Shift report Saturday, October 24, 2026 · Phones 10:00–18:00
Where you stand
57this shift
- ProtectionFocus of the week32.4%
11 happened · 4 partial · 19 missed · best run: 3 in a row · n/a in 462 moments
- 13:28:00Missinteraction #39
“That's eight hundred and ninety. Do you want a bag?”
Took payment for a new phone without offering a case, a screen protector or cover.
- 15:12:00Wininteraction #56
“You'll want a case and a screen protector on that. Shall I fit them for you now?”
Offered a case and a screen protector before the payment, and fitted them at the counter.
- Trade-in42.9%
12 happened · 3 partial · 13 missed · best run: 4 in a row · n/a in 521 moment
- 12:34:00Wininteraction #31
“Have you brought your old phone? I can value it now and take it off the price.”
Valued the customer's old phone before the price, and the trade-in closed the sale.
- Setup54.8%
17 happened · 5 partial · 9 missed · best run: 6 in a row · n/a in 491 moment
- 16:30:00Missinteraction #67
“There you go. Just back up your old one at home and you're sorted.”
Sent the customer home to move their own data, after they'd said they weren't sure how.
- Use first57.4%
31 happened · 9 partial · 14 missed · best run: 8 in a row · n/a in 262 moments
- 10:26:00Wininteraction #8
“Before we look at specs, what do you use your phone for most? Photos, games, work?”
Asked what the phone was for before talking specs, and found the customer a better camera for less.
- 14:20:00Missinteraction #48
“This one's got the fastest chip and three cameras. It's the best there is.”
Led with specs before asking what the phone was for; it was for calls and photos of the grandchildren.
- Farewell70
2.8 / 0–4 · 1 uncertain · n/a in 40Score anchors
- 0
- Customer left in silence
- 2
- Thanked, but not invited back
- 4
- Thanked warmly and invited back
- Welcome84.6%
66 happened · 6 partial · 6 missed · best run: 17 in a row · 1 uncertain · n/a in 2
Fix these
Offer protection before the payment, every time: “You'll want a case and a screen protector on that. Shall I fit them for you now?” Today that happened for about one in three.
Ask about the old phone before the price: “Have you brought your old one? I can value it now and take it off.” Then say what it's worth before the customer checks online.
Ask what the phone is for before the specs: “What do you use it for most? Photos, games, work?” Then show two, not six.
When it happened
WinMissWhat customers told you
A quiet morning and a queue at the counter all afternoon. Customers were welcomed and could try the demo phones all day, and most were asked what they needed before the specs, but once the counter queued after lunch phones went out without a case, a screen protector or cover, and old phones went unvalued. The blue in 256 was asked for three times and isn't in stock, one customer decided to wait for next month's model, and another left to order online when the phone they wanted wasn't in until Thursday.
A quiet morning and a queue at the counter all afternoon. Customers were welcomed and could try the demo phones all day, and most were asked what they needed before the specs, but once the counter queued after lunch phones went out without a case, a screen protector or cover, and old phones went unvalued. The blue in 256 was asked for three times and isn't in stock, one customer decided to wait for next month's model, and another left to order online when the phone they wanted wasn't in until Thursday.
Moments
- 13:28:00MissProtectioninteraction #39
“That's eight hundred and ninety. Do you want a bag?”
Took payment for a new phone without offering a case, a screen protector or cover.
- 15:12:00WinProtectioninteraction #56
“You'll want a case and a screen protector on that. Shall I fit them for you now?”
Offered a case and a screen protector before the payment, and fitted them at the counter.
- 12:34:00WinTrade-ininteraction #31
“Have you brought your old phone? I can value it now and take it off the price.”
Valued the customer's old phone before the price, and the trade-in closed the sale.
- 16:30:00MissSetupinteraction #67
“There you go. Just back up your old one at home and you're sorted.”
Sent the customer home to move their own data, after they'd said they weren't sure how.
- 10:26:00WinUse firstinteraction #8
“Before we look at specs, what do you use your phone for most? Photos, games, work?”
Asked what the phone was for before talking specs, and found the customer a better camera for less.
- 14:20:00MissUse firstinteraction #48
“This one's got the fastest chip and three cameras. It's the best there is.”
Led with specs before asking what the phone was for; it was for calls and photos of the grandchildren.
What customers told you
Asked for, questioned, complained about, praised, or walked away over — verbatim, from this shift's conversations.
- 10:38:00asked for, not offered256GB, blueinteraction #10
“Have you got the 256 in blue?”
- 11:05:00product questionbattery lifeinteraction #16
“How long does the battery last if I'm on it all day?”
- 11:40:00price objectiononline priceinteraction #22
“I've seen it cheaper online. Can you match it?”
- 12:12:00complaintscreen protectorinteraction #27
“I cracked it in a week, and nobody mentioned a screen protector.”
- 13:05:00asked for, not offered256GB, blueinteraction #35
“Is the blue one in 256 back in yet?”
- 13:50:00lost salenew modelinteraction #42
“If the new one's out next month, I'll wait.”
- 14:08:00product questiondata transferinteraction #46
“Will all my photos and messages move across?”
- 14:55:00praisesetupinteraction #53
“You set it all up for me. I'd never have managed that.”
- 15:35:00complainttrade-in valueinteraction #59
“The website said I'd get more for my old phone.”
- 16:10:00asked for, not offered256GB, blueinteraction #64
“No blue 256 at all? That's a shame.”
- 17:00:00product questionwarrantyinteraction #71
“What happens if it breaks after the first year?”
- 17:40:00lost salestockinteraction #77
“Out of stock till Thursday? I'll order it online.”
Recurring patterns
- The blue phone in 256 was asked for three times, at 10:38, 13:05 and 16:10; nobody offered to order one in or to hold the next delivery.
- Of the thirty-four phones sold, nineteen went out with no case, screen protector or cover offered, most of them after lunch; one customer came back with a screen cracked in its first week.
- Old phones were valued before the price on fewer than half the sales that had one, and a customer was told less than the website had promised for theirs.