A shop I visited recently had a “to do” list for their sales staff posted where I could easily read it. While I was waiting for my turn to be served, I skimmed through the memo, and wondered how often their employees did the same. It looked like it had been up for a while, so I am guessing that the staff’s attention didn’t often turn that way.

If you get frustrated that your employees don’t find things to do between customers, or don’t follow up on the tasks posted on a permanent “to do” list like that one, it’s worth considering the maxim that “If you ask everyone, you’ve asked no one.” In other words, a general request that anyone with free time do something is not as effective as requesting that a certain employee take on a task.

It’s also a good idea to assign a specific time for what you want done. Assigning a person and a time to a project means that you have the opportunity to follow up – ideally with praise for a job well done.

Another tip for improving productivity is to have a way for employees to show that a task has been completed. Change the list daily (or at least weekly), and have a check box or place where staff can initial by something they’ve accomplished.  Some businesses use colorful post-it notes for “to-do” items on a bulletin board, with a second space for them to be put when they’re in progress and a third section for completed tasks. 

A daily check list for opening and closing tasks may be useful, especially if there are essential procedures that occasionally get forgotten. Having individuals put their initials next to the job they’ve completed can be useful if several employees are involved. That will also help them split up the tasks among themselves.

Counter staff needs to stay close at hand for when shoppers need them, so unless you schedule more than one person at a time it may be a challenge to find meaningful work for an individual to do during lulls. Offering exceptional customer service is essential to your shop’s success – which may mean accepting the fact that your employees can’t handle even small tasks that take their focus away from that important role.

Happy Retailing,
Carol “Orange” Schroeder