Hardware Retailing

MAR 2017

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

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March 2017 | HARDWARE RETAILING 85 Don't Just Train, Empower Many retailers train employees well, and there are numerous tools available to help, including great resources from the North American Retail Hardware Association. However, training is only one piece of the puzzle. Empowering well-trained employees is a step many retailers miss. Training employees ensures you can run a great operation. Empowering employees ensures they can run a great operation. See the difference? If you find your employees are always bothering you with questions that you think they should be able to answer on their own, perhaps they aren't feeling empowered. If you find yourself giving employees directions because they're hesitant on what to do, they probably don't feel empowered to make decisions. What are the two most likely reasons employees aren't empowered? Perhaps you, the business owner, feel the need to be involved in every decision, every time. Secondly, maybe employees are not encouraged to make decisions, and they're nervous to make a bad choice that will get them in trouble. When a task doesn't fit an employee's training or job description, they will look at a duty that obviously needs to be done by someone and say with confidence the words unempowered employees say all the time: "It's not my job." When you recruit great people, get them to buy into a purpose bigger than themselves and empower them to make decisions. If you do this, you will find yourself with a store full of the strongest, most confident and loyal employees you're ever had. Dustin Kaehr is a retail consultant with over 17 years of experience working with independent retailers, national retail chains and small businesses. He will present a keynote called "Customers Uncensored: What They Wish You Knew" at the NRHA All-Industry Conference, held in conjunction with the National Hardware Show ® , May 9-11 in Las Vegas. Learn more about Dustin at dustinkaehr.com.

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