Henderson Retail and Training Concepts
Henderson Retail, which owns and operates 56 convenience grocery outlets under the Spar, Eurospar and Vivo franchises, put more than 10 store managers and assistant managers through a soft skills programme.
The company had to meet five main challenges including changing management style from command and control to empowerment and support. Store managers were task orientated, received instruction rather than coaching and were reactive rather than proactive in their behaviours.
After the workshops, three new senior store managers have been promoted from the group, four store managers successfully progressed to higher banded stores and three assistant managers were promoted to store manager designate.
Service improvements have benefited customers in the local communities, according to rising mystery shopper scores and customer observation sheets. Staff turnover has reduced to 40% and all stores food sales rose by 7.5%. By the end of this year, the business is expected to have doubled since 2002.