Interview with M&S

[imjusthereforthegin]

I have been invited for an interview for a Customer Assistant at M&S. I have to attend ten minutes before to look around the store as part of the assessment and be asked to share 3 things i have observed whilst in store that could improve the customer experience. Does anybody have any ideas of what to look for? Is it ok to comment if areas don't look clean or tidy? I'm just worried in case I cause offence.

Well done you! Yes they are good suggestions, when you work somewhere you may not notice things like that.

It’s important if areas don’t look clean and tidy, so yes comment.
You could also comment on:
Whether there is a seating area for weary customers
Sufficient signage
State of the toilets
Presentation - eg clothes neatly on hangers, jumpers folded
Staff - how you were greeted and made to feel welcome
Sure others will come up with more.
Good Luck!

Too many hangers on a clothes rail - makes it difficult to browse. Look at positioning of related items - e.g. if someone is shopping for holiday do they perhaps have to walk mile between swimming costumes, flip floos, sun hats and sunglasses?

Mirrors, never enough mirrors in M&S.

Are any of the aisles blocked by restocking crates?
Any items out of date? (Yes, I have found out of date items on M&S shelves)
Any empty shelves?
Long checkout queues?

As a frequent customer these are all things that I have encountered and found annoying.

Just editing to say this is a Foodhall.

Also, I recently visited a very large store, and couldn't find a till, nor any signage as to where to pay. I walked through the entire store to the Foodhall, and paid for my socks there. The lady on the checkout told me all the tills were now self-service and at the edge of the store.
So definitely tills and signage, and availability of staff.

Make sure you also look for the positives and give a balanced response. Try to be constructive rather than negative so if there is an issue think how you could change it.

I find the sizing in M&S terrible. I saw 4 or 5 things I liked in there yesterday, jeans, shorts, leggings, tops and a swimsuit NOT ONE of those items was in a size 12. I wanted to spend money but nothing was in my size.

Spot stuff like that.

Are all the sizes available to try on, including different lengths.

My bugbear in M&S. Big size shoes on low shelves, tiny size shoes on high shelves. Do they think tiny people can reach, or taller people want to grovel on the floor.

Too many hangers, things not neatly in size order.

I’m sure you can find something constructive to say about their fitting rooms. Perhaps the lighting could be improved or have doors rather than curtains or better mirrors. If people feel they look nice, they are more likely to buy.

If it's anything like my local M&S check out the changing rooms.

Ours are scruffy and badly in need of some TLC, and that's before the stark white overhead lights that show everyone and everything in the absolute least flattering way. I was trying on nursing bras in there the other day and honestly I could have cried (and I'm not especially sensitive about my post-partum body, I've held up quite well considering).

A lick of paint and better lighting would do absolute wonders for the customer experience, and therefore sales.

Are there twelve of the item all in one size and no other sizes on the rail, likely yes in M&S!

Are there any pyjamas suitable for women who don't want cartoon characters or something old fashioned?

Are there too many items crammed in a rail?

Is there generally too much stuff creating a cluttered feel?

Is the lighting any good or is to too bright?

Bring back pick and mix knickers.

Not all sizes available in every product.

Going back to proper tills for clothes not all self service unless you look helpless.

Ps.. Good Luck OP! To offer some balance about M&S in general from me, they had some really lovely pure linen and linen mix things for summer, if only I could wear anything that doesn't have easy boob access

My DD has job at M&S. She said things like:

items being on correct rail so if you spot something you like, other sizes are there too

Items on mannequins / display being easy to find, so placed near the promotion

Things being on right hanger for size

General cleanliness/ tidiness

They are big on 'standards' - she spends ages sorting things on the shop floor before and after opening and basically it is just making sure the above is done.

Good luck.

If it’s our local M&S is the huge queue for the cafe getting in the way of people browsing in homeware / menswear and could the queue be directed around the edge of the shop . I’ve never been in an M&S cafe but it must be either fantastic food or free stuff as ours is always crammed .

there's the basics
Start at the front door.
Are there baskets available to shop with?
Can you see where clothes on the mannequins are? Is there a full outfit- top and bottoms available to buy?
Are the clothes size tidied and with good size availability?
can you find out the prices of the clothes.
move on and check for signage for departments/tills/fitting rooms/bathrooms
Is the shop floor clear of rails, boxes anything like that.
is there an up selling available- so flip flops/jewellery etc.

Pie in the sky
It wouldn't be the worst thing in the world to comment on what they do well. The front display of mannequins has great impact, it was great that the clothes were right there for the customer to buy. But what could be fantastic is a full family display at the front door incorporating men's and kids as well- continuing on from the windows. Dress your whole family for Summer in M&S.

Signage to direct customers online for clothes not in stock, or to indicate more colours available online.

A personalized shopping service for specific occasions, men shopping for suits for a wedding etc. Pre book time for someone who's looking for groomsmen, father of the groom etc. Or uniform and ND children.

You want to show that you've identified a link between customer experience and commercial opportunity.

Another super easy one is to identify area where the racks are too close together for wheelchairs or buggy's.

No neither of those.
It will be the incredibly slow service in café.