17 thoughts on “September 22, 2015

  1. The store manager could have told corporate all of this and saved them the millions spent on ‘research.’ They’ll no more listen to their findings than they will the store manager.

  2. Oh, they’ll listen to the results, but they’ll ignore the reason for those results. They’ll start touting “fast cashiering” as a “core principle,” but continue harping on rewards card signups and “email capture.”

    • I had management at a call center that was like that. The job was making outbound calls following up on online education signups people filled out (though half of them were on those “Get a free PS3!” ads and therefore ended up being bogus or little kids). Management wanted us to be super-quick with the calls, getting through as many calls per hour as possible, while still having to read a rather lengthy pitch for a bankruptcy law firm word-for-word. We were allowed wiggle room in the online education script, but the law firm pitch had to be read exactly as it was every single time, and it wasn’t short. Not to mention not being allowed to cut off people we called who decided to go on long rambly discourses about their bankruptcy or why they signed up for online education or anything like that. And yet it was always, “I KNOW you guys can go faster! Look at [Coworker] over here! Look how many calls she gets through in an hour!” Nevermind that [Coworker] was frequently skipping the law firm’s pitch completely. Management never heard that, so she became the unrealistic benchmark for how fast management was POSITIVE we could go.

  3. Typical. Corp does these things because they’re told “it’s the thing to do to get your sales up”. But they’re stymied when it comes to knowing what to do with the info. We can all look forward to more of the same

  4. Number one complaint: long lines at the cash.
    Corp solution: Move floor staff to cash when that happens.
    New Number one complaint: can never find floor staff.
    Guess what the corp solution is now.

    • Cut hours so that there’s even less floor staff?

      Cause that what I noticed when I was still working retail.

      Less and less of my coworkers on the floor. More and more customers getting mad that I’m talking with another customer.

    • My life EVERY DAY! and people will never get it. And a lot of them have started using the, “And I used to work retail!” Excuse when that happens. Yeah, you worked in retail 20 years ago when there were waaaayy more hours to go around,not when there was only one person working at a time.

  5. Surveys always irk me. Pure hassle for me (the consumer) and nothing in it for me. (Unless you count some reward I’d never use.)

  6. Reminds me of something I did at my last retail job.

    One coworker and I had our registers in close proximity to each other, so we could easily see what was going on in the other till.

    My coworker actually served every customer according to the book. She would ask all the stupid questions that corporate forces us to ask. While she was doing that, I did something very risky, but also very necessary; I served my customers by doing nothing but the bare minimum.

    Scan items, announce total, obtain payment, give receipt/change, and bag items. No more, no less.

    For every customer my coworker served, I was able to finish dealing with at least three. I was able to triple my efficiency by not doing the corporate spiel.

    Funny thing is, my manager caught me doing that. What did he do? He praised me for being such a fast & efficient worker. It was a really busy day, and in all honesty, nobody needed any extraneous nonsense; this goes for both customers and employees.

        • I’d think the longer the wait, the less likely the customer would be interested. I wouldn’t be surprised but what some employees have figured out which ones to skip without hurting their stats.

          • Every single person is a potential. There are no “ones to skip” if you ask everyone and incorporate your spiel into your ringing routine then you become more efficient, more personable, and more successful.

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