motivation …That’s something I think is really cool about our company. -Actual Employee
  35. 35. What makes a good salesperson? o  Responses: •  Personable •  Friendly •  Knowledgeable
  36. 36. The Reality of Motivation One elderly woman came in with a phone she had for two years and she wanted to learn how to answer it. It felt good to make a difference for her. -Actual Employee
  37. 37. Say, Stay, Strive Motivation The Effect of 54% lower turnover Source: Best Small and Medium Employers Canada
  38. 38. Say, Stay, Strive Motivation The Effect of Up to 80% of customer satisfaction is affected by employee attitudes Source: NBRI, 2013
  39. 39. The Effect of Motivation Our company is youthful, fun, and there are great benefits! -Actual Employee
  40. 40. What can you do: Motivation o  Acknowledge successes o  Review your sales incentive standards o  Highlight opportunities for advancement for those who display leadership in your company o  Leverage personal interests and motivations
  41. 41. Training
  42. 42. How it should be o  Onboarding happens quickly and effectively o  Employees feel prepared to handle whatever comes their way o  Employees don’t get overwhelmed when they hit the sales floor
  43. 43. The Reality of Training
  44. 44. The Reality of Training Shadows happen quickly here because there are so many shoppers…
  45. 45. The Reality of Training …but it’s hard to give new employees enough attention. We get a lot of mistakes in the system I have to fix later. - Actual Employee
  46. 46. The Reality of Training I wish there was a report that showed me where my ESN’s went….
  47. 47. The Reality of Training Our DM’s made a huge impact in creating a more positive environment.
  48. 48. The Reality of Training I just didn’t know how much there is to learn - Actual employee
  49. 49. XQ Browse for iPad
  50. 50. The Reality of Training The best sales technique I have is to show the accessory on the phone.
  51. 51. Encourage creativity o  Show gross profit on invoices o  Let sales associates see costs in inventory o  Open lines of communication for merchandizing or inventory ideas
  52. 52. The Effect o  Fewer mistakes o  Faster customer service o  Less time training
  53. 53. What can you do: Training o  Training Programs
  54. 54. What can you do: Training o  Training Programs o  RQ Tools
  55. 55. What can you do: Training o  Training Programs o  RQ Tools
  56. 56. What can you do: Training o  Training Programs o  RQ Tools
  57. 57. What can you do: Training o  Training Programs o  RQ Tools o  iQmetrix Campus
  58. 58. What can you do: Training o  o  o  o  Training Programs RQ Tools iQmetrix Campus Daily Huddles
  59. 59. What can you do: Training o  o  o  o  o  Training Programs RQ Tools iQmetrix Campus Daily Huddles Internal Communication
  60. 60. What can you do: Training o  o  o  o  o  o  o  Training Programs RQ Tools iQmetrix Campus Daily Huddles Internal Communication Coaching Opportunities Vendor Offered Training
  61. 61. What We Did o  o  o  o  Store shadowing Talk to store staff and managers – a lot Track down those who are innovating Pay special attention to what we hear day-today
  62. 62. The Reality of… o  o  o  o  Infrastructure Innovation Motivation Training
  63. 63. The Effect 10.3% higher annual growth from companies with high employee engagement Source: Hewitt, 2011
  64. 64. What We Did What you can do o  o  o  o  Store shadowing Talk to store staff and managers – a lot Track down those who are innovating Pay special attention to what you hear day-today
  65. 65. © 2013 iQmetrix. All right reserved. iQmetrix, the iQmetrix logo, RQ4 and other trademarks, service marks, and designs referenced in this material are the exclusive property of iQmetrix Software Development Corp. and/or its subsidiaries.

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