The Manager Needs To Be The Boss

[Good Buddy]

In my now years of experience involved with the thrift industry directly and as an observer, it has come to my attention that a good manager can make or brake a thrift store.
One of the first things that makes a thrift store successful is the fact that all the volunteers or employees must be on the same page when it comes to how the store operates. This is where good management comes into play.
The manager is like the captain of a ship. Everyone beneath the manager needs to do things the way the manager says they need to be done or the ship doesn't function properly. This also creates an atmosphere of continuity within the store that shows through to the shopping public.
A good manager is never a tyrant but gets things done by always trying first to be nice.
If a volunteer or employee has their own agenda within the store, they need to work or volunteer their time some place else. Be The Boss!
In the past three years, just here in Orlando there have been over 15 store closings, most because of bad management.
I have also been made aware of places that used to make 7-10 times the revenue for their charities but after a bad manager comes in they ruin the way things used to work.
A successful thrift store manager is dedicated, hard working, fair and friendly.
Dedicated means really believing in your charity and the good you''re doing.
Hard working is working at least as hard as the hardest working volunteer or employee.
Fair and friendly is making the working and shopping experience just that for everyone involved.

[Thrift-Zoid]

One of the most important parts of being a good manager is also listening to your employees and volunteers. They''re at the front lines, be it on the sales floor or in processing. Usually if they tell you something is wrong, its wrong. If something isn''t going to work, it usually won''t work. Be fairly open to their ideas. Give credit where credit is due.   

Also, take responsibility for your position. Never shift blame. Not only is it ineffective to do so, and the problem will remain unresolved, but it is the SUREST way to generate ill-will and low morale amongst your staff. If they cannot trust you to take responsibility for your own mistakes in management, they will not fully cooperate later when you need it most. An employee or volunteer will work hard, under the worst of conditions, for someone they can look up to and trust. I''ve seen the magic of that occur. That means also jumping into the dirtiest and least loved of jobs, working the longest hours, asking the hardest questions and dealing with problems quickly and directly. A sense of HUMOR also goes a loooongggg way!

Find ways of rewarding your employees, even if its only in recognition of employee of the month or something. In some thrift stores, the pay they receive is not above the poverty level, they receive no discounts or perks "because the product is already discounted", the rules are strict, the work can be very hard at times, they are not allowed to shop at their own thrift store, and there is little to no protection from the customer''s wrath because "the customer is always right" in their complaints. If someone is unhappy in their job, it shows, even in the subtlest of ways.

Treating your employees and volunteers RIGHT is the first step in maintaining a fantastic thrift store. I can always tell at thriftstore chains where morale is high, and morale is low. Good morale is good customer service. Good morale is harder work, usually leading to higher sales. Good morale is a cleaner, safer store. Shoppers can tell when a smile is forced, so help give your employees reason to smile.