I try not to be that guy on here but I've be seeing it first hand lately. ETLS or upper level management in general, have no ****ing clue what their team members do. For some reason our HR ETL was working out a grocery pull and when I saw her later in TMSC I heard her complaining about how hard it was. Especially with all those pesky guest asking her questions...
STL - used to jump in and backup GS during the holidays
ETL-GE wouldn't be found anywhere within a mile of a cash register, because it's "not my job"
ETL-HR used to be GE. Backed up GS.
ETL-HL1 would support me in any decision I made when it came to GS/vibe. Very good communicator, was able to calm down irate guests
ETL-HL2 was the same way.
ETL-SL used to be GE. Backed up GS.
ETL-AP knew rules, would back me up with GS/vibe.
ETL-LOG was brand new. Didn't know how to login to POS, let alone what any GS policies were.
ETL-RX frequently backed up the lanes during slow sunday afternoons as he was leaving for the day. Also knew GS policies very well.
ISTL was former GSTL. Very good at it, too.
FlowTL has been around long enough, knew how sorting at GS was and would help sort large amnts of reshop in the AM.
SLTLs used to be GSTL, would backup GS.
HLTLs didn't know GS, but would back me up if I needed a "manager" above my PG.
SrHLTL used to be GSTL, would backup GS if needed.
HRTL was very happy to backup GS if she wasn't busy, was very willing to learn new things.
PlanoTL used to be GSTL, another amazing backup person.
PATL was around long enough to know how to do returns. Backed up occasionally.
I think that's about it. Everyone was pretty familiar with GS/vibe policies, many even knew the step-by-step policies at the service desk and were very helpful with backup!
Our backroom folks leave at around 8PM. We have to call the LOD if we need anything from the backroom. A few of the ETLs don't know how to pull or backstock things in the backroom. Which is kind of odd, since I thought that would be something they should probably know.
I've had a few moments where I found myself thinking "Really? You don't know how to do that? You've been here longer than I have."
My STL is actually obsessed with the Vibe and Guest Service. I don't think he knows how to do exchanges or anything of the sort. He usually just hands out discounts to guests for ridiculous reasons. "Oh that box is dusty? Let me take off 20% from the item."
A couple of days ago I was working electronics and I got a phone call from an STL. He was backing up at electronics and was asking if we had a TV in stock. I'm shocked that other STLs actually help out on the salesfloor.
Of course the STL should know.how to do a return. It is possible that they get rusty if they are not up.there all the time, but they should have a basic knowledge. Just keep in mind that the STLs role is not to be an expert at all of the tm jobs. I am.certainly not. The role is to hire great talent and motivate the entire store.