Working in retail takes a bit of a different personality—a great one, to be honest. When you’re working in retail, especially the pet store business, you are in the people business. Of course, loving their furry friends helps a bit, too. But the truth is, not everyone is wired to work with people. And if you don’t have it in you to talk to customers repeatedly throughout the day, the whole experience can drain you.
That’s why it is so important for retail managers and franchise store owners to pick the right people for the job. These people need to be comfortable being front and center with customers, need to be equipped with the knowledge and skills to not only do the job, but answer questions throughout the day.
At Pet Evolution, we’ve had the privilege of working with some amazing retail store employees. So, we’ve taken what we’ve learned over the years to share some insights with you about how to build your retail store dream team.
What Does the Ideal People Person Look Like?
Before we get into the nitty-gritty of the skills that can help drive pet store growth, let’s get on the same page about what it means to be a people person. Sure, we could get into psychology and go deep on personality traits on all that, but let’s keep things simple. From our perspective, a people person is someone who basks in the glow of being surrounded by others.
A people person often has the following traits:
- Smiles often and easily, making others feel welcome.
- Listens more than they speak, showing genuine interest in others.
- Shows empathy, understanding how others feel.
- Keeps a positive attitude, even in tough situations.
- Adapts quickly to different types of people.
- Enjoys helping others, finding satisfaction in solving problems.
- Communicates clearly, making sure they’re understood.
- Loves being part of a team, working well with others.
- Shows patience, especially when things get challenging.
- Demonstrates enthusiasm for meeting new people and learning about them.
When you review that list of traits, isn’t that the type of people you want working for you in your pet supply store?
Matching Skills with the People Person Personality
Now, let’s talk a bit about what your pet store dream team should look like. It’s important to understand here that while you definitely want your employees to be people-people (like what we did there?), that doesn’t necessarily mean that they have the right skills to represent your store. Thankfully, if you find the right people person, most of these skills are easily trainable.
Here are the skills to look for when building out your retail store team.
- Time Management and Punctuality: Being on time and managing tasks efficiently ensures smooth store operations. Stores open when they open and close when they close. Your employees need to be ready to go at the start of their shift.
- Active Listening: Paying close attention to customer queries or concerns to provide accurate solutions. The last thing a customer will want to do is repeat themselves because the employee wasn’t listening.
- Attention to Detail: Noticing small but important details can make a big difference in customer satisfaction.
- Helpfulness to Customers: Going above and beyond to assist, ensuring a memorable shopping experience.
- Love for Pets: A genuine affection for animals enhances interactions and shows authenticity.
- Product Knowledge: Understanding products thoroughly to offer accurate advice and recommendations. No customer wants to hear repeated comments such as “I’m not sure” or “I don’t know,” especially when they come into a pet store looking to solve a specific need for their pet.
- Basic Math Skills: Handling transactions accurately, including giving change and managing inventory.
- Ability to Manage Currency: Ensuring financial transactions are handled securely and correctly.
- Problem-Solving: Identifying issues and finding effective solutions quickly to maintain customer trust.
- Adaptability: Being able to adjust to new information or unexpected situations without losing service quality.
- Team Collaboration: Working well with colleagues to achieve store goals and create a great work environment.
Creating a Winning Retail Team Culture
While hiring your employees may feel like a one-and-done exercise, that’s not exactly how it works. Hiring them is only your first investment. Great leaders stay continuously invested in their team’s performance, ensuring that they are working in an environment where they can thrive, learn, and grow.
So, to truly create the best possible winning retail team culture, you should do the following:
- Ongoing Training: Regular training sessions keep employees up-to-date on product knowledge, customer service techniques, and store policies.
- Mentorship Programs: Pairing new hires with experienced employees can foster a supportive learning environment and accelerate skill acquisition.
- Performance Feedback: Constructive feedback helps employees understand their strengths and areas for improvement. Celebrating achievements increases morale and motivates continuous growth.
- Team Building Activities: Activities outside of the usual work environment can strengthen team bonds and improve communication and collaboration within the store.
- Empowerment and Autonomy: Encouraging employees to take initiative and make decisions can lead to a more engaged and proactive team.
- Reward and Recognition Programs: Recognizing employees for their hard work and achievements creates a sense of value and appreciation. It can keep them motivated and ensure they bring their best to work every day.
Pet Evolution Offers Ongoing Training to Help Drive Your Pet Supply Store’s Growth
When you become a franchise owner with Pet Evolution, you’ll learn right off the bat that we’re in it to win it with you. And, one of the things you’ll benefit from is our ongoing training program. We’ll help you with store operations, learning all about the great products we sell and the ingredients that go into our healthy foods. Plus, we’ll work with you and your groomers on grooming services, equipment, and washing stations.
But, it doesn’t end there. We’ll also help you understand what to look for in a Pet Evolution employee. We’ll offer training on customer service, controlling operating costs, and our impressive marketing and sales programs.
Building a winning team starts from the top. And as a Pet Evolution Franchise, you’ve already shown your commitment to partnership with a great business who is dedicated to their employees, their community, and all the pets that walk through the doors. We can’t wait to see how quickly your business grows!