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Auto Leisure Meeting
October 27th 2011
Harrogate
Agenda09:30 - Introductions and about today
09:45 - How are we doing? Winners & Losers (KPI & L4L)
10:15 - Sales Floor Manager – Area wide best practice
10:40 - Ready To Trade – Are We Using It?
11:00 - Stock Control – Best Practice – Gap Checks / Supplimentaries
11:20 - BREAK – TEA / HAVE A SMOKE
11:35 - Competition – Who’s taking your business?
11:50 - Service – Customer Concerns Best Practice (Simon Olley)
12:30 - LUNCH
13:15 - People – How do you coach yours? (Reviews & Development) – (Paul)
14: 45 - Merchandising best practice – think outside the box!
15:15 - BREAK – TEA / HAVE A SMOKE
15:30 - Shrinkage – Best Practice (Simon Olley)
16:15 - So how do you deliver all this? What’s your commitment?
16:30 - AOB
17:00 - Finish
Latest KPI reports in here ------------
Winners & Losers – Wk1 to Wk28
Bottom 5 Stores for Auto KPI’s Position
Store name 16th
Store name 17th
Store name 18th
Store name 19th
Store name 20th
Top 5 Stores for Auto KPI’s Position
Store name 1st
Store name 2nd
Store name 3rd
Store name 4th
Store name 5th
Winners & Losers – Wk1 to Wk28
Based on 3b’s | CD Audio Fit | Sat Nav Attachment
How does that make you feel?
Why the big difference between stores?
What plans do you have in place to address this if poor?
Do your people know this?
Do they care?
Winners & Losers – Wk1 to Wk28
Winners & Losers – Wk1 to Wk28
Commitments from you:
Share the KPI report weekly with your team.
Get different people to print it on Monday and walk you though it.
Ensure it is updated weekly on staff room notice board.
Challenge a poor performance with team – Celebrate success! (Just as important)
Create a daily figures A4 chart – Share daily with team
Use EJ and Daily Sales Reports to monitor £££ & KPI’s
Winners & Losers – Wk1 to Wk28
Here’s what we use in our store daily to track progress...
Saves printing reams of paper on a morning with numbers on...
Ensures everyone is aware of what’s happening in your business right now!
Means anyone on any shift can see the targets for the day and the objectives...
Sales Floor Manager
Sales Floor Manager
What’s a Sales Floor Manager?
• A dedicated member of staff you have scheduled in to deliver 100% customer focus
• Someone who will be task free and zoning the store looking for customers
• Have a visual presence to staff and customers that they are doing that role
• Anyone in your store – It doesn’t have to be you!
• The ability to sow the seeds of a culture change focusing on customers
• Someone who understands conversion and understands the relationship between sales
• Someone who has a good product knowledge and strong KPI skills attributes
Sales Floor Manager
Sales Floor Manager Vest
Available to order from a company called www.UKPrintWear.co.uk especially for Halfords – One Click ordering!
Rotate the vest between 3 shifts to keep it interesting:9am – 1pm | 1pm – 5pm | 5pm – 8pm
Don’t just launch it as ‘John says we gotta wear this!’Really get the buy in, its not a magic wand but a stepping store to a culture change...
Sales Floor Manager
Give them feedback in the role:
A great example of this is in York
Matt has created a ‘helpful’ board to document great service he has heard his team perform and then gives feedback on a post-it note board!
Two birds with one stone!• Ensures team deliver helpful• Praises good performance to motivate the team!
Ready to trade
Ready to trade doc here
Best Practice:
• To be completed weekly by the Sales Manager
• Documented in a box file in office for area manager visits
• Give it the justice it deserves
• Use it as a tool to identify problems – training, poor performance
• Use it as a BLOG for you thoughts for the week – we do!
• Print from Intranet – just google ‘ready to trade’ to print.
• This give anyone a snapshot of your business at any week.
Ready to Trade
Stock Control Processes
Minimum Requirements
• Gap check to be conducted weekly – FULL STORE
• Gap check at your worst – Do this the day BEFORE DELIVERY DAY
• Ensure all reports are filled in box file and signed
• Gap check by zone – Parts | Auto | Travel – makes PREP easier to do!
• Ensure SFS fully immersed in implications of bad ‘ad-hoc’ writing off of stock
• Warehouses to DTS standards at ALL times – Use scheduler to help!
• A good warehouse = good OSA – Simple!
• Ensure FAGO completed weekly – not just when it piles up!
• Ensure regular supplementary orders done on fast selling lines – especially going into peak trading
• Pro-active count calendar in use and operational
• Price check being actioned – zone off the store in 52 weeks (by bays)
• ICT counts done weekly – Use HHT’s 2 weeks then paper print every 3rd week and file reports – (Only takes 20 min’s)
• All shortages logged in a box file and faxed to Andrew Illingworth
Stock control
Stock control
Create a separate box file for your shortages evidence – we called it 13a
Create a box file for your audio and cycle manifest separate to your warehouse delivery prints
Stock control
Logging stock shortages best practice:
• Try to contact the DC in all cases to report missing stock / cages / speed flows.
