All about Ogi
When is Ogi Bday?
September 5th
Cross-training is encouraged in staffing to provide this benefit.
Flexibility
This role ensures store operations run smoothly by overseeing staff and managing sales efforts on the floor.
Manager on Duty (MOD)
This key metric measures how effectively customer interactions lead to sales.
Conversion
The first step in the GUEST model, which focuses on welcoming the customer.
Greet
What kind of dog does Ogi have?
These employees can offer flexibility but may lack consistency compared to full-time employees.
part-time employees
MODs are expected to provide this type of coaching to staff while they are actively working.
on-the-floor coaching
For long-term success, the sales process should be consistently applied, especially through this customer interaction method.
the “GUEST” model
The “U” in the guest model stands for the important step in understanding customer needs.
UNCOVER
What is Ogi’s dog name?
Volcan
This strategy involves developing employees for leadership positions by identifying and nurturing future managers.
Succession planning
MODs observe sales staff and immediately provide this to improve performance.
Feedback
To drive conversions, the focus should be on this aspect of customer interaction rather than simply pushing for quick sales.
Customer Service
The GUEST model encourages staff to educate customers during the sales process.
Educate
What is Ogi’s favorite sport
Futbol (soccer)
Hiring based on this, rather than immediate needs, can lead to better long-term retention and success.
future potential or long-term fiT
A manager might ask, “What went well with that sale?” as part of this type of feedback conversation.
Performance Management
To reduce idle time, staff should do this while patients wait for their eye exams.
Pre-sell glasses
The “S” in GUEST refers to this key action to secure the sale or commitmen.
Secure
What is Ogi’s favorite saying?
Pew, Pew!
This process should be kept open and continuously worked on to source the best candidates, rather than closing it prematurely to fill positions quickly.
proactive recruiting
Feedback conversations often focus on identifying what part of this process the associate performed particularly well.
The “GUEST” process
This KPI measures the percentage of customers who show up for their scheduled appointments.
Show rate
The final step in the GUEST model ensures a positive end to the customer experience.
Thank