Be Our Guest

When you walk into a Target store, you may notice our “Service Desk” area right at the front. Take a look up at the overhead sign (I included a picture of my store’s sign for you)—Notice how it says “Guest Service”? Oh yes…this post is going to be all about you, the customer, and how I get to drive customer service here at Target.

I often give presentations to college students and I always ask what they think of when I say “Target”. The students usually respond with “clean and easy to navigate stores”, “the color red”, “fashion forward merchandise”– just to name a few, but the one that I really get to influence as store team leader is around “Guest Service”. You notice I’m now calling it “guest” instead of “customer”; let’s pause for a Target lingo moment: We say “Guest” because it’s that much easier to help demonstrate to our team members how we want to treat the people who shop at our stores. When you help a “Guest”, you go above and beyond while being welcoming, warm, and friendly.

Guest service is what we are about at Target! We challenge our team to create moments with guests that can have amazing results. This means instead of helping a guest find a certain item he or she is looking for, actually walking that guest to the aisle, engaging them in conversation, and helping them by going above and beyond– maybe suggesting additional items that would go with a piece of furniture, or pointing out that our brand of Market Pantry cranberry juice tastes great for a lower price. At Target, we encourage our team to “go the extra inch” and take “great” guest service to “amazing” guest service!

As the store team leader, I’m the champion of the guest service focus in my store. It’s my responsibility to ensure that my team is engaging our guests and providing amazing guest service. This may seem like a huge commitment, but it starts with me simply leading by example, along with my entire leadership team. As I engage guests in my store, I can easily show team members the different between “great” and “amazing”. Additionally, there are several tools that we have available to us to recognize team members who give amazing guest service. Whether it’s as simple as thank you note/recognition card or calling it out at our “huddles” (Target lingo: A 5-10 minute shift meeting with all Team Members), I am constantly helping my team feel empowered to go after “Amazing”!

It can be hard to quantify the difference between “Great” and “Amazing”, but Target does provide tools to leaders to help us measure how we are doing and where we need to improve. Every Monday, I get a report based off of feedback from our guests– You know those service surveys that print at the bottom of our receipts? Yep– all that data gets back me and I can use to recognize different areas of the store who are delivering amazing results, or help dig into where we can be better for our guests based off what they are telling us. Some of the best feedback I get from guests is simply a phone call or a request to speak with me at the service desk– I love hearing where we delivered on our amazing promise, or if we might need to focus as a team. Both allow me to be more effective as a leader to help my team deliver that amazing guest service.

I hope you have a great guest experience next time you walk into a Target store– and maybe you’ll understand a little more of what my job is when you hear that word “amazing” over the walkie-talkie or between two team members. Keep that feedback coming on what we are doing to help create an amazing moment for you in stores.

Interested in a store management role at Target? Learn more and apply for openings here.

  • Ben Nelson

    May 10th, 2013

    Hey Jeremy!
    I loved the blog post – “Be our guest” was a creative title! Admittedly, I have the song stuck in my head now 🙂

    Guest service at Target truly is an amazing thing! One of my favorite parts of my job as a Store Team Leader is when a guest asks to speak with me and shares their thoughts on that day’s shopping experience. This information is SO HELPFUL in identifying how we can deliver great service again and again. Good or bad, guest feedback is a valuable tool to help us be the best company ever!

    Great blog!

    -Ben

  • Jyotsna k Pai

    May 11th, 2013

    I had submitted my resume to target even b4 the stores opened in canada When do i hear from them ..Am keen on working ..

  • elisa

    elisa

    May 13th, 2013

    Hi Jyotsna-

    Thanks for your interest in a career with Target Canada! To check the status of your application please visit http://corporate.target.ca/m/company/en/careers or contact the HR representative at your local store.

    Thanks!
    Elisa & the Target Careers team

  • Maria Solarez

    May 15th, 2013

    I’m impressed by the strong brand image that Target has. I also notice that much goes into planning and logistics. Impressive!
    I applied to a new store being opened, received a call form a recruiter that went well, and was told I would receive a call back the next week. That was two weeks ago.
    I have great credentials, experience and would be a great addition to your team. What should I do to reach back to the recruiter who has not called back yet?
    Thanks so much and best to the continued success of the store!
    Maria

  • elisa

    elisa

    May 28th, 2013

    Hi Maria-

    Thanks for reaching out and for your thoughts on our brand!

    The best things for you to do would be to contact your recruiter directly to follow up. If you still cannot get in contact, please reach out to guest services at 800.440.0680. We also encourage you to continue to search and apply for positions that interest you at http://www.target.com/careers.

    Thank you!
    Elisa & the Target Careers team

  • Marcin

    May 20th, 2013

    Great post! I never realized that Target referred to its customers as guests. Can you provide other examples where Target is reinventing the guest experience?

  • elisa

    elisa

    May 28th, 2013

    Hi Marcin-

    Thanks so much! We are doing many things to bring the guest experience to new levels. Here are a few great resources for you:


    Thanks!
    Elisa & the Target Careers Team

  • BETTY E SHEPHERD

    May 27th, 2013

    I LOVE YOUR BLOG I WANT TO WORK AT THE NEW TARGET IN LAWTON OKLA, JUST RETIRED ATER WORKING 36 YEARS JUST WANT A PART TIME JOB FEW HOURS

  • elisa

    elisa

    May 28th, 2013

    Hi Betty-

    We are thrilled to hear that you are interested in working for Target! Please visit http://www.target.com/careers to search and apply for openings in Oklahoma. If you’d rather apply in person, please go to the Guest Services desk at your local store and ask for the HR manager.

    Thank you!
    Elisa & the Target Careers team