ated.

Training leads to high competence in a specific skill. It prepares an employee for one particular job. Educating employees enables them to deal with and solve a broad range of problems.

Educating employees is so much more than training. It will allow your employees to be much more productive. They can handle more complex situations instead of quoting company policy. Most customers could care less about company policy.

There are many methods to educate employees. I would suggest using as many as possible. Role - Playing is a great way to give the employees invaluable experience with possible real life situations.

Educating employees should be ongoing . Many employers will train in the beginning, but let the longer term employees slide. Educated employees are able to make better decisions, thus lessening the workload for everyone.

Resistance to Change Reduced

The main reasons retail businesses fail is resistance to change and or fear of failure. Employers are accustomed of doing tasks a particular way and see no reason to change. Also, there is a fear that if they make changes in the way they manage their business, they may fail. Change is considered a bad gamble and status quo is the safe route. It is the status quo that often results in the business failing.Resistance to change is the action taken by individuals and groups when they perceive that a change that is occurring as a threat t

There are many principles that would be helpful to your business. Even though, I specialize in Retail Consulting, the "Sterna Principle" would be useful in any business. By the way, the "Sterna Principle" named after a Rottweiler whose behaviors are extraordinary. Her behaviors are not associated with a typical Rottweiler. Unfortunately, few businesses carry out the Sterna Principle to their benefit.

What exactly is the Sterna Principle? It is five behaviors all good businesses should be doing. It is as follows:

S- Superior Customer Service

T- Terrific Place to Work

E- Educate Your Employees

R- Resistance to Change Reduced

N- New Exciting Ideas

A-Always Improving

Superior Customer Service

Superior Customer Service should be a top priority for most companies. However, most companies fall far short of this. If you meet the customer's perception when they visit your store is that good customer service? No, it is average customer service. You must not only meet but exceed their expectation on visiting your store.

Customer Service applies to having the product and or service your customer is looking for. It also involves interaction with the business employees and how overall satisfied with the overall process. The biggest issues with customer service are that with a dissatisfied customer.

The dissatisfied customer should be look as an opportunity. You can gain more positive exposure by solving their problem than with the satisfied customer. It doesn't matter who created the problem, your goal is to resolved the issue and make the customer happy.

Businesses will spend a huge sum of money to attract new customers. It is much cheaper to keep your current customers happy with your company. However, many times there is a breakdown in the system. Here is a perfect example:

I was doing a consulting assignment for the past 5 weeks 1,000 miles from my house. My bank credit card was declined attempting to make a purchase. According to the bank, a block of suspicious numbers were reissued to new customers. A letter sent to my home told me the credit card would expire on June 12. I was an exception to their rule, but this large bank made even more problems for me.

I had to spend over 1 - hour on the phone trying to resolved this issue. I made 4 phone calls and eventually the bank failed. They never resolved the issue. They never told me what they could do for me, instead of plenty what they could not do. When, I told one of the bank's customer service people, I would not be able to put gas in my car, pay my hotel bill, or eat, their answer was terrible. It was " At least you will be able to lose weight". After making this comment, the employee realized her mistake.

I had to get my wife to go through all my mail and next day my card. Fortunately for me, I had other credit cards. The bank spends large amounts on advertising to get new customers, but failed to spend $14.40 and send me a new card the next day. I don't know how much it costs to gain a new customer, but would expect it to be more than $14.40. Anyway, that is a perfect example of handling a mistake poorly lost them a customer.

The bank could have ask me how to correct this. I would have remained with this bank, if they have turn taken care of their mistake. However, like most companies employees don't want to go the extra mile or are bogged down with company policies. Every company's first policy should be to resolve all customer's issues within reason.

Superior Service is the one playing field the little companies can compete and beat the big companies. Treating your customers as valued customers instead of dollar bills will result in increased sales. Get to know personal info about your best customers. It could be their birthday, children's or spouse name and anything else.

Terrific Place to Work

Having a terrific place to work is a benefit to both your employees and customers. If your employees are happy, they will treat your customers better. Studies have shown that pay is not the #1 motivator. Most employees want to be treated well for their good work. This does not mean you can ignore the pay issue.

It is amazing how many employers treat their employees poorly. Many employers will not talk with their employees unless, the employee needs to be disciplined. It would be much better if 75-85% of an employer's communication with an employee is praising the employee for a job / task well done. Also, an employer should not take out their moodiness or personal problems with employees. I have seen this on too many occasions.

