Improve Operations

Front End Services

The front end has the greatest impact on a shopper’s perception of customer service.

It is also the most labor intensive and therefore, expensive operational department. We can assist you in establishing a department that uses its’ labor effectively and efficiently and also delivers excellent customer service to all your shoppers. 

Financial performance can be positively influence by a small decrease in labor as a percent of sales and/or an increase in Sales Per Labor Hour (SPLH). Our consultants are experienced in analyzing labor and shopping patterns to provide you with recommendations for improvement though effective labor scheduling and developing systems and procedures.

Make sure the statement your front ends makes to customers is one that you are proud of and creates good will with each shopping experience.  Our consultant, Michael McCary, can help your front-end department exceed internal and external expectations.

Services include:

Front End Systems
Procedures and policies

  • Cash handling
  • Opening/ Closing the store
  • Shift descriptions
  • Daily schedule and break log
  • Communication
  • Customer Service
  • Training, coaching, feedback
  • Customer Service
  • Cashier ergonomics
  • Safety


  • Operational structure development
  • Job Descriptions:  all front-end positions


  • Cashiering
  • Customer service
  • Supervisory
  • Dealing with shoplifting
  • Cash handling
  • Catapult POS system
  • New Hire Orientation

Customer Service

  • Front line training
  • supervisory training
  • Tracking and reporting
  • Vision work
  • Dealing with difficult customers
  • Confrontational situations

Labor analysis and performance

  • Analyzing and improving efficiency
  • Working within a budget using a labor analyzer (SPLH)
  • Scheduling vacations
  • Scheduling and staffing to meet departmental and co-op needs

Front End development and succession planning

  • Coaching- two minute drill, feedback and follow ups, difficult conversations, mediating staff conflict
  • Performance goals: goal setting, reporting and follow up
  • Motivating employees
  • Servant Leadership
  • Time management
  • Front End department mission statement and vision work
  • Managing performance

Associated Consultants

Michael McCary

Front End Systems

Associated Case Studies

Upcoming Events

Check out our open-access library!

It is a great resource for understanding all of the particulars of good governance - from agenda planning to policy templates, you can find it all in our Library.