The document summarizes efforts taken by a retail client, Macy's, to increase usage of their client management system, "My Client", among store associates. An action plan was created with goals of increasing repeat client sales in men's shoes and suits by 50% through associate certification, follow ups twice daily, logging My Client usage, friendly competitions, and recognition. The results showed increases in repeat My Client sales percentages in shoes, suits, and combined over several weeks. The takeaways highlighted that repeat My Client sales increased by 80%, following up with associates is key, and associates should feel comfortable asking for help.

1. By: Raquel Garcia
The Magic of My Client

2. Opportunities with My Client
• Associates were familiar but
not confident in navigating
the My Client system
Observation
• Some associates claimed
they hadn’t been taught in
detail
Observation
• Were not following up
enough with associates on
My Client
Observation

3. Action Plan
Goal: Increase percentage of repeat clients
in Men’s Shoes and Suits by 50%
• Certify Associates1.
• Follow up at
LEAST twice a day2.

4. Action Plan
• My Client Log3.
• Friendly
competition4.
• Recognition5.

5. Results: Shoes
0.8
1.5
3
2.6
0
1
2
3
4
5
6
1 2 3 4
MyClientSales%
Week
Shoes
Shoes

6. Results: Suits
0.9
1.7
2
5.6
0
1
2
3
4
5
6
1 2 3 4
MyClient%Sales
Week
Suits
Suits

7. Results: Combined
0.8
1.6
2.6
4.1
0
1
2
3
4
5
6
1 2 3 4
MyClientSales%
Week
Combined
Combined

8. Takeaways
• Increased repeat My Client sales
Percentage by 80%1.
• Following up with associate is
key whether is recognition or
coaching opportunity
2.
• Create a culture were associates
feel comfortable asking for help3.

9. THANK YOU MACYS!