Gawker recently published snippets from Target’s store training program (check out the gallery below). Its standard stuff about greeting the customer and offering assistance. The leaked pages appear to be an instructor guide. After reading through the material, I am questioning the strategy adopted by brick and mortar chains to compete with the Amazons of the world.
If human contact and super friendly store employees make the difference, retail chains should focus more on hiring the “right personality” and better motivation for employees (in addition to great a training program) to deliver the Amazing experience. I am sure I am not revealing anything new, but I am wondering if the cost structure of running a large format retail chain forces it to tone down on the quality of people.