Preserve the Core: Six Ways to Knock Out Staff Discontent

Ellen Wells is the Editor-at-large of Green Profit Magazine. In addition to writing the eminently readable "Buzz" enewsletter, she is from Boston. So you know she's good people. Plus, she'll be at Clinic this year, so you'll have the chance to hear her great perspectives on national retail trends.

Operating a "lean and mean" business is as important in a recovery as during an economic downturn. You've ducked the opponent's early-round knockout punches and you're still dancing around the jabs. With dukes up and elbows in, you're protecting your core to fight another round and another day.

That's not to say your business hasn't taken some hits. With a shaky economy and an uncertain sales season, staffing was likely one expense where the savings opportunities were obvious. Cut staff hours or entire positions and save those expenditures. Easy decision.

And I know you've made those staffing decisions. Green Profit's first-ever Garden Center Wage & Benefit Survey reveals many of you reduced your staffing for 2009. Here are a few of the responses: Cut hours in '09 in anticipation of soft sales. Maybe cut too much, as sales remained solid for 2009. Reduced staff, not sure [of the results]. Customer service suffered. We have cut hours drastically ... it had to be done. Yes, we operated with 10 fewer employees. Great decision!!! Yes, cut two managers. Bad decision--I am working too much.

If you've been running a tight ship, then cuts to staff this year probably meant more work for everyone across the board. While you're "protecting your core," you may also be creating a situation where your workers are overworked, stressed, confused about leadership roles and concerned about their own futures--just like you.

You want to minimize the major body blows, and staffing problems can be big and painful hits. Keep staff morale in good shape with the following ideas:
• Transparency. Rumors can be dangerous. Make sure staff is made aware of any upcoming staffing changes before inaccurate information spreads.
• Review staff policies and procedures. Make adjustments to these documents if a reduced staff level warrants clarification.
• Be open to input. Your staff wants to help you stay in business and also wants their jobs to be more fulfilling. Listen to their ideas on how you can help them make their jobs easier or more enjoyable.
• Educate. Workers may have taken on additional duties in which they have no prior training, causing them frustration and giving you a mess to clean up. Be sure staff are given the knowledge to do their jobs accurately and safely. This may include an adult-education class or attendance at an industry seminar series or trade show.
• Show your appreciation. Your gratitude doesn't have to be elaborate. A sincere "Thank you!" and a handshake go a long way toward building a strong manager-staff relationship.

Have some fun. The workplace can be a cause of stress, and that can breed a lot of discontent. Help make work fun! Hold a Rock Band tournament, potluck lunch, after-work staff gardening club, or participate in a charity event together. The workplace that plays together, stays together--or at least has a healthy dose of fun.

As a manager, protecting your core means protecting and nurturing what resources you have that will help your business grow. How you care for and manage your staff today will decide if you're able to go another round with the economy.