We Don't Scream at the Grandkids

Social media, including LinkedIn, is filled with triumphant (if exhausted) photos from teams that survived the rigors of extended hours, too few workers, and uncertain supply chain issues.

This weekend I walked around Northport, a small community in Northern Michigan, joining a steady stream of looky-loos wandering in and out of tourist shops seeking the perfect inexpensive t-shirt. In each store, and in the cafes, young young young folks manned the registers, wiped the tables, took drink orders, and never, ever slowed their pace. Looking at those beaming faces I marveled at their energy even after all of the work they’d completed.

Then it hit me: look how young they are! Why; they’re… they’re.. they’re the same age I was when I got my first job. They ARE young, this newest batch of retail and service workers. And, in the true hierarchy of retail- the newbies work the worst schedules and the weariest tasks on holidays.

What do we have the newbies do?

• Let the newbie that earns commission work the slow traffic! The experienced staff will take the heavy stream of serious buyers and close those sales! Heck- the already-trained employees EARNED the right to make more money in the easier sales- didn't they do the grunt work and 'just lookers' when they started out? If they had to do it then these new kids need to do it, too!
• Put the slower stockers at the registers! The more experienced staff can unpack and restock shelves much faster- customers love full shelves and you can’t sell what’s still on the receiving dock! Of course, if they don't get familiar with where the merchandise is then they'll never be able to answer customer questions- but that's what the signs are for, right?
• Assign the newest employees to answer the phones! Keep the experienced staff on the floor to help the shoppers that came into the stores. They can build the sale and make sure you achieve your sales plan! The seasoned workers have been here for years, we can count on them always being here, can't we?

Setting Them Up to Fail

Masking poor or non-existent training by scheduling and assigning the newest employees in this way places those least likely to cope directly in the line of customer ire.

• They have no experience to answer questions.
• They don’t know who to ask for help.
• They can’t solve company-specific issues.
• They have no access to product and shipment details.

They Need Help

It doesn’t need to be this way. The management team and the customer base can make a difference.

If you are a manager:

-Take a critical look at the training and scheduling for your newest staff members.

-Make sure they have a mentor or buddy to show them the ropes.

- Have the instructions for processes and tasks written and available. It could be an online manual, a chart, or a written guide (especially handy when the power goes off and online info can't be accessed!).

-Have an easily accessible way for them to request backup.

-Give them the leeway, and your confidence, to make good judgement calls.

-Debrief tense situations as a way to improve in the future.

If you are a customer:

- Stop yourself before you lose your cool.

- Look at the employee and think of your grandchildren, your own children, or yourself as a child.

- Think of the significance of a minor annoyance against the tapestry of your wonderful life.

- Breathe in slowly and release it just as leisurely before you say something you may regret.

Remember: These young people are someone’s grandkids, and we don’t scream at the grandkids.

~

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You can also find me on Medium, where the author first shared a version of this article.