Consulting & Coaching
Also known as the Discovery Phase, we perform an in-depth analysis to prioritize areas for improvement and build a strategic plan. We begin by gathering basic statistical, financial and operating information to get a snapshot of your company. Next, we conduct a comprehensive, two-day onsite visit. During our time on location, we conduct interviews with the owners and key personnel to understand their viewpoints on what’s going well and what should change. We also review the communication process, management reports and observe employee behavior so we can gauge the difference between what the owner expects to happen versus what IS happening. Lastly, we look at the company’s marketing and merchandise activity to identify opportunities in those all-important areas. The result is an in-depth understanding of the business and a plan for improvement. Whether it is merchandise performance, marketing results or productivity from your sales staff, we have experts available to help.
There is a Japanese proverb that says, “Vision without action is a daydream. Action without vision is a nightmare”. At ORS, we help retailers reach their goals by identifying the behaviors and outcomes required to achieve them. That isn’t enough, however. We also help determine the company’s capacity to execute, provide development and help anticipate obstacles or unintended consequences that may hinder progress. At the end of the process everyone will know the plan and their role in its success.
A cornerstone of our services, leadership development represents one of the greatest needs in our industry. With more than 125 years of combined experience, we rely on the strength of our team to create a comprehensive approach to teach the mechanics of supervision (hard skills) along with the ability to achieve mutual understanding and build relationship (soft skills). When combined, the two dimensions create a dynamic, effective and credible leader that others want to follow.
Effective performance management techniques are the foundation for long-term business success. It doesn't happen by accident. We must know what we expect our team to do, identify when it isn’t happening AND provide the appropriate feedback to get the desired results. Many managers focus solely on the goal (a statistic) to determine performance success but it isn’t that simple. Statistics are symptoms of the behaviors that produce them. To see improvement, we must be able to define different behavior to achieve different results. The key is to deconstruct complex processes into bite-sized steps that can be trained, observed and monitored. At ORS, we collaborate with your team to identify the critical behaviors required for flawless execution of your most important processes and the outcomes that indicate they were performed successfully. Then, we tailor coaching practices to reinforce training efforts, apply appropriate consequences and drive behavior change. The result? A consistent customer experience, more closed sales, improved employee morale and performance confidence.
George Bernard Shaw said, "The single biggest problem in communication is the illusion that it has taken place."
Many of our clients say that communication is their biggest opportunity. They wrestle with how to effectively resolve conflict and ensure everyone on the team clearly understands their role in the company’s plans and strategies. It’s difficult. We understand. Converting ideas into action can be challenging when speaking with another person. It becomes even more complicated as your business grows and more people are involved. That’s why we focus on two critical types of communication; interpersonal and organizational. As certified trainers of the Myers Brigg Type Indicator, the most validated personality profile in the world, we have the tools to help you better understand your personal communication style and the preferences of your staff members. On the organizational side, we incorporate a three-tiered approach to cascade information, expectations and accountability throughout the company. The result is mutual understanding and improved morale.
Effective customer interactions are the hallmark of a robust retail operation. It’s hard to attract new buyers to your store and if those transactions don’t result in more closed sales it is wasted time, money and effort. Many clients tell us that they’ve tried multiple selling systems that didn’t work for one reason or another. Our view is that selling is a skill and can be developed given the proper tactics and follow up. The ORS approach is different than most because it is not an event, it’s an ongoing process. As part of our program, a member of our team returns regularly to inspect progress and provide coaching to your leadership team and staff. The training accelerates the time to mastery because we deconstruct the process into identifiable, observable and repeatable steps that can be practiced individually. When coupled with sound performance management techniques, the learning is long-lasting and the results dramatic.
Staffing and Hiring
People are the most important element of any retail operation. They create the customer's experience, communicate value in your product and build relationships that drive repeat business. That's why knowing how to attract, hire and retain top talent is so important. We have proven methods that will build a substantial pool of candidates and select the right person so they have the highest probability of success.