Retail Scheduling Software Could Harm Employee Morale, As Well As Customer Service

The Way It Used To Be

Twice each year my mother would make her regular pilgrimage to the old B. Siegel’s store select her seasonal professional attire. It was always a leisurely, enjoyable experience – one that newly-introduced employee scheduling software may soon render obsolete.

While Mom’s profession as the first female lease negotiator for GM marked her as a less-than-traditional 1960’s woman, her shopping experiences featured the height of what used to be traditional, high-end retail service.

A day or so before she was to arrive, Mom would call “her” saleswoman to make an appointment. Once at the store, she would enjoy a cup of tea while the saleswoman showed her outfits that had been pre-selected for Mom not only by size, but also according to preferences that Mom’s consultant knew about from previous appointments.

In roughly an hour or two, Mom would leave happily with her purchases and her saleswoman would be happily contemplating her commission.

I may be dating myself here, but I clearly remember the days when it wasn’t necessary to visit a B. Siegel’s to receive service that placed human interaction before the bottom line. I have enjoyed receiving everything from great advice on colors that just didn’t work for me at higher-end stores to a saleswoman at Wal-Mart who celebrated with me when my diet helped me fit into smaller jeans.

Now, Scheduling Software Rewards Retail Employees For Not Spending Time Serving Customers

Sadly, scheduling software that ranks retail employees by dollars sold per minute may soon make such experiences impossible for shoppers and staff alike.

According to an article in the Sept. 10 issue of the Wall Street Journal online, Ann Taylor is one of many retailers that have begun using the software in an attempt to cut labor costs. However, outlets using the software may find that they are also cutting everything from customer enjoyment to employee morale.

For example, the fine folks at Ann Taylor have decided that it should take three seconds to greet us, and only five minutes to close a sale. Employees who rush us along to the register the fastest are not only given the most hours, but also scheduled to work during the busiest hours, regardless of little things like, oh, their family’s needs.

Not only is Ann Taylor’s senior management aware of employee’s problems with the system, they don’t seem to care. They have given their scheduling system a nickname, “Atlas,” because, it “was important because it gave a personality to the system, so [employees] hate the system and not us.” (A statement that goes beyond cynical and condescending in underestimating the intelligence of employees!)

Well, I am not an Ann Taylor employee, and I already hate the system – so much so, in fact, that I now find myself leery of becoming an Ann Taylor customer – or even wanting to shop anywhere that is using this new system.

According to the Journal:

Such ‘workforce-management’ systems are sweeping the industry as retailers fight to improve productivity and cut payroll costs. Limited Brands Inc., Gap Inc., Williams-Sonoma Inc. and GameStop Corp. have all installed them recently.

I understand that the retail stores that are implementing these schemes are hurting in today’s climate. Retail is competitive to the point of desperation, and profit margins are slim. And it’s true that the efficiency studies retailers are doing while implementing this program have led to understandable cuts; in one case, employees are being scheduled to come in one hour rather than two before opening. It was found that the extra hour was being spent catching up on coffee and eating donuts. No employer ought to have to pay their staff to catch up on the latest “American Idol” news.

But Will These Retail Employers Someday Regret Such Short-Term Thinking?

It’s true that Ann Taylor isn’t reporting a huge increase in turnover as a result of implementing Atlas. After all, times are tough, and even retail jobs are harder to come by.

However, retailers should remember that today’s hard times won’t last, but employees’ memories will. When the economic times turn flush again, my bet is that those who can vote with their feet — and their sales expertise — will be doing so in droves.

As for myself, I’m hesitant to shop somewhere if the employees are being forced to compete for my sale. And while I don’t expect to be served tea and have the exclusive attention of a salesperson for an hour or two, I am damn well worth more than a three-second greeting and a five-minute sale.

Sphere: Related Content