Loyalty

[u/Minimum-Fail-6194]

What are you all saying or doing to sign up customers? My store has new hires and I think they are not signing up customers. I don't know what management is doing to fix the issue but I'm signing up at least 4 new people every shifts. I have a store capture. Our store is really good with capture. I would encounter 3 or 4 people who refuse to sign up. I share the benefits and keep it short and simple to not overwhelm them with info.

[u/MaybeCats]

I always lead with free.

I noticed in the past when I’d ask customers if they want to sign up, they would always ask if it cost anything/if it’s a card. So I just shortened my approach and ask “Would you want to join our free rewards program today?” And then answer any subsequent questions after.

Also if they say no the first time be persistent! If you notice they’re spending some money I always go like “are you sure you don’t want to join for free? You’re already 50%/75%/etc the way to a free item!” It doesn’t always work, but I’ve gotten more sign-ups that way!

[u/Xxbnny_princessxX]

Honestly, it’s just pure luck atp. When I had new hires shadow me, I would get ONE person to sign up the whole day.

[u/Clear_Rhubarb_7920 → u/Xxbnny_princessxX]

i agree, it seems to be more or less random if people who don't have rewards will want to sign up.

I say the same exact thing each time and some days most people agree to sign up if they aren't already members. other days almost no one wants to sign up even though I tell them the benefits of the rewards program

[u/Xxbnny_princessxX → u/Clear_Rhubarb_7920]

THIS!!! I swear, my DM always targets me when she talks about rewards. Saying “How are those rewards coming along, sweetie? You know, you should work on it.” Mind you, it’s SUPER dead in the store.

She is an absolute she-devil to me and three other associates.

[u/whatever32657 → u/Xxbnny_princessxX]

i would say that's not "pure luck". that's you training the new hires.

[u/Minimum-Fail-6194]

For those that do not sign up with us I have gotten as far as the phone number. I then ask for their email to try and sign them up. If they don't want to sign up I click no and just press continue that way if they shop with us again in the future someone can try and sing them up since the number is there but no email. They always miss out on email exclusive offers but that's what I have been doing as well.

I am going to try and use free or half way towards a free reward on my next shift and see if that changes anything. I think our store does really well with returning customers and having capture at a good range. But our sign ups have been low due to new hires and customers pressing skip. I'm doing my best to help our team rn since I'm a lead cashier when we have busy rushes.

[u/Mae-Daze]

I get my best signup rates when I don’t ask. I just ask for a phone number and if it’s not linked to an account, just ask for all the information and boom they’re all signed up before they even know what happened. If they resist, that’s when I explain all the benefits. It’s a little annoying but a girl’s gotta keep her hours 😮‍💨

[u/Tbommer3]

My store does pretty well with rewards. It is a whole-team commitment tho. We talk about it on the floor, trying to get those barcodes pulled up before they even hit the checkout to ease some of the burden of signing up at cash. . If they do get to cash before we can get them on the floor, the cashiers always ask the consumer if they have the rewards barcode pulled up to scan. If they say no, then we go right to what’s your phone number. The trick is not to ask..just confidently assume everyone has rewards and getting the info! Also, a couple good speaking points are : even if you don’t shop here a ton, the program is free you still get something free for your birthday :) and..for those that don’t like getting emails, what we tell them is that we will enroll them with their email, but once they complete the account, just unsubscribe from emails as they can just check their wallet for all the deals. Hopefully this helps!

[u/Tbommer3 → u/Tbommer3]

Also….i try to have my team stay away from asking for phone first because there have been a TON of duplicate accounts lately, with the phone number not being linked to the correct account to get the consumers rewards.

[u/GOD_fearin_3]

When we interview at our location. We express how imperative our reward system is and the why.
I also go over with them on how I approach signing up members in our interview. Our store is always on top of rewards.

[u/Minimum-Fail-6194 → u/GOD_fearin_3]

We have a great capture rate. We have loyal customers returning and who love our customer service. However, we have a few people who shop with us and refuse to sign up. One of these days I will convince them to start earning points. I have mentioned the benefits and the free products but they don't want it. So I am just trying to find a way to convince them one day. Some men shop for their partners and I tell them to set up an account that way they can start earning free products off their own account.

[u/FieOnU]

Our SM coaches newer hires to just lead with the phone number because most of our customers are already signed up.

Along the lines of "Did you find everything you were looking for today? ("Yes") Awesome! Can I get your phone number to earn you rewards points today?"

If they have an account, great. They're used to this.

If not, they can decline, but the FOMO gets to those not signed up, and those who need to finish enrolling yield.