Applies To: Operations Manager, Store Managers

Step-by-Step Process

1. Communicate Expectations

• Responsibility: Operations Manager

• Action: Distribute the official policy document to all current Store Managers.

• Method: Email and team meeting presentation.

2. Initial Policy Training

• Responsibility: Operations Manager in person

• Action: 

• • Operations Manager to visit each store to observe adhering to policy.
  • Operations Manager to put a observation outcome, a plan to address any issues during observations. 

  • Conduct a live training session covering all policy points, expectations, and real-life examples.

• Method: Use roleplay, scenarios, and Q&A to reinforce application.

• Documentation: Form.

3. Ongoing Store Audits

• Responsibility: Operations Manager

• Action: Conduct monthly walk-throughs and reviews to assess:

  • Team engagement

  • Store cleanliness

  • Customer service delivery

  • Manager initiative in resolving issues

• Tool: Form.

4. Performance Review Integration

• Responsibility: Operations Manager

• Action: Integrate policy criteria into performance reviews:

  • Leadership behavior

  • Self-driven task completion

  • Customer feedback and complaints resolution

• Scoring: Tie performance metrics to bonus or recognition programs.

5. Coaching and Development

• Responsibility: Operations Manager

• Action: Provide weekly one-on-one coaching to support managers in:

  • Time management

  • Motivating teams

  • Handling customer concerns

• Goal: Improve performance and reinforce expectations.

6. Corrective Action (if needed)

• Responsibility: Operations Manager

• Action: If a store manager fails to meet expectations:

  • Issue verbal warning or write-up depending on severity

  • Create a Performance Improvement Plan (PIP) if recurring

  • Set clear goals and timelines for change

7. Recognition and Rewards

• Responsibility: Operations Manager

• Action: Recognize managers who consistently exceed expectations via:

  • Incentive

  • Company-wide spotlight email or meeting