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Speaker 1: Welcome back to another bonus episode of Big Business, and

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Speaker 1: I've got another DM that's landed in the Big Business dms.

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Speaker 1: By the way, you can dm us on Big Business

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Speaker 1: on Instagram, and the dms are monitored by myself, producer Xander,

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Speaker 1: and April, and we're always keeping our eye out and

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Speaker 1: we're collecting everyone's questions specifically for these episodes. So let's

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Speaker 1: just get straight into this one. This one is about

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Speaker 1: retail staff.

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Speaker 2: Hey, I don't know why it's taking me so long

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Speaker 2: to discover.

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Speaker 1: Your pod question Mark Well, better late than never, And

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Speaker 1: also thank you for finally listening, because I've been saying

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Speaker 1: for over a year now that everyone needs to listen

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Speaker 1: to my business podcast because it's not just for business

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Speaker 1: owners like it's for everyone anyway. Let's continue reading this.

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Speaker 1: Please keep this anonymous if you cover it. I have

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Speaker 1: a few issues with retail staff that have gotten away

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Speaker 1: from me. Things like retail staff being on phones at work,

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Speaker 1: online shopping on the work computer when it's quiet, obviously

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Speaker 1: not in front of me, taking extra breaks to move

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Speaker 1: their cars throughout the day because they park somewhere free

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Speaker 1: instead of getting paid parking for the day, and the

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Speaker 1: hardest one to address is that they just don't look

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Speaker 1: presentable enough at work.

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Speaker 2: But it's not easy to bring up someone's appearance.

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Speaker 1: You know, how would you address these things without making

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Speaker 1: them feel like you're piling on? Are they just gen

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Speaker 1: z things? And do I need to be more relaxed

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Speaker 1: about it? Or am I a pushover for letting it.

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Speaker 2: Get this bad?

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Speaker 1: Okay, I don't want to say that you're a pushover

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Speaker 1: for letting it get this bad. I instead want to

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Speaker 1: say that you're obviously a really nice person and you're

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Speaker 1: really mindful that you don't want to upset people.

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Speaker 2: But I do think I don't know.

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Speaker 1: If this is your retail store or if you're the

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Speaker 1: manager of the store. I'm just going to guess that

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Speaker 1: it's like you're the owner of the store. This does

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Speaker 1: kind of fall back on you, because I know it

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Speaker 1: sounds really mean, but I'm even speaking just like from

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Speaker 1: my own perspective as well.

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Speaker 2: It falls back on you.

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Speaker 1: And what it sounds like is you just need to

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Speaker 1: have way more policies and procedures in place for when

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Speaker 1: you get new team members. And the tricky thing is,

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Speaker 1: obviously you already have existing team members, so you're kind

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Speaker 1: of going to have to do a refresher with all

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Speaker 1: of them, and there is nothing wrong with doing that.

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Speaker 2: And I know.

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Speaker 1: You will feel like you're micromanaging all of a sudden

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Speaker 1: or bringing up all of these issues out of nowhere,

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Speaker 1: But to all of my managers out there and all

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Speaker 1: of my business owners out there, this is a prime

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Speaker 1: example of why it's so important to have open communication

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Speaker 1: in the workplace, because if we act kind of like pushovers,

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Speaker 1: I hate that word, but you know what I mean.

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Speaker 1: If we act like pushovers, and if we're always really

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Speaker 1: nice and we don't ever bring up a single thing

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Speaker 1: like the these little things that start to bother you,

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Speaker 1: when you do get to the point of bringing it up,

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Speaker 1: your staff are going to be like what the fuck, Like,

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Speaker 1: you know, because you've never acted that way before, or

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Speaker 1: you've never spoken with them in that kind of way

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Speaker 1: where you've addressed concerns. And I did this myself in

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Speaker 1: the early days of Fate, and I talk about this

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Speaker 1: all the time, but I.

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Speaker 2: Was really friendly. I was way too nice.

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Speaker 1: So when I eventually built up the courage to like

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Speaker 1: say to my staff, hey, stop sitting on the counter

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Speaker 1: when there's customers in the store, they get offended and

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Speaker 1: upset by it, not because they've been called out, but

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Speaker 1: because they're not used to you telling them what to

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Speaker 1: do kind of thing. And so to all of my

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Speaker 1: business owners out there and even managers, always just be

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Speaker 1: really clear when you communicate to your staff or your

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Speaker 1: team members, so that when you do have to bring

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Speaker 1: up other things, it's not going to throw everyone off

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Speaker 1: and they're not gonna be like, why the fuck is

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Speaker 1: she all of a sudden telling us that we're not

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Speaker 1: looking presentable enough. You know, it's just so important to

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Speaker 1: have open communication, clear boundaries, and clear policies in place

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Speaker 1: so that no one can ever say we were never

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Speaker 1: told that we had to dress a certain way kind

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Speaker 1: of thing.

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Speaker 2: So what I would do if I was you.

