INTERVIEW OF A CLOTHING STORE ASSISTANT MANAGER/KEYHOLDER

Transcription

1 INTERVIEW OF A CLOTHING STORE ASSISTANT MANAGER/KEYHOLDER (This interview is a compilation of interviews of a keyholder from an upscale women s clothing store, and an assistant manager from an upscale men s clothing store.) 1. Vocation: What is your job title/position/job description? Keyholder = part time manager (20-30 hours per week) Earns anywhere from $25,000 to $30,000. This job is almost the same as the Manager s position, except that you are not responsible for scheduling the employees, or doing the paperwork that goes to the district manager. This job can cover for a manager in every other way; a keyholder retains possession of keys to the store, codes to the alarms, computers, and safe, responsible for the counting and maintenance of the cash drawers, making bank deposits if necessary, opening the store, closing the store, problem solving/customer service, displaying new merchandise ( floor sets ), unloading merchandise, standing on ladders to store stock and display items and decorate for the holidays Customer Service Manager (CSM) = Full time (40 Hours per week) Makes anywhere from $ $ per year. CSMs receive time and ½ for any hours over 40. The main office does not encourage managers to work more than 40 hours a week. Responsible for all of the above in addition to scheduling the staff two weeks in advance, turning in all paperwork to main office, tallying and calculating monthly projections and how much each salesperson needs to bring in each month calculate projected sales for each month and break it down for each employee (individual daily sales goal). The manager uses their Business Binder, which has all the projected numbers from the main office for the whole month. The main office requires each store to reach sales goals each month. The manager (or keyholder) takes these monthly goals, and breaks them down into daily sales goals (example: $ per day), giving each employee a sales goal for their shift (example: $90.00 per 4 hour shift) The sales person must reach these daily goals consistently to qualify for the yearly raise. In the men s shops you get a base pay and then commission on each suit sold. Commissions can range from 7-13% on $ suits, depending on the quality of the suits. They function on the Gentleman s system ; sales people rotate or take turns in approaching customers so that not one person gets all the sales for the shift. Duties remain approximately the same. 2. Do you belong to a union? No. Interview of a Clothing Store Assistant Manager.doc Page 1

2 3. Describe your physical work environment. Upper end clothing store at a mall. There is a front counter with two registers, an office and break area in the back with a table and lockers for personal items, and clothing racks and display tables in the front. There is a fitting area with three stalls, with clothes are also hung on the walls for display. There is a metal grate door at the Mall entrance that is closed when the store is closed. The mall dumpsters and the loading area is through a maze of corridors that you can get to through the back of the store. It s dirty and dark back there. You never go back there alone. In the men s store there is a tailor on staff to do alterations most days. 4. Please describe a typical day (do you travel, hours you work, etc) The Keyholder usually opens the store or closes the store, so that the manager doesn t have to do both. If opening the store you need to get there at 9:00am, and work until 2:00, if closing the store you get there around 4 or 4:30 and close at 9:30, but don t leave until the drawers have been counted ( $ in cash in each drawer, the rest gets deposited ) and everything is cleaned up about 10:00 or 10:30. The manager s hours are longer and can be anytime during the day, usually opening or closing each day. If you open or close you cannot walk in the door alone, or leave alone at night. The store can never have less than two employees in it at a time. In the morning you have to get the computers and cash registers up and running, count the drawers, check the safe to see if a deposit needs to be made (there is a bank used for deposits right in the Mall), punch in on the computers, check the register tape, and get the back of the store (office) otherwise ready for the day. The sales associate will do the front end work in the meantime (stock shopping bags, clean the mirrors, dust, fold clothes (all buttons on each stack must line up), vacuum, space hangers (all hanging items must be spaced a certain distance from each other). Mondays and Tuesdays are generally slow. The weekends are generally busy, and more employees are there each shift on the weekend. There can be anywhere from 2-6 employees each day, depending on the season and the time of day. Shipments come on Mondays and Wednesdays, so those days are busy. There s lots of unloading and putting away stock on those days, so there are usually more people scheduled. There s almost always something to do. We re not allowed to sit unless we punch out and take a break in the back or at the food court. If there are only two employees in the store we aren t allowed to leave at all, not even to get some Interview of a Clothing Store Assistant Manager.doc Page 2