• Get a name of the person you are speaking to. (Normally Pavel)
• Write the shortages down on the area ‘shortages’ sheet which can be found under ‘Area Memos’ on intranet.
• Book in delivery and stock adjust the missing stock if told to do so the same day.
• Go into ‘Article Movements’ report and enter code of missing stock and PRINT.
• That way it will show you booking it in – then writing it off on same page.
• Staple the faxed form and log in box file 13a as evidence – Its your bonus you may need to contest one day!
• For large losses contact your LPM or John to high-light the issues.
ANY QUESTIONS?
ANY QUESTIONS SO FAR?
It’s OK, we don’t bite!
Time for a break!
Don’t forget to duck on your way out! – Conversion!
Please smoke away from the front of the store! – Thanks!
Be back in 15 minutes!
Welcome back!
Competition
Who’s stealing your business around you?
How dare they?
Competition
Tesco LED Lights£4.00
Halfords LED Lights£17.99
Euro Car Parts 063£40.74 inc VAT
Halfords 063 3 Year£66.99 inc VAT
So what can we do about it?
Competition
Insert toms competitor watch here ---
Customer Service
Bottom 5 Stores Least Complaints Quantity Position
Store name 16th
Store name 17th
Store name 18th
Store name 19th
Store name 20th
Top 5 Stores Most Complaints Quantity Position
Store name 1st
Store name 2nd
Store name 3rd
Store name 4th
Store name 5th
Customer service
Based on data from customer service portal
Bottom 5 Stores Least Praise Letters Quantity Position
Store name 16th
Store name 17th
Store name 18th
Store name 19th
Store name 20th
Top 5 Stores Most Praise Letters Quantity Position
Store name 1st
Store name 2nd
Store name 3rd
Store name 4th
Store name 5th
Customer service
Based on data from customer service portal
Customer service
Copy & paste customer service slides from the area meeting we had were Simon did his presentation.
Simon Olley’s bit
ANY QUESTIONS SO FAR?
It’s OK, we don’t bite!
Time for lunch!
Don’t forget to duck on your way out! – Conversion!
BTL Sandwiches providedEnjoy
Be back in 45 minutes!
Welcome back!
Your team – Your people
Your people
Your commitments:
• Review your team every few months, not just when the company asks you!
• Create a review timeline for the next year and next – keep it realistic.
• Create a KPI effective matrix for your store – you may be surprised!
• Keep your reviews short and to the point. Use new area form as a tool.
• Play to your teams strengths and use those skills to train others – You can't do it all.
• Hold workshops on Sundays every quarter to develop your stores weak points
• Use coaching techniques as well as counselling techniques to support your people
• Offer praise and tackle poor performance in your store
• Try look within, could the problem be something to do with what your NOT doing?
Your people
Insert for teams initials based on their shifts patterns
Your people
Just keep it simple!
My objective:
• To develop a method of tracking my teams effectiveness in store targeting operational objectives.
• Ensure my team were getting the support they needed that is personal to them.
• Finding a clear way of identifying progress made or not made by individuals.
• Creating a scoring system called KPI effectiveness to help identify were our store skills shortages were.
So the results are in...
• 3B’s now tracking above area average (Skills shortage)• Sat Nav attachment now 2nd best in area• Poor warranty procedure understanding now resolved• Poor child seat fitting coverage – now increased• Product knowledge was weak – launched sub shop workshops
Your people
Shows your stores % of people skilled
Sho
ws
thei
r ef
fect
ive
rati
ng
Your people
Your people
Keep it organised:
• AL Sales Manager IPP & PDP• Bikehut Sales Manager IPP & PDP• AL Manager TNA Completed• AL Manager TNA NOT Completed• Bikehut Sales Manager TNA Completed• Bikehut Sales Manager TNA NOT Completed• All Colleague review documents completed• Succession Plan Spreadsheet• Blank copies of review documents
Purple Organiser Folder£4.99 WHSmiths
Every thing all in one place – Your very own development folder for your team
Your people
What’s the best way to review?
Reviewing tips:
• Always give candidate notice of review – never ad-hoc.
• Keep it on time – most employees crave your time and attention so don’t rush it.
• Keep an open mind – Don’t be lulled by other member of staffs opinions!
• Sometimes the reason for poor performance extends beyond our walls
• No one is ‘crap’ – They are either un-motivated on un-clear of their role!
• Its hard but think – Have I let this person down by assuming too much?
• End on a high – Let them leave feeling positive
• Be objective not subjective – Your opinion is important but may not always be the gospel!
• If your brave – seek feedback about how you are doing in your role – what’s their perspective?
Your people
