The secret shopper will get the names of the employees they interacted with and write a brief description of them. In the café, the baristas are to make sure names are on all cups, make sure they are attempting to upsell to the customer (add shot, flavor, or food item), and that all tables are wiped down, etc. They go through a checklist of things on the secret shop reviews. On the book floor, they check to see if a bookseller approaches them and helps them without the shopper having to approach them. The review is based on two sections: the book floor and the café. The company started wasting money to hire “secret shoppers” to come into the stores about once a month to observe the store and score them based on what they saw. A bookstore should sell mainly BOOKS – not cheaply made collector’s toys that every other store on the planet sells. These items have taken up a huge portion of the stores’ selling space. They purposely allowed themselves to lose money over café items in hopes that employees could upsell to them successfully every time.ī&N has essentially turned into an FYE store, selling Funko Pops, board games, and other toys.
Keep sharp at barnes and noble free#
The more popular ones were the “$2 off any drink” and “Buy 1 get 1 free cookie” coupons. They also started printing off coupons after every transaction for the café.
Memberships are one of the main things keeping this company alive. They began implementing “contests” for employees, where the employee with the highest membership percentage would win something small ($5 gift card, a drink from the café, etc.). Why is Barnes and Noble continuing to lose money when they are the last big bookstore chain the United States? Current staff members and managers disclosed to Good e-Reader exactly how dysfunctional is it.Ī couple of years ago, they began pushing sales of their overpriced, $25 membership even more – to the point where it was the only thing discussed in employee morning/evening meetings. Over the course of the entire year of 2017 sales fell 6% to $3.7 billion and Barnes and Noble recorded a net loss of $125.5 million compared to a profit of $22 million the year before. Barnes and Noble had a horrendous holiday season and the entire bookstore chain experienced declining sales of 6.4% as compared to the prior year.
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