Write a conclusion to the paper: Informal Report: “ANGELO’S CDS & MORE”
11/10/2024
Andrei Baranoff
My report on ANGELO’S CDS & MORE has taught me a great deal about the challenges of communication in the workplace, and how important a staff is in ensuring the success of a business. My analysis identifies three primary areas in which the store can improve based on the observations I made during my visits to the store. Namely their sometimes-confusing pricing system, the uneven distribution of staff across different floors of the store, and excessive socializing among employees which distract from customer satisfaction. My report also includes solutions and recommendations to strengthen staff and costumer communication and service quality.
After being introduced to the writing assignment I knew immediately I wanted to research ANGELO’S CDS & MORE. An independent record store that has been open for nearly 30 years, specializing in music, movies, vinyl records, and vinyl players. Established in 1990, located on South Broadway near Denver. Through a series of visits, I was able to observe various communication problems that impede both customer satisfaction and employee efficiency. I found it very interesting to listen and recognize how the store runs and the many components necessary for its success. To perform my research, I decided to go to the store on the weekends when I know the store is relatively busy and visit the store early in the morning on a weekday and compare the difference in how employees interact with each other and with customers.
After visiting and researching ANGELO’S CDS & MORE on six different occasions I have seen various interactions between employees and customers. One problem in particular between the staff and the customer became evident to me when I first began coming into the store. The store decided to simplify its pricing system by using colored stickers instead of traditional price tags. As a first-time customer the pricing signs were unclear and difficult to understand. This system created a host of questions, and I was forced to ask the staff for help. A young woman named Sarah was very knowledgeable and helpful in explaining that a blue sticker indicated a special deal for that day, as well as explaining the other sticker prices to me. During my visits on two separate occasions, I noticed that customers were forced to seek help from staff members to understand the pricing system like I had. The problem with their system is that it slows down the shopping experience and employees are forced to repeat themselves several times to new shoppers. It was only after I came to the checkout line and saw that there was a sign explaining the pricing system. I recommend that ANGELO’S CDS & MORE simply design more signs explaining the pricing system and place the signs in areas of the store with heavier foot traffic. This solution addresses the problem by reducing confusion and simplifying shopping for the customers. It would be effective because the signs would be there for both new and returning customers. I expect that this solution would result in increased customer satisfaction and potentially higher sales. Additionally, staff members would be able to focus on providing better service and not spend time reexplaining the pricing system.
The second area of improvement regarding communication that I think would benefit ANGELO’S CDS & MORE is that of the location of the staff. On several visits to the store, I witnessed too many employees stationed on the upper floor and not enough on the lower floor. This issue has been ongoing, particularly during peak shopping hours, affecting customer service. The imbalance of employees forces customers to walk upstairs to find employees. I also imagine that customers may not even bother going upstairs with their questions, seeing it as too much of a hassle, further affecting the store's sales. This is particularly frustrating because the bulk of the records are on the lower floor, but the upper floor remains overcrowded with employees who are underutilized. On the lower floor there are also record players for sale, and on one visit a younger man opted to seek my help in selecting a record player because of the lack of employees. This is concerning because record players are the most expensive items in the store. To address this issue, I recommend a staff rotation system that ensures both floors are covered at all times. The store would also benefit greatly from having a designated employee who is knowledgeable about record players.
The final communication problem that I witnessed was between a particular group of employees. On several trips to the store, I have seen the same group of three girls being overly talkative with one another. The issue is being felt not only at the checkout counter where they congregate but also in other areas of the store where customers are seeking assistance and are not receiving the help they may need. I believe a problem like this originates from a lack of clear communication and roles that have not been clearly defined, this being the responsibility of the manager. Another issue that I have seen is that the girls speak very loudly with one another, and costumers are forced to listen to their conversation. Employees being overly distracted can lead to many problems for the store. To address this issue, I recommend the manager begin holding team meetings to convey how he would like the employees to show quality customer service. Another thing the manager may discuss with the team is setting specific times for breaks and socializing, ensuring that employees understand the importance of prioritizing the customers. A final solution could also be to break up the employees and have some of them downstairs and others upstairs limiting their interaction with one another.
To conclude,
the findings of this report highlight the critical role that effective communication plays in the success of ANGELO’S CDS & MORE. The challenges identified—confusing pricing, uneven staff distribution, and excessive socializing—are not merely operational issues; they directly impact customer satisfaction and the overall shopping experience. By implementing the recommended solutions, such as enhancing signage for pricing clarity, establishing a staff rotation system, and fostering a culture of customer-focused service through team meetings, ANGELO’S can significantly improve both employee efficiency and customer engagement.
The insights gained from this analysis underscore the importance of a well-coordinated team in a retail environment, particularly in a niche market like independent record stores. As ANGELO’S CDS & MORE continues to navigate the evolving landscape of retail, prioritizing clear communication and customer service will be essential for maintaining its reputation and ensuring long-term success. By addressing these communication barriers, the store can not only enhance the shopping experience for its customers but also create a more productive and harmonious work environment for its employees. Ultimately, the recommendations provided in this report serve as a roadmap for ANGELO’S to strengthen its operations and foster a loyal customer base, ensuring that it remains a beloved fixture in the community for years to come.