Does your planogram team respond to back up, guest service calls, etc etc?

Joined
Sep 9, 2011
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#1
Obviously this is for the early morning stores, just figuring out how involved your Planogram team with sales floor operations.
 
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#3
at my store we're too busy running toys (at least recently), pushing truck, backstocking, setting salesplanners/adjacencies, doing instocks, covering electronics, food ave, cash office, getting carts and getting call boxes to respond to backup every time. usually we only have 1/2 walkies spread between us all and we get the calls of the area we're working in. honestly, it would be difficult for pog to complete their workload (just like flow) if they constantly had to stop, climb down the ladder, and go to the front. if they get behind, it's hard to find folks who can easily set pogs, as opposed to finding someone else to help sf do gobacks. if it's extremely busy, we'll just pick someone to stay on a register.
that's just the nature of the beast and salesfloor people usually don't understand if they've never worked pog longer than a week (take this with a grain of salt from a 7 year sf veteran).
we're being scheduled as sf until 11ish (including boat/cashier coverage) with the same amount of hours for transition we've always had. i've been on both sides of the coin... if your pog team is good, they'll out work your sf team 2:1. if they suck or your etl dumps the leftover seasonal people on there, then best of luck. it also depends on the tl. just because you don't hear them doesn't necessarily mean they aren't asking cihyfs or helping guests before they push the callboxes, same as sf.
 
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#4
price change/instocks almost never responds in the morning at my store :/

we always get sales floor + softlines people
 
Joined
Jul 21, 2011
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#5
Plano Team never responds at my store. They are a team of 5-6 people (including the TL) and they only do their stuff. They want to be apart from the whole store on purpose, kinda like they're too cool for school.
 
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#8
Its 50/50, some do, some don't. If I personally call them out over the walkie while I'm LOD they well
Our Presentation Team Leader has openly told his team not to respond. I as LOD not only call out his team by name, but if no one respond's I call him out by name. He learned quick!
 
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#9
Our plano team and price accuracy team respond to calls, as well as take part in the "stop, drop, and zone," help with reshop, and help push CAFs in the morning when there is a lot left from the previous night....remember, one team, one strategy, one voice
 
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#11
Our plano and pricing teams generally have one walkie for the team. We don't have enough for everyone. That being said, they can't respond to what they don't hear. Salesfloor tms are supposed to be first responders. Instocks almost always responds second. Price accuracy rarely does except for their TL.
 
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#14
Our pricing and plano TLs are amazing at answering calls, but their teams never have walkies, so they usually don't respond. Our instocks team is fairly good at answering calls, though honestly sometimes I'll just wait and see if someone else will answer.
 
Joined
Dec 23, 2011
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#16
No, because if they go up, they would leave dangerous fixtures in the aisles.
But if more than one person on plano are working in the same area, at least one can stay on the floor to be around the fixtures. It won't be a problem.

At my store:
  • Plano: doesn't respond to the lanes, but they'll answer call boxes if they're really close.
  • Price change: responds.
  • Instocks: responds, but not so much before 11 am.

When our plano TL is the TLOD and leads huddle, she never sticks around for the huddle project. And more than once I've seen her call over a TM to assist a guest because she didn't want to. :nea:
 

Formina Sage💯

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#17
  • Plano: doesn't respond to the lanes, but they'll answer call boxes if they're really close.
  • Price change: responds.
This is true for us as well. Our plano team is like 5 people. We need all the time we can get, solely dedicated to our work. We have 450 some hours of transition to do next week, and it sure as hell won't get done if we're up at the lanes.

This actually isn't entirely accurate, we set Mini and the Bodega tables early, but still. One Spot, Toys, Bodega inline, another side of mini I think... plus all those salesplanners.
 

commiecorvus

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#18
Most of the plano team aren't trained on register and pretty much refuse to be.
I've been trained but haven't worked it in a like a year and a half.
Price change doesn't go up either.
We do answer call boxes.
Both teams are small and have huge work loads.
We wouldn't be able to get our work done if we had to backup lanes all the time.
 

StaticSun

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#19
Our price, plano, and instock teams will respond to guest needs on the sales floor, including call boxes. They do not, however, respond to backup cashier requests. It simply wouldn't be smart for them to spend time on the lanes, when their hours are directly linked to their workload which MUST get done.
 
