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09-21-2010, 02:43 AM | #31 |
Agent
Join Date: Jan 2008
Location: USA
Posts: 15,325
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Quote:
But in the end it all comes back to customer service. The more hours you cut the more it hurts customer service. The day crew doesn't have time to replenish properly so that leaves everything on the night crew. In the end the customers suffer. The night crew is having pressed into more work because they are taking care of things the day crew should have. If it is hot items that are in backstock the store looses because the sales they missed out on. Then you have corporate to worry about saying that it only take x amount of time to do the task at hand without taking in account other things that may arise. Combine that with Store managers and co-managers who turn in false reports to take even more time away from the separate departments in order to pad their bonus. Right now what retail looks for in management is people who operate like machines. They want you to go with the all important guidelines without taking in consideration of the consequences. Cut where you can but give the same results. But keep in mind service is the first thing to go when size comes into play. Your big companies come in, price the little "service first" guys out of business then drive their prices up. In the end the person who looses is the customer. |
09-21-2010, 03:20 AM | #32 |
Cobra Viper
Join Date: Sep 2010
Location: Longview, WA
Posts: 283
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Quote:
well that's the problem. Most managers today are not concerned about the customers. They are more concerned about what the Zone Manager or whoever above them thinks, getting the job done fast, cutting overhead while making profit.
In the end the personal service has gone to crap in retail. |
09-21-2010, 03:23 AM | #33 |
Cobra Viper
Join Date: Sep 2010
Location: Longview, WA
Posts: 283
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Quote:
I apologize for the misunderstanding. Last edited by docdrako; 09-21-2010 at 03:34 AM.. |
09-21-2010, 09:34 AM | #34 |
Banned
Join Date: Aug 2009
Location: I'm a MASS-HOLE!
Posts: 4,830
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Quote:
it depends more than on the manager. It depends on the co-managers and on down to department heads. The store manager may say focus on the customers then turn around and get on the department managers for using too much time. The department managers have to do what they can to cut as much time as they can so when the Manager who "cares" about the customers isn't there the people in charge are only worried about what their task is.
But in the end it all comes back to customer service. The more hours you cut the more it hurts customer service. The day crew doesn't have time to replenish properly so that leaves everything on the night crew. In the end the customers suffer. The night crew is having pressed into more work because they are taking care of things the day crew should have. If it is hot items that are in backstock the store looses because the sales they missed out on. Then you have corporate to worry about saying that it only take x amount of time to do the task at hand without taking in account other things that may arise. Combine that with Store managers and co-managers who turn in false reports to take even more time away from the separate departments in order to pad their bonus. Right now what retail looks for in management is people who operate like machines. They want you to go with the all important guidelines without taking in consideration of the consequences. Cut where you can but give the same results. But keep in mind service is the first thing to go when size comes into play. Your big companies come in, price the little "service first" guys out of business then drive their prices up. In the end the person who looses is the customer. As managers, it's our job to manage our employees performance. There's a difference between good customer service; the kind that generates sales, and spending too much time helping a pretty college girl, which eats up labor. The discussion is kind of too in depth for the internet. Bottom line, businesses exist to make money, and if the customer can't buy what they're looking for, even though it's in the store, than the business isn't making money. Even stocking the furniture department, instead of unloading trucks, could be considered a service to the customer. I think the OP, at least from his manager's perspective, was obviously milking the opportunity the customer he was "helping" presented for him to not stock those heavy furniture boxes he didn't want to stock because "it wasn't what he was hired to do." |
09-21-2010, 02:25 PM | #35 |
Banned
Join Date: Aug 2009
Location: On the 50 Dollar Bill
Posts: 2,120
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Quote:
well that's the problem. Most managers today are not concerned about the customers. They are more concerned about what the Zone Manager or whoever above them thinks, getting the job done fast, cutting overhead while making profit.
In the end the personal service has gone to crap in retail. When I have to go to Lowes or Home Depot, (GOD FORBID) it's like pulling teeth to find anything in that place. Don't for one second assume any one of the other glaze-faced people wondering around in there is an employee. After you spend 20 minutes looking for an employee, you ask your question, but they're too busy to do anythying other than give you directions to the faucet aisle, where you might, MIGHT, find what you're looking for if you know which one you need out of the 60 options for the little rubber piece you came to this retail desert to replace in the first place. But, 9 times out of 10, the employee gives me directions to a place that isn't even what I asked for, and when you try to find them again, their crypsis glands have kicked back in and they're no where to be seen. It's almost like we can be forced to spend more money if we can't get exactly what we came there to buy right away. On the other end of that, my boyfriend and I have a joint account for household bills. We started it at Skank of America because he said they had always been a great bank. When the rental office lost our rent check, the bank charged us 30 bucks to stop payment on the damn thing. I made my boyfriend call the bank and after going in circles for half an hour, he just hung up. I took the phone and it started to do the same thing, but I just kept pressing the 0 button or yelling 'Operator!' into the phone. Eventually, I was transfered to a live human being who immediately refunded our money and said that if you stop payment on a check on the internet, it often ignores the little box you mark off to say it's being done because the check was lost. My boyfriend was so flustered by the process of complaining, that he decided he'd just give up and let them keep our money. Screw that! |
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