Speculation: Something's changing at the Service Desk

Formina Sage💯

Probably still better than you at the stacker
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#1
Recently HQ issued new Recall Information signing to all stores. The old signing read something like "For information on product recalls, see the Gift Registry Kiosks at the Guest Service Desk or visit Target.com"

The signing that replaced it now reads "For information on product recalls, see the Gift Registry kiosks or visit Target.com"

Why would they take out the verbiage regarding the Service Desk? Note that HQ pushed out signing to 1700-something stores just to remove the Service Desk portion of the notice.

Is something going to be happening to the Service Desk? Is this happening in conjunction with the self-checkouts that are allegedly rolling out next year?

The Break Room think-tank, ACTIVATE!
 
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#2
The reason is a lot of TMs don't know anything about recalls and Target wants to avoid a possible lawsuit because a TM provides wrong information. For example, guest walks in and says "Is my babies toy recalled?". TM says "uhhhh.... I don't think so". Guest goes "oh ok". Next thing you know the kid is dead because he choked to death on a piece from the toy that happened to be recalled and Target is sued.
 
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#3
I may have been dreaming this, but I recall one of the stores in my area actually has a Gift Registry kiosk in the middle of infant hardlines. Maybe it was test that's now going chainwide?
 
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#6
One store in my district did away with their service desk a few months ago. Instead, three of their front lanes are checkout AND "guest service." It's very strange, looks terrible, and from what I hear it's a nightmare. What they do is, instead of having say 8 cashiers and 2 guest service team members on, they'll have 9 cashiers, one which is at a lane that says "guest service and checkout." No cart well, just a few awkwardly placed 3 tier carts nearby. I assume this is because guest service team members at a slower store may have some down time, and they would rather they ring up guests during that "down time."

So, idk, perhaps that's why? Maybe they're looking to expand that?
 
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#7
One store in my district did away with their service desk a few months ago. Instead, three of their front lanes are checkout AND "guest service." It's very strange, looks terrible, and from what I hear it's a nightmare. What they do is, instead of having say 8 cashiers and 2 guest service team members on, they'll have 9 cashiers, one which is at a lane that says "guest service and checkout." No cart well, just a few awkwardly placed 3 tier carts nearby. I assume this is because guest service team members at a slower store may have some down time, and they would rather they ring up guests during that "down time."

So, idk, perhaps that's why? Maybe they're looking to expand that?
Oh my god. I can only imagine busy periods such as the day after christmas for returns.
 
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#8
indeed. techincally speaking, anyone who logs into a register with gs access, can do returns at that register. i would not suggest doing it. imo!
 
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#9
True. I've done some guest service things at the registers in the past when a cashier double-scans or something like that... it can just be easier than telling the guest to go all the way down to guest service (it's pretty far away in our store!), etc. Yea, I try to avoid it though.
 
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#10
One store in my district did away with their service desk a few months ago. Instead, three of their front lanes are checkout AND "guest service." It's very strange, looks terrible, and from what I hear it's a nightmare. What they do is, instead of having say 8 cashiers and 2 guest service team members on, they'll have 9 cashiers, one which is at a lane that says "guest service and checkout." No cart well, just a few awkwardly placed 3 tier carts nearby. I assume this is because guest service team members at a slower store may have some down time, and they would rather they ring up guests during that "down time."

So, idk, perhaps that's why? Maybe they're looking to expand that?
BINGO! The STL's learned of this rollout this year in Minneapolis. I'm glad someone started this thread so that I could get confirmation that my source wasn't blowing smoke. I'm sure there are others that will be able to confirm. It's happening.
 
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#11
Supposedly it's not going to happen at my store because we already had our remodel and the front end is just too awkwardly set up to change anything about the lanes.... gosh I hope. I love being over at guest service in my little corner... where nobody bothers me... except for guests....

and for the store I've seen that's already had this done, it leaves guest service a creepy, dark, barren corner. I wonder what they'll do with it? :boredom:
 

redeye58

Hasta Ba Rista, Baby!
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#12
This'll be a freakin' disaster at my store, considering the amount of reshop we work through a typical day.
 

Jettajunky

Ex-Front End Bangarang!
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#13
Ay yay yay that sounds like one of the dumbest things they could ever do. Where the hell do you put all the reshop? Where are all the carts to sort things into? Does each register have "portable" printers for ticketing? I just can't imagine life without guest service. They took guest service off the floor so I guess it only seems natural that we have no guest service whatsoever. Who needs guest service? If people can't find ************, oh well.
 

Jettajunky

Ex-Front End Bangarang!
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#15
Red and Dek from what I've read our stores sound like they're set up exactly the same. I absolutely can't imagine no guest service. Our GS team members are always busy, whether it be putting away seespotsave reshop, taking care of the "whatnot" bin, or helping guests with registries. They're always doing something. We're ULV so it doesn't get any deader than this. Our goal today was only 69k
 

redeye58

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#16
Can you imagine trying to box up defectives (& keep guests from helping themselves), maintaining the printers (& supplies), sorting different classes of defectives (bagging leaky product, securing yellows), lost & found, locking up found valuables to say the least?
Our service desk adjoins the photo lab so sometimes one person is watching both. If SD gets backed up, our photo gal steps over to help.
 

