First of all- Thank you for joining the bbb family. I know that you are very aware that we need help and you will be learning more in the weeks to come. I also know that you have high hopes on helping us and I want to be optometrist and helpful as this transition occurs. This is a tough task for any of us in a store- and maybe those in corporate too- not sure on that front. There is a whole list of things we need to do but as the list may always be added to, we hope you can start to check off some of these as well.
- Communication is the biggest issue in the company. Better ways to communicate from top down- and laterally. Too many decisions are made and they contradict each other. And we need a more modern tool to do so then the 1998 platform calendar we use- and my source is not user friendly to find information a week or two later.
- Continue to refresh the stores- but also the necessary staff. No I don’t want to lose a great colleague. I want those who are not being evaluated correctly, and contribute far less then the average manager or associate to go. We have a lot of dead weight and we need to better evaluate the talent we have- but also TRAIN management on the best practices to evaluations.
- Be more customer focused. Get to the pint quicker with customers. They don’t want to spend a lot of time at checkout- if you want them to sign up for emails and get their receipt via email- that’s great! But at least be able to pull up their offers on the register. Be able to sign up for Beyond plus via register, and allow Beyond plus members to have a “membership card” that a cashier can scan for ease of access for old AND young customers. And let them chose this option if technology won’t allow us to just pull up a coupon.
- Pick just a few priorities for stores- there are too many initiatives going on at all times. And I don’t mean just customer service initiatives. I’m taking about constant moves, freight prep, new programs, clearance events and the countless tasks being done.
- Staff your stores. Too often in most stores there is one person on the floor, 1 on register, and an LOD running around. Mathematically speaking not all tasks can realistically get done in one week, or a day. A staff of 4 can not do every thing needed to have a perfect store- or even a moderate store that makes customers feel excited. Also, associates walk by customers 20 plus times a day with no greet because they are in fear at task one get done, are in the middle of a time crunch so they don’t go past their hours, or have to go ring back up.
- MAKE a PLAN- stick to it. Too often an aisle guide is sent from Corp, then a store will make their aisle guide then regional will tell DMs how they want their stores set afterwards and after most of the product has arrived. Then a AMM, or DM walk after that changing. Several aspects without proper knowledge of where’s Waldo. Create more layers in the aisle guide. Create an A+, A & B guide, and then a C& D. It may seem tough but you can’t tell a C volume store they need something on a column and then send in 10 which doesn’t even cover it, then say it’s not set to guide.
- Don’t half update technology.
Several years ago stores were given phone upgrades. So many stores still have the old system, which doesn’t connect to the radios, TC51’s, the new Pagers, or anything else. So many stores could use this upgrade but don’t because of their volume code. And be quick with these changes. Time is money, and the more time associates spend being inefficient the more money we lose! Also get the “request help” button that other retailers have. Put one in every corner of the store and sign it something like “even while we are away helping another customer we are ready:waiting/ willing to help!” Put them where customers need the most guidance- this will prove helpful in smaller stores!
- Don’t be afraid to invest in a low volume store- most low volume stores are that way because they don’t have the right footprint to offer what the customer expected us to have. You will see in many stores with the new traffic talk that we have a high foot traffic but a significantly lower transaction amount. Well that’s a customer walking out without a product.
- Last one here- have the company start focusing on the associates as family and not just a cog in the system of bbb. At one point stores help potlucks, parties, and celebrated more then just on thanksgiving and Christmas. Send an associate a birthday card with a special birthday coupon, don’t have us compete to fill the fridge.. be friendly!
That’s all for now, best of luck and we are rooting for you, for change, and success!