If we really want to build a new culture centered around genuine hospitality for our colleagues and customers, how about making some changes to policies that customers absolutely hate. Hey Tony, here's a list of three things we could change right away and make a real, tangible, difference to the level of hospitality in our stores.
Please realize that we employees really do want to provide genuine hospitality to our customers and the current processes and policies make it challenging to do so. Do you know that we constantly have to figure our ways to overcome our current policies and system limitations to do so?
- Turn back the dial on our return policy. Take our company back to when we gave our customers 90 days to return items and make Macy's the gold standard compared to our competitors.
- Bring back CRL labels so we can help customer who want to return items and don't have their receipt. The tenth of a cent we are saving on labels isn't worth the inconvenience to customers. They don't always have the receipt and not everyone makes a purchase on their card or has their card with them when they want to return an item.
- Fix all coupons so they work as described on the front without having to get a microscope to read the page of exemptions on the back. Perhaps have someone give the $18 bread order speech to the folks in the marketing department and explain to them what genuine hospitality should really look like to our customers.
We want the company to win, we want our store to win, we want to take care of our customers and make Macy's the best place for our customers. We just need a little help that involves some real actions and not just more platitudes and five managers in our store explaining to us what the value of the week is (I think it's Trust this week) and what it should mean to us.