42% say store associates do not consistently follow best practice processes

How much money are retailers leaving on the table?

I conducted a poll in the LinkedIn group, "The Break Room: Retail & Customer Service Stories."

I asked the question: How frequently do store associates follow their brand's best practice processes?

800 people, mostly frontline associates across many brands, responded.?42% of those who responded admitted that store associates follow the best practices promoted by their retail employers “Some of the time” or “Infrequently”.?

It is safe to assume that a brand’s best practice processes are designed to drive great customer experiences and sales. This poll?clearly shows that many retailers are disappointing their customers and missing sales opportunities.

Why are so many store associates not consistently following best practice processes??In comments left by respondents I sense a degree of frustration. Responses focused on lack of training, lack of accountability and little or no orientation for new hires. Some questioned whether best practices were truly best practices designed by people who know how to run profitable stores.

The last thing a retailer needs is to have frustrated, unhappy and poorly trained associates representing the brand at the “moment of truth”.?Brand reputation suffers, loyalty suffers, shopper traffic suffers and sales suffer.

So, how much are retailers leaving on the table?

The topic of the next poll is going to be: How much would sales increase if store associates consistently adhered to best practice processes?

Let me know what you think.