Part of the excitement and challenge of managing a retail floor, or what we call Butterfly Floor Leadership, is that you need to be aware of everything, but know you may not be able to be directly involved in it all. From the time guests are greeted when they come into the store until the time they leave, there are many opportunities for their experience to be either enhanced or eroded. In your role as Butterfly, you are responsible for making sure those opportunities are always positive throughout the entire sales floor. Being out on the floor allows you to manage the guest's experience by:
Creating energy through involvement, chatter, engagement, excitement, passion and most of all positive attitude
Evaluating the Zone Chart to keep the flow of traffic and sales conversations moving ahead
Making quick decisions about what needs to be done at that moment.
It’s almost like being the ‘host of a party.’ You always want your guests to feel as though they are the most important person there. Is everything arranged? Are everyone’s needs being met? Are we being the best we can be in every part of the store? At the same time, Butterfly Floor Leadership also provides associate development opportunities by:
communicating goals to them
touching base frequently
learning more about the team's strengths and areas for improvement
Effective Butterfly Floor Leadership requires a range of interpersonal skills, operating knowledge, and intuition. The Communication Skills you learned will help you communicate clearly and effectively when in this role. Staying above the action whenever possible is critical so that you can redirect or support your team without becoming bogged down in specific situations. Store Managers routinely serve as Butterfly. That means they get more practice and typically feel more competent in handling many kinds of situations quickly and easily. Because Butterfly Floor Leadership tests skills and abilities in a range of situations, it’s also important that everyone who has that responsibility, whether it be assistant managers or guest leads, is competent and comfortable providing Butterfly Floor Leadership and in handing off that responsibility to the next Butterfly.
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