Employers should thank employees and ask them to do certain tasks instead of ordering. This should result in getting the same tasks done, but the employee will see it much more positively. Telling employees Thank You costs nothing and can go a long way to making employees more appreciated. I always had as the last two words of any written task was " Thank You". Had an employee tell me after years of working for different managers, it was the first time someone had thanked him for doing his job.

An extra benefit from having a terrific place to work is lower employee turnover and better applicant pool. The word gets out if it is a great place or a poor place for employment. It also helps if the work environment is fun.

Fun will take some of the stress out of the job. Also, it will make work more enjoyable and should lead to more productivity. The job must be done, but if used properly it is another way to create a terrific work environment.

Educate Employees

Do you believe in training employees? I don't. You train animals, such as Sterna. Employees should be educated.

Training leads to high competence in a specific skill. It prepares an employee for one particular job. Educating employees enables them to deal with and solve a broad range of problems.

Educating employees is so much more than training. It will allow your employees to be much more productive. They can handle more complex situations instead of quoting company policy. Most customers could care less about company policy.

There are many methods to educate employees. I would suggest using as many as possible. Role - Playing is a great way to give the employees invaluable experience with possible real life situations.

Educating employees should be ongoing . Many employers will train in the beginning, but let the longer term employees slide. Educated employees are able to make better decisions, thus lessening the workload for everyone.

Resistance to Change Reduced

The main reasons retail businesses fail is resistance to change and or fear of failure. Employers are accustomed of doing tasks a particular way and see no reason to change. Also, there is a fear that if they make changes in the way they manage their business, they may fail. Change is considered a bad gamble and status quo is the safe route. It is the status quo that often results in the business failing.Resistance to change is the action taken by individuals and groups when they perceive that a change that is occurring as a threat to

opportunity. You can gain more positive exposure by solving their problem than with the satisfied customer. It doesn't matter who created the problem, your goal is to resolved the issue and make the customer happy.

Businesses will spend a huge sum of money to attract new customers. It is much cheaper to keep your current customers happy with your company. However, many times there is a breakdown in the system. Here is a perfect example:

I was doing a consulting assignment for the past 5 weeks 1,000 miles from my house. My bank credit card was declined attempting to make a purchase. According to the bank, a block of suspicious numbers were reissued to new customers. A letter sent to my home told me the credit card would expire on June 12. I was an exception to their rule, but this large bank made even more problems for me.

I had to spend over 1 - hour on the phone trying to resolved this issue. I made 4 phone calls and eventually the bank failed. They never resolved the issue. They never told me what they could do for me, instead of plenty what they could not do. When, I told one of the bank's customer service people, I would not be able to put gas in my car, pay my hotel bill, or eat, their answer was terrible. It was " At least you will be able to lose weight". After making this comment, the employee realized her mistake.

I had to get my wife to go through all my mail and next day my card. Fortunately for me, I had other credit cards. The bank spends large amounts on advertising to get new customers, but failed to spend $14.40 and send me a new card the next day. I don't know how much it costs to gain a new customer, but would expect it to be more than $14.40. Anyway, that is a perfect example of handling a mistake poorly lost them a customer.

The bank could have ask me how to correct this. I would have remained with this bank, if they have turn taken care of their mistake. However, like most companies employees don't want to go the extra mile or are bogged down with company policies. Every company's first policy should be to resolve all customer's issues within reason.

Superior Service is the one playing field the little companies can compete and beat the big companies. Treating your customers as valued customers instead of dollar bills will result in increased sales. Get to know personal info about your best customers. It could be their birthday, children's or spouse name and anything else.

Terrific Place to Work

Having a terrific place to work is a benefit to both your employees and customers. If your employees are happy, they will treat your customers better. Studies have shown that pay is not the #1 motivator. Most employees want to be treated well for their good work. This does not mean you can ignore the pay issue.

It is amazing how many employers treat their employees poorly. Many employers will not talk with their employees unless, the employee needs to be disciplined. It would be much better if 75-85% of an employer's communication with an employee is praising the employee for a job / task well done. Also, an employer should not take out their moodiness or personal problems with employees. I have seen this on too many occasions.

Employers should thank employees and ask them to do certain tasks instead of ordering. This should result in getting the same tasks done, but the employee will see it much more positively. Telling employees Thank You costs nothing and can go a long way to making employees more appreciated. I always had as the last two words of any written task was " Thank You". Had an employee tell me after years of working for different managers, it was the first time someone had thanked him for doing his job.

