Conducting an Effective Virtual Store Visit
The world has changed. How leaders visit and connect with their teams in the retail environment will continue to evolve as well. The idea of having to visit every location you have in person in certain intervals has been severely disrupted. It may continue to be in flux for some time to come. This doesn’t mean that you cannot connect with your team, provide feedback and coaching, or validate that expectations are being met. We need to look at these aspects of our roles differently. There are great options and tools available to make virtual visits as effective as in-person visits.
You may be asking yourself, how do I effectively conduct a virtual store visit when travel may still be restricted or if travel is uncomfortable for me in the next few months. Here are some tips on how you can effectively visit your locations virtually.
Plan like you would for an in-store visit
A virtual visit should not be considered any less valuable or important than an in-person visit. Your visit must start with a purpose. What do you hope to learn, understand, validate, or discuss during your time with the store leader and team? When the visit has concluded, what outcomes do you hope to have achieved? Having that thought out will always be the best way to start any visit, in-person, virtually or any other method.
Video is a must
You may be surprised at how similar a visit can feel to being there in person when a camera is used. The perspective may be a little different, and it will take a little getting used to, but having the ability to see the other leaders is a critical aspect of connecting to them. Using a camera for the visit will not only allow you to the people you are talking to (and them seeing you), but you can also see what they see.
This is another important part of your planning process. When you are in a store in person, it is easy to stumble into areas and sights that you may not have planned for. Something catches your eye, so you investigate. Using video will limit that. Ahead of the call, write down some of the specific things you want to see and review via video. That will ensure you do not forget or get caught up in other conversations. You will need to be a little more deliberate with this aspect of planning your visit. It is almost like writing a script for a movie and the ‘scenes’ you want to capture during your ‘walk.’
Avoid distractions
When you are visiting virtually, you will have your computer or your phone on or open the entire time. The possibility for distraction is greatly elevated in this setup. When you are in person, it is easier to ignore the phone, or turn it off. Your inbox is not visible at all times. So create the same situation for your visit. Turn off notifications on your phone. Close your email client. Concentrate your energy on the visit and the team you are spending time with. Pay them the same respect and attention you would as if you were visiting in person.
Talk to the same people you would in person
Your visit does not need to be limited to the person holding the phone. Have them bring over other team members and engage with them just as you would as if you were there. This is a great way to get a pulse of what is happening in the store. It is also a way to engage and understand how other team members are doing in the store. It can be easy for a manager to say, ‘everyone is fine.’ Speaking to them gives you the opportunity to hear, see, and validate that as well. This can be a way to strengthen relationships with some of the team members you may not have had a chance to see or talk to in quite some time.
Schedule time for review at the end
Just as you would during an in-person visit, allow time for conversation ‘off the floor.’ This could be a team update, business review, or some interpersonal conversation to fully understand how your manager is doing personally.
Agree on actions and timeline
Finally, conclude your visit with a discussion and review of what you have seen and talked about. What are the priorities? What actions need to be taken? When do they need to be completed? Agree on each of those and capture them in writing. Discuss what the validation process will be - it could be a follow-up video call, or the manager can send pictures.
The experience may be a little different and the logistics more challenging, but it is possible to have a great visit with your locations and teams without being there in person every time. There is no full substitute for being able to connect with other people face to face. However, our current situation and environment may require it. Having a well throughout plan for spending time in a virtual way with your teams can ensure that you ramp your business back up and can provide the leadership and coaching your teams need.
How can you use virtual visits to effective engage and support your teams?
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