Part 1 – Failsafe : What are the potential fail points indicated for Beau & Arrow on their service blueprint and the service standards they could implement to address these? (See details on the Case Overview.) Potential Fail Point Service Standard to Implement Customer not greet upon entering the store. They feel unwelcome and uncomfortable. Introduce self “Hi I’m ____! Welcome to Beau and Arrow!” within the first 15 seconds of the customer entering the store. No one is there to help or assist the customer in their search for an outfit. After looking around for a minute or two, the employee will ask the customer if she can be of help in any way. If the customer already has clothing pulled, offer to take it to a dressing room for them. Customer is waiting for too long because employee doesn’t know the inventory well enough. Have a store iPad with software to account for all inventory including sizes and location in the back. This will allow the employee to check to see the availability of a clothing
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- Spring '08
- Marketing, store iPad