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Speaker 1: Is, I'm going to assume that you have like some

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Speaker 1: sort of employee handbook, and then what you could also

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Speaker 1: do is kind of have like a separate handbook for

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Speaker 1: your retail staff, and it could be more about like

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Speaker 1: the workplace, the culture, expectations, and then you can include

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Speaker 1: all the things in there like arriving on time, your

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Speaker 1: break time, allowances, parking, all that kind of info like

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Speaker 1: where people can park. You know, because I'm assuming that

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Speaker 1: you're in a shopping center and they have like the

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Speaker 1: staff car park or whatever where you pay the five

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Speaker 1: dollars a day or whatever, And then you could have

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Speaker 1: a whole section in there about uni form and grooming,

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Speaker 1: like we have the same for our Fate store teams.

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Speaker 1: It's not to say like you need to look like this,

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Speaker 1: but you can have like a guideline of you.

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Speaker 2: Know, this is how we like to show up to work.

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Speaker 2: We like to look smart, polished, professional.

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Speaker 1: You know, you can just say things like hair just

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Speaker 1: neatly done, whether that's up or down. You can put

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Speaker 1: things in there without like picking on people's appearance, because

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Speaker 1: I understand what you mean, Like you can't just be

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Speaker 1: calling out people for the way that they look. But

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Speaker 1: you can just have broad guidelines that everyone adheres to

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Speaker 1: and they apply to absolutely every single employee. Then you

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Speaker 1: can also have a section in this like handbook about

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Speaker 1: phones at work. So for example, with us at Fate,

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Speaker 1: all of our staff know that we can't have our

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Speaker 1: phones on the shop floor. We can't be going on

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Speaker 1: our phones in front of customers. But we also say

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Speaker 1: if you need to pop out the back and check

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Speaker 1: your phone for whatever reason, that's absolutely fine. I know

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Speaker 1: some work will be like lock it in the lockers

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Speaker 1: and you don't have it until your lunch break. But

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Speaker 1: as for us, like we, I guess have the respect

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Speaker 1: between our store teams and ourselves that we trust, like

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Speaker 1: pop out the back, you know, right back to someone

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Speaker 1: that's messaged you Like, that's absolutely fine by us. Obviously,

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Speaker 1: don't pop out the back and scroll on TikTok for hours.

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Speaker 2: But it's up to you what.

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Speaker 1: You want those rules to look like with phones on

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Speaker 1: the floor, online shopping on the work computer when it's quiet.

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Speaker 2: Oh that's a tricky one. Oh, you just like you

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Speaker 2: would think and hope that people would.

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Speaker 1: Just have the decency to like not do that, you know,

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Speaker 1: but like and it seems like it would be second

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Speaker 1: nature when you're a business owner to just not do that.

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Speaker 1: But I think back to when I was young and

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Speaker 1: working in retail. I didn't give a fuck. I didn't

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Speaker 1: give a fuck about anything. I didn't give a fuck

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Speaker 1: about the KPIs, I didn't give a shit about anything.

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Speaker 2: Like you don't.

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Speaker 1: You don't care in the in the way that like

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Speaker 1: a business owner would. That's not to say, hey, maybe

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Speaker 1: some of our fate team do care as much as

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Speaker 1: I do, which I absolutely love, but we can't put

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Speaker 1: the pressure on staff to think the way that we do.

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Speaker 1: And at the end of the day, like one thing

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Speaker 1: that I always remind myself of is, yes, of course,

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Speaker 1: like I want everyone that's working at Fate and working

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Speaker 1: in our stores to like love their jobs.

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Speaker 2: But at the end of the day, let's be realistic.

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Speaker 1: To these team members, it could just be a job,

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Speaker 1: you know, like just somewhere they go. They show up,

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Speaker 1: they do their shift, they talk with their coworkers, they

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Speaker 1: blood around, they shop on the computer.

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Speaker 2: And they go home.

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Speaker 1: I think it's unrealistic for us to expect that our

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Speaker 1: staff are going to like think the same way as

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Speaker 1: us and be the same way as us. But I

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Speaker 1: think as the owner or manager, you can definitely have

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Speaker 1: some systems and policies and handbooks in place that you

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Speaker 1: run through with everyone so that they all know like

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Speaker 1: the basic rules of the workplace. Now, obviously it's going

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Speaker 1: to be hard for you to introduce this new handbook

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Speaker 1: to an already existing team. But this is when you

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Speaker 1: just have to remember hard conversations easy life. Easy conversations

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Speaker 1: hard life. I always say that saying and this is

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Speaker 1: a great example of easy conversations hard life. You haven't

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Speaker 1: brought up any of this stuff with your team, and

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Speaker 1: it's gotten to the point now where your life is

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Speaker 1: becoming hard because of it. So you need to have

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Speaker 1: not a hard conversation, but you might have to do

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Speaker 1: like a team meeting night, you know, Invite them in

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Speaker 1: for an hour or two, put on a dinner, do

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Speaker 1: pizzas and whatever, tell them that they'll be paid for

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Speaker 1: their time, and say, I'm just tightening up things at

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Speaker 1: our workplace. You know, we're entering a new era. You know,

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Speaker 1: our team's going to be growing soon, and I just

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Speaker 1: want to have all of these new policies in this

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Speaker 1: new handbooking place so that we're all on the same

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Speaker 1: page and make it a positive team bonding activity night,

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Speaker 1: you know. And I think if it was you, I'd

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Speaker 1: just run through it with them. And at the end

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Speaker 1: of the day, I think the things that you're going

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Speaker 1: to present to them are more than fair on your part.

