Giftrap : Giftrap Nov Dec 2012
Giftrap | 25 1. TRAIN YOUR STAFF Without a doubt, when it comes to Christmas, a staff crisis will take place, predicts Tourgelis. "Typically, something goes down with staff. It's not pretty, but it happens. You may have a staff meltdown where someone's just not coping, walks out and quits," he says. It is usually now that your team's best and worst attributes are highlighted, so prepare them for this stressful period as much as you can beforehand. At this time of the year, product knowledge is key for your employees. A high volume of customers will soon come through your doors, all wanting presents in a hurry and, in order to assist them, your staff need to know your stock inside out. "In November and December, they'll be receiving the stock and getting to know the brands. Stock control at that time of the year is really critical. You need to really be in touch with what's going on, or you'll let a lot of customers down," says Tourgelis. It's also important to keep team morale high, especially towards the end of November, when they will be exhausted from the massive influx of stock during the month. It's usually at this point that the meltdowns start happening, Tourgelis warns. Your team is your most precious asset at this time, so make sure you treat your employees well. In fact, Tourgelis usually throws a Christmas party for his staff towards the end of the festive season. "That last week of December can really feel like a month. The staff are really over it by then. Customers are being a bit rude and obnoxious, people are having a hard time at home and they're stressed about Christmas, so make sure you boost morale," he says. CHECKLIST • Arm sta with increased product knowledge • Reward your sta • Keep team morale high Stock control is really critical. You need to really be in touch with what's going on, or you will let a lot of your customers down. L L CHRIS TOURGELIS, OPUS Stock control and extensive product knowledge are both key at this time of the year, advises Tourgelis.
Giftrap Jan Feb 2013