THE IDEAL EMPLOYEE
(reprinted from the August 2002 Team News)
Here is the composite of what you identified as the “Ideal Employee”…
Attitude—The Ideal Employee will have a positive attitude at all times, whether it is dealing with
customers or with other employees. He or she will use a friendly voice and have a helpful demeanor in all interactions with others.
Appearance—The Ideal Employee will dress appropriately in a conservative, business-casual outfit. The Ideal Employee will not have his or her midriff exposed (or other body parts that should not be seen). The Ideal Employee will wear appropriate footwear—no sandals or open-toed shoes. The Ideal Employee will have his or her hair combed neatly and a general appearance of cleanliness. Finally, the Ideal Employee will always “wear” a smile.
Knowledge—The Ideal Employee will know and understand…
- How to run a cash register
- How to answer phones and take phone orders
- Our policies of our many services such as gift wrapping, layaway, delivery and assembly.
- How to measure packages for UPS shipping
- The products that we sell
- The hours of our operation and how to give directions to get here
- Where to go or who to talk to for any information he or she doesn’t know
- His or her schedule so that he or she will always be on time
Commitment—The Ideal Employee will be committed to helping the customer, or when unable, finding another person to help the customer. The Ideal Employee will be committed to assisting other employees with scheduling conflicts. The Ideal Employee will be committed to helping out in areas that are not his or her responsibility when no one else is available. The Ideal Employee will be committed to making sure that all customers are being helped, and that all customers and other employees are treated with respect. The Ideal Employee will be committed to protecting the store from theft.
That's what my staff came up with 13 years ago. I'm curious what they will create this year.
PS Although this is a good blueprint for any retail staff, you should have your own staff create what they believe to be the Ideal Employee. You'll get better buy-in from them that way.