Information
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Center Number
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Center Manager
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Conducted on
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DM Name
Metrics
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Sales % Prior Month
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Growth % Prior Month
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Payroll B/W
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OT%
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PNS % Prior Month
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NPS %
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NPS Survey Count
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CSM Rating
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Revenue Behaviors (Growth Product % Prior Month)
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Color
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Sign and Graphics
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Design
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Outsource
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PNS
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SQI Performance Rate
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Customer Experience
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Are customers greeted in a professional and personable manner? Are self service customers interacted with throughout their visit?
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Are team members offering all customers a POM prior to close on their transaction and introducing the MRM coupon giving the customer a receipt?
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Are all team members using the We Listen process in a personal way at close of transaction and circling the link on the receipt (including shipping)?
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Are the restrooms clean and up to brand standard? Are the customer facing areas clean, swept, vacuumed and without trash?
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Was the labor dashboard template reviewed to ensure proper coverage of prime time hours are being met on a daily basis? Is the Center at a minimum of 85%?
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Retail
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Are all retail items faced and are the inventory clips being used? Do all items have price tags correctly placed and visible?
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Scan 10 items for SOH accuracy - are the counts accurate to the system on hand?
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Is the current Retail Monthly Action Plan properly executed and were September POGs completed accurately?
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Shipping
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Is the center operating the SSM platform? Are receipts being retained?
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Is the center compliant with the WDL processes and achieving the SQI AFT PU metric standard?<br>
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Are the WDL overlays being utilized by team members behind the counter? Are they available for customer use on the clipboard?
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Are the dimensions on the ground packages correct? Measure 3 samples using the receipts with CMs and TMs
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Have the Pack Plus boxes been received by the Center, properly stored and has the CM reviewed how to sell and ring up with the TMs?
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Operations
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Were the last months DM checklist action items completed?
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Were the BCSA action plans completed and retested correctly?
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Review 7 days of financials from previous month using MFO and 7 random days from current month. Are they in compliance with the CMAR Quick Reference?
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Is the Fall Marketing campaign signage "One Stop. One Shop" placed correctly? Have the October updates been made?
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Does the CM know hot to access BOBI? Was the current Income Statement reviewed?
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Are there reward/recognition activities going on in the Center? Acknowledge any team members birthdays or anniversaries.
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Review bin dive for accuracy. Are the 5x5s being completed?
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Has the CM printed the Holiday Reference Binder and begun to use the Holiday and Peak Task List (page 4 of the 9/19 TM INK)?
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Growth Products
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Can team members explain how to properly charge for Design Services or Digital Enhancements and use the consultation binder materials with the customer?
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Do the Team Members know of and can they speak to how they impact the Growth Product Revenue Behaviors?
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Can the CM access the open bids for the Center and are they aware of the status for each one?
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Are the center team members using the discount process to win bids and for customer satisfaction reasons?
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Did you discuss/review how the center is driving revenue behaviors tom improve the average transaction through POM and Plus 1 with SG Sales?
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Beacon Awards / Recognition
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Visit Notes
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Overall:
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Customer Experience
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Retail
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Shipping
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Operations
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Growth Products
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