Cashiers drive the overall guest perception. The guest surveys tell us that three areas drive a poor guest experience.
The guest becomes dissatisfied when we fall short in three areas:
Speed, Accuracy, and Friendliness.
The Company has improved speed in one year by over thirty seconds, thank you!
The challenge before us is overall improvement in accuracy (triple check) and friendliness. I will challenge all of us in operations to better support the cashiers in driving friendliness and helping take care of each guest. Yes, a store will from time to time fall short on the guest promise. When we fall short it is vital that we make up with the guest and ensure each guest comes back. I would like each employee in the stores to clearly understand that as long as the refund is properly documented we should do what it takes to please the guest. When in doubt call your District Manager.
Please send me a note bragging about your cashiers, I want to come and see them in action. Thank you.
By: Joe Mangano
Chief Operating Officer
