Myer boss calls out department store's big problem in a few blunt words
One of the most senior managers at Myer has given stern words to staff, calling out the poor customer service culture at the struggling department store.
In a leaked letter to staff, the store's general manager, Tony Sutton, summarised one of the department store’s greatest shortcomings in five words: “I don’t work for Myer”.
In Mr Sutton’s letter, he called out the underperformance of staff in concessions or “brand partners”. Brand partners are those who work in Myer stores but are officially employed by other companies, such as Royal Doulton, Dyson or Cue.
Many customers have been left frustrated by brand partners who refuse to assist them if they are after a product that is not directly related to the brand they are employed by.
As Myer starts its mid-year sale in the hope of attracting customers, Mr Sutton said the poor customer service culture was “unacceptable” and staff who continued like this could be barred from the shop floor, reported news.com.au.
“An ‘I don’t work for Myer’ attitude, where brand partner team members refuse to assist customers in Myer stores is unacceptable. We expect Myer and brand partner team members to work in partnership in store, operating as one team,” he told staff.
“Unfortunately, feedback indicates that customers continue to experience this poor level of service.
“Failure to meet these standards … will be viewed seriously and may result in Myer requiring that you do not return the relevant team member to work at Myer,” Mr Sutton wrote in the memo dated May 14.
Myer customers have vented their frustration about their department store’s staff online.
One shopper wrote, “Is there anything more difficult to do in Australia in 2018 than find someone to give your money to in Myer?"
“The answer to (Myer’s) financial woes may be, I don’t know, allowing customers to buy things easily and quickly?” said another.
Consultant with Retail Doctor Group, Brian Walker, told news.com.au that the newly appointed chief executive John King must make staffing a priority.
“The overwhelming criticism of Myer from customers is that they can’t find any staff,” Mr Walker said.
“The board are going to have to take a punt here, put financial pain before gain and put more people working in stores.
“Mr King’s first step is to overdeliver on service levels and kill customers with kindness.”
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