At work, would you want a promotion? Would you want a higher salary? Would you want to stand out from everyone else? Well… Duh… We all want these. The better question is this: how much value can you bring to the company? What would you be willing to sacrifice to become an outstanding employee? What would you be willing to sacrifice to earn a raise?
Many people dream about the former, but few think about the latter. However, asking yourself these latter questions is the first step to achieving your work dreams, getting those career opportunities or being that standout employee.
The points below can set a foundation for wherever you go - although this article focuses on the context of bringing value in a retail role, the logic and idea that one must maximise the value they bring applies to almost any job and company.
1. A person’s name is the sweetest sound in any language
Using someone’s name is the easiest way to become more likeable and make customers and colleagues feel appreciated and recognised. It’s simple, yet not enough people do it, making it all the more impactful if you do. As Dale Carnegie said, “a person's name is to that person, the sweetest and most important sound in any language.” With colleagues, using their names more frequently will build rapport and healthy working relationships. Using a customer’s name when you have the opportunity can help them open up more, and create empathy, trust and compassion towards you.
2. Going the extra mile
Every day you make decisions about the kind of person you want to be. For example, if you’re doing a workout, nearing the end and feeling ready to drop to the floor, you can push yourself that little bit more, or stop and give up; no one is there to watch or judge you except yourself. Similarly, at work, there may be little moments where no one’s watching and you can choose to put in just a bit of extra effort or do the bare minimum. Either way, probably nobody else will know and either way, you’ll be paid the same.
A few examples:
You’ve just ended your shift but walk past some clothes on the floor. You could...
A: Keep walking because it’s not your responsibility anymore.
B: Take a moment to put them back on the rails.
When there aren’t many customers, you could…
A: Stand around and twiddle your thumbs.
B: Find small jobs to help, even if in only a minor way (e.g. cleaning, dusting, checking pricing/tagging).
When there’s a new coworker, you could…
A: Keep a close eye, help them if they look confused and teach them new things when it’s not busy.
B: Let them figure things out by themselves - it's not your job to babysit them.
Ask yourself, how do you behave at work when no one’s watching compared to when a boss comes around and observes you? Is your behaviour consistent or does it change?
“Real integrity is doing the right thing, knowing that nobody's going to know whether you did it or not.” - Oprah
By maintaining a strong work ethic and being willing to go above and beyond, not only do you add value to the company, but you also give yourself more opportunities to learn and grow.
The drive to go the extra mile is more likely to manifest when you have genuine care for your workplace, appreciating and respecting your job, coworkers, and company. This goes hand in hand with having the right attitude - one of positivity, willingness, helpfulness, patience, and respect. When you have the right attitude, you’re less likely to focus on impressing others, gaining recognition, or your pay, but instead on being the best you can be for yourself. That being said, it’s once you adopt the right mindset and consistently put in 100% that the rest will more likely fall into place; people will eventually notice, leading to promotions, praise and so on.
Having a positive, uplifting energy
It’s important to contribute to a positive atmosphere not only to help create a great buyer experience but also to create a healthy work environment; your energy can be felt by both customers and colleagues.
3. Learning how to complain effectively - or just not
Complaining is easy and it feels great. Maybe you’ve just dealt with a Karen or maybe a coworker is being difficult and you feel frustrated, upset, or exhausted. That energy builds up and we seek release by confiding in those around us. Complaining validates us and creates a sense of connection and camaraderie with our listening allies, however, it contributes to a negative work culture. We ironically become the negativity we dislike and are complaining about in others. We may also experience the sensation of taking action - except we're not dealing with the problem, we're avoiding it.
Complaining usually isn’t worth the temporary emotional relief - it drains other people’s energy and can reflect badly upon yourself. If the urge to complain is - let’s be honest - just a little pettiness or a common case of feeling tired after a long day, do your best to pause, breathe, and let go. We all experience negative thoughts and feelings; the difference lies in how we each deal with them.
Of course, there may be times when you have concerns or frustrations you should address and deal with properly. In these cases, it’s about being constructive and deliberate.
For example, if you’ve thought of a more efficient way of stocking the shelves, instead of complaining, perhaps mention it to your manager and suggest your solution.
Maybe someone hasn’t been pulling their part within the team lately. Instead of gossiping, perhaps check in with them to figure out the situation on their side and if there’s a way you could support them.
4. “Are we there yet?”
Don’t be that person counting down the minutes until the end of their shift, droning on and on, expressing a sense of desperation to go home as soon as possible; this exhausts everyone around you and suggests you’re not enthusiastic about work. Pointing out the time once is reasonable. Twice is suspect. Three times and you become the annoying child in the back asking if we’re there yet. There’s nothing inherently wrong with counting down the minutes, but it’s important to also radiate positive energy.
Consider why you’re desperate to leave - for example, wanting to go home because you’re tired and your feet are sore, versus counting down the minutes to going out with your mates and having a good time. Whether intentionally or not, these underlying emotions like exhaustion, excitement, boredom, enthusiasm, may affect the way you express a desire to finish - and therefore how others perceive you.
