Effective Leadership

Hey Team! Let's talk a little bit about what it takes to be an effective leader in your store. As a store leader, assistant store leader, senior guest adviser, and guest adviser you must understand what it means to have empowered leadership skills. Someone will not always be able to watch your every move and correct the possible mistakes that can happen in the workplace. So, it is up to you as an empowered leader to make sure you are doing tasks and providing excellent guest service with the solution selling techniques you have learned in the best interest of the guest, your store, and the company. That is the entire mantra behind my guest, my team, my GameStop. If you are able to portray this style of leadership to your team, then every other associate will follow suit and embody that style. -GameStop Bob

Survey Verbiage

Hey Team! With the new survey's rolling out to guests today on every transaction, we have noticed a severe dip in service matters score. With that being said, it is still highly important to make sure you and your team are providing the best guest service by making service matter with the solution selling tools you are provided. One minor change that can positively impact you service matters scores can be how to let your guests know about the survey on the bottom of your receipt. My team noticed an immediate impact of our Service Matters score from one day to the next with as change in verbiage discussing the survey. A conversation would go as follows; "Thanks, for coming in today. We have our survey at the bottom of your receipt. It let's us know how we personally assisted you today by answering 3 quick questions. PLUS it gets you a chance at that $100 GameStop Gift Card." Now, this can be tweaked to best suit you taste. But the important and key part is the words "personally assist." This is because of the change in wording on the survey question which asks "Did an associate personally assist you today?" If the guests answer no to that question, then you automatically miss 5 out of the possible 7 points. So this is the MOST important question. Get out on the floor and let's see this put into practice! -GameStop Bob

NCO: Neat, Clean, Organized

What does NCO mean to you and your team? To my team it means what it stands for. Furthermore, it means the standards those 3 words are to be upheld to. If your standards are not high for NCO, then your store may never actually be NCO. Let's break it down into the 3 parts. Neat: in a pleasingly orderly and clean condition. This definition goes into the other two parts quite nicely. To be NEAT means to be CLEAN and ORDERLY (organized). Clean: characterized by a fresh, wholesome quality. I prefer this definition of clean because it steps away from the standard definition and redefines it according to your store. You want your guests to view your products as if they a freshly opened up and and in tact and wholesome. This means refreshing cover art in sections as well as pre-owned bagged merchandise. It means re-doing ID labels that are piled high or faded. It means keeping up with cover art in coming soon, Best Sellers, and DLC sections. All of these items are what it means to have a clean store. Organized: to arrange in or according to a system. This is the exact definition for what every GameStop store should use as their definition or organized. Not only should product be organized on the wall for guests to see, but also in your back room and especially your drawers. Having fully organized product not only makes things easier on your guest, but on your associates as well when it comes to CAT counts, TOH's and finding products for guests. -GameStop Bob

Hey Team!

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