Plan for Improvement March 1, 2017

For today's task I had to help my mentor organize a plan in which we were trying to figure out how to bring up the low percentiles of customer service to 70% or above. The areas we lacked of good customer service was in organization of both the regular priced jeans and clearance jeans. We also lacked a lot in fitting room experience, as well as clean-up of clothes that had to go back in their place. Some customers also suggested on the survey plan that associates should smile more and present themselves when helping them. Also, customers don't find it very helpful that there is no indication of who are the employees of the store. They said that there should be an indication such as name tags or a an employee badge that says Hollister Associate. The first part of all this that I took in interest in was being present during five minute meetings between the store manger and associates once they clocked in to help them understand what needs to change. My mentor let me participate in these five minute meetings by giving them to associates. It was a bit hard though because not only do we talk about the improvements that need to be achieved, but we also just started including a mini quiz for the associates. What this means is that associates are to study the store sales chart and we have to quiz them to make sure they don't forget these matters. It is thought to be effective because they actually have to participate in these kinds of matters. Also, during the five minute meetings we started giving associates a sheet where they would record their performance of sales conversations so that it is made sure that they are presenting themselves. My mentor has tried to enforce the team to work more on the cleanliness of jeans and go-backs. Although, it seems that it has not been working effectively because work is not divided evenly. So what we decided to set as a goal is that we could consider adding extra hours for closing cleanup. Most importantly, someone who can focus on those two important things. Of course, it is inevitable that things don't get misplaced by some associates or customers. We came to a conclusion that it must be necessary for associates to follow up with customers not only to help them out, but also to follow up on cleaning the tables where customers had just been checking them out. This time my task was to stay extra hours after closing so that I myself could make sure that associates were being instructed to do so. I helped them size up the jeans and also color-code them. We split up the work by me doing so and them folding the jeans down in accordance to color and size that I had just put them. On earlier hours, I also made sure that the fitting rooms were to be checked on and be cleaned after customers would come out, so that the customers who would go in can experience a tidy clean room. Later this month, we will be giving out badges and I have to make them.

Time logged for this session: 4 hours
Total time logged: 19 hours

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