Shift report Saturday, September 19, 2026 · Shoes 10:00–18:00
Where you stand
61this shift
- Returns policyFocus of the week25%
10 happened · 6 partial · 24 missed · best run: 3 in a row · n/a in 562 moments
- 12:40:00Missinteraction #34
“That's eighty-five. Receipt's in the bag.”
Rang up an eighty-five pair in the lunchtime queue without a word about returns.
- 16:12:00Wininteraction #72
“You've got 30 days to bring them back, as long as they've only been worn indoors.”
Said the returns policy at the till without being asked, with the one condition that matters.
- Needs first57.7%
30 happened · 8 partial · 14 missed · best run: 6 in a row · n/a in 441 moment
- 13:02:00Missinteraction #39
“These are really popular, you'll love them.”
Recommended the bestseller before asking what the shoes were for; the customer wanted them for running.
- Open approach63.7%
51 happened · 11 partial · 18 missed · best run: 9 in a row · 1 uncertain · n/a in 162 moments
- 10:24:00Wininteraction #8
“Looking for something for work, or for the weekend?”
Opened with a question about what the customer needed, and it started a real conversation.
- 14:15:00Missinteraction #53
“Can I help you?”
A closed question that invited a no while the shop was busy; the customer left without trying anything on.
- Farewell78
3.1 / 0–4 · 2 uncertain · n/a in 52Score anchors
- 0
- Sale completed in silence
- 2
- Thanked, but not invited back
- 4
- Thanked warmly and invited back
- Stock checked80%
24 happened · 2 partial · 4 missed · best run: 11 in a row · n/a in 661 moment
- 11:05:00Wininteraction #20
“Let me check the back for a 39. Two minutes.”
Checked the stockroom instead of guessing, and came back with the size.
Fix these
Say the returns policy at the till on every sale, queue or not: “You've got 30 days to bring them back, unworn.” Today it was said on one sale in four.
Ask what they're for before recommending: “Is it for work, or for walking?” Then pick the pair.
When a size is out, offer to order it in: “I can have a 39 here by Thursday. Want me to put one aside?” It was asked for three times today, and nobody offered.
When it happened
WinMissWhat customers told you
A steady morning and a rushed lunch. The approach held while the shop was quiet and stock questions were checked rather than guessed, but once the lunchtime queue built, the returns policy all but disappeared at the till and recommendations came before questions. Size 39 was out all day and asked for three times, and a customer who wanted a 44 left for another shop.
A steady morning and a rushed lunch. The approach held while the shop was quiet and stock questions were checked rather than guessed, but once the lunchtime queue built, the returns policy all but disappeared at the till and recommendations came before questions. Size 39 was out all day and asked for three times, and a customer who wanted a 44 left for another shop.
Moments
- 12:40:00MissReturns policyinteraction #34
“That's eighty-five. Receipt's in the bag.”
Rang up an eighty-five pair in the lunchtime queue without a word about returns.
- 16:12:00WinReturns policyinteraction #72
“You've got 30 days to bring them back, as long as they've only been worn indoors.”
Said the returns policy at the till without being asked, with the one condition that matters.
- 13:02:00MissNeeds firstinteraction #39
“These are really popular, you'll love them.”
Recommended the bestseller before asking what the shoes were for; the customer wanted them for running.
- 10:24:00WinOpen approachinteraction #8
“Looking for something for work, or for the weekend?”
Opened with a question about what the customer needed, and it started a real conversation.
- 14:15:00MissOpen approachinteraction #53
“Can I help you?”
A closed question that invited a no while the shop was busy; the customer left without trying anything on.
- 11:05:00WinStock checkedinteraction #20
“Let me check the back for a 39. Two minutes.”
Checked the stockroom instead of guessing, and came back with the size.
What customers told you
Asked for, questioned, complained about, praised, or walked away over — verbatim, from this shift's conversations.
- 10:31:00asked for, not offeredsize 39interaction #10
“Got these in a 39?”
- 10:52:00product questionwaterproofinginteraction #15
“Are these all right in the rain, or do I need to spray them?”
- 11:28:00price objectiontrainersinteraction #23
“Is it cheaper online? I saw them for less.”
- 12:10:00complaintsoleinteraction #30
“The sole's already coming away. I've had them three weeks.”
- 12:48:00asked for, not offeredwide fitinteraction #36
“Do you do these in a wide fit?”
- 13:20:00lost saleblack onlyinteraction #42
“Only in black? OK, I'll leave it.”
- 13:55:00asked for, not offeredsize 39interaction #48
“No 39 in the brown either?”
- 14:40:00product questionreturnsinteraction #59
“Can I bring them back if they rub?”
- 15:22:00praisewalking bootsinteraction #65
“These are the comfiest boots I've bought in years.”
- 15:48:00complaintfitinteraction #69
“I was told they'd give a bit. They still pinch.”
- 16:35:00asked for, not offeredsize 39interaction #78
“Still no 39? That's a shame.”
- 17:30:00lost salesize 44interaction #89
“No 44 at all? I'll try the place down the road.”
Recurring patterns
- Size 39 was asked for three times, in two styles, and was out each time. Nobody offered to order one in.
- The returns policy was said on most sales in the quiet morning and on almost none once the lunchtime queue passed three people.
- Fit came up three times: a wide fit, a pair that might rub, a pair that still pinches. Nobody suggested trying another style on.