my score is consistently above 100% my record is 112.9
First for all of those told that press <random amount> check does not improve your tender time. That is the tender time. Same with pressing the eft?ebt button doesnt do crap for customer unload stores.. wait till the stuff is on the belt my floor supervisors usually go around unloading for customers. when i dont have a line i go around and unload it for them. You also score bonus points with the customer this way too or ask your courtesy clerk to do it since they dont have anything to bag yet. Group produce with produce and scan bars with scan bars. Rythym is key when scanning. Another thing know your produce codes saves look up time. If you cant find it ask your coworkers around you or call over to someone you think knows it. If your awesomely fast sacrifice a bit of your speed atr the end and dont hit total if your customer isnt ready yet. Ask how they are paying if its credit?debit?giftcard tell them that they can go ahaead and swipe it whenever they are ready if they are writing a check i learned how to do tender corrections but i wont tell you guys how because only supervisors should know how . Thats not a cashiers job Dont wait for their ID process the check first. I like writing the info on pieces of paper while the check is processing if they pullit out when youre putting it through just remeber to transfer the info later Do not use two checker numbers you cheaters who do that i got in major trouble for thatespecially when i did it too much and my other one ended up at the bottom of the chart ask for kroger card and coupons before you start scanning that way they arent diiging them out later at the nd killing your time.
It boils down to being very aware of what you are doing.
BUT REMEMBER ITS ALL ABOUT THE CUSTOMER FIRST SERVICE. MAKE YOUR CUSTOMER HAPPY BEFORE YOU MAKE YOURSELF HAPPY. BEING NUMBER ONE IS AN AWESOME FEELING BUT SPEED AND EFFICIENCY MEAN JACK CRAP WHEN THAT MYSTERY SHOP REPORT COMES BACK AND YOU FAIL. BUT YOU CAN STILL BE AWESOME AT BOTH LIKE ME
i am struggling with the ELMS things. i have read every post here with ELMS in the title and have learned a lot! (thanks to all who posted their helpful advice!) i have used '0; cash tender' to 'stop the clock' but didn't realize that my tender time was negatively impacting my ELMS score.
i am FE supervisor and i have been tasked with improving our store's ELMS score. i have a couple of questions, if you don't mind:
what do you do when your customer is dragging his/her feet and holding you up? for example, they can't find their money. they are unloading their cart one item at a time and watching as it rings up. they are busy talking with someone else or on the phone. they ask for cigarettes after the order has been partially rung up.....is it better to take the hit on your 'items per minute' or on your 'tender time'
i feel like the better i understand the process, the better i can help my front end meet their goals. thanks!
i am struggling with the ELMS things. i have read every post here with ELMS in the title and have learned a lot! (thanks to all who posted their helpful advice!) i have used '0; cash tender' to 'stop the clock' but didn't realize that my tender time was negatively impacting my ELMS score.
i am FE supervisor and i have been tasked with improving our store's ELMS score. i have a couple of questions, if you don't mind:
what do you do when your customer is dragging his/her feet and holding you up? for example, they can't find their money. they are unloading their cart one item at a time and watching as it rings up. they are busy talking with someone else or on the phone. they ask for cigarettes after the order has been partially rung up.....is it better to take the hit on your 'items per minute' or on your 'tender time'
i feel like the better i understand the process, the better i can help my front end meet their goals. thanks!
if you are slow( business wise) (not ipm) before you starteither unload yourself *brownie points* or send your courtesy clerk to do it that way the customer can watch the entire order at my store it is required of us to offer assistance to unload their bascarts for them sometimes you just have to roll with the punches.
each situation calls for its own solution if all they are getting is wic and their items are wrong just suspend or void the order really quickly and explain to them the situation and go and help them find the right stuff if you can
if its part of a larger order i dont know what to say there. ive had times where my tender time was in the 1.0's. I make up for it later by trying even harder.
i'm a FE supervisor and when i'm on floor, i unload everyone's carts that i can get to. it really helps the cashiers! i have started unloading the carts myself when i am on register. i usually don't have a bagger as i jump on register to help relieve the long lines. most customers really appreciate the help, but i have a few who get cranky. it's a delicate line to walk. i don't want them to feel like i am rushing them through...but seriously, some of these people are sooo slow!
