Covering Stores – Update
I would like to send an update regarding employees covering stores. All cover must be approved by both managers and the individual, rota’s must be amended correctly, The store manager of the sending store must make sure the guide’s portal is in cover mode before the shift starts. For Expenses the guide needs to submit […]
Guide & Senior Commission Update June 2025
We review our commissions regularly, and I wanted to share with everyone with our new structure for June 2025, As always they maybe changes throughout the year. Additional Reductions:There will be 50% reduction on your Commissions if you fail to complete training within deadlines set and there will be 0.95 reduction to your Managers Operation Scorecard. NPS:If the store […]
June Incentives
Training – May 2025
Additional Training has gone live Every Guide/Manager must now begin their training: Please use this Link to find the correct training pathway Click the Follow button at the top for the Family Connect 2025 Training Pathway, as all training will be in here going forward. You need to be at 100% on your completion within this pathway […]
Guide & Senior Commissions update May 2025
We review our commissions regularly, and I wanted to share with everyone with our new structure for May 2025, As always they maybe changes throughout the year.
Incentives May 2025
PCG
PCG is our Personal Conversation Framework for Guides. Currently observations, coaching and feedback in store can be used to measure and improve the way that we interact with our customers. From 1 April, there will also be an independent, external visit, called PCG external benchmark, which is going to help stores to understand the area(s) that […]
NPS
Net Promoter Score (NPS) is a widely used metric that measures customer loyalty and satisfaction. It is based on a single question: “How likely are you to recommend our product/service to friends or family?” Respondents answer on a scale from 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely. […]
RISE
RISE stands for Retail In Store Experience, and it’s a completely new way of measuring how customers feel when they visit our stores. It’s a brand-new mystery shop program where we’ll no longer be using video, but you’ll gain access to lots and lots of insights that come out of the visit, including all of […]
Uniform
All Uniform Orders must be done through this Link: Uniform Order Requests. Only the Store Leader can submit a request for Employee Uniform’s Uniform must only be ordered for New Starters after they have received there UIN and passed Stage 1 within the correct timeframe. once the employee has used there allowance for that year […]