Jettajunky

Ex-Front End Bangarang!
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#17
Oh snap I forgot all that stuff. Yeah itwould definately be a nightmare.


A store close to me has the GS photo combo. I know the GSTL and he says he hates it because they never schedule a photo person. Always just have GS cover. Then when you get stuck helping a guest with their prints you get a line at Gs and wind up having to call for help all the time. I guess it's good then that my lab is not even close to the front.
 
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#18
The photo dry-lab changeover seems to fit this hypothesis. Since it's basically on autopilot, you could conceivably just have a photo fast-service call button. Aren't GSAs supposed to include photo in their speedweave route anyway? (Maybe we can move the popcorn machine to express check-out as well ... The GSA can make popcorn while handling guest return issues.) But seriously, I guess it could work if they keep reshop/defectives/etc moving through and out continuously, which has always been the ideal. But you may have to shift some SF payroll from recovery towards busier hours, I would think.
 
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#19
Who comes up with these ideas?

Jesus....lately I've just become so baffled by the moves this company makes. It's like they hired a bunch of monkeys. Heck, monkeys would probably be even better.
 
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#20
At my store Im at Guest Service, sort all the reshop, registries, rest room check ups and do all the damages. Our photo center is also at Guest Service, so I have to do that as well...I don't think my store would ever be able to do that.
 
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#21
What corporate does to save payroll hours. It's be interesting for a change though that what I like about Target, Constant changes sometimes not the brightest changes though.
 

Jettajunky

Ex-Front End Bangarang!
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#24
You can change the name of the thread from speculation to truth. I asked my stl about it today. She said it will not be retroactive. The pilot stores were the ones that were remodled to get rid of the traditional desk to the new less invasive version. All new stores that are projected to be ULV will be built with this new Gs. She said she saw pictures and it was actually set up quite nice with dedicated bins and carts just like now but at the 1st 2 registers rather than the usual spot.
 

FrontEndKnowItAll

Former PFresh Assistant
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#25
Maybe it will work at a lower volume store, but, even if my store had 1/4 the workload I don't think that it would work that good.
 

redeye58

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#26
I'm at a semi-hi vol store. It would be a disaster, considering the amt of reshop we move in a typical hr.
 

redeye58

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#28
Just because something is going to be different, does not mean it's going to be a disaster. It's not a fantastic system right now.
What we currently have works pretty good through a combination of good SDTMs, a photolab that helps & a tightly organized area.
 

mrknownothing

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#29
Maybe it will work at a lower volume store, but, even if my store had 1/4 the workload I don't think that it would work that good.
My store is the highest volume in our district. There's no way it would ever work in my store, with the amount of re-shop and defectives we get.
 
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#30
We just got all new photo machines, had the carpet replaced in GS and there is an order out for new cabinetry.

I don't think its coming here any time soon...
 

Rock Lobster

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#31
My concern isn't really with this new GS system... I mean really, it could work or it might not... I wasn't there testing it to see exactly how it was setup! My concern is that Target is focusing on things that don't seem to need to be fixed!!! Was the front end and guest service desk setup really that inefficient that it needed looked at? I don't think so... I wish Target would spend more time looking at the areas of the store that are struggling and spend more time developing those processes! I mean, our replenishment system is ok, but the way we replenish ad product is terrible! There are sections of the store that are near empty (uhh some bedding sits empty for a good month after it goes on sale)... And I have YET to have anyone explain to me why the 12s in the CAFs are so big!!! Or why really backstock comes back out after you backstock it... I mean I know the concept, but there is no reason for it to be doing that (why doesn't it pop up challenge in STO, but instead lets you backstock it and then pulls it 5 minutes later in the CAFs?) The accumulator is pretty flawed and causes a HUGE waste of payroll in all stores by functioning the way it does... but nevermind, lets just focus on moving the service desk 30 feet in all our ULV stores for no reason?
 
L

Ludwig3

Guest
#32
My concern isn't really with this new GS system... I mean really, it could work or it might not... I wasn't there testing it to see exactly how it was setup! My concern is that Target is focusing on things that don't seem to need to be fixed!!! Was the front end and guest service desk setup really that inefficient that it needed looked at? I don't think so... I wish Target would spend more time looking at the areas of the store that are struggling and spend more time developing those processes! I mean, our replenishment system is ok, but the way we replenish ad product is terrible! There are sections of the store that are near empty (uhh some bedding sits empty for a good month after it goes on sale)... And I have YET to have anyone explain to me why the 12s in the CAFs are so big!!! Or why really backstock comes back out after you backstock it... I mean I know the concept, but there is no reason for it to be doing that (why doesn't it pop up challenge in STO, but instead lets you backstock it and then pulls it 5 minutes later in the CAFs?) The accumulator is pretty flawed and causes a HUGE waste of payroll in all stores by functioning the way it does... but nevermind, lets just focus on moving the service desk 30 feet in all our ULV stores for no reason?
100% agreed! The accumulator is a total joke. Our backroom could have so much more done if we didn't spend 50 minutes pulling each hour. I can't tell you when the last time we did a good LOCU or a solid item merge. It just doesn't happen anymore.
 
