Is your store still open? Are guests buying things? Then yes your store is functioning. I’m not saying it’s great but your store will survive for 20-60 minutes of no one on the floor but won’t survive without a cashier for that time.
Do you have any idea what can be done in 60mins? That’s anywhere between 50-70 cases that replenishes the floor. And I’ve seen TMs been on register for back up more than 60 mins in their shift. Even with this “rotation” schedule that they implement I still had my guys called up 7-10x on their shift...while the front end guy twiddles his thumbs just watching the lane with SCO wide open and he himself could hop on a lane.
60 mins is also a lot when some TMs are scheduled 5.5hours or 4hours. You’re literally taking a huge chunk of workload out of their shift that they are now being coached on....and it does stop from a LOT of product to hit the floor. A lot of what comes off the truck is what’s out on the floor...and the hole will never be filled if we don’t complete the truck otherwise it will just sit on the line in limbo.
I’ve worked both front end and GM and I know the frustrations from both sides, Both sides are equally important. Get that holier than thou mentality that front end is the end all. You can lose business on both sides, from the guests at the front and the guests on the floor.
I’ve heard talks from other guests that say they would just go to Walmart because target shelves are always empty....🙄 I’ve seen them complain and leave the store empty handed and those guests do not make it to your front end, they go right out the exit doors. Plus it can literally affect OPU and SFS metrics if the items they need are still on our vehicle push and hasn’t hit the floor which also affects even more sales....
And an unfinished truck with no one pushed a single vehicle all day? You say it like it’s not a big deal. This alone proves to me you’ve never had the reality check of truly working GM currently because if you did you’d realize that was the most laughable thing to comment on as if it wasn’t a big deal.
That’s a downhill road to the apocalypse.
Yes getting a low NPS score would also be detrimental but I’ve seen surveys about the sales floor as well. “Shelves are always empty, freight on the floor with no one around”. I’ve literally read bad surveys about a mom trying to buy what she needed for her daughter (infant) because it said we had it and she rushed to the store just to find out it’s completely empty and when she asked for help the TM told her it may still be sitting on the truck”
And I honestly never forgot that survey because our ETL sat down with me about the complaint. That survey tanked our overall score.... and that particular day our GM for that area was consistently on a lane. Granted that doesn’t happen daily but it is an example of how it all can affect each other.
But I do agree with some other posters, modernization killed the one team scope. I’ll admit I was all for helping others all the time (still am). But right now I do so very sparingly since the help would never reciprocate when I need it the most and with modernization we have a ton more responsibilities than before that we are coached on daily/weekly.
Literally they just fired a GM because he could not complete his truck, consistently coached every day but I hear his name always called on walkie for back up to the lanes. While I know some people don’t work as fast as others but I know this guy personally and he always was happy to help others but he can’t refuse to back up because it’s part of his job but that unfortunate part of his job became detriment to his role.