Your browser is no longer supported. For the best experience of this website, please upgrade to a newer version or another browser.

Your browser appears to have cookies disabled. For the best experience of this website, please enable cookies in your browser

We'll assume we have your consent to use cookies, for example so you won't need to log in each time you visit our site.
Learn more

‘Schedule the right amount of labour at the right time’

As retailers start working on their 2013 budgets, many will be facing more pressure to reduce staff costs yet improve customer service.

Having already slashed staffing levels in recent years, many managers will struggle with how to manage further reductions. 

However, typically between 6% and 10% of labour hours in store are wasted in non-productive tasks, driven by poor scheduling or unproductive processes. Stores need to develop a better understanding of customer footfall and staffing requirements (how long does it take to  replenish stock on the sales floor?) to help them more accurately schedule staff so the right amount of labour is available at the right time.

Non customer-facing activity needs to be as efficient as possible, with the freed-up time refocused on engaging with customers and improving conversion rates and the value of each ‘basket’. Fashion retailers need to be mindful that getting a customer into a fitting room will improve conversion rates from 42% to 77%, and that selling managers often spend half their time off the sales floor.

Additionally, ensuring all branches perform consistently will deliver an improvement in KPIs – increased spend, conversion, loyalty – and a reduction in labour costs.

  • Sue Butler, Director at retail consultancy, Kurt Salmon

Have your say

You must sign in to make a comment

Please remember that the submission of any material is governed by our Terms and Conditions and by submitting material you confirm your agreement to these Terms and Conditions. Links may be included in your comments but HTML is not permitted.