3 food, so I always pack something on those days, and sometimes have a friend pick up a coffee for me. We meet and greet every customer, and if they pick up an item of clothing, we offer to start a dressing room for them. You d be surprised how many business women (men) want to be dressed. They ll ask you to pick matching outfits, or suits, try them on and walk out in half an hour with three new outfits. They just want classic styles that are well made, flexible and fit well. I can tell a person s size just by looking at them. You don t get this kind of personal attention at the big department stores. We have a personal business binder that keeps track of customers, their sizes, color preferences, and other clothing needs. We put their name and address and phone numbers in the binder and call them, them, or send a postcard when we get something in that will suit them. Sometimes they just have us ship it directly to them and never even come into the store. So, even when we don t have customers in the store there are lots of things to do. 5. How does you profession affect your ability to live a healthy lifestyle (exercise, sleep, nutrition)? I sometimes don t eat when we get busy, or when I can t leave the store, but overall it s very manageable. I get out and walk when I can, at home or in the mall. Sleep is not a problem. 6. Are there over the counter medications, alternative medications that are typically used in your profession (weight loss, tobacco, steroids, etc.) Not really. Everyone drinks a lot of coffee. Nobody smokes. 7. What are things that your friends find interesting about your profession (like how often do you shoot your gun if you are a police officer)?/what types of questions do you get asked by the public? They ask if I get clothes for free! I get a discount, and sometimes a credit for a high sale month, (If we go over the projected monthly sales amount we all get a $50.00 gift certificate) but I don t get them for free. I m always well dressed and they comment on that. We have a very strict dress code, so I do have to wear dressy things a lot. 8. How did you get interested in your profession? Women s Store: I ve always worked retail. I worked at another woman s clothing store for 5 years before this and enjoyed it for the most part. My boss was difficult at the other place, and so when this opened up I jumped on it. The other store did not offer the benefits and flexibility that this store does. in fact most retail clothing stores are not as generous as mine. Interview of a Clothing Store Assistant Manager.doc Page 3

4 Men s Store: I worked a desk job for a few years (computer programming), and it drove me nuts. I never got to talk to people, and sat all day long staring at a computer. It just wasn t me. Since I was a kid I always liked to look nice, so this just seemed to suit me and the money s good. 9. What do you like most about your profession? Women s Store: I m moving constantly! Every customer is different and they love how they look in our clothes. I love helping them find the most flattering styles and colors. I have customers that keep coming back because they appreciate how I make them look attorneys, professors, business people they really need my help when it comes to clothes. The women I work with are great, we all get along well. It s hard to find a place where everyone gets along. The company understands my needs. If I need time off, I get it. Family comes first here and they really mean it. I love setting up the displays of new clothes, both in the windows and in the stores. It s very creative and you have to have an eye for it. The main office sends us pictures of ideas for floor set design ( visuals ), but I don t like them. They usually look like a man did them, and they have little flair. Men s Store: The customers come in all excited about a new job, or a special occasion (sometimes a funeral) and need a new suit or two. They trust my opinion and usually take my advice about what looks good on them. I ve suited a lot of Athletes, and that s a challenge, to measure them accurately and fit them well. The company is in the Fortune 500 and growing. The turnover rate in employees is less than 11%; it s a good company to work for (especially if your manager is okay.) 10. What do you dislike most about your job? Women s Store: Not a whole lot! I guess I would say the dress code is a bit too rigid. We should be able to wear more comfortable clothes, especially on days that we re unloading merchandize or doing inventory in the back. We have to wear seasonal clothes. So even if it s a 90-degree day, you have to wear a sweater or fall outfit once our Fall line comes in. We can t wear jeans, khaki s, corduroys, or any 5-pocket pant. We have to have nail polish on our toes if we re wearing an open toe sandal. We have to wear dress shoes, which are very hard to find in comfortable styles. We have to wear pins and jewelry and accessorize every day. I ll be wearing $ pants and then have to clean the store bathroom, or take the garbage out back through those filthy halls and elevators. I think that s ridiculous. Climbing ladders in heels is dangerous, too. Interview of a Clothing Store Assistant Manager.doc Page 4

