Two weeks notice

One of the busiest periods in retail is Christmas, and so The Company, in trying to keep things under control, has a strict policy of no leave for store staff in December: for casuals or managers. Thus, anyone who plans on going on holidays must either take their time off earlier or later, and make sure they have their leave approved well in advance. Others just quit. With such a hardline policy against allowing leave over the holiday period, most staff will choose their holiday over working long, late hours and serving stressed, cranky customers.

The Company policy doesn’t allow staff to come back once you quit over the holidays - if they did, it’d just be like approving leave for the holidays. I think it’s more out of spite than anything else. Though I think they might reconsider if the staff member had been ‘valuable’ and highly skilled and long-serving and they were desperately short-staffed. However, if you quit at any other time of the year for whatever reason, you may be welcome back. There are now several staff who have quit, gained other employment in retail, only to have come crawling back.

I was considering going on a brief 5 week holiday from the end of November til early January, and was faced with the dilemma (ooo, tough one!) of the (im)possibility of being granted leave, or whether I’d have a job when I came back. Quitting for me was not an issue, as I’m sure I’d be able to find similar/better employment somewhere else relatively quickly, but I felt bad that I’d just started training at HO with the intention of covering for Helena when she went on holidays over January.

I felt obligated to Gemma, who had shown faith in me for suggesting me for the position, and also to Helena and other HO staff, for putting in the effort to train me. I know it’s not easy training new staff, and there is considerable inconvenience to many staff not directly involved in my training. Sharing an office with Grant, National Sales Manager or something like that, I was privy to a few phone conversations which I probably should’ve tried harder to ignore. He was going off to Gemma about one of her staff that wanted leave over Christmas- basically, to quit and come back, as she had been working in the warehouse for several years before now working in stores. The gist of it was, there was no chance in hell that she was going to be approved leave. Which left me more than a little apprehensive. I wanted to be sure I gave the appropriate length of notice so that they could possibly allow me to go on holidays and return to my position in stores and in HO over January. If not, I would also want to give them a reasonable amount of notice to find someone else to train in HO and I could finish my shifts with 2 weeks notice. I am loyal, to some extent, to The Company, but I also understand that this is the fickle world of retail, and that we are all basically expendable. Having worked there for so long and being given such responsibility, I am also (I like to think) highly employable.

Well, after all that, the holiday plans fell through, and I won’t be going away probably until I graduate... So I’ll be able to put in the hard yards over Christmas and really suck up to and impress The Company. I really was looking forward to another Christmas and post-Christmas sales period at The Company. Can’t wait. I was looking forward to seeing how far I could push my luck and whether or not I would be granted leave!

A second chance

I've been more than just a little apprehensive about having Charlene as our AM again, especially with the departure of Andie and several other staff I was fond of. Christmas is coming, and that last year's experience hadn't helped to ease my tensions either. I haven't seen her since she left our region earlier in the year...or since I changed regions to get away from her, but I've decided to be more compensating and give her another chance. A clean slate. Having worked in HO, I can understand the pressures they are under- required minimum store visits, day sheets outlining what they've done all day, trying to coordinate our bare minimum staffing levels while trying to hire more people, etc. I know it's not an easy job, being an AM, I suppose I just judged her the poorer for being different to my past AMs, Gemma and Natalie. Different people, different personalities.

Trying to coordinate my training at HO with my rostered shifts and shift covers in stores, Charlene was helpful, and tried to coordinate things with Helena and get me to finish some training. And I was worried about not being able to find a cover for stocktake next Tuesday when I have training at my new job that I'm really excited to get to. I was so frustrated and sick of it all today that I gave up and just emailed Charlene and our Administrator that I haven't been able to find a cover but I was willing to come in at 8 or when my "appointment" was over. Charlene emailed back later that day and said I didn't have to come in at 8! Woohoo! I was so relieved and excited. That was a major load off. I know it wasn't exactly my responsibility, as it was outside my availability, but I had ok'd the shift when the roster came out. I really tried to find a cover, but as usual, no one is available or willing. It's nearing exam times and many of us, me included, are extremely busy. I hope she can find someone to work with Angela to do stocktake. It'll be a long shift if she has to do it alone...

