In our Macys, a smaller door, once a “growth 150 door”, customers still seem very confused that all the registers are gone throughout the store and they need to look for “Let’s Check Out” by an exit, much like they would do at Kohl’s, Target or a grocery store. Of the row of four consolidated registers, only one is usually manned. Customers are clearly still under the notion that Macys is a traditional dept store that offers service as opposed to “find it yourself and find one of two cashiers “. Customers look to front of house support folks to give them all selling associate services…ie can you help me buy a suit….measure me for a dress shirt….find a sofa…recommend the best cookware…..explain thread count…..help me buy a b-a…...lol. Selling associates don’t really exist…they are glued to the one open register, are simply cashiers. Those front of house support associates are overwhelmed by signing sales, doing mark downs, finding rtv’s, doing recovery, moving fixtures, opening boxes, tagging goods, putting out new stock, maybe changing mannequins , often without any management direction. They do everything but clean the bathrooms, which are usually smelling of ur--e and unclean. The few department managers and captains know nothing or care little about the selling floor standards or conditions ….or the lone associate covering the floor who desperately needs a bathroom break. They COMICALLY delegate a task or problem with authority that they themselves have no idea how to solve. They are always acting like they need to rush to an important meeting . Their main role….coverage….how to take two associates and make them cover lunches for the entire building….lol. Or…..repeat the mantra of opening charges……….. Ah Macys….”Americas dept store “ it truly offers an uninspired ,mediocre, frustrating ,messy, non fashion foward environment. Macys brick and mortar stores in 2023 are positioned for success going forward. Meanwhile …how do the few regional executives salaries…..delver better sales and service.
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To the poster that posted about the 2 young men not knowing the coin values I’m not surprised but I’m really sad. How are they ever supposed to make it in this world? We don’t have the time to teach them what they need to know to ring up customers. They should be moved to Back of House ASAP.
True Story: Just trained two new hires on the register. Both young men. When their turn came to actually stop observing and conduct the transaction on their own (with my supervision) neither one was able to make change from a cash purchase. When I pointed out that they didn't need to do the math, just look at the monitor screen to see how much change to give the customer, they were still baffled. Finally, one the young men, turned to me, with a handful of coins in his open palm and asked me: "which ones are the quarters and the nickels and how much are they?"
OMG!!! This is going to be a long slog through the holidays.
Welcome to the new age of retail. 95% of customers just want to check out and get out of the store.
It's a huge disaster. So sad to see the decline of our company over the past several years.