LEADER ON DUTY ROUTINE

• Conducted on

  Date

• Prepared by

• Location
  Address

Customer First - Build relationships through proactively approaching customers to assist and resolve issues, as well as seeking out and connecting with SUKI's.

• Have you engaged a minimum of 6 customers per floor during your shift? (Document your feedback in Notes.)

  Yes

  No

• Have you observed and coached or recognized every DM interacting with a customer? (Document a win and an opportunity in Notes.)

  Yes

  No

• Have you handed out a minimum of 5 UYS cards on your shift?

  Yes

  No

• Have you engaged any prestige or Suki customers, including spending time in the Prestige Lounge? (Document their feedback in Notes)<br>

  Yes

  No

• Is your team aware of all current promotions?

  Yes

  No

• Did you observe G.R.E.E.T across all MBU’s? (Document observations and action taken to increase add-ons and cross MBU selling in Notes.)

  Yes

  No

• Have you selected a rank & file service champion for the day? (Take selfie with her/him and document whose “heart they won” and whyin Notes.)

  Yes

  No

• Have you had to respond to any customer complaints today? (Describe situation, action, and outcome in Notes.)

  Yes

  No

Great People - Strengthen the redefined SM culture through daily evaluation and coaching of DM's and staff.

• Is your team focused on common goals to drive the business during your shift? (Document top focus for each pillar in Notes.)

  Yes

  No

• Are all departments staffed 100%? (Explain any departments below 100% and action taken in Notes.)

  Yes

  No

• Are all DMs of selling departments visible during your shift? (Document any necessary coaching or recognition and specific departments.)

  Yes

  No

• Is everyone including support staff “back on the floor” from 3pm to closing hour? (Document specific assignments for support staff in Notes.)

  Yes

  No

• Has pep talk been conducted with DMs?

  Yes

  No

• Did you attend one DM pep talk during your shift? (Document the feedback you gave the DM in Notes.)

  Yes

  No

• Did you observe and coach or recognize every DM engaging with their staff? (Document a win and an opportunity in Notes.

  Yes

  No

• Have you observed every Trainer coaching or recognizing associates during your shift? (Document a win and an opportunity in Notes.)

  Yes

  No

• Are all DMs ensuring their staff is engaged, and recognizing or coaching for appropriate behaviors? (Document a win and an opportunity in Notes.)

  Yes

  No

• Are any BU RMs in your store during your shift? (Document top 3 takeaways from their recap with you in Notes.)

  Yes

  No

• Have you had to resolve conflict today? (Describe situation, action, and outcome in Notes.)

  Yes

  No

Operational Excellence - Maximize counter/service efficiency, develop ambiance/amenities, maintain RDU/warehouse, and address maintenance concerns in a timely manner.

• Are all lights operational and AC fully functional in all areas of the store? (Document opportunities and action take in Notes.)

  Yes

  No

• Are all needed register areas manned, with equipment operational/online, and supplies 100% stocked?

  Yes

  No

• Are queues at all register areas at less than 5 customers? (Document any necessary actions taken in Notes.)

  Yes

  No

• Is the selling area neat, clean, organized and ready for our customer? (Utilize image option and document a win and an opportunity in Notes.)

  Yes

  No

• Are focal fixtures merchandised well in all departments? (Utilize image option to document a win and an opportunity.)

  Yes

  No

• Did you identify any replenishment gaps on the salesfloor? (Document department and action taken in Notes.)

  Yes

  No

• Is RDU neat, clean, organized, and all merchandise forwarded to correct department immediately?

  Yes

  No

• Are aisles in all stockrooms clear of any boxes, fixtures, and other obstructions? (Use image option to document issues and describe action taken.)

  Yes

  No

• Have you observed the operation and customer experience at Customer Service A during peak hours? (Document your observations and any action taken in Notes.)

  Yes

  No

• Have you observed the operation and customer experience at Customer Service B during peak hours? (Document your observations and any action taken in Notes.)

  Yes

  No

• Are all fitting rooms neat, clean, organized, and within SM standards? (Utilize image option and document a win and an opportunity in Notes.)

  Yes

  No

• Are all restrooms neat, clean, and fully stocked with tissue and soap? (Utilize image option and document a win and an opportunity in Notes.)

  Yes

  No

Deliver Financials - Direct sales and other income goals through setting, tracking and exceeding branch targets.

• Is the branch achieving sales goal WTD? (List top 3 focuses in Notes.)

  Yes

  No

• Is credit card usage exceeding target penetration rates? (Document plans to drive increase in Notes.)

  Yes

  No

• Is there an opportunity for any additional mall selling? (List opportunities in Notes.)

  Yes

  No

• Is the branch achieving OPEX budget. (List top 3 focuses in Notes.)

  Yes

  No

• Is the branch achieving SMAC acquisition goals WTD? (List top 3 focuses in Notes.)

  Yes

  No

• Do you have a plan to drive gift registry awareness with your customers during your shift? (List top 3 focuses in Notes.)

  Yes

  No