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#20
Ours do if the STL is in the store. When he's not, they spend copious amounts of time in the breakroom and having totally unprofessional conversations on the floor. They're SUPER productive, thorough, and the team lead is an exec favorite, so they mostly get a free pass. Pricing generally responds to both, since on any given day they strip a large part of the salesfloor to help the pricing TL.
 
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#21
Very rarely, but the plano team at our store are always working hard to get their stuff done. It doesn't bother me, I'm sales floor and shoot up for guest first quicker than others at times. I've also helped out our plano/pricing teams a bit (I also help do sales planners and set shelves, if I'm not busy with pulls from the backroom). It can be crazy when you get those guest first calls every 5 minutes, but there are enough sales floor TMs and softlines TM's to help out, so if I don't get up there, others do. In our store though, we all help with whatever we can, so if the plano team has to go up to help a guest, they do.
 
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#22
Most of the plano team aren't trained on register and pretty much refuse to be.
I've been trained but haven't worked it in a like a year and a half.
Price change doesn't go up either.
We do answer call boxes.
Both teams are small and have huge work loads.
We wouldn't be able to get our work done if we had to backup lanes all the time.
Pretty much everyone at spot has a huge workload, Price/Plano aren't special in that regard. You could make a solid case that this general lack of store participation makes sense b/c of the specialized nature of Price/Plano, or at least that you have to spend some time at it to be efficient at it (any monkey can set a POG). However, this idea that Price/Plano have a bigger workload is just bunk, everyone is just as busy (unless they're lazy).
 
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#23
Our price, plano, and instock teams will respond to guest needs on the sales floor, including call boxes. They do not, however, respond to backup cashier requests. It simply wouldn't be smart for them to spend time on the lanes, when their hours are directly linked to their workload which MUST get done.
I only respond for backup before 11 if nobody else does. My workload is time sensitive. After 11, I am last responder to backup per my TL, unless it an "all available" call. I will answer callboxes after salesfloor tm's respond. I find that it is insensitive of the GSA's and GSTL's to not get specialty tms off the lanes as quickly as possible so that we can attend to our core roles. There are times that we can be at the lanes for more than 10 minutes. 10 minutes is a long time when you have a task list to complete.
 

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#24
Pretty much everyone at spot has a huge workload, Price/Plano aren't special in that regard. You could make a solid case that this general lack of store participation makes sense b/c of the specialized nature of Price/Plano, or at least that you have to spend some time at it to be efficient at it (any monkey can set a POG). However, this idea that Price/Plano have a bigger workload is just bunk, everyone is just as busy (unless they're lazy).
Not necessarily that the workload is larger, but that it MUST get completed ON TIME.
 
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#26
Do they respond? Absolutely not. Never. And that is how it should be. Not only is it a huge safety hazard (leaving unset fixtures to potential be knocked over, tripped on, messed with by a guest who gets hurt, etc.) but there is no way they could possibly get sets done on time if they are pulled to do other tasks.
 
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#28
This is how it goes on my shift, be it morning, mid, or closing.... when I call for back up our team has 60 seconds to respond just like any other call button. If they are with a guest, they announce it over the walkie. then I will ask "thank you xxxx, team if you are not with a guest can you respond.?"... if ii get a response, I will speed-weave guest to a checklane and ensure them I am going to have a TM open there, then I inform the TM that has responded to open on that particular checklane. If I do not get a response, I say one more time "team, I need all register and/or service desk trained TM's to respond for fact service please (I always have a grid on me so I call them out by name). by this time if no one has responded, the LOD even sometimes our STL will help me out, then I will jump on and apologize for the wait. I always tell the team to treat front lanes fast service calls as any other call button and it seems to work. I understand that the zone has to be perfect and there are a million and one carts of strays to be worked on, etc. But the guests come first and when they do not have a fast check out or they see us calling for back-up and no one responds... who do you think they complain to? us or the LOD.'s... Even with the equipment room.. I find it funny (not funny ha ha) that when we are on back up, even sometimes helping a guest that we get the "GSTL to the equipment room please" call.... when this happens and we are on back up, it annoys me and I tell that TM that the sooner we get back up down the sooner ii can step off the front.
 