So maybe Charlene did know that I didn't exactly think very highly of her when she last had to deal with me. I haven't exactly been Employee of the Year material at The Company. We wondered what it must be like to know that so many people hated you. As an AM, to not be respected by your staff, to the point that many of us openly disliked her. Perhaps she wasn't as oblivious as she appeared to be and has been making an effort to change. I try to be understanding and like to treat others as I'd like to be treated, and that's something I'm still working on. I've always tried to help out in covering shifts and finding covers when myself or other staff can't work a shift, whether it's due to their own issues or due to mistakes in rostering. It's nice to finally get some back. So far, I haven't had any issues with Charlene, and here's hoping it continues to stay that way.

Training

A few weeks ago, I was contacted by my previous AM, Gemma, for a temporary position in Head Office, as Helena, one of the staff was going on leave in January. She suggested me as she thought I had a good understanding of The Company and its functions, with time sheets, budgeted hours, staffing, etc. The position also required some understanding of computers and Excel spreadsheets. I'd say I'm competent, but not overly knowledgable of computers, spreadsheets and formulas. I was flattered, but also had to acknowledge that she probably had few choices for a temporary cover.

Things to consider:

• we need someone to be available at our beck and call. It's only a temporary position to cover staff going on holiday, so we don't want to hire anyone specifically for the position. Hiring and training are expensive! -Perfect, I'll be on full time availability and want heaps of hours from mid-Nov til March uni holidays, so we can get Ranter to come in and then send her back to stores when we don't need her.
• we need someone who is eager to please and might possibly want to move up in The Company (kiss more butts to get more privileges). -Hey, I'm not that much of a brown nose, but do want what I want, when I want it. And I'd welcome the opportunity to meet the Owner and other HO staff, so then I can vent to them face to face. And they can meet the infamous whinger too.
• we need someone that's experienced with The Company and has probably been around for a while. -Not many more of us left. I'd say Andie was the obvious choice before me, having done everything for The Company: training, admin, etc but she finishes in a few days. Or some other store manager would've done it, but oops, not many of those. And even less that are more than a few months old.
• if we train them now, what's the possibility of them sticking it out til January next year? 3 months, and the Christmas/holiday period is a long time in retail in The Company. -I've been there for 2yrs now and taken a lot of crap, so chances are, a bit more won't deter me.

So I was contacted about the 6/9 or a bit before, and had organised to do training the following Thursday at HO. I was already rostered to work at Innaloo then, but Gemma (previous AM) said I could tell Lauren (our then AM- confused yet?) to find a cover for me, seeing as I needed to get trained at HO, and if we couldn't cover the shift, Lauren could work in store for Linda's (store manager) cover, and then I'd come back and finish the rest of my shift from 4-9. Fair enough. Sounded alright. There was plenty of time. I contacted Lauren, and her reply was: "I'll get you to find the cover please". WHAT THE!? I was NOT impressed. I knew there would be no one to cover the shift. Staff have been having major problems covering their shifts lately. The new/old stock issues aren't helping either.

Of course, I couldn't find ANYone to cover me, so Linda had to close the store to go on her break, and I took an hour to get to Innaloo from HO and finished my shift from 4-9. Fun. Lauren had given up on us already.

So I managed to get 2 hours of training done at HO and still don't really have much idea about what the job entails. I'll be doing productivity reports and be working with time sheets so we can figure out staff costing and something like that. Reports on all of The Company's AMs (Australia and NZ wide) and how their stores and staff are performing, I think. Should be interesting to see how Charlene's stores are going. And get all the inside juice on the scandals and gossip of The Company and its staff. Honestly, that's all we want when store staff go to HO.

I was supposed to have a full day of training the next day, Friday 15th, which I was looking forward to, seeing as I'm to be starting the position THIS WEDNESDAY, which everyone had neglected to tell me. Great, thanks for nothing. Of course, I couldn't even fit in a few hours training as I was called in by Charlene (current AM) to cover at Sunshine (new name for my previous store) and then we got hit with a huge delivery of stock. Charlene had to negotiate with Helena my hours and training, as obviously the stores needed me straight away, even though I had training that I needed to do.

