Problem-Solving at Your Fingertips

Management, Operations

Have you considered bringing in a consultant to evaluate your store? The idea is that input from an outsider can uncover gaps in your training, processes, and procedures. A new problem-solving perspective can open your eyes to aspects of your operation that haven’t been on your radar. Unfortunately for most small business owners and operators, great consultants can be expensive. If you’re thinking you’d never have the budget for that sort of thing, you’re not alone. And you’re also not out of luck.

Your store is already full of expert consultants, and you’re already paying them. Your employees — from your new food service attendant to your veteran cashier — have insight into your operation that no consultant could ever have. While a completely external view can sometimes be helpful, save that for financial audits and tax forms. For operational problem solving, avoid the learning curve and go straight to the source. Follow these guidelines to get the most out of your employees as consultants:

Be specific. If you have already recognized a problem that you’re trying to fix, ask a variety of employees very targeted questions to help pinpoint the issue. Avoid yes or no questions. Instead, ask open-ended questions, and follow-up questions that require employees to really think about their answers.

Reserve judgement and listen carefully. Your employees have a wealth of feedback to offer, but you won’t get anything but spare change if you don’t create an environment where employees feel like they can say what’s really on their minds without fear of repercussions.

Stay focused on solutions. A problem-solving conversation can easily turn into a complaint session if you’re not careful. Guide employees in a dialogue that is focused on finding solutions, rather than just identifying problems. Ask employees this question: “What’s your suggestion?” Accept and consider all answers, even if they seem far-fetched at first.

Think big picture. The idea of using your employees as expert consultants might redefine your relationship with the employees you put in this role. That’s okay. When employees see themselves as trusted advisers rather than just another staff member punching a clock, they’ll be more engaged in the company. You’ll soon find them bringing issues to your attention with a solution already in mind.

Problem Solving With Customers

When your employees are involved in solving the business’s problems, they’ll become more adept at responding to issues with customers. Once they know the basics of solving customer’s problems with the LEAST method, they can apply what they’ve learned in their “consultant” role to turning unhappy customers into loyal ones.

Problem Solving Training

Our suite of online convenience store training includes a course specifically on implementing the LEAST problem solving strategy in a convenience store setting. Click here for a preview and to learn more.

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