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#30
Do they respond? Absolutely not. Never. And that is how it should be. Not only is it a huge safety hazard (leaving unset fixtures to potential be knocked over, tripped on, messed with by a guest who gets hurt, etc.) but there is no way they could possibly get sets done on time if they are pulled to do other tasks.
i disagree completely. When i was taught plano years ago, you were taught to work clean. You should never have excess items on the floor, one vehicle per person is all we were allowed and still allowed. Everyone is given a time frame, be it right or wrong, for all jobs in the store. You have to do what you can do, to get the job done. the motto in our store is work harder. if an aisle is taking you longer, than you feel, or the time given, you need to let someone know, and see if you can find some help. this doesn't mean the last 20 minutes of your shift. if the fixture or displays are left on the floor whether you are there with them or not, they are still a safety hazard.

again, this is just the way i was taught at my store. 10 years ago, we still hold true to that today.
 
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#31
So have I and the LOD. I tell them all the time, when I am on a checklane and you know I am the GSTL on shift... just think.... perhaps I am on backup and could use some help. I tell them that it will take just as long for them to get the lines down as it would for them to be waiting for me to step away. I am very strict when it comes to back up at the checklanes. My cashier already know that all they need to focus on is FFF service and 1+1, if they have more then that then they need to push the button... I or the LOD will handle who responds. I give the team 60 seconds to respond, like any other call button, before the LOD gets involved. I know that may seem harsh but we have been green 2 weeks in a row for "check out is fast" for our district and I am very proud of that. Recently my fellow GSTL and other GSA have tried not stepping off the front unless we absolutely have to. "switch to 4" < loll



Go grab that tm at the equipment room! Get the guest out first. I have done it more than once. Sales are more important at spot!
 
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#32
I don't think everyone gets that each plano team member is timed. Each plano gives them, for example, 3.5 hours to complete and then some of that time is given to br for pulling. If they don't complete that one on time, it throws them off on the next one, and so on.

Who can blame them for not running up to the front first?
 

MorurDreamcat

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#33
Its 50/50, some do, some don't. If I personally call them out over the walkie while I'm LOD they well
i tell them all the time to do that. I do respond A LOT while others don't. Now we are getting Walkies assigned to us (which means we are NOT allowed to go into the equipment room to take one, we have to wait for an LOD to hand it to us.) If I don't get one, I fail to go to the huddles, working zones and miss salesfloor calls and back up calls.
 
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#35
Yes we do answer back up, get carts, wave zone, cover electronics breaks, just about everything thats why we are behind with our workload.So does the sales floor, cart attendent,electronics,cashiers,softlines or guest service help plano out when they need it?
 
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#36
It should be the culture in every store, but I doubt it is. I work in a lower volume store and my team has no choice. They respond to back up, answer guest service calls, cover electronics breaks and lunches and do fitting rooms sweeps.
 
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#37
Plano gets too much credit for the sets in my current store. In this store, the closing team clears out aisles so it is ready to go for Plano the next day. Flow fills all large sets. Backroom pulls all new POGS. Early morning backroom backstocks everything that comes down before they leave for the day. So at the huddle what do we here? Great team PLANO for getting the Bodega done, it looks great! They all wear walkies and have PDAs and rarely use either. But you cannot pry them out of their hands. They never ever answer a call box or respond to the lanes. They always say they behind or they have too much work to still get done. Well welcome to Target! We all have a huge workload and the guest is still first... ALWAYS! If you don't take care of them it won't matter if your POG is set 1 week early because they will be shopping elsewhere.
 
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#39
Our plano folks never respond to calls. It used to make me so angry because they all had a walkie when there was a shortage of equipment. The sales floor, GSTL, service desk and even the operator had to beg to find one when they came in; we often had no one on the floor with a walkie until way after noon when flow and plano finally left for the day! As far as I could tell the only thing they used it for was to call each other to ask if they were ready for break!
 
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#41
It should be the culture in every store, but I doubt it is. I work in a lower volume store and my team has no choice. They respond to back up, answer guest service calls, cover electronics breaks and lunches and do fitting rooms sweeps.
Our team has no choice. We quite literally have no salesfloor team members until 2p.m.
 
