Thread regarding Macy's Inc. layoffs

So picture this.

Your on a register and you have a customer needing help in IA, Yet have a line with 3 people.
You tell your IA customer “thank you for being patient with me. Why don’t you start browsing in the area and I’ll ring these 3 customers up and be right over” your customer is satisfied and goes to browse. Your ring up customer #1 while doing that your calling a manager on the floor to tell them the situation.

Your manager has a moment to identify (since you have 3 in line) another colleague to come up and watch your register area for a few moments while you step away to assist your IA customer. Or if Nobody to come up your manager goes to IA and says “Thank you for waiting Tina is tied up but let me know you needed some help. How can I be of service?” Everyone feels noticed taken care of and happy with service....

My stores magic score is at an 89....

We model this behavior as managers and have worked with all colleagues new and tenured in the building as to this expectation

Side note:
Why do you even need a manager to teach you “behaviors of customer service”
when your a fully functional grown adult who should know how to do the right thing? You also know how you would expect to be treated in similar situations as a customer.

Colleagues puzzle me....

Managers are not meant to be on registers and most often than not we are solo on the floor with no other manager!
What happens if AYS needs cash for a large return or men’s needs a Macy’sTH for a receipt look up. Your stuck behind a register with a line. You leave it the people waiting in line are pi---d off there is nobody to take your place....you stay ringing then the people waiting on issues only a manager can handle are mad! Better to pi-s off one set of people than two.

Funny how colleagues come on here an bash red badges all day long. I’d love nothing more than to switch places for a day. I’d love to empty fitting rooms open credit clean up and other various tasks that colleagues do. Any one of you put on a red badge for ONE 9 hour shift on a Saturday you wouldn’t make it to your lunch break.....

We kept Fulfillment separate in our pilot store. It's critical to have one group picking and packing to get IFR and speed to ship competitive. Sales associates just don't have the time or drive to get it done the way it has to be done. Fulfilmebg will keep growing and become completely specialized with a separate team to do it.

@3gzh Good explanation. It's the future of retail. Those who don't want to get on board are going to be forced out. And yes it is designed to use less employees and cut payroll costs.

The new pilot program isn't really new, just another version of taking all hourly colleagues to work all jobs so that they are interchangeable. In other words, in the pilot, there aren't specialized people like selling, fulfillment, and support. Just colleagues who are cross trained on all hourly functions. Team members are then responsible for going in and picking up shifts in most areas except for some specialized selling areas like Cosmetics and Jewelry. We do this in a lot of small stores already, the pilot is just formalizing it for larger volume stores. The problem is that many selling people don't want to work stock or sign, and almost all support team members don't want to work sales or unload trucks. The pilot is great for the company because when everybody does everything, you don't need as many people.

When I am literally the only Executive in the building, I don’t ring if there’s an associate near to do it. Last time I helped that one customer, I ended up with a line and there was an serious emergency that I had to get to and had to leave that line. Other than this, I ring when need be. Maybe this manager was the only executive at the time. Just assuming.

With regard to the post that mentions "Best Buy". I recall walking into a "Best Buy" (as well) a few years back and being swarmed by associates. However, I had a relatively simple technical question and none of the associates knew the answer. I would much rather wait and get the right answer. Consider the time wasted driving to Best Buy. Just adding people to the floor doesn't necessarily help, you need knowledgeable associates. That said, my recent experiences at Best Buy have been positive. I also do my own product research now.

Would like to hear more about the Pilot program if you can share please. Certain stores are going to try it or all stores?

No Manager should be above helping and ringing up a customer. To be fair I do see Managers help out in certain sites but I also see Associates walking away from the register way too much to straighten up the floor or Fitting Rooms. They always tend to walk away right before a customer comes up looking for help. I’ve seen this in other retail sites also again to be fair. Years ago you couldn’t walk into Best Buy without three or four people jumping on you asking if they can help.

This is the culture of Macy's. The company is just getting worse every day. Just wait until the pilot program rolls out to all the stores this Fall.

Speak for yourself. We are on the floor and do jump in to help catch up lines. Then we get a call about an angry customer with a return or credit issue and get stuck with our own line.its the new life at big star.

cause managers figured out how to dodge the system and their big egos get in the way.. nobody is about a customer.. managers dont really manage.. they float around and waste time and never address real problems.. this is why they should fire all of them..

Other non-selling associates do the same thing.

Managers feel that they are above ringing up a customer. I have also been called over to pick up clothing on the floor and they are literally right on top of it.