- Joined
- Dec 18, 2012
- Messages
- 7
I'm new and need some advice. At prior jobs, I had been trained that taking care of guests is:
However, I'm finding it hard to do this at Target.
Examples:
- My first Cashier trainer said she never mentions the RedCard to any guest over 60 because "they are so frail they can barely get their credit card out. So, I don't make them go through the RedCard application process and just press the F8 button to decline for them." This surprised me, because in our market we have 80- to 91-year old men and women who are very active physically and mentally. To me, denying them the RedCard is denying them service. Many of our customers like the RedCard idea when they hear about it.
- About 95% of my team members turn their backs on any guest who is not white when the guest is trying to find a product. Isn't Target supposed to be "inclusive" of it's guests?
- Most of my team members don't even try to find an item when a guest says they specifically came to the store to buy it. I keep seeing guests try to go up to my team members who turn their backs or walk away. I noticed that it only takes a few seconds to search for an item, and the guest is always very pleased that I went to the trouble to find it. I know our store is very busy. But, even in the 5 min./day I've searched an item for guests with the PDA, I've tracked an extra sales of >$200/day more than the guest would have left the store with, because I go to the effort.
Even my LOD won't go to the trouble.
However, this means I don't complete my pulls as quickly as my team members who ignore the guests asking questions. But I do try to efficiently help the guests, and go right back to pulls without wasting time.
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Question:
If we are "told" to take care of the guests, but are being mentored by team members who do not -- who just want to do the pulls -- how do I know if I should continue taking care of the guests? Is it an unspoken rule that pulls are more important?:huh:
Sorry for the long message -- I thought examples might help.
1. Using your knowledge to find them what they need,
2. Be attentive and show respect,
3. Don't ignore them.
2. Be attentive and show respect,
3. Don't ignore them.
However, I'm finding it hard to do this at Target.
Examples:
- My first Cashier trainer said she never mentions the RedCard to any guest over 60 because "they are so frail they can barely get their credit card out. So, I don't make them go through the RedCard application process and just press the F8 button to decline for them." This surprised me, because in our market we have 80- to 91-year old men and women who are very active physically and mentally. To me, denying them the RedCard is denying them service. Many of our customers like the RedCard idea when they hear about it.
- About 95% of my team members turn their backs on any guest who is not white when the guest is trying to find a product. Isn't Target supposed to be "inclusive" of it's guests?
- Most of my team members don't even try to find an item when a guest says they specifically came to the store to buy it. I keep seeing guests try to go up to my team members who turn their backs or walk away. I noticed that it only takes a few seconds to search for an item, and the guest is always very pleased that I went to the trouble to find it. I know our store is very busy. But, even in the 5 min./day I've searched an item for guests with the PDA, I've tracked an extra sales of >$200/day more than the guest would have left the store with, because I go to the effort.
Even my LOD won't go to the trouble.
However, this means I don't complete my pulls as quickly as my team members who ignore the guests asking questions. But I do try to efficiently help the guests, and go right back to pulls without wasting time.
---------------------------------------------------------------------------------------------------------------------------------------
Question:
If we are "told" to take care of the guests, but are being mentored by team members who do not -- who just want to do the pulls -- how do I know if I should continue taking care of the guests? Is it an unspoken rule that pulls are more important?:huh:
Sorry for the long message -- I thought examples might help.