5 Men s Store: I don t know. There s not a lot of stress or anything. Customers can be a pain. I can t stand Renters the guys that buy a nice suit, wear it once or twice and then bring it back and say they didn t like it, or it doesn t fit. That comes off of my commission, so it can mess me up. But any one in retail has to deal with customers like that. 11. Educational background: 12. High School. 13. Vocational school or College None, though some of the managers have a two-year business degree. 14. Graduate school or special training We all go through training when we re hired usually about a week s worth. If you show an aptitude, you may be asked to train for management. In that case, a floating trainer will come to the store for about 40 hours and go through everything one on one with you. 15. How does one obtain a job in your profession? You have to prove yourself. You usually have to work your way up and get a recommendation from another manager. To be an associate, you just apply, and be reliable and hard working. 16. What positions have you had previously? I ve always done retail.i worked in furniture sales before, at a Levin s in New York. I worked in a Macy s for a while and then at a Casual Corner Clothing store for 5 years. 17. Can you get promoted? If so, to what position and how? Women s Store: I guess I could be regional manager. That would come through the main office and you d have to get a recommendation from the store manager. It would require more training, and you may not get the location you want. Men s Store: If your sales are good you can do anything you want. You have to be ready to move to where they need people, but there s a lot of opportunity to become a district manager, or regional manager, if you don t mind the hours. 18. What are the "perks" of your job? Women s Store: I get full benefits, and anyone who works over 20 hours a week do also. I get medical, dental, and optical, I get vacation (one week this year, two weeks next year), and 5 floating holidays of my choice. We also have a 401k Interview of a Clothing Store Assistant Manager.doc Page 5

6 plan. If the store goes over our monthly projected sales by 11% or more, everyone gets 50$ in clothes, 40% off any regular purchase, and if I get a good evaluation each year, I get a raise. (You have to be on time, good with customers, and meet your sales quota each month to get a raise) Men s Store: The commission is great if you sell a lot of suits. I sold to a company making a mobster movie down at the waterfront once. They had 7 or 8 guys that needed 7 suits each. Every time they shot a scene where someone got shot, the fake blood would ruin the suit and the shirts, so they d just throw it away and pull out another one. That was great. We had to take a truck down and stay all day to fit everyone. If you re in the top of your sales team, the company will send you to other locations to tour facilities and meet other people with in the company. I went to California for a week last summer and just drank with the other guys, played golf and listened to their work stories. it was great. The company paid for everything 19. How do you get paid (contract, per mile, per hour, etc.) How can you make more money? We get paid twice a month. I get a salary and any overtime hours are time and ½ 20. What is the most stressful part of your job? Slow times are stressful, when there just aren t any customers, and there is nothing you can do about not meeting your sales goal for the day. When no one is meeting productivity the managers understand, but if it s just you it can be stressful. People worry about getting a raise if they haven t met their sales projections when they are up for review. I sometimes feel more stressed at home, because of the kids being alone, and making messes, leaving food out and everything. Most days I d rather be working! 21. What emotional problems are common in people in your profession? I can t think of any. Everyone is pretty social and friendly, and normal. We all complain about our husbands or boyfriends a lot, but other than that I can t think of a thing. 22. What type of physical activity is required in your position? We have to climb ladders to put away stock or set up a display. We have to take out the garbage, which can be heavy, vacuum, lift boxes when a shipment comes in, (the delivery guys usually bring it in for us). There is a lot of standing, which is hard on your back and legs. Interview of a Clothing Store Assistant Manager.doc Page 6

7 23. What things happen that really make you angry? Nasty customers! You just have to bite your tongue, and apologize even if you re not at fault, but there is no pleasing some people. You learn to read people and stay away from them if they re being nasty, but then they complain that you didn t do enough to help them. Some customers buy bags full of clothes and then return them all. There are customers that steal, and you can t always do anything about it. They ll come in with a shopping bag, stuff clothing into it when you re not looking and then come up to the counter and ask for a return. You have to give them store credit unless you saw them stealing the clothes. People will sometimes buy a dress for an event; wear it to the event, and then return the dress! 24. What other professions do you work with, and how do they affect you (make your job easier or harder)? The delivery guys, (they are nice if you re nice to them), the people at the bank, other people that work in the Mall stores. We chat and visit each other on break. We all watch out for unstable customers, and even call other stores to warn them if we know someone difficult is coming their way. If the Store Manager is mean it can make things hard, She can deny days off, or make your schedule difficult for you. One manager I had told a woman who called off (because her father was dying) to get a replacement for her shift or don t bother coming back. I was happy to leave that job. 25. What "health risk" behaviors are common in your profession? (Tobacco, alcohol, specific drugs, sex, stress, marital or family discord, etc.) Women s Store: We all enjoy going out for a drink together a couple of times a month, but it s a social thing. Some of the girls are divorced, or having problems with their kids, but most seem pretty normal, besides the typical complaints about husbands. Men s Store: The guys like to drink, but not too much, I don t think. Most everyone seems pretty content to go out a couple of times a week. People like this job and stay with it for a long time. 26. How does your vocation affect the personal life of you or people you know? My kids hate that I work, especially my youngest. They like when I m home and cook meals for them, but they do okay. I love my job, and I think that s good for Interview of a Clothing Store Assistant Manager.doc Page 7

