Building Teamwork into Your Retail Experience

On the morning of Sept. 11, 2001, sales executive Michael Hingson, blind since birth, was preparing for a conference on Floor 78 in the North Tower of the World Trade Center when disaster struck. Relying on a lifetime of experience in teamwork and trust-building – and his heroic guide dog, Roselle – he helped get 30 other terrified office workers to safety.

Michael, the New York Times bestselling author of “Thunder Dog: The True Story of a Blind Man, His Guide Dog, and the Triumph of Trust” will deliver the opening keynote on Thriving in the Corporate World Through Understanding the Power of Trust and Teamwork at this year’s International Retail Design Conference (IRDC), Oct. 9-10.

Looking to start implementing his team-building ideas to improve your store experience today? Here’s how to get started:

1. Make clear communication your number one priority

Michael and Roselle’s bond was built on clear and consistent communication. Roselle relied on Michael’s commands, and Michael trusted Roselle to guide him safely. In your store, communication is just as crucial. Regular team meetings, clear instructions, and an open-door policy can help build a culture of trust. Make sure your employees feel heard. When they do, they’re more likely to go above and beyond for your customers.

2. Lead by example

Michael showed incredible calm and leadership during the crisis. He didn’t panic, which helped Roselle stay focused. As a store owner, your attitude sets the tone. Find small ways to show your team that you trust them – starting in easy situations and then building to more challenging ones. When they see that you’re willing to face even the toughest situations with grace, your team will be inspired to do the same.

3. Build customer trust with every transaction

In the chaos of a major tragedy, there’s no time to sugarcoat reality. But you don’t need a crisis to adopt an attitude of honesty and transparency. If there’s a problem with a product or service, address it head-on. Apologize, fix it, and move on. Customers appreciate honesty and are more likely to stay loyal when they see you’re willing to make things right.

Michael Hingson’s keynote is sure to be a highlight of IRDC 2024. We’re honored to share his insights with you and look forward to welcoming you to our team, too!