5. Separating personal crises from work
It’s normal to have a bad day now and then, however, we don’t want to let them drag down our work performance. We should always try to bring the best version of ourselves to work, putting aside any prior stress or emotional burdens. Allow yourself to enter a new headspace where you’re focused and committed to the task at hand. In some cases, concentrating on work can even be relieving, occupying your mind and temporarily distracting you from stressful thoughts.
This is not to say that bottling up emotions is healthy or that you should run away from them, but rather that work is neither the time nor the place. Of course, sometimes you can’t help being affected by personal events and may need to take it easy, however, do your best to be professional. Try to hold onto anything negative until you’re in a more suitable environment to let them out.
6. Avoiding gossip
Similarly to complaining, gossiping can create that sense of connection and intimacy we all secretly crave, however, it’s unprofessional and unpleasant. Gossip between coworkers lowers morale, decreases productivity, and contributes to a negative environment.
Additionally, the way you speak about others can reflect who you are, your values, and your mindset. When you praise others deservingly, not only is it uplifting to them, it demonstrates you have the insight to recognise other people. Similarly, when you speak down about others, it negatively affects your image; it leaves a bad impression, and you never know whom it may reach.
If you end up in a situation where you can’t escape gossip between coworkers, either don’t join in, highlight a positive aspect of the person, or use a bit of humour to deflect or change topics. For more ideas on how to develop humour and charisma, read 9 Qualities We Can Learn From Lucifer Morningstar.
If it’s you who dislikes someone, remember that everyone has different strengths and weaknesses. Try to give that person the benefit of the doubt - maybe there’s another side of them they haven’t demonstrated yet.
“Any fool can criticise, complain, and condemn—and most fools do. But it takes character and self-control to be understanding and forgiving.” - Dale Carnegie
7. When you have something nice to say, be sure to say it.
If a customer is trying on a dress and it looks pretty, tell them! If they’re looking at a product you’ve used before and know is outstanding, also tell them! Sharing your positive and genuine opinions and advice with customers in an uplifting, friendly way will make them feel welcomed and supported, contributing to a great shopping experience. It may also improve sales over time; happy customers are more likely to buy a product.
Sales
The most significant aspect of retail is sales. What’s the primary goal of most retail companies? To earn money. And sales = money. It’s as simple as that. Companies drive their sales by having various large-scale systems in place like loyalty programs, in-store visuals, training employees well, and so on. However, not often do retail workers themselves take the initiative to sell more products and increase sales (unless they work on commission), though doing so makes you a company asset.
A massive part of increasing sales in retail is creating a sensational customer experience, as discussed above. Another great way to do this is through upselling.
8. Recognise a customer’s needs: Example 1
It’s important to consider a customer’s intention while shopping. On one hand, you should help a customer find what they’ve asked for, but on the other, you’re helping them achieve their underlying goal.
Imagine a lady comes into the store looking for some jewellery as a gift for her daughter. In this situation, you are looking for jewellery, but the underlying goal is to help the customer create the perfect gift. One way this could be done is through upselling (persuading a customer to purchase something additional or more expensive). Say the lady chooses a ring she likes. You could mention it has a matching necklace or earrings that would be an excellent set as a present (upselling #1). At the counter, you could ask if she’d like to buy a birthday card or wrapping paper to go with it (upselling #2).
In every situation, you can improve sales by identifying a customer’s needs, then making helpful and relevant suggestions based on this.
9. Recognise a customer’s needs: example 2
Imagine a customer comes to you holding a Citron-scented candle and asks for 100 of them. To better understand the customer’s intention and how you can best help, you could ask what the candles are for. You find out they’re gifts for staff. There are four different scents of the candle, so the next step could be to ask the customer if they’d be interested in buying a mixture of scents. Not only are you upselling by getting the customer to try a wider range of products, but you also leave more stock available for other customers to purchase. Having a variety of colours, packaging and scents add value for the customer - this is beneficial for both parties.
Note that when a customer is indecisive or unsure of what exactly they want, you have more power to influence their decision-making - you can more easily guide where they look, influence their choices, suggest more products, and so on. This is different to a customer who may already know the specific product they want, walk in, buy it, and leave within a few minutes.
10. Boosting your brand knowledge
The more you know about your store’s products, the easier it will be to upsell and cross-sell - you’ll be more equipped to recommend products, explain their features and benefits, and generally guide a customer according to their needs.
Top tips for boosting your brand knowledge:
1. Have the desire to learn
When you’re curious and keen to learn, you’ll inevitably absorb a lot more.
2. Don’t be afraid to ask questions
Just make sure to ask the right people.
3. Read catalogues, online product reviews, study products through your company’s website
This is like studying. No pain, no gain.
Reading will provide knowledge about a broad range of products - knowledge that needs to be solidified so you don’t forget it (e.g. through reading regularly or answering customers’ questions).
4. Use products yourself
Pro: this will give you more in-depth, first-hand knowledge.
Con: it’s harder to try a broad range of products.
Conclusion
Going through the motions won’t lead to progression. If you want to accelerate your career, accelerate the value you bring, which you can do in multiple ways including developing your people and sales abilities. Not to mention, these sorts of skills are useful in many other areas of life as well.
Even for hourly employees, companies don’t pay for time - they pay for value. Focus on this and you’re much more likely to excel in the workplace.
Comments