i focused on my own elms the past couple of days so i could get a better understanding of the whole process for my front end. i used to hit the "0, cash tender" and i noticed that my tender time was almost .75 (yikes!) last night i had a items per minute of '23' and a tender time of '.57' by the time i got off. now, i worked on the express lane, a regular register and customer care, so the numbers are not what they would have been if i had been on a register the whole time.
our store's combined ELMS for last week was 82. we are the lowest in our division. i really want to help everyone get a better understanding of what they can do to get their scores up...to locate the areas where they struggle.
but my own are so low, i don't know how to help them! eek.
-- Edited by sewphisticate on Saturday 11th of April 2009 08:53:13 AM
thanks for your help! my ELMS was 97 this week! our store average went up by 2%....not great, but we had 4 people over 95%, which is great as last week every one was below 90!
I am an accounting clerk/guest care clerk/supervisor and have been working at Kroger for a year and six months! My score is never under 120% and my highest score ever has been in the 150% range! My key is to keep a great speed and when i am waiting on the customer to get something I always hit no sale sign on to secure the terminal! The store I am currently at just got 100.5% overall elms for the week! Another thing I try to do when they are paying with cash is tender it out and then count the change back in my head! Hope this helps someone!
Well i have always never understood the elms even when i thought i did because when i first stared i was told its all about speed but now i see its not then i was told its all about tendertime which is part of it but no all....becuase its been weeks where i check @ 50 ipm and have a tender time of 36 and not make a 95% or over....and there is cashiers who scan @ 30ipm and tender time of 55 but r very efficient and thats y they make it...those who r fast slow down and take ur time. make sure u ener codes correctly b/c that can also bring your elms down as well
i recently for the week reached 117.6. My store manager challenged me to improve my score for the day and thats the result woohoo. that like 36 ipm and .43 tendertime one day then 34 ipm and less .40 on the other day it was incredible. i found that hitting total through out the order cuts down on tender time. Prompt payment. Be patientafter scanning the last item dont hit toal right away if they arent ready yet. OOOOh coupons if you dont do the total periodically througout the order and they have coupons during the pricce fall off at the end you can start scanning their couponage.
Ps side note for a single day last week i had a score of 185.6 but it didnt show up that awesome because becasue i had to train someone on my number damn it and they sucked horribly for two days stiill good but only 114 compared to 185
well dang! you are awesome! how about all the other cashier stuff you have to do....like engaging? are you able to have a conversation with your customer as you scan so quickly. so...tell me about the 'total' thing. how does that help your Elms? our store is still the lowest in the division and i am totally at my wits end trying to get everyone up. i am consistently hitting 90 myself, but that is not good enough. i truly do not know how to get our scores up.
-- Edited by sewphisticate on Friday 29th of May 2009 07:54:11 AM
i work with the guy who posted this, most of our guys suck, there are three of us work the high scores frequently. A Few key things are greet before you start, get there card first (if customer unload ask bagger to unload) dont go as fast as you can just go fast because if you as fast as you can you WILL were yourself out and then your score will drop. tell customers " if you are paying with debit or credit go ahead and slide your card at anytime or if you have another form of payment have it ready." most customers will not get aggitated by this remark. i did this once, i rocked a 50 ipm with .18 tendertime for half an hour then i got tired and went 32 witha .30 . get cupons before you hit total
Well my store is usually in the lowest 5 in the district. We're never in the 90s. But I am in the 100s my self, though I do get in the 90s sometimes. I think our problem is too much focus on IPM (though some of our cashiers are really slow) and not enough on tender time. Now as far as checks I always write the info first before running a check. It's just my preference. I make up for it in IPM (usually between 35 and 40).
Personally I think our stores biggest problem is IPM. as a lot of our cashiers are really slow. Also our morning baggers are very slow and most large orders pile up and slow us down. But that's what you get when you hire a bunch of special ed types as sackers.
I'm all for equal oppurtunity, but these guys just aren't working out and are the worst baggers we have. I think if we had less of these slow (in the head and physically) sackers we'd be faster.
