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Planet Pax: An on-the-ground lesson in how to manage
April 24, 2008
For anyone in retail specifically, or who is in charge of training and managing managers generally, there is a PAX deli in New York City where you can go and get a lesson-by-example firsthand in how to manage. I happened to be there twice this week, and have to say, I felt as though I’d landed on another planet.
Why? Because the manager was a breed that I thought had been declared extinct long ago. And since we can’t yet clone management behavior, here are the things I wish every manager could do:
On Day One
- He was on the floor during peak hours arranging chairs, putting supplies away and running back and forth to and from the kitchen to get whatever his staff needed for their customers.
- When I asked if I could take a picture, he said no, but explained why, which actually sounded reasonable the way he presented it. He was able to set a respectable standard for his company without making me mad that I couldn’t do what I wanted.
- He then approached me again to apologize as I was waiting in line at the register.
On Day Two
- He was on the floor again, but this time he was behind the counter.
- He was greeting every customer and helping the cashier bag the orders. One customer was so shocked she chuckled and said, “God, you’re chipper.”
- He asked both customers and employees alike, what he could do for them and how he could help.
It was shocking. And the net effect? Employees and customers alike were satisfied and happy.
I can’t think of a better business strategy.
In the meantime, I guess the $100,000 question is, did this manager hire people with positive attitudes and friendly personalities because he is that way himself, or has he created an environment with a vibe that generates his own winsome way?
Posted by Donna Flagg on April 24, 2008 | Comments (0)