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#42
Plano gets too much credit for the sets in my current store. In this store, the closing team clears out aisles so it is ready to go for Plano the next day. Flow fills all large sets. Backroom pulls all new POGS. Early morning backroom backstocks everything that comes down before they leave for the day. So at the huddle what do we here? Great team PLANO for getting the Bodega done, it looks great! They all wear walkies and have PDAs and rarely use either. But you cannot pry them out of their hands. They never ever answer a call box or respond to the lanes. They always say they behind or they have too much work to still get done. Well welcome to Target! We all have a huge workload and the guest is still first... ALWAYS! If you don't take care of them it won't matter if your POG is set 1 week early because they will be shopping elsewhere.
Sounds like you are doing it just like every store is supposed to do it...... Your team is not "getting' away with anything.
 
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#43
Plano gets too much credit for the sets in my current store. In this store, the closing team clears out aisles so it is ready to go for Plano the next day. Flow fills all large sets. Backroom pulls all new POGS. Early morning backroom backstocks everything that comes down before they leave for the day. So at the huddle what do we here? Great team PLANO for getting the Bodega done, it looks great! They all wear walkies and have PDAs and rarely use either. But you cannot pry them out of their hands. They never ever answer a call box or respond to the lanes. They always say they behind or they have too much work to still get done. Well welcome to Target! We all have a huge workload and the guest is still first... ALWAYS! If you don't take care of them it won't matter if your POG is set 1 week early because they will be shopping elsewhere.
Sounds like your store is doing it just like every store is supposed to do it......
 

The Mule

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#46
POG team has hours allocated to their work center to set, pull, push and backstock the product needed for the new sets. The other teams are not given hours to do the POG teams job.
Not quite true. Our POG team may be budgeted by corporate for 400 hours for a big set, but they end up only getting 250 hours. The other hours are usually re-allocated to the other teams to offset their additional workload. This can all vary widely by store though and none of us can argue what's a best procedure when things can be so different from store to store sometimes.
 
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#48
POG team has hours allocated to their work center to set, pull, push and backstock the product needed for the new sets. The other teams are not given hours to do the POG teams job.
correction. the hours are for set, pull, push, not backstock,merching clearance, ptm, research, clean up, signing, etc. . also, why would you expect pog to cashier, help guests, ptm, merch clearance, etc. if your team don't wanna clear an aisle or two? it's teamwork.

next week, i have 450 hours on the adjacency calendar. hba, lingerie, girls, boys, cosmetics (body aisles), toys, trend, books, and over 50 revisions. My team was SCHEDULED 200 hours. that includes my two tm on vacay being subbed by hl tm, me training another tl who's brand new to the company, and my top guy going to another store. i can't even map my workload because it will not work in the time frame alotted with the people i have. the one silver lining is that there are fewer than 20 spl this week. given my guys are off the rest of this week, we can't work ahead. so i will be busting it and hoping like heck that the flow team can help us out in turn.

i realize that some pog teams are lazy. so are some cashiers. it will vary by store. if you have a prob with what the pog team is doing or the perception, you need to talk to their tl.
 
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#49
Our POG team never responds to any calls but will be the first to throw others under the bus. We rarely have salesfloor coverage so it's always Pricing answering calls. Unfortunately, we are now under 1 TL who is a complete spaz. She can't handle both teams and stresses out way too easily and is so spastic. She never finishes anything she starts and will not follow through on anything. One girl on the POG team is always texting and updating her fb status while on the floor, the TL is too afraid of confrontation to actually coach anyone.
 
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#50
I've worked at 2 stores. The first one had SF team all day, so special teams like POG, Pricing, Flow were not expected to respond to backups unless an "All Trained" is called. This store also had the LOD be first responder to oversee backups. Always had better response when they start calling out names.
My current store is ULV and we rarely have any SF before 2, sometimes 5. The expectation is that all TM's with walkies will respond. Doesn't happen. When I ran Pricing I let my TM's know that as important as it was that we finish our workload each day, the guests had to come first and I made them respond. Now that I am back on the lanes as GSTL, it's like pulling teeth to get any response at all.
 
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