It would also help if our baggers didn't keep being sent away every order leaving no bagger at the lane.
i feel your pain, iam usually am stuck bagging my own orders which drops my speed from the 45 it should be to about 30-35, we have two baggers that cant speak clear english and another that is classified special. I usually get stuck with them and its a pain. The best thing you can do for your score in this case is focus on tendertime. ipm = first item(including kroger card) til you hit total tendertime = from when the order is totaled til the reciept prints for every tt point (.01) you drop roughly 1.3 percent for every ipm you add you gain roughly .5 percent
dude, you cant possibily scan 50 items per minute and have a tender time of 36 and not make 95%. check your stats again, somethings certainly not correct in you figuring of your own score
my post was obviously intended for whom ever posted this:
Reply QuoteWell i have always never understood the elms even when i thought i did because when i first stared i was told its all about speed but now i see its not then i was told its all about tendertime which is part of it but no all....becuase its been weeks where i check @ 50 ipm and have a tender time of 36 and not make a 95% or over....and there is cashiers who scan @ 30ipm and tender time of 55 but r very efficient and thats y they make it...those who r fast slow down and take ur time. make sure u ener codes correctly b/c that can also bring your elms down as well
Reply Quote
"Well i have always never understood the elms even when i thought i did because when i first stared i was told its all about speed but now i see its not then i was told its all about tendertime which is part of it but no all....becuase its been weeks where i check @ 50 ipm and have a tender time of 36 and not make a 95% or over....and there is cashiers who scan @ 30ipm and tender time of 55 but r very efficient and thats y they make it...those who r fast slow down and take ur time. make sure u ener codes correctly b/c that can also bring your elms down as well"
The customer doesn't care about elm scores. Why does kroger? It all comes down to customer satisfaction. Smile, greet, pay attention to what the customer says, converse with them in a normal fashion. If we provide a good service to our customers, we do not need elms. Its nothing but BS. Kroger needs to get back to the basics with customer satisfaction. Throw away elms, keyretailing, production tools and all this wave BS. Don't worry about your elms score. Just go in a do the best job you can and go home.
so tell me something!! when i get thru with an order i usually type in the amount and then hit the check tender. they told me that this stops my time, or i could hit the ebt button that also stops my time. usually i'm 3rd or 4th by doing this. a couple of weeks ago i got a $10 gift card for being in the top 25 in my zone for being fast on the register. i'm in zone-D mid atlantic area.
one thing that helps me with my elms is always securing your terminal whenever youre not doing anything. need to ask the customer to donate for something? secure first then ask. anytime you arent scanning always secure. be sure to get fast at securing, because if the customer has to wait on you to unsecure your terminal to pay, your manager my get mad.
also, if you know that the customer is going to pay with eft and they dont need cigs or anything else, immediately hit eft button when you total it out. My manager says that hitting the eft button stops your time so if you do it quickly it will help your score.
also KNOW YOUR PRODUCE CODES! this helps SOO much with your time. and also get fast at punching the codes in. and if something needs a quantitiy always put the number they have first such as 2 quantity code.
my record high is 202 percent :) i usually get 150-190 percent 150 being a low for me. i hope this helps someone!
one thing that helps me with my elms is always securing your terminal whenever youre not doing anything. need to ask the customer to donate for something? secure first then ask. anytime you arent scanning always secure. be sure to get fast at securing, because if the customer has to wait on you to unsecure your terminal to pay, your manager my get mad.
also, if you know that the customer is going to pay with eft and they dont need cigs or anything else, immediately hit eft button when you total it out. My manager says that hitting the eft button stops your time so if you do it quickly it will help your score.
also KNOW YOUR PRODUCE CODES! this helps SOO much with your time. and also get fast at punching the codes in. and if something needs a quantitiy always put the number they have first such as 2 quantity code.
my record high is 202 percent :) i usually get 150-190 percent 150 being a low for me. i hope this helps someone!
im usually around that. i might be 10% lower thou everything your saying is pretty true thou
BUT YOU CAN STILL BE AWESOME AT BOTH LIKE ME
