Retailers have been downsizing their workforce! It is not new news that customers have had many struggles while shopping, either looking for assistance or waiting in long check-out lines. With the downfall of many of Americas biggest retailers, department stores have had to make cuts in order to save money. Not only have they downsized their staff but they also have lowered labor costs. Many current employees have to take on multiple tasks that are not meant for one person. Other retailers have added more self check-out lanes or shelf-ready packaging and hired more full time stuff rather than multiple part-timers. But that is about to change! Many retailers such as Macy’s, Dick’s Sporting Goods, Kroger Co, and many more, want to increase their staff to “provide better customer service and speed checkouts.” This is expected to have an affect in an increase in sales. Many customers would leave stores because they could not find help or there was a long waiting line but not anymore! Not only that but workers are getting better wages and benefits.
I know I am happy to hear about the increase of staff from local retailers. This increases not only faster lines but better customer service. Many of the times customers do not return to a specific store or department because of a horrible experience or because they were just not helped with at all. This marketing strategy benefits everyone, the company, the customer and the employee! Customers will want to come back and buy more things if the company increases their staff especially if they are friendly and welcoming. I know I would!
Link to article: https://www.wsj.com/articles/retails-other-problem-too-few-clerks-in-the-store-1525080601
I believe that retailers should not downsize their workforce, because although what these retailers are selling is the products, in a way, customer service is part of that physical product you are selling because it let's the customer know that they are being acknowledged and someone cares that they find what they need. And thus, that gives the customer an outstanding shopping experience and that customer will return to the store. Personally, since I work retail, I see that most of our sales occur because of the customer service we offer, not just because the consumer wants to buy the product.
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