Selection Case Studies

Selecting the Right People

Industry: Retail

A national retail chain faced the challenge of increasing in-store sales in an extremely competitive market and newly remodeled stores. While the organization had a long history of successful retail sales, it had fallen on hard times during the last five years. In an effort to reinvent its image, attract a different type of customer, and display new lines of merchandise, the company remodeled approximately one quarter of its stores.

Critical Issues

• Decreasing sales over a five year period
• Employees not customers focused
• Unusually high employee turnover

Solution

Customer focus group reveals challenges with the store image and how employees treated customers. Novations was engaged to help get the right type of employees selected, developed and retained as high performing employees. A rigorous selection process was established and existing managers were trained in the Behavioral Interviewing® process.

Results

Within 90 days of implementation, employee turnover dropped 50% and customers noted more positive experiences with store employees.

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