Bringing management up to scratch

Nearly half of the retail industry’s workforce has left a job as a result of bad management, a recent survey revealed.

49% of the 3,000 people polled said they had quit a position in the industry after being dissatisfied with senior staff, according to the Chartered Management Institute (CMI).

To a large extent, the organisation found inadequate management was a result of staff being promoted who were not properly equipped for a managerial role.

70% referred to themselves as “accidental” managers - staff members who did not aspire to promotion. Meanwhile, 59% admitted they had no management training while 68% said they did not want the responsibility of managing people. Less than a quarter held a management qualification.

CMI director of policy and research Petra Wilton believes putting people in charge of staff who do not have adequate skills can be severely detrimental to retailers’ businesses. She says: “It’s no surprise the retail industry has a lot of staff leaving if it is not investing in training. Managers need skills and in some cases qualifications so they can do their job and keep staff.”

Although a high employee turnover can make running a business difficult, dissatisfied workers can also mean customers do not make a return visit.

“Bad management comes through - it is obvious to the customer and there is nothing worse than someone miserable serving you,” says Wilton. “To be successful in retail you need an engaged workforce that is, in turn, engaged with the products and the service they are providing on the shopfloor.”

Retail Performance Specialists chairman Dennis Reid highlights the difference between good and bad management will quickly be seen in the sales figures. He says: “Good management means a store looks good and feels good - there will be fabulous customer service.”

Reid also champions in-house training for retailers’ that want to get more out of their staff by improving management. “Retail is the only profession where people get the job and then figure out how to do it,” he says. “With some people, good management happens automatically, but for others you need to get a training system in place.

“Skillsmart offers courses but I think a certified, internal process can also work well. You can’t build a business up and develop it unless you build up and develop the people involved.”