So I haven't had the time or energy to post lately as I've had to cover shifts all over the place, deal with stock issues and have been very stressed trying to find my own covers so that I can finish my training (as of course, I can only do it on the days I'm already rostered to work in stores). And there is no one to cover me. Lucky for me, this time Pete has pulled through and has agreed to cover two of my uncoverable shifts this week. So I'll next be in HO all day Wednesday to "finish off" my training, ready to do whatever it is I'm expected to be doing. I'm a bit apprehensive to say the least.

Well, suffice to say, I'll be glad to get away from the customers occasionally, but will also not "sell out" on the rest of the retail staff and work full time in HO, as some of my comrades had feared. We've lost a lot of good staff through internal poaching.

I'm taking on the position to do something different, and to guarantee hours over the holidays when everyone will be available full time. Though I have been rethinking my future and have also just been offered a job at a major supermarket chain! They're open a lot more hours (6AM-midnight) so I thought I'd apply for a night fill position there to get more hours (especially over the holidays) at a higher rate of pay. Unfortunately, they have scheduled the induction training next Tuesday, and I have been rostered outside my availability to do stocktake. Again. It's not the first time that they've rostered me to do stocktake (seeing as no one else is available or willing, or able) outside my availability. I said no before, but ok'd this time, as I'm on holidays next week. Perfect timing. But now I've double booked myself. I really hope someone can cover my shift. I've always willingly covered shifts, and will probably go in tomorrow to help Robyn with stock, so here's hoping someone will pull through for me.

She's BACK!

A post about staff, and sometimes, Area Managers moving around. One of the girls called herself a The Company whore, as she'd worked at almost every store in the metropolitan region. I'll also reintroduce a returning AM.

Things at The Company can be far from consistent. Especially during Christmas and holidays, when things get busier and staff are forced to leave, as casuals are not allowed leave in December-January. Fair enough, as that's when it's busiest, and other full time staff are able to take leave (though not store managers, I believe) then as well. Last year, we lost a good batch of experienced staff, as they went on overseas trips over the holiday period and had to quit. Others also graduated from university and are working in their respective industries. Of those that went overseas, they have since found other work at such reputable fashion labels as Hugo Boss, Esprit and Country Road. We are indeed expendable. So it can become quite hectic and short staffed, to say the least. We also usually train new staff before the busy sales period, which generally starts around November. So the busy stores, combined with short staffing, new and inexperienced staff and lots of stress will start in the next few months.

All the above, and then with staff's vastly different and always changing availability, we are then required to move around and work at different stores. That's usually fine. I've now cut down my rostered hours to a maximum 15/week and that's enough for me. The way I see it, it also frees me up to cover shifts where necessary. But only working at Innaloo for a few days a week, I must say, as I'm not there to follow things up, it can lead to a lack of accountability. Some staff are split between two, sometimes even three stores within a week. Often only working a few hours at one store and then a few hours here and there at another.

Despite our best efforts, it can be hard to stifle our lack of care. Because really, even though there is a list of things to get done for the next few days or whatever, 'non-regular' staff will not be there again to follow it up, so realistically, they don't care that much. I generally do care about how all our stores are run, and will endeavour to fix things up and get things in order if there is no manager or there are new staff, etc, but there is only so much one can do in a 7 hour shift. Alone. If I were to one day become a manager, I'm sure I'd be obligated (for the sake of my own sanity at least!) to put in overtime (most likely unpaid) to fix things up and get everything in order and to my liking! Our stores are set up pretty much the same, but there are always the little things that always stump you. Like where the sticky tape or pricing gun is at any particular store. I must admit that when I am frustrated at someting at a particular store, I won't always bother to change it because really, "who cares, I don't work here anyway!" or "who cares, I'm not going to be back here for a while anyway!" So-and-so can fix it up to however they like it displayed, etc.

