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.