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Staples, Inc. Message Board

  • maddogmktg maddogmktg Apr 21, 2003 1:57 PM Flag

    More Productive Discussion?

    OK. All we've done lately on this board is complain, without posting any serious thoughts for discussion or talking specifics. Basically the company can improve by doing the following:
    - Improve Return on Net Assets
    - Increase profit (sales and margin)
    - Improve customer service- retain customers and grow their marketbasket

    Company has a plan to address the above. Management's comp is tied to these goals. Meeting them will improve everybody's - employee and investor - profit. Is it really happening? Up for debate. Should all employees have comp goals based on above? Again - up for debate.

    Tenser- looking beyond the spiff issue, what meaningful changes can be made to improve RONA, profit ,or cust sats? Mrmeshuga- you feel the company needs a change in senior management...why specifically?

    Guess my point is...if you're going to complain, try and post solutions to fix the problem. If you're going to cheer Staples, again - specifics. Whiners and yes men need not apply.

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    • >Tenser- looking beyond the spiff issue, what meaningful changes can be made to improve RONA, profit ,or cust sats?<

      1. Return store to its previous well laid out, logical arrangement. That will never happen so then improve signage, with numbers and a list of what is in each aisle like we used to have.
      Place all BM items together and not so spread out. Customers are confused and workers are annoyed.
      2. Give store more control over inventory. We get in just tons of one item where a few would suffice. I could build a house with some of our excess inventory. Then we receive hardly anything of another item.
      3. Improve product choices. One white telephone doesn't cut it. Bring in hot products when they are hot, not after they are passe. Give us more room to display items and not have them sitting atop one another. The current store layout is nothing short of atrocious.
      4. It is time to upgrade all computers in the stores. 233mhz machines with low memory slows down everything we do and makes us less productive. The infrastructure of the stores have been neglected for a long time.
      5. Listen to us. This should be number 1 actually. Don't ask us for input then do nothing.
      6. Fix the planogram system. Whoever is in charge of this, if its not a computer or robot, needs to be fired. Its a waste of our time and lessens our productivity to have to constantly correct mistakes in planograms or illogical layouts. This has been a problem from day one and has never, ever even been attempted to be fixed.
      7. Improve salaries. :) yeh, right
      8. Lower the amount of hours needed to become full time from 40 to 35 like every other company on the planet (remember 9-5 being full time? Not at Staples).
      9. Customer Service-It starts with the layout of the store. Customers are pissed off the minute they walk in the store. Happy customers are retained customers-happy employees make for good customer service. It all ties in with the things I mentioned above.
      10. More employees. Our budgets are not high enough to provide decent customer service. Its been like this the past few years, not at the beginning.
      11. Profit-wise, thats pretty much been the focus all along the last couple years. Unfortunately its been at the expense of customer service and employee benefits and morale.

      I'm sure I mentioned some things that you didn't ask about, I just rattled off the items I could think about at this time.

      • 2 Replies to tenser101
      • 1. Dover 2 stores. Why don't you make a list for your store?
        2. Managers can E-Ticket merch support to get more product and to have overstock sent back.
        3. Staples.com has 1,000s of items to choose from. It's a great tool!
        4. Systems are very easy to use and learn. A 266 MHz computer is all you need to run the programs we use.
        5. Never had an issue. Provide proven facts to back up your ideas not theories or what you think would happen.
        6. Planogram system does need some minor fixes, but it is much better than it was a year ago.
        7. BTB Bonus = more money.
        8. That is determined by state/local laws. Do some research.
        9. Customer service starts with you!!!
        10. Hours are based on sales. Give great customer service and make sure the customer leaves with everything they need. The sales will come! Don't forget to sign them up for Business/Teacher rewards so that they save money and get great coupons!
        11. Customer service is the core of BTB. Great customer service = more profits and happy customers.

        Good luck and happy selling!

        >Tenser- looking beyond the spiff issue, what meaningful changes can be made to improve RONA, profit ,or cust sats?<

        1. Return store to its previous well laid out, logical arrangement. That will never happen so then improve signage, with numbers and a list of what is in each aisle like we used to have.
        Place all BM items together and not so spread out. Customers are confused and workers are annoyed.
        2. Give store more control over inventory. We get in just tons of one item where a few would suffice. I could build a house with some of our excess inventory. Then we receive hardly anything of another item.
        3. Improve product choices. One white telephone doesn't cut it. Bring in hot products when they are hot, not after they are passe. Give us more room to display items and not have them sitting atop one another. The current store layout is nothing short of atrocious.
        4. It is time to upgrade all computers in the stores. 233mhz machines with low memory slows down everything we do and makes us less productive. The infrastructure of the stores have been neglected for a long time.
        5. Listen to us. This should be number 1 actually. Don't ask us for input then do nothing.
        6. Fix the planogram system. Whoever is in charge of this, if its not a computer or robot, needs to be fired. Its a waste of our time and lessens our productivity to have to constantly correct mistakes in planograms or illogical layouts. This has been a problem from day one and has never, ever even been attempted to be fixed.
        7. Improve salaries. :) yeh, right
        8. Lower the amount of hours needed to become full time from 40 to 35 like every other company on the planet (remember 9-5 being full time? Not at Staples).
        9. Customer Service-It starts with the layout of the store. Customers are pissed off the minute they walk in the store. Happy customers are retained customers-happy employees make for good customer service. It all ties in with the things I mentioned above.
        10. More employees. Our budgets are not high enough to provide decent customer service. Its been like this the past few years, not at the beginning.
        11. Profit-wise, thats pretty much been the focus all along the last couple years. Unfortunately its been at the expense of customer service and employee benefits and morale.

        I'm sure I mentioned some things that you didn't ask about, I just rattled off the items I could think about at this time.

      • I bet you wrote this on company time....HA

        GET TO WORK!!!

    • >Mrmeshuga- you feel the company needs a change in senior management...why specifically<


      The corporate office dictates downward without seeking any input from their GMs or DMs. Thats a sign of ineptitude.

      The employees have gone from being happy and content with the company to being sullen and unhappy with the job. Thats a sign of a company in trouble. I see this in every store I visit.

      The 2 honchos have gotten very complacent with themselves. The stores are a disaster for a shopping experience. It was never like that before. Customers complain, nothing gets changed.

      In my opinion the problems with Staples starts at the top, not at the bottom.

    • RONA...guess you know all the right catch phrases....anybody want to comment on what we are doing with recycling.....we use to not make any money with cardboard or waste paper.....now we throw old flyers, waste paper from BSC and bale the cardboard(cardboard only) and the stores make more money on the bottom line...using existing resources, just taking it one or two steps further....plus, the ink jet cart's...not only do the stores add to the bottom line, the rec fund or whatever you wish to call it, get a portion of it also...again, one or two extra steps with the customer thanking us for recycling....now where is the negative with line of thinking......here is the negative line of my thinking.....ink jet carts is fine....but the real money and the real rewards lay in the direction of laser toner cart's...but we decide to go the rechargable battery route first....I think that is a waste of time and resources....but time could prove me wrong.......any thoughts

 
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