LEADER ON DUTY DAILY ROUTINE - OPENING

• 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 during your shift including Prestige or Suki? (Document their feedback in Notes)

  Yes

  No

• Have you observed, and coached or recognized every DM interacting with a customer? (Document any opportunities in Notes)

  Yes

  No

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

  Yes

  No

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

  Yes

  No

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

  Yes

  No

  N/A

• Have you observed your security guards interacting with customers during your shift? (Document your observation regarding greeting, assisting and directing customers)

  Yes

  No

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

• Has pep talk been conducted with DMs?

  Yes

  No

• Did you attend one DM pep talk during your shift? (Document any RM attendance and feedback you gave the DM 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

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

  Yes

  No

• Is all selling leadership and personnel “back on the floor” from 3pm to closing hour? (Document details in Notes)

  Yes

  No

• Are any BU RMs in your store during your shift and have shared the RM Visit Guide? (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 if applicable)

  Yes

  No

  N/A

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 taken in Notes; include any necessary photos)

  Yes

  No

• Are all needed register areas manned, with equipment operational/online, and supplies 100% stocked? (Document opportunities and action taken in Notes; include any necessary photos)

  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? (Document a win and an opportunity in Notes; include any necessary photos)

  Yes

  No

• Are focal fixtures merchandised well in all departments? (Document a win and an opportunity in Notes; include any necessary photos)

  Yes

  No

• Did you identify any replenishment gaps and/or service time opportunities on the salesfloor? (Document department and action taken in Notes; include any necessary photos)

  Yes

  No

• Are all fitting rooms neat, clean, organized, and within SM standards? (Document a win and an opportunity in Notes; include any photos)

  Yes

  No

• Are all restrooms neat, clean, and fully stocked with tissue and soap? (Document a win and an opportunity in Notes; include any necessary photos)

  Yes

  No

• Is Prestige lounge including all related facilities neat, clean, organized, and well staffed for our customer? (Document issues in Notes; include any necessary photos)

  Yes

  No

• Is RDU neat, clean, organized, and all merchandise forwarded to correct department immediately? (Document issues and describe action taken in Notes; include any necessary photos)

  Yes

  No

• Are aisles in all stockrooms clear of any boxes, fixtures, and other obstructions? (Document issues and describe action taken in Notes; include any necessary photos)

  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

• Have you identified opportunities for additional sales or other income such as mall selling, leasable space, extra areas, or events? (List opportunities in Notes)

  Yes

  No

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

  Yes

  No

• Are the DMs aware of their performance WTD? (Document top focuses for departments below plan with the highest variance)

  Yes

  No

Reflection - Critical self analysis to drive continuous improvement

• What could I have done better today? (Document your identified opportunities and actions to be taken)