MAKING SURE EVERY CUSTOMER IS SERVED, EVEN AT PEAK TIMES.
Retail Staffing - Freeman, Hardy & Willis, and Hush Puppies
THE SITUATION:
During busy periods, it was difficult to get the right level of staff into each department. Staff breaks were also affected - often delayed or cut short - as customer demand didn't let up.
THE CHALLENGE:
Focus: Staff coverage was decided re-actively, in the moment rather than planned around known busy periods.
Systems: No process existed for moving staff to wherever demand was highest across departments.
People: Breaks were being lost or shortened, and customer service suffered in the gaps.
THE APPROACH:
Introduced a "floater" role - checking in on each department throughout the day and working wherever was busiest. This meant staff could take their allocated breaks on time, and customers were consistently served without gaps in coverage.
THE OUTCOME:
Customers were served properly even during peak times, rather than risking them leaving to shop elsewhere. Staff breaks were protected. A simple role change smoothed out pressure across the whole store, rather than any one department carrying it alone.
This example reflects earlier operational experience, and the same thinking now underpins the work delivered through Emma Baker Focus.
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