I am an STM, we are lying to employees about what is being said on the surveys. We are told to do this by the store manager who is looking for a new job also.
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What are the lies being told?
There's a handful of associates working these days. There aren't enough people to do recovery. There aren't enough people to put the returns back every morning. There aren't enough people to do markdowns, merchandising, fulfillment, working the registers. Customers either don't understand or don't care that staffing and labor costs are a corporate thing. The store managers can only do so much. Waiting in line for a few minutes isn't going to break anyone. And maybe the customers could actually place items they no longer want at a register instead of leaving that comforter and sham set on the floor right in the middle of activewear. Or shoes balancing on a four way in TW. Or how about not letting your kids run around the store opening up the toys, or don't sit on the tables, knocking stacks of shirts to the floor. How about placing that item on a hanger back into the rack instead of keeping it draped across it? Maybe they can return the carts to the store instead of leaving them way out in the middle of the parking lot, and then complain that there are no carts in the store. How about customers READ the signs before asking if it's on sale, and act like they know how to buy something instead of being helpless about finding a pair of socks?
Honestly, customers surveys are useless because they are always ready to point fingers at associates and management without considering whether they could have exercised a little more patience and consideration themselves.
I agree that STM should be actively leading tasks on sales floor. However amount of work requires a team ( not just one person on a whole floor), skills in merchandising ( something good STMs develop with experience, not a requirement for the job) and everyday endless upkeep because situation is changing with every new delivery, markdowns, promotions and the way customers shop. Oh, did I mention returns? So seems like person with recommendations to clean up store is irrelevant to in-store business.
No offense but if the surveys are that bad as a STM you should be addressing the things you control. Clean your store up, take care of your associates and customers. Once you quick your belly aching and do those things you’ll be shocked how the customer will respond to the survey.
Customers are commenting on the store looks like it’s closing, one customer also noticed a manager not helping an associate and commented on that, of course, they would never “share” that feedback with associates
What exactly are you lying about, and why?