You don't want to undercut your boss, but you don't want to be seen as a mere cog in the machine, either. So how do you find the right balance? In this video, learn when it's appropriate to step up and how to prioritize what needs fixing around the store.
- You don't want to undercut you're boss,…but you don't want to seem like a mere cog…in the machine either.…It can be really tempting to run to your boss…with a million questions or to ask them…to take a customer the second a problem arises.…But in a lot of these cases,…you have the option to step up to the plate and lead…without formal authority.…There are two major times you want to take the lead.…The first is with customers.…If you can, you want to solve a customer issue by yourself.…
This is called first person resolution,…and it's a customer service technique used…by the Ritz Carlton and tons…of other successful organizations.…It means that if you're the first person…to hear about an issue, you're the one to solve it.…Running to your manager at the first sign of a problem…can dramatize small situations…and really hurt your internal reputation.…Second, lead on a micro improvement level.…What are the small things you can do by yourself…that contribute to a better customer experience…or a better operation in general?…
- Identify the major financial pillars in a retail-based business.
- Prepare for your first day by overviewing staff, products, and logistics in advance.
- Recognize the high value times to speak up and ask questions.
- Recall how to prioritize and position opportunities for improvement.
- Explore how to distinguish yourself as the most valuable player in the eyes of your boss.