Corrective Action Form Updated March 2022 Associate Name
Location / Department
Sally Smith
#160 International Plaza
Associate Position
Date Administered
Store Leader
5/13/2023
Issuing Leader
Type of Corrective Action
Rebecca Rogers
☐ Initial Corrective Action ☐ ✔ Final Corrective Action
The purpose of this Corrective Action is to bring to your attention new or ongoing deficiencies in your conduct and/or performance, and to provide you with the opportunity to make the necessary improvement. In the space provided, you are welcome to provide any feedback you may have about this Corrective Action.
Reason for Corrective Action: Please describe the policy violation or unsatisfactory performance or behavior that must be corrected. Sally was the Butterfly on Duty (BOD) during a recent Voice of the Guest (VOG) shop (attached) that resulted in a failing score. The shop occured on Thursday May 11, 2023. The following questions were missed which resulted in a score of 69%: - Were you greeted upon entering the store. "No" - Did someone determine your shopping needs / offer to set up fitting room for you. "No" - Did the associate compliment the items you were interested in or personally engage with you? "No" - Did the associate exchange names? "No" - Did the cashier wrap your purchase in tissue? "No"
Prior Corrective Action(s): Please list any relevant preceding verbal or documented corrective actions.
During leadership meetings on 5/8/23 and 5/11/23 (agendas attached), Sally received instruction and review of Voice of the Guest expectations. Expectations for each step of a successful experience were reviewed, as well as the expectation of achieving 90% or better on VOG shops. Required Corrective Action: Please describe the immediate and sustained corrective action that must be demonstrated by the associate.
Stand Out For Good, Inc. expects all associates to comply with it's Code of Conduct (attached), which calls for associates to take care of guests with world class guest service. Sally is expected to consistently meet or exceed Company expectations for Guest Service and the Voice of the Guest program. All VOG shops are expected to be 90% or better, and adherence to the Company's Guest Service expectations are expected to be demonstrated throughout all aspects every shop.
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