Chuckling David

Adversity comes in all forms. 

Sometimes that adversity isn’t even about you. 

I had just arrived at a new store. I replaced a leader who wanted to move closer to home about an hour away. The last few years were a struggle in this store, sales were down, profits were down, turnover was high… the list went on.

On top of learning a new store and new team, my DM David stated I had a new front-end manager coming over who was also struggling. She was on a performance improvement plan and was headed to becoming a promoted to a customer. 

“Sounds good. I love challenges, David.” I said.

He chuckled. 

What I found out quickly about Chris was she was dealt a bad hand. She was at a tough store, that was the same way…High turnover, a Store manager who only cared about profits in an area with different clientele. 

Coming to my store was a fresh change. I remember the first time we met she was rough around the edges, a little gruff, but had a great smile and was open to learning. 

“I see some challenges on the front end and want to make some changes” she stated.

“Sure, but first I want you to try to meet with every employee in the department, and see what challenges they see,” I said.

“Isn’t that a waste of time, if I put the rules out and lay down the law, they will work around it,” Chris stated.

This is not the way I work, at all… 

“They could, but they could also rebel. I have had conversations with everyone up there, from Patty who has been here for 33 years to Jacob who started last week. I wanted to see how they feel the department runs, and what they like or don’t like.” I said.

You could see some disgust in her face, she took a deep sigh.

“I understand it’s a lot, but it’s needed. I lead each person, one by one and it works very well. If they feel like they are a part of the solution, and not bucking the problem, they will have more of a buy-in. I will make sure you have the time, I will run the department while you set up the meetings. Please take your time with it, and let them share what they need to share. Who do you want to start with?” I replied.

That eased her pain, she didn’t think I would help run the department while she did this. Other store leaders would not have done that for her they would tell her to “figure it out” and walk away.

Allowing Chris the time and space to learn about each employee was not only an amazing opportunity for her growth, but the store. 

She quickly learned what they felt were the real challenges, and they were different than what she saw, but she realized that each store is different and each team works differently. She was developing her team and her mojo.

Chris had the front end humming very soon… she came to ask me a question about 2 weeks later. 

“I would like to add a front-end coordinator to the mix, someone who can lead while I am not there, and help train.” She said.

“Excellent, who do you have in mind? I think it’s a great idea and is needed.” I said. 

“Adam is a great candidate for it, I know he is young, but he is smart and seems to take the lead on things. He just jumps on the register without being asked to, or if he sees carts are missing he runs out to grab them. I think he could be a great asset.” She stated.

“Let’s do it, he could offer a lot I think, and customers like him,” I said. 

That was the start of Chris learning to build her teams and realize the potential in people. 

I saw what she could do, she saw what others could do, and quickly adapted. 

Today, Chris is a Store leader for another retail company, but back then, Chris was considered a problem by some.

Leading even someone who could be a problem one on one, can make major changes for them, you, and the company.