Posts Tagged ‘Macy’s’

Service of Where Is Everybody? Looking for Help at Retail Today

Thursday, May 10th, 2018


Are there longer lines when you check out in large retail stores these days? Have you had a hard time finding anyone to answer a question or direct you? The Wall Street Journal’s Suzanne Kapner offered reasons in “Stores Slash Staffs and Watch Lines Grow.”

Since 2008, she reported, Macy’s has cut 52,000 workers–full and part-time in stores, warehouses and at headquarters. During the same period at J.C. Penny, “workers have disappeared twice as fast as department stores,” now 112 per store down from 145.


“Retail staffing hasn’t kept pace with growth in the broader economy or population gains in the past decade. The number of salespeople at retailers grew by 1.5% over the past decade, even though the population served by each store has increased 12.5%, according to government data. At clothing and accessories stores, the number of cashiers is down more than 50% from 2007.”

In the lead, Kapner attributes the “assault” from Amazon while others blame cuts at headquarters, smaller stores, do-it-yourself checkouts, more full-time workers reducing the number of part-timers and “shelf-ready packaging that they say makes existing workers more productive.”

To redress overzealous cutbacks, Kroger grocery store is adding 11,000; Dick’s Sporting Goods plans to add 10 percent and Macy’s will bolster staff in fitting rooms, dress, women’s shoe and handbag departments “for the most impact.”

Retail, Wholesale and Department Store Union president Stuart Applebaum told Kapner:  “If brick-and-mortar retailers can’t compete on price in an online environment, the only thing that allows them to survive is to provide a positive in-store experience.”

Kapner reported that “Over the past 12 months, 86% of U.S. consumers say they have left a store due to long lines, according to a survey conducted by Adyen, a credit-card processor and payment system. That has resulted in $37.7 billion in lost sales for retailers, Adyen estimates.”

Saks flagship store NYC Photo:

According to a Saks employee on the job 24 years, sales associates in the NYC flagship “process returns, restock shelves and fill online orders which takes them away from selling.”

Is there a solution? Kapner wrote: “Retailers typically set staffing as a percent of sales, but a growing body of research suggests it should be based on foot traffic. The problem is twofold: Many retailers don’t track traffic and even if they do, they are reluctant to add labor, which is already among their biggest costs.”

A Florida chain installed cameras and noticed that even though one store was packed during the afternoon, sales were down at that time because staff was overwhelmed. Sales increased when management added two people during the busy hours.

Do you frequent major retailers? Have sales personnel been distracted or nonexistent? Are there other answers to fighting behemoth and online venues that don’t shoulder a retail rent expense? Do people have shorter patience when waiting for help or to pay in a department store than at a discounter? Are there other businesses that, like retail, use financial models from a different time that no longer apply?

Macy’s Oakbrook Center. Photo:

Service of Giving a Second Chance

Thursday, October 20th, 2016

Second Chance

After a more than trying experience at the china department of Macy’s New York many years ago—trying, the operative word, to buy a wedding gift where the bride had registered–I swore I’d not return to the store. I broke this pledge last weekend, not in the city but in Poughkeepsie, NY, and was rewarded ten fold.

We visited the men’s shoe department and lucked into a sales associate who knew shoes, fit, and his way around customers. Troy Capp outdid himself to help. My husband wanted a slip-on shoe in a wide width but the store doesn’t stock them; we’d need to order a pair. To increase the possibility that the ordered shoe would fit, Capp measured his foot and brought out a few shoes with ties in various sizes by the manufacturer from whom he ended up ordering a slip-on.

macy'sThe style my husband preferred was quite a bit more expensive than another one he’d looked at and Capp found a discount coupon to help in the decision. He also gave us a way to reach him should the shoe that arrives not be just right.

shoe measuring toolHe actually seemed to enjoy solving my husband’s problem and helping us. We were dumbstruck as we were no longer used to such care. As we arrived in his department I noticed a family leaving with smiles and a young man in his late teens reaching out to shake Capp’s hand. He was also in charge of “tailored clothing,” according to his business card. While he was helping us a couple came to pick up a jacket. He didn’t skip a beat and while my husband was trying on a shoe he went in the back for the jacket, accommodating us both seamlessly, calmly and almost simultaneously.

Have you enjoyed the assistance of a salesman like Troy Capp? Are his skills trainable or instinctive? Have you given a company a second chance? Did the second experience work out well?

 vintage men's fashion


Service of Retail

Monday, October 20th, 2014

shop in store

It’s too early to predict what the success of Amazon’s first store will be—if it actually happens–as we don’t yet know precisely what the New York City venue will offer. Amazon has gone in this direction before and changed its mind.

Nevertheless, Greg Bensinger and Keiko Morris’s article, “Amazon to Open First Brick-and-Mortar Site The New York City Location to Handle Same-Day-Delivery Inventory, Product Returns,” in The Wall Street Journal, intrigued me, even though it doesn’t share the full picture because the reporters don’t know either.

amazonThey wrote about the 34th Street off 5th Avenue future venture: “The Manhattan location is meant primarily to be a place for customers to pick up orders they’ve made online, but will also serve as a distribution center for couriers and likely one day will feature Amazon devices like Kindle e-readers, Fire smartphones and Fire TV set-top boxes, according to people familiar with the company’s thinking.” Who these people? Are they are the same throughout? Bensinger/Morris repeated this phrase many times.

The article doesn’t mention whether customers will see more product than what you’d see at a Verizon or T-Mobile outlet. To me, along with great merchandising, seeing great stuff is the essential part of visiting a store. The reporters wrote that the “flagship store, would mark an attempt by Amazon to connect with customers in the physical world.” But picking up a box or getting it to my office or apartment the same day I order it doesn’t count as “connecting with me.”

The reporters note the popularity of retailers such as Wal*Mart and Macy’s [down the street from where this store would be] who take internet orders that customers pick up with the obvious benefit of potentially making additional sales. The customer, already committed to a purchase that is low in labor costs–nobody has to restock a shelf—may just buy more. But if there’s nothing much to see at Amazon’s 34th Street location, there goes that advantage.

34th streetI’ve lived for years in NYC and in upstate New York. Pickups in my car at a Poughkeepsie Mall are no-brainers. NYC is a different matter. There are some with limos and drivers, but if you count on getting a cab to drag home heavy things from midtown, depending on time of day you might be waiting a long time.

On the other hand, there are thousands who couldn’t take advantage of delivery because they live in apartments without either doormen or friendly neighbors who work at home and will accept packages. Some work for companies that forbid employees to ship personal items to the office.

Should reporters wait until they get the skinny from a source they can quote rather than going with information from many “people familiar with the company’s thinking?” What do you think of people who leak proprietary information to the press?

If you go out of your way to visit a retailer to pick up a package do you want to see other merchandise while you’re at it? Isn’t one of the benefits of buying online the delivery factor–why would a company need a half-baked retail space?

  flagging taxi

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