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Speaker 1: You know, you're going to have a uniform and grooming guide.

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Speaker 1: You're going to have a thing about parking. You can

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Speaker 1: have a thing about lunch breaks. You could have a

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Speaker 1: thing about not moving your car around. You could maybe

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Speaker 1: if you're not wanting to go there and say don't

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Speaker 1: shop on the computer, you can say, like, you just

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Speaker 1: can't use the work computer for personal things, like you

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Speaker 1: can just keep it very broad and sand which a

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Speaker 1: heap of other things in there if you want as well,

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Speaker 1: so that the handbook isn't just about the issues that

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Speaker 1: you're having with them. Instead, just make it really broad

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Speaker 1: and almost write it from the perspective of this would

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Speaker 1: be something that you'd be happy to hand to a

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Speaker 1: new employee when they start and just run the team

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Speaker 1: through it.

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Speaker 2: Also use that as.

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Speaker 1: An opportunity when you do your like staff, you know,

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Speaker 1: training night, to ask them for feedback, like maybe they'll

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Speaker 1: have some suggestions for you and the store. Make them

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Speaker 1: feel involved in it, and just make the whole thing

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Speaker 1: about all of us coming together. We're tightening up our

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Speaker 1: processes and all the things that you want to touch

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Speaker 1: on with them are so fair enough. If any of

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Speaker 1: them are going to be upset by it, I'm sorry.

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Speaker 1: That's not how the world works. You cannot be upset

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Speaker 1: if your boss is just telling you that you need

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Speaker 1: to finish your break on time and not use your

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Speaker 1: phone on the floor like these are just standard practices

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Speaker 1: in all retail jobs, and if they go and work

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Speaker 1: somewhere else, the same sort of standard rules will apply.

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Speaker 1: So that's what I would do if I were you.

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Speaker 1: I know exactly how you feel about awkward bringing this

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Speaker 1: up with them, but I think if you make it

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Speaker 1: a whole team thing and you involve everyone, you can

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Speaker 1: also say that this is going to be the same

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Speaker 1: handbook that you run all new employees that may start

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Speaker 1: with through. Then I don't think it's going to be

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Speaker 1: as bad as you think.

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Speaker 2: And I would hope that you know.

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Speaker 1: Your employees will come to the table, they'll be on board,

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Speaker 1: they'll have a great time, and they'll respect you enough

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Speaker 1: to just.

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Speaker 2: Clean up their act a little bit. But that's exactly

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Speaker 2: what I would do if I was you.

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Speaker 1: And then hopefully once that's all done, then if you

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Speaker 1: ever have anyone new join the team when they first start,

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Speaker 1: sit them down, go through this handbook, go through all

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Speaker 1: your guidelines, go through your uniform and grooming policy, have

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Speaker 1: them sign off on it, have them ask you any

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Speaker 1: questions as you're going through it. And then, because you've

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Speaker 1: got that in place, if anything ever does happen down

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Speaker 1: the track, let's say they start taking way longer on

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Speaker 1: breaks or they're on the phone on the floor, then

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Speaker 1: you just have to have a little chat with them

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Speaker 1: and say, hey, like you remember when you first started

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Speaker 1: and we went through our handbook, you heard all of

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Speaker 1: our rules surrounding break times and phones on the floor,

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Speaker 1: Because then you've just always got that there as your

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Speaker 1: back up and just clear communication is key. One of

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Speaker 1: my number one pieces of advice for any business owner

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Speaker 1: out there, or if you're managing a team, just be

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Speaker 1: really open with your communication and bring things up immediately,

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Speaker 1: even if it's the tiniest little thing, because if not,

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Speaker 1: you can find yourself maybe in a position like you're

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Speaker 1: in where you've got a million things that you're fuming

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Speaker 1: about but you can't bring any of them up because

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Speaker 1: you've let them go on for too long. It's just

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Speaker 1: so important to just raise the tiniest little flags if

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Speaker 1: anything ever bugs you, just so your staff are used

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Speaker 1: to you just chatting with them openly about stuff, because

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Speaker 1: if not, you might like absolutely crack and have a

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Speaker 1: big blow up one day and then shit will absolutely

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Speaker 1: hit the fan. So that is my number one tip

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Speaker 1: for business owners when you're managing staff or managers if

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Speaker 1: you're managing staff, have clear, open communication both ways from

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Speaker 1: manager to employee and from employee to manager or owner.

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Speaker 1: Communication is key, So thank you so much for sending

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Speaker 1: through this question and good luck, and remember do it scared, hard, conversations.

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Speaker 2: Easy, easy life.

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Speaker 1: That's all for today's bonus episode, and I'll be back

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Speaker 1: next week with my main