On another note, our current Area Manager, Lauren, will be leaving our region to preside over the city stores region. It's much smaller, with only a few stores to manage, so should be easier for her, seeing as she's new and all. We're talking what, 2 months new? At least she seems nice enough and eager and enthusiastic. Though some staff think her incompetent, I'm keen to give her a go, and with time, think she'll get it right. Eventually. But at the moment, she seems to have given up on our region, and isn't exactly going out of her way to help us out or fulfil her AM duties. When she joined, two retail stores had since closed, and the stores were shuffled around to accommodate our new AM, Lauren. We had previously been under the superior leadership of Gemma, who's been with The Company for some 7+ years or so...

I had been working exclusively at my previous store (before moving to Innaloo) for some 8 months or so as I had major issues with our AM, Charlene, so they probably figured it'd be easier to move me to a different region with Gemma.

Charlene, Charlene.

Charlene started at The Company about 4 years ago, and quickly rose to Store Manager and then Area Manager positions. Apparently, one particular gentleman in Head Office was quite fond of her. This is something I heard in store, so may or may not be true. I'd say the source is pretty credible though. For some reason, she then left The Company for some 2 years and joined the team at a young women's fashion and accessories chain store, before rejoining us recently. As an AM, she was moved around a bit, and before coming to take over from Natalie (our AM who had diligently started as a casual during uni, then moving up to AM in her 6-odd years of loyal service to The Company). Charlene was previously based in New Zealand to manage the few stores just recently opened there.

The regions had been shuffled before, but I had personally never been under the managership of anyone but Natalie. Natalie was tough, but respected. She put in a lot of work for The Company and was pretty much always available to help when on call. She hired me, and had faith in me. Natalie left mid-last year, as she had been offered a better position somewhere else, where she would have a lot more responsibility with range development and she now has ample opportunity to travel overseas. And she now drives a huge Toyota Kluger, which beats the Hyundai Elantra hands down.

The arrival of Charlene was met with some apprehension, as The Company was in a bit of turmoil having just demoted several other long-serving AMs as well as various head office staff. These staff then moved into stores, so also ended up taking up some of our shifts and hours as well. Not many staff knew much of Charlene to begin with, as she was based in NZ, but we hoped she would be as good as Natalie was, being experienced in The Company policies and how things were done. Well, we should have all just changed our availability then, so as to avoid dealing with her wherever possible.

Perhaps time has been an amnesiac, but I can't remember any positive things ever having happened as a result of her coming to manage our region. Sure, it was a hectic time over Christmas with the majorly stuffed up stock levels and sales, which were out of our control, but her being heartless, demanding and completely lacking in compassion and understanding didn't help much either. With so many boxes of stock arriving and needing to be unpacked, and many new styles to fit in when there was no more space, no generous increase in staff hours (yes, we're still expected to do all of this and serve the 20-odd customers as well), as well as then having to pack up and consolidate to clearance stores the same stock just received days ago, our stores were not looking their best. Needless to say, the staff were also extremely stressed. Many casuals, as students also had exams and assignments, store managers were expected to train several staff at a time while getting little increase in staff hours, so they had to train the newbies and serve customers and deal with all the stock issues, as well as complete all the store tasks and endless paperwork, pretty much alone and without any support.

Charlene would come in every week or so to do store reports and was openly critical of the state of our stores and the staff for not being able to get everything done 110%. I had never seen staff morale so low as it was under Charlene. She criticised staff in front of customers, gave many of us "formal interviews" (like a formal warning, three strikes and you're out) for issues that were out of our control while offering little support as to how to deal with our stock and staffing problems. Being stingy with hours leads to disgruntled staff. Further cutting back hours during busy sales periods, that is, sending staff home when the staff remaining are obviously swamped and will continue to be so for the rest of the shift, also does not make for happy staff. I felt bad leaving Jane during a busy weekend pre-Christmas rush, but I am also not staying back at work when I am not going to get paid.

Charlene had appointed Stephanie, the manager at Nevertire to call up her region's stores and check to see if we were on track to making the day's budget. If we weren't, then staff hours would be cut. It didn't matter that we had 30-40 boxes of stock on the floor, or that the stores were still extremely busy with customers, if you weren't 2/3 of the way there or whatever measure it was that they were using, someone was going home. As casuals, that was usually us. So we weren't getting regular hours either. Paging Charlene for authorisation to be paid (AMs must authorise the pay for any extra hours, that is non-rostered, worked) for extra staff to come in to help with stock or customers, was out of the question.

