Interview with Customer Service Expert, Part II

What advice would you give other people who wish to work in retail?

The number one rule to live by: Short term pain= long term gain. Most people are content to "skate by" doing the minimum to keep their paycheck. If you are motivated to excel, you are probably more motivated than most of your co-workers.

Be very careful in regards to what company you choose to work for. Many care for the work/life balance of their employees and follow labor laws (such as being able to clock out for lunch) and others do not have double coverage leaving you lucky to go to the bathroom.

Look for a company that has lots of opportunity to move up, such as many branches in the area, a promotion from within program, etc. What kind of situation will you be walking into, after the last manager? If the store is in a bad state will this be taken care of before you start? If not will you have help? What support will you have as you learn the ropes? And what kind of team will you be joining? If you struggle will you be able to get help or will you be stuck without help till you are fired? So basically find out how the company will ensure you are able to do well. What kind of training will you get? Also ask for results from the company, such as their sales comp, profit vs. goal, etc. (You don't want to board a sinking ship!) 

Consider non-monetary benefits, such as will you have a discount that you will actually use, insurance, paid tuition, etc.

When you manage others and are responsible for picking people for your team, do so as if you are another manager judging your choice. I often feel pressure to give someone a chance when my gut says no, and then it bites me in the butt. Or I am reluctant to let someone go who isn't a good fit for the company/store because I have grown to care for them. You HAVE to do what's best for the biz as if you owned it. If you don't you will hurt the results of the store and therefore yourself. Be extremely blunt with expectations and do not make exceptions. Do NOT settle on your staff. I actually always try to keep one more person than I have hours for, and give hours based on performance. This way each employee knows that the bench is warm and slacking won't be tolerated. This is also good in the event someone has to quit, because you have someone trained and able to step up. If you call someone from the bench, make sure their spot doesn't get cold either.

(Part I)