My name’s Phil Roberts and I’m the manager of our Woodlesford store.
When we knew we were getting headsets the team had a few reservations, obviously it’s something new and everybody was a little uncertain about how it was going to go.
I think they thought it was just another gimmick, but when they landed and we started using them, they could clearly see the benefits straight away.
Sometimes we can work one on one, and when you’ve got your team member working on the till serving customers, you might not be able to see each other. So knowing you’re literally just the touch of a button away from getting some help is fantastic. They’re worth their weight in gold that way.
We seem to be a lot closer as a team now too. We’re able to use our headsets to talk about day to day issues to watch out for, but also to have a chat about what we’re doing at the weekend when we don’t have any customers in the shop. Sometimes we’ll play ‘name that tune’ with the in store radio where we all guess who sang the song that’s playing! I can’t stress enough how much they’ve brought us together.
Better for customers
We’re now able to be a lot more proactive when it comes to queues, we were quite good at jumping on the till anyway, but they’ve made us respond a lot faster.
I think our customers wondered what the headsets were all about to start with, but when we started explaining ‘I’m just going to use my headset to ask my colleagues if we’ve got this product for you, I won’t be a minute’, it means they can see the benefits because we aren’t walking off and leaving them – you can let them know there and then. It’s just driving customer service to new heights is all I can say.
As with anything new you’ve got to give it a go and roll with it, and it’ll eventually just become second nature. The team are now in the mind-set that their headset is part of their uniform; they come in, pop it on and away we go.
Phil, Woodlesford Road