Inevitably, the stock situation- receiving, transferring in, unpacking and displaying stock, and then having to remove, untag and pack up and transfer stock out again within a matter of days or weeks; got so bad that many stores had to schedule "stock unpacking nights" and staff were invited to bring in their friends and family to help out. Seriously. They would be paid the requisite award wages. There has been some reluctance at The Company to pay for hours outside store open hours, as there is no direct opportunity to make money. So if staff requested to stay back for half an hour to tidy after close or to cash up, there was little chance of it getting approved and the staff getting paid. Another one of the reasons why we're not paid to cash up and which I have raised in my most recent acerbic Staff Feedback submitted. So to have to organise stock unpacking nights, where staff would stay behind to pack and unpack stock was not only unprecedented but also a blinding sign that something was obviously very wrong.

Well, the constant unreasonable demands and pressure Charlene put on staff, as well as her condescending and arrogant attitude eventually got to many staff. Stephanie, like Jane had been training several new staff and had difficulty coping with the pressure and Jane quit early January, Stephanie shortly after, and joined us at our store in her last month. James, co-manager at my store with Andie, took over the manager position at Nevertire, and soon found it too difficult to manage. He was put under a lot of pressure by Charlene to pick up the store's performance and appearance, and not coping, rather than offerings of help and advice, received several formal interviews for petty issues so that he was eventually demoted to a casual position. James was demoted even though there was no other manager available to take over. So several 'lucky' staff, who were back to full time study, were suddenly working 30-hour weeks. The constant changing and lack of managers and constant, experienced staff had led to a disorganised store and demoting James was not helpful at all but to serve their own egos.

I'd also had my fair share of run-ins with Charlene. As an experienced casual, The Company could rely on me to work at several different stores and still work hard and get things done. Sure, I'll get things done, but I want to be paid for it. And therein lay the issue of the conflict between myself and Charlene. She wouldn't pay me. I had to drive for over an hour to pick up a store key, and she wouldn't authorise my pay. I was livid. I had late customers and had to cash up, and she wouldn't pay me for the extra half hour or so. We needed extra staff hours and she never allowed it. I was working extra hours for whatever reason, and she refused to pay me. I calculated that at the end of it all, when I refused to deal with her any longer, she owed me at least $250 in unpaid wages. And that wasn't even including overtime.

I felt that Charlene didn't care about us and was arrogant and self-serving. She was a miser with hours, keeping well under the budgeted hours even though we were allowed extra unrostered hours, as she wanted to keep staffing costs down so as to maximise profits and protect her own bonuses for performance. There were countless shifts and hours when we were unknowingly scammed out of our overtime pay, and paid our regular award wages. I personally don't have any good things to say about her, which as those who work with me will know, won't stop me from saying nothing at all! Surely in the 7 or so months that she was our AM, she must've known that we all hated her. And we always wondered what it'd be like to have so many people hate you and then not even care. It's hard to find enough superlatives to describe our feelings towards her. Hate is strong, but perhaps not strong enough for some staff. She was passionately abhorred, loathed, despised and detested region-wide.

Things haven't exactly resumed normality, and The Company is changing for the cheaper, so I am quite interested in seeing how Charlene is welcomed back to our region. Admittedly, many of the remaining staff are so new that they have not met her (such is our staff turnover), but have heard about her! I know I for one will now be confident enough not to take any of her crap and will ensure that none of the other newer staff are pushed around by her either. I am currently in the process of stirring the pot some more (see the link and following post "Update" as well) and am campaigning for fair pay for our work. I should be very interested to see if they have taken any of our feedback on board and reassessed her performance and to see if she has changed at all.

She'll be rejoining us shortly, coming back from having been moved to the Northern New South Wales-Queensland region. I'll be sure to keep posting updates as they occur!

Whatever happened to?

