Target Store Policy: Minimum Service
It is a Wednesday morning and I walk into Target carrying 2 kids under the age of 3. I need a new battery for my running watch so proceed to the Watches counter. Nobody was there so I pushed the button and received an automated message that someone would be there in 60 seconds. I waited 3 minutes and pushed it again. Chased one child. Pushed button again. 10 minutes later went searching for someone. Found someone, who had to find someone, who had to find the person assigned to that area. 4 more minutes later, someone arrived.
I explained I just needed a watch battery. She asked me what number and I said I wasn’t sure. I asked if I could borrow their screwdriver to open my watch and see. She said that it was store policy that I could not use their tools. Period.
Now, I’m sure somewhere along the way this policy was made because a customer borrowed a screwdriver and poked themselves in the eye and sued Target for millions. Or not.
The point is, where did Target go wrong here? I understand (and write) policies that are to help people be safe. In a country that is primarily service based with competition around every corner, why are employees not being empowered to help customers? Price wars have been fought and mega stores built, which leaves service as the last remaining way to win customer loyalty. Businesses need to provide basic policies that ensure the company is not creating a dangerous situation or going to lose money. Then, hire the right employees who truly want to help people. Employees that are solution-minded. Ban the word “no” and change it to “here’s how.”
When a situation like the one I experienced this morning happens, Target does not only lose my purchase of a $20 battery, but I was going to buy a $200 bike, $25 helmet, $100 party supplies, and $40 grill cover. This week.
By the way, I consider myself very solution-minded. So I went to the home improvement section of the store, took a screwdriver off the shelf, and opened my watch. Then went to another store to buy the battery.
What policies have you run into that restrict employees from providing service?
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