Our Technology Insight this month sees Asif Rehmani, CEO of VisualSP explain how retail technology rollouts can actually work, instead of being a frustrating experience that actually adds to people’s workloads and cause unnecessary stress.
Tech rollouts often get a bad rap. If you’ve ever been part of one, you know the pain – poor communication, minimal training and a tidal wave of resistance can turn what should be a smooth transition into a full-blown nightmare.
Having spent years in digital adoption and transformation, I’ve been on the frontlines of enough tech rollouts to know what works – and what doesn’t. Whether you’re rolling out a new POS system in your retail stores or upgrading guest management software in your leisure venues, here’s how to make sure the process is a win, not a disaster.
Set Clear Goals
If you’re just diving into a new tech rollout because “everyone else is doing it,” hit the brakes! You need to define what success looks like. Here’s how:
Identify Specific Outcomes: What are you trying to achieve? Is it creating a seamless checkout experience that keeps customers coming back or enhancing guest engagement at your entertainment venues? Be crystal clear about your goals. You can’t hit a target you can’t see.
Get Stakeholders on Board: Bring in department heads and key players from day one. They know their teams best. Trust me, their insights can be the secret sauce to your rollout success.
Communicate the Vision: Make sure everyone knows why this rollout matters. Tie it to big-picture goals like boosting customer loyalty or improving operational efficiency. When the team understands the ‘why,’ they’re far more likely to get behind the rollout and stay engaged throughout the process.
Invest in Real Training
Half-baked training is a recipe for disaster. Don’t leave your team hanging when the tech changes. Here’s how to do training right:
Tailor Training for Roles: Each department has unique needs. Sales teams in retail will need different training than staff managing leisure activities, so customize accordingly.
Mix up Your Formats: Some people learn best in a classroom setting, while others prefer online courses or hands-on workshops. Offer a blend to cover all bases, especially with seasonal staff that may need extra support.
Provide Ongoing Support: Make sure help is readily available long after the initial training. A dedicated help desk or mentorship program can be a lifesaver, particularly during peak seasons.
Build a Feedback Loop
No one knows better than your team how the new tech is working – or isn’t. Here’s how to gather their insights:
Regular Check-Ins: Set up frequent meetings to discuss what’s working and what’s not. Catch issues early to keep the project on track and ensure your operations continue to run smoothly during busy times.
Encourage Open Feedback: Foster a culture where employees feel safe sharing their experiences. Use anonymous surveys if necessary to get honest insights, particularly from frontline staff that interacts directly with customers.
Act on Feedback: When your team speaks up, listen. Making adjustments based on their input shows you value their opinions and helps build trust.
Communicate like you Mean it
Keeping everyone in the loop is key to a smooth rollout. Here’s how to make sure your communication actually works:
Use Multiple Channels: Don’t just rely on emails. Utilise newsletters, team meetings and messaging apps to keep everyone informed and engaged, especially across different locations or venues.
Share Timelines and Milestones: Provide a clear roadmap for the rollout process. Transparency helps manage expectations and reduce anxiety, particularly during busy shopping seasons or major events.
Celebrate Early Wins: Highlight and recognise initial successes, such as improved customer feedback or streamlined operations to boost morale and motivate your team to embrace the new technology.
Monitor and Adjust
Once the tech is in place, keep an eye on how it’s performing:
Leverage Analytics: Use data to track how the technology is being utilised. It can help you pinpoint areas where more training may be needed, such as in customer-facing roles during peak hours.
Stay Flexible: Things may not go as planned and that’s okay. Be ready to pivot based on what you learn after the rollout, whether it’s adjusting workflows or addressing new customer demands.
Keep the Lines Open: Maintain regular communication with your teams to gauge their ongoing experiences and encourage continuous feedback. This is especially important in fast-paced environments where customer needs can change rapidly.
Celebrate Successes
Don’t underestimate the power of recognition. Celebrating successes can do wonders for team morale:
Acknowledge Achievements: Recognise both big wins and small victories. It fosters a sense of accomplishment and keeps the team motivated, whether it’s a successful launch of a new service or positive customer feedback.
Reinforce Commitment: Celebrating progress shows your team that their efforts matter, encouraging them to stay engaged with the new technology.
Reflect for Future Success: Use these celebrations as opportunities to discuss what worked well and how to improve future rollouts, especially as trends shift in the retail and leisure sectors.
At the end of the day, retail digital transformation is all about the people who make it happen. If you want your tech rollout to be a success, put your team at the centre of the process. Make sure they feel supported, equipped and heard throughout the journey. When your crew understands the changes and feels confident using new tools, they won’t just adapt – they’ll thrive.