Well, the shift at Beverly Hills on Wednesday wasn't too bad after all, I got quite a bit of work done, helping Chris to remerchandise the store in preparation for the catalogue and transferred all the new shoes we received an hour before I left. We haven't received that stock at my regular store yet, so I think it'll arrive today. I have to leave for work in just less than an hour.

So what happened to Chris' lunch cover on Tuesday? New trainee didn't turn up? What was her name again? Doesn't matter, because she QUIT. She found a full time job and didn't bother to finish out her rostered shifts nor tell anyone that she wasn't turning up to the day's shift. Yeah, thanks for nothing. Chris was a bit peed. He couldn't believe that she didn't even have the decency to at least let someone know. We were discussing her going AWOL on him. He's a nice guy and didn't want to think badly of her before that, but I think he may have actually been worried about her not turning up to her shift. She was uncontactable (but I was, which is how I got roped in) so they were left wondering if she just didn't know (though I think they know she did) of her shift, or something terrible happened to her.

I've seen it countless times before. New trainees just quit, don't bother telling anyone and leave us all in the lurch. You don't know if they're dead, had an accident, whatever. There was a girl who was being trained by Jane* with Pete (cool guy), she was also working at a hardware store at the time, and she didn't turn up to her shift at Nevertire and no one ever heard from her again, it seems. Talked about it to Pete (still with us) and it's like, 'oh yeah, I never saw her on the rosters again and was wondering what happened to her'. She seemed pretty good at the time, quick, efficient, caught on quickly. Oh well.

So it's like they say, we're not overly friendly with new trainees as, in my experience, not many of them make it past a month or so. If they make it past their training and finish their new staff training tests, there's a chance, but we just have to see if they stick it out a month or so before we can acknowledge em as one of our own and rely on them. Yes, we, and I am generally nice and welcoming, as I don't want them to quit either, but they still have to prove themselves to some extent. Like, not be completely incompetent.

In my two years, I've seen a lot of staff come and go. Our delivery guys even comment that each time they come in (every day), there's someone different. Not surprising. Andie and I were trying to compile a list of all the people she's trained in 2.5 years. We got to about 35 (there must've been more, but we can't remember them all if they quit within a week), and about half of those people had since quit. I was still there, at the top of the list as one of her first few trainees that's lasted the longest.

So after seeing many of my coworkers that I really enjoyed working with left, it's a bit disheartening to sometimes call a store, like one I used to work at regularly, and talk to a complete stranger each time. Oh well. One day, someone will ask that about me I guess.

"Whatever happened to Ranter? Didn't she work here for like, 2 years or something?" (2 years for front line staff is a long time in The Company.)

*Jane was a manager at Mooball, where I was working in the lead up to Christmas, then I got moved, and later found out by going through sent emails at Nevertire, that she'd quit. Another one bites the dust. She was a new manager given the reins of a difficult store to manage, and was eager to please. She quickly became a training manager and even did well in tests and became eligible for significant monthly bonuses.

This was during a really hectic time when stock and staff were all over the place and The Company couldn't get anything right. We had Charlene, a real b$*% of an AM (more on that later, you may recall she was the reason I moved to Sunshine, my current store, 40mins away from my house, whereas Mooball, Nevertire and others are about 15-20mins away). Basically, there is no nicer way to describe her. I haven't heard a single nice thing about her. Everyone I talk to hates her. Even people who've never met her had heard nasty things about her. Needless to say, news spreads fast in The Company. What do you think we do when we are forced to work by ourselves and deprived of normal human contact?! Anyway, she was putting heaps of pressure on Jane (who had been diligently trying to run a huge store during Christmas and train several staff at the same time, while trying to cope with the shocking mismanagement of stock by Head Office) and on many other staff as well, and it was not a pleasant time to be working at The Company.

Jane was about my age, had just finished uni, can't remember what she studied now, I think it was zoology or something, and this was her first 'real' full time job. Obviously not in her field and what she slaved at uni for for 3 years. She and her partner had just purchased a house and she needed the job to pay off the mortgage (yes, at 21) and I got the feeling things were a bit strained financially and relationship wise. The guy wasn't pulling his weight financially or something...