4 Management Lessons Retailers Learned From Their Worst Bosses
By Alaina Lancaster on Apr. 14, 2017CHICAGO -- For better or worse, managers can leave an indelible imprint on employees, shaping their management style for years to come.
“One of the most influential people in my life was my boss at a grocery store I worked at early in my career,” said Brad Juliette, owner of Roy’s Convenience Stores, with four locations in Missouri. That boss is one of the reasons Juliette owns convenience stores today.
CSP Daily News reached out to retailers to find out the most profound lessons they learned from bosses—both good and bad ...
1. An incentive can go a long way
Juliette described one of his first managers as a “hard butt,” someone who never gave compliments or rewards for achievements. When he moved on from that position, Juliette worked for a boss that gave workers 5% of the company’s bottom line.
“That makes all the difference in the world when you have an incentive that gives you ownership like that,” he said. At 22 years old, Juliette was able to open his first c-store. Although he isn’t able to offer the same profit-sharing option for his employees, the retailer gives managers and employees holiday bonuses.
This past year he handed out $8,000 in seasonal incentive pay, a benefit he says helps him retain employees.
2. Don’t forget to listen
It’s important to strive to understand employees’ daily realities. That’s a lesson Mark Rowan, chief people officer for Pilot Flying J, a Knoxville, Tenn.-based convenience retailer with more than 750 locations, has learned from great and not-so-great bosses.
“If you don’t [understand] and you assume you know what they are experiencing or thinking, you are going to be off target,” Rowan said. He stresses simple things to managers such as listening, engaging and asking how they can make a staff member’s day better.
Pilot Flying J also has instituted several engagement processes to gather feedback from the chain’s 27,000 North American team members.
3. Tailor your management style
One of the best management lessons came from a horrible boss Kings Convenience owner Mickey Salem had when he was 11 years old. The boss would yell, curse and insult Salem.
The owner of the Phoenix-based convenience store quickly learned how to deal with difficult people, which has helped him become a better manager. “You have to find a way to adjust to all personalities and walks of life,” he said.
4. Take time to connect
While working in the hotel industry, Zain Bidiwala, marketing manager for Lasses Food Mart in San Antonio, Texas, learned a lesson in hospitality that's translated nicely to retail.
From his first day on the job to his last, Bidiwala’s supervisor urged staff to make personal connections with guests.
“Taking the time to listen to your customer, customizing their experience with your brand, making changes where possible and going the extra mile to ensure their complete satisfaction is key in today's retail industry,” he said. “I strive to share this knowledge with our team members at the convenience stores to reinforce our dedication to the customer.”