8 them to see. My husband travels a lot and it can be hard on weekends when I work, both for the kids and for him, because we don t see each other much. 27. What activities and/or hobbies do people in your profession like to do? Women s Store: We are all pretty social and like to go out to dinner, or bring food into work on special occasions. Someone is always having a party of some kind Tupperware, Candlelight, Jewelry Parties, Tastefully Simple (spices), and Pampered Chef. We share good recipes at work, or pass around books. We are all different ages, and have a good time sharing life experiences. Men s Store: I like to golf with my friends. I like to have a beer on the weekends and watch a game on TV. I like the beach, when I can get there. 28. Are there any items of clothing, or props that someone portraying a person in your profession would use consistently? (Hats, keys, stuff you d keep in your pockets (or bags), day planners, work boots, particular costume, or types of clothing ) Women s Store: My typical outfit at work in the fall and winter is a skirt, a pair of dress boots, and a nice turtle neck sweater. We have to wear nice jewelry, and usually nail polish. Our hair has to be neatly styled, and we re encouraged to wear tastful make-up... lipstick. I often carry my keys on my wrist, while I m at work. I have some nice handbags. Men s Store: Nice shirt and pants, suspenders or a jacket/tie. Measuring tape in pocket or around neck 29. If a person in your position were to get fired, what would they most likely have done to justify the termination and what would the steps involve? Do lay offs happen in your occupation? We had one girl get fired. She was always 15 or 20 minutes late without calling in, which really bothered people because when we re opening we can t even walk into the store unless two people are there. She d be late when other people needed to be out on time, and they d be very upset because they couldn t leave until she got there. She would disappear into the back office for an hour at a time, and never even come out to see if she was needed. She was rude to the customers, she rarely made her sales quota and she would stand around doing nothing while everyone else was working. We ve had to close stores on occasion, but have not typically had to have layoffs. 30. During all of these questions, listen for jargon used by the interviewee 31. A STORY: Interview of a Clothing Store Assistant Manager.doc Page 8

9 Women s Store: You have to be very diplomatic in my line of work. You can never say that makes you look fat, or that s too tight. It s better to say That style seems to run small, or Let s try a different cut, or this color might look better on you. We have one customer that is a cross dresser. He comes in every couple of months and spends thousands of dollars on our clothes. He s very friendly and always wants my opinion about how things look on him, or what colors are best for him. He ll come out of the dressing room in a bra and everything, with hair sticking out all over. I just smile and do my best to help him find what he wants. The other customers get upset to have a man in the dressing room. One woman was so upset that she called the main office to complain. They ended up giving her a huge discount on her charge balance. We can t ask him to leave though, that would be discrimination and he s a very good customer. Men s Store: I had a midget come in one day. I felt really bad because he wanted me to tailor something for him and I just couldn t help him. There was no way we could alter something that much. I hated to send him away, but I couldn t help him. Interview of a Clothing Store Assistant Manager.doc Page 9

10 Clothing Store Manager Vocational History Interview Evaluation Form This evaluation will help guide future development of this project. Please fill this out and return once you have finished the case. 1. How useful was this case template? Not at all Extremely useful Comment: 2. Did this template make your case better? Yes/No if yes, how? 3. Did this template save you time? Yes/No if yes, approximately how much time did it save you? 4. What suggestions do you have for improving this template? 5. What other occupations would be useful? 6. What suggestions do you have for this website? Please fill out and return to the UPSOM Advanced Clinical Education Center. Fax number: (412) acec@medschool.pitt.edu Interview of a Clothing Store Assistant Manager.doc Page 10