The Power of Retail

Best Buy did a practice run for its Black Friday sales, traditionally the busiest shopping day of the year, which if left unplanned leads to chaos and confusion. Around 100,000 Best Buy employees participated in a practice session, which included simulated customer lines and likely shopping scenarios. According to Mary Ann Claps, a district HR manager for Best Buy, “We plan way ahead of time how the stores are going to operate. We want to make sure everyone in the store knows what their role is. It has to run like clockwork.”

At Sunday’s rehearsal at the Commack store, about 115 employees got a glimpse from the other side and compared standing in an unmoving line to one that was in constant motion. After gathering to hear the overall game plan, staffers broke down into smaller groups to discuss “how to deal with multiple customers at once, product placement and servicing the customer from beginning to end,” said Michael Basile, Geek Squad CIA, who will be working in the computer section handling installation and protection plans.

When at one time, retailers made no special arrangements for shoppers on Black Friday, retailers are now creating an entirely new game plan to ensure that shoppers who come into the store, get the best of service and make not only the purchase they came for but also add other items to their cart. At Best Buy, employees will be available not only to guide customers, but also to hand out maps and coffee to early bird customers who line up at the store before it opens at 5am.

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