An extra benefit from having a terrific place to work is lower employee turnover and better applicant pool. The word gets out if it is a great place or a poor place for employment. It also helps if the work environment is fun.

Fun will take some of the stress out of the job. Also, it will make work more enjoyable and should lead to more productivity. The job must be done, but if used properly it is another way to create a terrific work environment.

Educate Employees

Do you believe in training employees? I don't. You train animals, such as Sterna. Employees should be educated.

Training leads to high competence in a specific skill. It prepares an employee for one particular job. Educating employees enables them to deal with and solve a broad range of problems.

Educating employees is so much more than training. It will allow your employees to be much more productive. They can handle more complex situations instead of quoting company policy. Most customers could care less about company policy.

There are many methods to educate employees. I would suggest using as many as possible. Role - Playing is a great way to give the employees invaluable experience with possible real life situations.

Educating employees should be ongoing . Many employers will train in the beginning, but let the longer term employees slide. Educated employees are able to make better decisions, thus lessening the workload for everyone.

Resistance to Change Reduced

The main reasons retail businesses fail is resistance to change and or fear of failure. Employers are accustomed of doing tasks a particular way and see no reason to change. Also, there is a fear that if they make changes in the way they manage their business, they may fail. Change is considered a bad gamble and status quo is the safe route. It is the status quo that often results in the business failing.Resistance to change is the action taken by individuals and groups when they perceive that a change that is occurring as a threat t

e, I had other credit cards. The bank spends large amounts on advertising to get new customers, but failed to spend $14.40 and send me a new card the next day. I don't know how much it costs to gain a new customer, but would expect it to be more than $14.40. Anyway, that is a perfect example of handling a mistake poorly lost them a customer.

The bank could have ask me how to correct this. I would have remained with this bank, if they have turn taken care of their mistake. However, like most companies employees don't want to go the extra mile or are bogged down with company policies. Every company's first policy should be to resolve all customer's issues within reason.

Superior Service is the one playing field the little companies can compete and beat the big companies. Treating your customers as valued customers instead of dollar bills will result in increased sales. Get to know personal info about your best customers. It could be their birthday, children's or spouse name and anything else.

Terrific Place to Work

Having a terrific place to work is a benefit to both your employees and customers. If your employees are happy, they will treat your customers better. Studies have shown that pay is not the #1 motivator. Most employees want to be treated well for their good work. This does not mean you can ignore the pay issue.

It is amazing how many employers treat their employees poorly. Many employers will not talk with their employees unless, the employee needs to be disciplined. It would be much better if 75-85% of an employer's communication with an employee is praising the employee for a job / task well done. Also, an employer should not take out their moodiness or personal problems with employees. I have seen this on too many occasions.

Employers should thank employees and ask them to do certain tasks instead of ordering. This should result in getting the same tasks done, but the employee will see it much more positively. Telling employees Thank You costs nothing and can go a long way to making employees more appreciated. I always had as the last two words of any written task was " Thank You". Had an employee tell me after years of working for different managers, it was the first time someone had thanked him for doing his job.

An extra benefit from having a terrific place to work is lower employee turnover and better applicant pool. The word gets out if it is a great place or a poor place for employment. It also helps if the work environment is fun.

Fun will take some of the stress out of the job. Also, it will make work more enjoyable and should lead to more productivity. The job must be done, but if used properly it is another way to create a terrific work environment.

Educate Employees

Do you believe in training employees? I don't. You train animals, such as Sterna. Employees should be educated.

Training leads to high competence in a specific skill. It prepares an employee for one particular job. Educating employees enables them to deal with and solve a broad range of problems.

Educating employees is so much more than training. It will allow your employees to be much more productive. They can handle more complex situations instead of quoting company policy. Most customers could care less about company policy.

There are many methods to educate employees. I would suggest using as many as possible. Role - Playing is a great way to give the employees invaluable experience with possible real life situations.

Educating employees should be ongoing . Many employers will train in the beginning, but let the longer term employees slide. Educated employees are able to make better decisions, thus lessening the workload for everyone.

Resistance to Change Reduced

The main reasons retail businesses fail is resistance to change and or fear of failure. Employers are accustomed of doing tasks a particular way and see no reason to change. Also, there is a fear that if they make changes in the way they manage their business, they may fail. Change is considered a bad gamble and status quo is the safe route. It is the status quo that often results in the business failing.Resistance to change is the action taken by individuals and groups when they perceive that a change that is occurring as a threat t

ll not talk with their employees unless, the employee needs to be disciplined. It would be much better if 75-85% of an employer's communication with an employee is praising the employee for a job / task well done. Also, an employer should not take out their moodiness or personal problems with employees. I have seen this on too many occasions.

