Kohl’s- 5 Suggestions For The Department Stores of America.

About a year and a half ago I went with my mother to our neighborhood Kohl’s.  Considering it is literally the major anchor in the strip mall that literally lines the back of our neighborhood, and is not only a two minute drive it is also incredibly walkable so my mom frequents this spot.   We were searching for curtains, not the ones for the shower, but more the ones for windows, I have to specify you see because they were all thrown in together in the store displays:

Searching these displays really started to frustrate me as I watched my mom struggle with her one working arm.   This was her neighborhood shop, a place she had shown dedication to and supported for years; and they couldn’t even have the decency to make the store shoppable for her?

Giving up on the curtain front we decided to look at clothes for the girls; which was ofcourse met with:

A couple of outfits were found out of the chaos, before we moved on to find outfits for my brother’s upcoming wedding:

I don’t live near my mom, and it’s important to me that she is able to purchase what she needs without much strain or trouble to her shoulder.  Aside from being impossible to shop, loss prevention and inventory control has got to be a nightmare at this store, considering this is only taken on a Tuesday morning in October… not after some big Black Friday rush.

For those who have followed my blog for sometime understand my deep issues with messy merchandising, and this store pushed me enough over the edge that I followed through with my internal threats and sent an email with these pictures attached directly to the DM.  She was so kind…so apologetic.  She sent me a 50 dollar gift card and promised a visit.  She was aware of the situation, but had yet to discover a method to contain it.

Not all Kohl’s resemble this, I have been to some that look absolutely and impeccably maintained.  But when a Kohl’s is a disaster, it doesn’t half ass it.

I held these pictures so that on my next visit I could show you the aftermath of effective management.   Sadly, a year later, the store was in similar disarray.  A new Chief Marketing Officer is taking the reins, a position that has hung vacant since 2012.  CMO Greg Revelle will be stepping in and I’m excited for it because I’m incredibly impressed with his track record.  A degree from Princeton and his masters from Harvard, executive experience with Expedia, Auto Nation, and most recently Best Buy.

His goal is customer engagement obviously, and here are some things he, and several other large department big wigs, may already be considering this year:

  1.  New Displays:  Perhaps there needs a new fresh alternative of display units that do not allow for so much product to pile so high.  Get fun, get creative, get modern…get out of the same old rut.  Also every store and shop is modernizing, just look at Target, Kohl’s needs to join the face of the future of retail.
  2. Less Product: With less product comes less upkeep.   Kohls is working on dwindling down their store size, when they do this they should consider keeping only the most consistently sold merchandise and rely on the interwebs for the rest.   That is the true beauty behind omnichannel retail.
  3. Store Beautification Incentives:  “You’ll attract more flies with honey than with vinegar.”   Reward consistently well maintained stores, I do not know if something similar already exists, but it sounds like a pretty marvelous idea to me.  I know when I worked in retail there was far more exhaustive piles of corrective reports than employee excellence recognition piles…actually I don’t even think that was a thing.
  4. Revamp Training:  I seem to say this allot, but it’s because I believe in the power of effective training.  With technology now, it is so simple to keep training consistent across locations and up to date.  Just look at the training methods of Altar’d States.
  5. More Defined Districts:  Up the frequency of effective DM visits, which means perhaps hiring more DM’s to lessen store ratios to management member.   Rework the entire collection of corporate level processes and expectations.

Just a few ideas from my less qualified opinions.  I must admit I’m super excited to see what Revelle brings to the table!

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Part of the #AtoZChallenge

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References:

http://www.bizjournals.com/milwaukee/news/2017/04/10/kohls-hires-best-buy-executive-as-chief-marketing.html

 

 

22 thoughts on “Kohl’s- 5 Suggestions For The Department Stores of America.

  1. Sweet Coralice says:

    Looks like the Khols in a neighboring town. It’s always a mess and quite often packed. I love Khols but it has gotten a bit ridiculous as of late. It’s been about a year or so since we’ve shopped there and it’s their own fault for not keeping up with the store issues. For the amount of $$ spent there, you’d think they’d have a better handle on these issues.

    Liked by 1 person

  2. momchakra says:

    While I have never been to a Kohl’s store (not present in India), I have been to several budget supermarkets native to India. Unfortunately, the visuals are no different given the “budget” tag and bulk supply concept.

    I hope they can improve and provide a better shopping experience to their customers.

    Liked by 1 person

  3. placeinthisworld247 says:

    Yikes! What a mess. The area needs a major zoning (straightening)! What time of day did you go to that Kohl’s? If afternoon, more understandable than if it were at night or in the morning, when the associates there SHOULD have it straightened already. Even if in the afternoon, they should always have at least one associate there just to zone the area up so it is more shopable for customers.

    Like

    • shopgirlanonymous says:

      I agree they work a system of Kohl’s cash wish requires you to be a frequent and dedicated shopper to receive any sort of competitive pricing. Super smart to keep dedicated shopper, but difficult to convert new ones.

      Liked by 1 person

  4. Raymond says:

    Yeesh. That would have me screaming for the door. I get flustered in shops that are in disarray. This isn’t the worst though – My local Primark had a sale on, and customers were literally viewing the clothes and then chucking them on the floor. I was nearly sick with what was happening. Luckily it wasn’t a regular occurence.

    Liked by 1 person

    • shopgirlanonymous says:

      Ya, there was a Weekend at the Old Navy in my hometown where I swear the workers must have staged some sort of walk out. The store was trashed, no one was at the registers, and the customers were standing in the piles of merchandise staring at one another, “does anyone work here?!”

      Like

  5. u2hearts says:

    That’s why I hate kohls, walmart century 21 because they all look like this I can’t help my daughter let alone get my wheelchai through the aisles

    Liked by 1 person

  6. Clarissa says:

    Oh my, I would be so irritated having to wade through such a mess just to see what’s available! How frustrating, especially for your mom! Our Kohls isn’t like this, but I have definitely noticed that the one near Rockford, IL where my family is, is always in disarray.

    -Clarissa @ The View From Here

    Liked by 1 person

  7. bensbitterblog says:

    Ours is okay, but my problem with Kohl’s is that we are almost always getting hosed on the Kohl’s cash. My wife is always trying to get the right amount and combine them with discounts and almost every time we have gone there, we end up having to go customer service to fix it, then back to the cashier, and it is and endless fight to get all our discounts. Have you have a chance to address the Gordman’s situation? Sounds like they are declaring bankruptcy and losing all their stores.

    Liked by 1 person

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