Secret #1: Strategy and Instinct Go Hand-in-Hand.

Focusing on the business instead of working in the business is crucial to the success of an independent retailer. Retailers who commit to strategy, forethought, and critical evaluation (as opposed to extinguishing fires and working on the floor) have an advantage over those who shoot from the hip and rely on gut instincts. 

Secret #2: Flip the Organizational Chart.

Flipping the organizational chart is another innovative approach to enhancing the corporate culture while achieving superior customer service standards. A Servant Leadership Chart reveals the true hierarchy of an independent retail team: The customer is the leader, the ultimate recipient of the organization's service; the employees are second in command ahead of management. Once this flipped organizational chart is conceptualized, the entire workforce will align itself toward their common goal of achieving exemplary customer satisfaction.

Secret #3: Be an Open Book.

Most retailers have adopted a closed-book policy with their employees concerning the company's financial standing. This is a mistake. Open-book management encourages feelings of job ownership, narrows the gap between employee and employer, and repositions staff to work from a place of motivation rather than fear. Believe it or not, empowering staff with knowledge of the complexities of the business finances inspires greater loyalty and productivity.

Secret #4: Share Profits to Increase Profits.

Independent business owners often view profit sharing from a skewed perspective, seeing it as a burden rather than benefit. In truth, sharing profits with employees has minimal risk and helps retailers overcome obstacles and achieve goals. By establishing bonus programs and other profit sharing programs, employees become more committed to and invested in achieving a stronger bottom line.

Secret #5: Adopt a Statement of Purpose that Addresses the "Why."

Independent retailers must take their customer service to extraordinary levels if they are to thrive alongside big box stores. By crafting a statement of purpose that embodies the owner's business vision, retailers infuse their employees with principles that guide everything they do. Ultimately, their piqued motivation, positive attitude, and sense of purpose will impact all that they do and everyone they contact, from customers to co-workers.

Secret #6: Indoctrinate Employees With the Statement of Purpose.

Independent retailers must honor and abide by the statement of purpose in all circumstances for it to be truly effective. The focus of day-to-day operations should be examined from a reversed different angle. Instead of asking whether a team member has contributed the bottom line, retail owners should consider how they support their own statement of purpose. Only then will the retailer reap the reward of its own business vision.

“I cannot wait to give this book to my daughter, who is a retailer with seven employees. This book reaffirms the things she is doing right with a whole lot of advice on what she can do better.”
—Jack Stack, bestselling author of The Great Game of Business