Employers should thank employees and ask them to do certain tasks instead of ordering. This should result in getting the same tasks done, but the employee will see it much more positively. Telling employees Thank You costs nothing and can go a long way to making employees more appreciated. I always had as the last two words of any written task was " Thank You". Had an employee tell me after years of working for different managers, it was the first time someone had thanked him for doing his job.

An extra benefit from having a terrific place to work is lower employee turnover and better applicant pool. The word gets out if it is a great place or a poor place for employment. It also helps if the work environment is fun.

Fun will take some of the stress out of the job. Also, it will make work more enjoyable and should lead to more productivity. The job must be done, but if used properly it is another way to create a terrific work environment.

Educate Employees

Do you believe in training employees? I don't. You train animals, such as Sterna. Employees should be educated.

Training leads to high competence in a specific skill. It prepares an employee for one particular job. Educating employees enables them to deal with and solve a broad range of problems.

Educating employees is so much more than training. It will allow your employees to be much more productive. They can handle more complex situations instead of quoting company policy. Most customers could care less about company policy.

There are many methods to educate employees. I would suggest using as many as possible. Role - Playing is a great way to give the employees invaluable experience with possible real life situations.

Educating employees should be ongoing . Many employers will train in the beginning, but let the longer term employees slide. Educated employees are able to make better decisions, thus lessening the workload for everyone.

Resistance to Change Reduced

The main reasons retail businesses fail is resistance to change and or fear of failure. Employers are accustomed of doing tasks a particular way and see no reason to change. Also, there is a fear that if they make changes in the way they manage their business, they may fail. Change is considered a bad gamble and status quo is the safe route. It is the status quo that often results in the business failing.Resistance to change is the action taken by individuals and groups when they perceive that a change that is occurring as a threat t

ated.

Training leads to high competence in a specific skill. It prepares an employee for one particular job. Educating employees enables them to deal with and solve a broad range of problems.

Educating employees is so much more than training. It will allow your employees to be much more productive. They can handle more complex situations instead of quoting company policy. Most customers could care less about company policy.

There are many methods to educate employees. I would suggest using as many as possible. Role - Playing is a great way to give the employees invaluable experience with possible real life situations.

Educating employees should be ongoing . Many employers will train in the beginning, but let the longer term employees slide. Educated employees are able to make better decisions, thus lessening the workload for everyone.

Resistance to Change Reduced

The main reasons retail businesses fail is resistance to change and or fear of failure. Employers are accustomed of doing tasks a particular way and see no reason to change. Also, there is a fear that if they make changes in the way they manage their business, they may fail. Change is considered a bad gamble and status quo is the safe route. It is the status quo that often results in the business failing.Resistance to change is the action taken by individuals and groups when they perceive that a change that is occurring as a threat to them. Most employees will not change their beliefs, habits, or behaviors unless they are motivated to do so. How do we create this need to change?

Involving other employees is important because it helps to make the change their effort as well as the company's. People won't care too much about others efforts, but theirs will be a priority. This should help reduce the resistance to change and help improve the overall operation of the business. Involving employees from the beginning, clearly explaining the reasons for the change, having a clear strategy, direction, and vision, and respecting the viewpoints of other people are all parts of reducing resistance to change. A great method to overcome resistance to change is to educate people about the change effort earlier. Communication and education helps employees see the logic in the change effort.

New Exciting Ideas

Once a business stops being creative, it will start on a decline. Even if you are the business leader, you must be creative to keep ahead of the competition. All businesses are looking for extra ways to improve their profitability.There are methods that worked in the past well. Some of these will continue to work in the future. However, you must be constantly evaluating all methods on a regularly. If a business waits too long, it may have to make drastic changes, instead of just some minor adjustments.Employees are a great source for new exciting ideas. Suggestion boxes or encouraging comments during meetings will keep the business with many options to keep everything fresh and exciting. There will be more suggestions with more people involved.

Always Improving

Every business should aim for daily improvement in its operation. If a business improves 1% every day, how much better would the business be 90 days from now? The difference would be noticeable.

The Sterna Principle is a way for every business to reexamine and improve its business when needed. Using these principles will give you a great advantage over your competition. Too many businesses will use short -term methods such as cutting payroll and expenses to create more profitability. Many times these don't work, because they don't address the major issues.