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#33
One store in my district did away with their service desk a few months ago. Instead, three of their front lanes are checkout AND "guest service." It's very strange, looks terrible, and from what I hear it's a nightmare. What they do is, instead of having say 8 cashiers and 2 guest service team members on, they'll have 9 cashiers, one which is at a lane that says "guest service and checkout." No cart well, just a few awkwardly placed 3 tier carts nearby. I assume this is because guest service team members at a slower store may have some down time, and they would rather they ring up guests during that "down time."

So, idk, perhaps that's why? Maybe they're looking to expand that?
My store got this test, and it is absolutely awful. The only situation I can see this working is in a lower volume store that has guests ring out at the service desk on a regular basis anyway, but at a A-volume like mine were the service desk was already a mess, this is awful. Also, guests HATE it. My ETL-GE has a stack of 75+ guest comment cards complaining about it.
 
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#34
My store got this test, and it is absolutely awful. The only situation I can see this working is in a lower volume store that has guests ring out at the service desk on a regular basis anyway, but at a A-volume like mine were the service desk was already a mess, this is awful. Also, guests HATE it. My ETL-GE has a stack of 75+ guest comment cards complaining about it.
Hey Spot, are you reading this?
 

redeye58

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#35
When they were lowering the no-receipt return amt to $40, our service desk had guests flood the surveys & email corp. Apparently it worked 'cause they bumped it back up to $70.
 
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#38
This has to be only for incredibly low volume stores that return 1-2 items per hour. Our GS easily fills 20 carts of abandons per day. I could never see that work as a checklane/desk concept.
 
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#39
This has to be only for incredibly low volume stores that return 1-2 items per hour. Our GS easily fills 20 carts of abandons per day. I could never see that work as a checklane/desk concept.
My store is actually a pretty low-volume store; I think we are either a C or D volume, but wow do we have a lot of abandons/returns! At one point recently I looked over and saw we had about 2 full carts for every area that needed to go out, and we started out pretty much empty. Not to mention all the defectives, repackages, etc. I don't think that would work for us, either.
'
 
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#40
I agree about the accumulator. I don't know how many times I have heard backroom talk about job security after pulling and backstocking the same objects. I have asked if POG can just scan the outs but that would mess up their scores so they just put in the pog fills and don't really care about how much comes out or how much has to go back. I used to even check killed endcaps to check to see if things got pushed to the home first before being backstocked and caught quite a few perpetrators including the POG TL but no one would do anything about it.
 
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#41
Remember when Smart Sort first rolled out with the yard-long receipts that listed reshop items, in order based on the optimal -- most efficient -- path throughout the store. Aaaahhhh, memories ...
 
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#43
Remember when Smart Sort first rolled out with the yard-long receipts that listed reshop items, in order based on the optimal -- most efficient -- path throughout the store. Aaaahhhh, memories ...
We dropped this idea like a hot potato too. It's a nice idea in perfect conditions but in real Target it doesn't work. You know these ideas come from people who've never worked in a store.
 
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#44
its called IGS i forget what it stands for its at my store already, one of five stores in the company. I can confim its very messy. The advantage is keeping sales floor accountable to go get gobacks. will see how it goes over the next month with christmas.
 
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#45
I'm in an ULV store and this would be a disaster at my store too. Where would you keep all the reshop carts, defectives, printers, items on hold, registry scanners, and everything else you need at GS? Yikes.
 
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#46
Don't mean to resurrect this thread, however, we were just informed at my store today that this "Getting rid of the Service Desk" is not only an idea, but it is happening. During our P-Fresh remodel in April we will go down to 10 lanes and lose our Service Desk. We were told we are the second store in the company to do this.

Has anybody actually seen it or have some pictures? We are a ULV, but on the higher end. Even a slow day still finds a pretty busy service desk. Im not turned off to the idea yet because I havent seen it, but im pretty apprehensive.
 
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B

Barcode

Guest
#47
So basically cashiers would process returns/etc.? I've heard of this in other retail stores.

I think it'd be a big mistake, since we have so many dimwitted cashiers as it is who can barely handle basic ringing...

/sigh
 
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#48
I was told that some registers would be marked as "Guest Service" while the rest are "just" registers. So when Guest Service isn't helping any guest, they just become a "Cashier." It's really what we do right now, but instead of sending the guest all the way to the Service Desk, they just go to another "lane." Supposedly it is out of "testing" and worked "really well" which is why it is being rolled out from now on.
 
B

Barcode

Guest
#49
I guess that isn't as bad, as long as people currently service desk qualified are running the "Guest Service" lanes.

I don't feel like this would work too well at high vol stores though.
 
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