Magnus Marketing Blog

Having the opportunity to raise many concerns with the Store Manager about the credit policy yielded a great deal of insight as to what is desired by the implementation of this really poorly timed effort:

1. Saturation is acknowledged, however because of a variety of factors is NOT as great as expected. Therefore, a potential market still exists - based on the data obtained to a degree. And, it is understood that there will be a proportionate amount of rejection encountered.

2. Kohl's associates will NOT be terminated for not making credit goals, although for those who are subjected to particular performance measurements it will affect their standing and consequently their hours. The same rule applies to salesfloor associates who do not demonstrate high levels of customer service.

3. Surprisingly, the store manager acknowledged that most salesfloor people WILL NOT pester customers for credit and the liklihood of people getting annoyed is very low. I was surprised by his "attitude" toward that because many people took the credit goals to heart and will strive to achieve it.

Because so many people at Kohls are conscientious, good, hard-working people, the reaction to the policy was very strong and more anxiety was felt than necessary. Our store manager, who is one of the most professional and decent people (the entire management team at the store is beyond outstanding), took my feedback and tailored a message that informed and calmed many at our nightly meeting.

Once again, I am blown away by the utter professionalism, concern, and attitude expressed by the store management at Kohl's. I wish corporate could adopt such an attitude. My hat is again off and as always I am proud to be associated with Kohls!