After experiencing these situations, I started to think of ways that I would improve Macy’s if I were in the position of CEO. It’s funny because the cosmetics department actually looked fairly nice. It was a lot brighter and shall I say “louder” than the one at Bloomingdale’s but that is understandable since they are not the same department store.
But to the CEO of Macy’s, Terry Lundgren, I would like to see some major changes at Macy’s. First, Terry, I want you to create a customer bill of rights and publish it. Included in this bill of rights and the most important item should be, the customer is always right. He is your bread and butter.
This is a golden rule of retail or sales, yet your locations cease to exhibit or understand this principle.
Number 2, your stores need plenty of salespeople on the floor that can actually assist customers.
Number 3, your employees must know the products you carry.
Number 4, the salespeople you hire must have a sense of what looks good on a customer.
Number 5, the customer should never have to hunt down a salesperson.
Number 6, you must have enough checkout areas so you don’t have 7 people waiting just to buy a shirt or a box of underwear on a busy day.
These are simple changes that could greatly enhance the shopping experience for customers and your profitability. I will elaborate later on what other improvements can be made besides just the customer service requirements. With just these simple steps, I believe Macy’s could become a more popular shopping destination and be the first choice among consumers when they are thinking of places to shop.