I'll just say it.
These stores could change their flow upside down and inside out...it still wont change your sh**ty, nonexistent Selling Culture. Macys only solution to falling sales are floor moves. Change that!
Especially considering the flow and assortment at most Dillards have remained consistent for decades. Thats department store excels at customer service, those associates literally greet me at the door. The insanity of floor moves every quarter has got to stop!! Who isnt getting their job right the first time?!
16 replies (most recent on top)
One of the reasons for frequent floor moves is that everyone needs to justify their rice bowl. Translation: When divisional or regional managers visit your store they need to justify their paychecks by "doing something". Last month we dug a hole. This month we need to fill in that same hole. Invariably, these visits, and the directives they order before ordering lunch are always at maximum crunch time before a big sale. Another reason for frequent floor moves: One brand is tanking, so it gets moved to better real estate at the expense of the brand that will be moved elsewhere. When THAT brand starts to fail, it gets moved back to its original spot. It is an insane game of musical chairs that fixes nothing and infuriates the customers who can't find what they are looking for because it's now in a new (temporary) location. Meanwhile, the skeletal employee crew are rowing as fast as they can just to keep the store afloat. There is not enough staff to continue this unsustainable waste of manpower.
@bv you would think they would just assign one person for fitting room and go backs only so that the associates can focus on the customer. That way the associates won’t have an excuse on why they are not selling.
The problem starts at the top!!! Always does. These leads and managers need to get on that floor and train these associates on a daily. Make them sign the training and tasks assign and MAKE THEM ACCOUNTABLE! Daily! How to manage employees 101! 🤦🏾♀️
@ed and that one is just there to get a measly paycheck and doesn’t care. But do we blame the associate for not caring when they scheduled her alone on a rtw floor with no help??
@jb you hit the nail on the head!! Managers at Macy’s do not make the colleagues accountable and try to push all the work to the more to the colleagues that take initiative on their own. Why??? Because Macy’s manager and leads are Lazy as f or are too d-mb to know how to establish a process on how to make associates be more accountable. That’s why.
Dillards is so dated. Rich snobs go there. Macy’s consume has changed and it includes rich snobs and more.
At my store, the Backstage area has the most customers, the most transactions, the most items per transaction, and the least amount of returns. The Macy’s departments aren’t doing as well as Backstage and doing floor moves won’t get the customers back that now only shop in Backstage.
And they act as if its Strategy.
Theyre constantly making it up as they go lmao.
They dont even believe in their own Brands.
@jb sounds like you should go work for Dillards
@fv may be flat to plan, but take a look at to LY - way way down. Like way down. All the managers talk about is plan - even they don’t understand the difference. Macys is full of young associates that stand at the registers looking miserable for having to be there. They do not circulate on the sales floor, smile, or engage with the customer's. Dillard’s culture is customer centric and therefore expected from every associate. This is instilled from day one of new hire training and managers are always on the floor and hold them accountable. Macys managers do not. Macys stores are looking much better - service has a long way to go.
@fs ...they're FLAT love.
We need to hire actual sales colleagues and get rid of the cashiers we have.
@OP sales are up! Pay attention!
Dillard's is a different style of department store. They're more like a Von Maur (privately owned regional department store)
Macys makes moves to capitalize on the strength of the categories or add/take away space for departments that are coming or going. My store's RTW department is half of the first floor yet staffed by 1 at times. Sad.
Well, they fired a lot of the ones who were trained to put the customer first, so there's that.
@bd The Sales Associates cant sell because they're too busy doing GoBacks. But they wouldn't have that many GoBacks...if they were SELLING and connecting. Lol
You're right! The managers can't believe that its not the sh---y selling culture, it must the merchandising. Because these managers are not on the floor teaching the colleagues how to sell. But they waste hours on meetings, repeating themselves and thinking they are better than anyone else.