Ethical performance and relationship building in retailing business

The Advantages of Ethical Behavior in Business |

ethical performance and relationship building in retailing business

Attention to business ethics has substantially improved society. They react with strong motivation and performance. their quality programs to ensure integrity in their relationships with stakeholders. applied, are the cornerstones in building a commercially successful and socially responsible business. When discussing the relationship between ethics and customers, you first have to When retailers and suppliers know that an organization lives by a principled are able to build a business relationship on a foundation of trust. while working toward delivering an outlier performance quarter after quarter. To engage in relationship retailing with consumers, these factors should be considered: between retailers' ethical performance and relationships in retailing Retailer Consumerism activities involve government, business, and independent.

Price fixing crippled normal market forces. Employees were terminated based on personalities. Influence was applied through intimidation and harassment. Then society reacted and demanded that businesses place high value on fairness and equal rights. Anti-trust laws were instituted. Government agencies were established. Laws and regulations were established.

Ethics programs help maintain a moral course in turbulent times. Attention to business ethics is critical during times of fundamental change — times much like those faced now by businesses, both nonprofit or for-profit.

ethical performance and relationship building in retailing business

During times of change, there is often no clear moral compass to guide leaders through complex conflicts about what is right or wrong. Continuing attention to ethics in the workplace sensitizes leaders and staff to how they want to act — consistently.

Ethics programs cultivate strong teamwork and productivity. Ethics programs align employee behaviors with those top priority ethical values preferred by leaders of the organization. Usually, an organization finds surprising disparity between its preferred values and the values actually reflected by behaviors in the workplace.

Ongoing attention and dialogue regarding values in the workplace builds openness, integrity and community — critical ingredients of strong teams in the workplace. Employees feel strong alignment between their values and those of the organization.

Building an Ethically Strong Organization

They react with strong motivation and performance. Ethics programs support employee growth and meaning. You can have the most beautiful, state-of-the-art facility featuring the number one product, but without a team that is percent focused on creating and maintaining positive client relationships, you will not be as successful as other spa owners that have the correct recipe. When you show up at work, are you fully present?

Are you filled with purpose, energy and optimism? Are you ready to smile, solve problems and serve? It is imperative that you are because your team follows your lead. If you are always distracted by life's million little nagging diversions, then you cannot expect anyone on your team to do otherwise. Let your team know that this is the standard of expected performance.

Expectations must be clearly defined in the beginning and validated on a regular basis in order to keep employees loyal and engaged. As an employer, you are entitled — obligated — to hold high expectations of your staff. If you do not, they will not only let you and your customers down, but they in fact will feel let down themselves - by you.

One of the most important things for team members to learn is that they are a "product," and that forming and nurturing relationships with clients is the most crucial service on the menu. This attitude dictates everything from presentation and attire to polite language and proper grammar when conversing with clients.

Chapter 2: Building and Sustaining Relationships in Retailing

Matching uniforms and name tags are a great start to a professional atmosphere. At our company, we require a super clean look for our team, just like we do for our super-organized workspace: Excellence Requires Practice Author Malcolm Gladwell maintains that true mastery of any skill requires 10 years of solid practice, and that people who get really, really good at something work at it much harder than other people — because mere talent is not enough.

Present this to your team, not as a grim warning, but as an inspiration; they are building their careers, not merely showing up for a job. Great companies and great brands offer ongoing education to team members. With this in mind, we require all team members to attend mandatory, in-store trainings and staff meetings at least once a month.

It often gets so busy and so many of the skin therapists are in and out of treatments all day long, every day, that it is not too often that the entire team is able to come together.

Sometimes it is beneficial to hold these meetings even more frequently - even once a week. Team huddles to discuss goals should be held daily. The point is not merely to impart technical learning, but also to build supportive relationships between team members. Keep the meetings interactive and hands-on, so that team members invest on a personal level.

Choose a topic every meeting that covers key areas such as treatment protocols, customer service tips, products and ingredient training, or anything relevant to what is happening in the business. Remember that even if you do not offer particular services at your spa or skin care center, it is important for your team to always be educated on the latest developments and technologies in the industry. Clients are quite savvy these days! It is great to schedule trainings close to the start of a new month as a way to hold a "pep rally" and go over what is planned for the next month to excite and motivate your team.

Announce upcoming incentives and recap the previous month's successes. Really make your point with team awards quarterly covering areas such as highest retail and service sales, most improved and leadership awards, to name a few. It is extremely affective for team spirit and to boost morale by announcing team successes in front of one another.

It encourages others to try harder so that they can be acknowledged in front of their co-workers in the future. The trainings are another great way to ensure consistency among the team by making sure all treatments are being promoted and serviced the same and that all protocols are being followed properly.

The Advantages of Ethical Behavior in Business

Expectations must be clearly defined on a regular basis in order to keep employees loyal and engaged in their job. Create Tools for Your Team The key techniques to success are to set the bar high, clearly identify the objectives, and nurture the team with tools to reach and exceed those objectives.

Produce a goal sheet to provide them with a breakdown of their monthly goal, into daily goals, which they can track. When employees choose to stay quiet — even with good intentions — alternate viewpoints are silenced, levels of engagement and commitment are likely to diminish, 12 and others note that failure to challenge is the norm.

Conversely, in the construction company, an employee was comfortable publicly challenging a colleague for the use of sexist language; when the perpetrator apologized immediately, the interaction sent a positive message to others about how to handle such situations. As one retail manager put it: I think our ethics as a business are very, very good.

ethical performance and relationship building in retailing business

That is, they must hire and cultivate leaders at all levels who promote ethical behavior. Two essential ingredients are a strong vision and a deep commitment to stakeholders. Our research shows that employees who see their managers as ethical leaders are more satisfied with their work, are more willing to go the extra mile, find the work that they carry out has significance in the broader scheme of things, and are less likely to quit.

Call to Action No organization is free of these dilemmas, but they can be managed. Our research and analysis suggest that the following six steps can help leaders set an ethically strong tone so that employees are better equipped to make the right choices day to day. Many organizations do not recognize or discuss ethically tricky situations their managers and employees face.

This drives individuals to internalize their decision-making processes — which can create a slippery slope. In the police force we studied, even though leading officers were well aware that budget cuts meant increased workloads and longer hours for the rank and file, they had not openly acknowledged these pressures with their staff and how they might affect day-to-day decision-making — preventing an authentic dialogue about the problems or possible solutions.

In organizations with a culture of transparency, people are more inclined to seek to understand the underlying rationale for decisions. This has a positive effect on ethical decision-making because values are exposed when they are openly discussed rather than inferred from town hall meetings or company documentation.

At the nonprofit we studied, one executive noted: Clarify the ethical trade-offs. Another important step is to explicitly clarify how employees should balance the needs of different stakeholder groups.

Most decisions will affect more than one set of stakeholders.

ethical performance and relationship building in retailing business

Although the needs of all groups can sometimes be met, trade-offs are usually necessary. When employees are not sure how to manage this tension, unethical approaches can develop. Employees reported that decision-making was more often governed by immediate profit considerations and key performance indicators.

In these cases, leaders have an especially significant role in establishing a consistent ethical framework and guidelines for balancing stakeholder interests. Providing employees with a clear statement of vision can help them weigh competing concerns and make appropriate trade-offs. Ensure role-modeling from the C-suite down.

VW is a case in point: These mixed signals cascade through each level of the organization. However, a much more reliable approach is to set the desired example at the top.

The nonprofit fostered an ethically strong situation by clearly showing how core ethical dilemmas should be resolved:

Retailing ethics in the age of artificial intelligence