March 14, 2025/Midnight

Erie, PA.- Behind the scenes at Boscov’s; the reality of retail sales A new form of hustling is already in progress before the first consumer enters Boscov’s establishment. What is the actual cost of maintaining a massive retail company on a daily basis? All department’s employees are assembled in the furnishings section for the daily meeting at 7:20 a.m. It’s a behind-the-scenes planning session when sales targets are established, strategies are improved, and staff members are inspired to provide a memorable shopping experience. It’s more than just a standard check-in.

Jim Bornes, a department manager in the gardening and suiting divisions, says that smiling is a requirement of the job. “The difference between someone walking away empty-handed and someone making a sale is a friendly face.”

These meetings are more significant than just the data. Workers are informed about approaching sales, product placements, and promotional offers. A large amount of the meeting is devoted to credit card sign-ups, which give staff a little $2 commission in addition to financial benefits for the business.

The morning meeting; more than just numbers

According to the company’s website, Solomon Boscov, a Russian immigrant, started the company in 1914 as a modest peddling business in Reading, Pa. He built it into one of the biggest family-owned department stores in the United States, which is renowned for its high-quality goods, reasonable prices, and close ties to the local community. The assistant manager sets daily, and monthly sales targets every morning, stressing the value of consumer interaction and the signing up of Boscov’s credit cards. To accomplish these goals, managers promote teamwork and explain how achieving them adds to the store’s overall success. The credit card program, which provides unique discounts, financing choices, and rewards points, serves as a reminder to staff that every customer interaction is an opportunity to foster store loyalty. Approaching consumers is made simpler using training sessions when managers share successful techniques. Senior employee Rodgers Bray, who has worked with the company for 27 years, stated that although selling credit cards isn’t always simple, customers are more inclined to sign up when they are aware of the advantages. Staff members also use these meetings to exchange advice and talk about difficulties, creating a cooperative and encouraging atmosphere.

Juggling customer service and stocking duties

Following the meeting, staff members greet clients, open registers, and start unpacking shipments. Employees must strike a balance between stocking and serving customers, even if organizing large boxes of merchandise can take hours. The contents within each box must be scanned, marked, and arranged in accordance with a carefully constructed retail layout that aims to increase sales. Workers are taught to put clients first, often leaving partially opened items behind the counters to help a customer who is looking for a certain shoe size or wants to know whether there is a sale price.

Rodgers Bray, a longstanding associate, stated, “Some days, you barely finish unpacking because you’re constantly helping customers.” “You feel like you’re being pulled in a hundred different directions, but that’s normal in this workplace.”

High-margin products are positioned at eye level and best-selling items are close to entrances thanks to strategic product placement. Workers must also be informed about the latest discounts and promotions, as these are subject to change on a regular basis. This involves changing sale tags, keeping an eye on price changes, and ensuring that clients are aware of the greatest offers. Paying close attention to details is essential because mistakes can cause confusion at checkout.

The organization behind the scenes

Every item must be price-checked and labeled using portable scanners when it arrives, which happens Tuesday through Saturday. Because prices fluctuate frequently due to ongoing sales, accuracy is crucial. Workers are also in charge of inventory control, making sure that in-demand items are consistently available. To satisfy consumer requests, this entails routinely inspecting stockrooms, updating inventory systems, and occasionally even phoning other retail locations.

Jim Bornes revealed, “We’re always scanning, printing, and tagging during big sales.” “Because customers are already grabbing items before we’ve finished stocking them, it feels like a race against time.”

Additionally, store layout helps customers navigate the store, which increases the likelihood that they will make multiple purchases. High-traffic sections are thoughtfully planned to highlight discounts, seasonal goods, and new arrivals. In order to keep the store interesting and fresh and to promote return business, staff members frequently switch up the displays. Music, lighting, and advertising are all carefully chosen to improve the shopping experience and increase sales.

“It’s rewarding but exhausting to set up big sales like Black Friday,” Bornes remarked. “It’s satisfying to see the rush of customers and know you contributed to that.”

Customer service; the heart of retail

To effectively respond to questions about costs, merchandise, and special offers, staff members need to be knowledgeable about every department. This information is derived from practical experience and regular manager-led training sessions. Employees are expected to be able to easily explore the entire shore, whether they are assisting a parent in finding children’s clothing, pointing out the correct shoe size, or discussing an offer in the electronics department.

To provide exceptional customer service, workers must go above and above. This would be assisting clients in finding items in other departments or checking inventory for out-of-stock products. When an item isn’t available, staff members must escort consumers across the store, call other locations to hold items, or even offer alternate products.

Customers are satisfied and more likely to make a purchase when they can discover what they need quickly, according to Rodgers Bray. “Building trust is more important than just closing a deal so the customers will return.”

Employees are also taught how to professionally manage challenging circumstances; such client returns or complaints. This could involve dealing with a difficult return, calming an angry client, or providing store policies without upsetting them. Role-playing exercises are frequently used in training sessions to teach staff members how to remain composed and upbeat under stress.

“There are new challenges every day in retail,” Bray said. “Customers depend on you to provide them with a positive experience, so you must be patient and resourceful.”

Especially during major sales events, staff members also help consumers with pricing modifications, applying discounts, and outlining alternatives to financing. Even the most difficult transactions will conclude well thanks to this quality of service.

Conclusion: recognizing retail’s hidden effort

Retail is more than just transactions. From greeting visitors to managing inventory and perfecting displays, Boscov’s staff ensures a seamless shopping experience with dedication and precision. Every task, big or small, contributes to the store’s success.

Consider the invisible work that goes into the shelves and smiles the next time you go shopping. Retail staff members are the foundation of the business; they frequently put in long hours and go above and beyond to make sure that consumers are satisfied.

“Retail is about connection,” said Rodgers Bray. “A smile can make all the difference.”