St. Louis Post-Dispatch from St. Louis, Missouri (2024)

E4 ST. LOUIS POST-DISPATCH BUSINESS SUNDAY, JANUARY 18, 1998 http: www.stlnet.coni ears hopes to get back to simplicity of serving customer The slower side of Sears 12 .10 Mismanaging and scandal left the giant short Martinez will ride herd SALES Change for stores open at least one year $70 a share -j 1 40 STOCK PUICE I Jr I Daily clules I I' 0 Sears, Roebuck stumbled in 1997. A costly scandal that i exposed tactics aimed at collecting debts from bankrupt customers and a series of distracting demands imposed on the sales force contributed to the problems. ll it By Jennifer Steinhauer New York Times HOFFMAN ESTATES, 111. -Clearlv.

1997 was not Sears. Roe 1 1 1 1 1 1 1 1 1 1 1 It it "95 i 1 1 1 1 1 1 I1" 1 1 1 1 1 1 1 1 1 1 1 1 96 97 '98 '96 97" N.Y. Times News Service 'V tetany Clerks cannot sell merchandise if they are learning about a new clothes dryer for the better part of the afternoon. And energized by the results of former initiatives, executives now acknowledge, managers became too aggressive, announcing new programs seemingly every other week. And store managers, already overburdened, were getting frustrated with the constant barrage of mail from headquarters.

To emphasize their plight, one executive showed up at a meeting with a wheelbarrow overflowing with a month's worth of memos, surveys, videos and other communiques and dumped the whole load on the floor. Point taken. "In the last year," Rucci said, "we overestimated how much change we could ask people to assimilate and still focus on the customer." And, he added, "to the extent that we didn't improve our rise in customer satisfaction levels, it affected same-store sales," or sales in stores open at least one year, where Sears lagged behind the industry last year. Although much of the onus of getting things back on track rests with divisional managers, the voice of the 58-year-old Martinez, who has taken on a sort of guru status here, is crucial. Martinez said he expected his return-to-basics plank would help turn Wall Street sweet on Sears again.

"My 83-year-old godfather sent me a note at Christmas," he recalled. "It said, 'The road to success is always under million pretax charge in the second quarter as a result, which included the refunds to customers with interest and penalties. Separately, sales were sluggish. Customer service ratings started to flatten. Store managers began complaining that they were too burdened by missives from the company's headquarters.

Finally, in October, after warning investors that fourth-quarter profits might be hampered by problems with its unpaid credit card accounts, the company's stock tumbled almost 10 percent, to $48.06. (It closed Friday at $45.31.) Improvement efforts got in way But the troubles at Sears have little to do with its old ways coming back to haunt it. Rather, in many ways, they are a result of the company's very efforts at improvement. In giving power to its rank and file, stripping away many of its old rules and becoming obsessed with staff training, the company has become a more vibrant but also a more distracted organization. And while it is much clearer about what it wants to do, lately it seems to have taken its eye off the ball.

At the same time, the company has now turned its focus to growth, a lower priority when it was more concerned with simply digging itself out. And that growth is not likely to come from its big stores. To get back on track, Martinez (pronounced Mar-tuh-NEHZ) is pushing his management team to focus on the five basic pillars he put in place shortly after he took over the the lumbering retail gi- Sources: Bloomberg Financial Services; Goldman, Sachs ant, which at the time, had shabby stores, horrid customer service ratings and sales and stock price to match. In a recent interview here at the sprawling company campus, Martinez described his updated agenda. "I want to revisit and intensify the theme of our customer being the center of our universe," he said.

buck and finest hour. For four years, Sears had been enjoying all the accolades from a turnaround that arrested its decades-long sickening slide. The stock price rose, it won the admiration of industry leaders, and it was the recipient of the sort of drooling business magazine cover articles that executives tend to hang in office hallways. But last year, it fell on difficult times. There was the scandal over how it had handled shoppers who had filed for bankruptcy.

That episode left Arthur C. Martinez who had made clean business ethics a cornerstone of his strategy when he became chief executive of Sears merchandise group in 1992 simmering with rage. In June, the company agreed to repay wronged credit card customers, whom Sears had more or less bullied into paying off old debts that had been erased in their personal bankruptcy filings. Sears was forced to take a $475 on information even if it is bad," said Anthony J. Rucci, executive vice president of administration.

"People can deal with bad news. They infinitely appreciate honesty and openness and it gives them the opportunity to suggest how to fix it." Store managers overwhelmed Store managers began to get e-mail messages on every blip that occurred at the company, even if it was mundane, even if it did not concern them in the slightest. Store clerks, who in many cases now take part in the hiring of their peers, were inundated with surveys. Training with suppliers took on large importance. Morale improved and sales and customer service ratings went up with it, but, lately, some of the initiatives have gotten out of hand.

Serve the customer.) It was also revealed that many employees had no clue about the merchandise they were selling. They were equally in the dark about how the company was doing in the marketplace. Sears was earning 2 cents on the dollar at the time, but the employees said they thought those earnings were closer to 40 cents or even 60 cents. As such, a major part of the turnaround depended on educating the staff. Product training was heavily increased.

Workshops were held with "learning maps," to help explain the company's goals. A mantra was developed: Sears must be a compelling place to shop, work and invest. And headquarters completely rewrote its rules on communicating with its employees nationwide, making an effort to get their views. "We have spent enormous time Making employee feel good A huge component of that early energy was directed at making Sears employees feel better about working for the company. It was not easy.

In random surveys back then, they were asked what they thought their main function was. The reply: "To protect the assets of the company." Uh, no. (The right answer, obsessively: WEEKLY NEW YORK STOCKS Ss It Week Plv PI Hda HI Lo tot! Cha Sock Si 12 Week Plv PI Hds HI 4a Lost Cha Ss 01 Week DIvK Hda HI to umcha Sock Sock Tahott 14 15 5050 14 ilSVi 15 -l'a flt -'It Continued From Page 3 a mm in ti its 4fi. Tandy .40 tt 5)418 (1 20 3t 42'fa Tanger 2.10 061 31 23 X7a 4 in mi a 4 Taubmn 21 (940 15 11 12 -Va i a nisi 53 4t TaubDtA 713 1151 15 13 25 ll'a tV4 4i' tl 5 347. t'a 757a 11 t' it ma wit no 4 TauNY Da a 166 14 10 12 -7a 14 13 15 II 49 II 4i' 11 lit 19 It 10 ail IS 11 50 15 111 17 II It 1344 Ji 71 1450) 14 tit))! 1.04 13 909) JO 14 4340 .911 6S0S JO at 150411 1.00 dd 411) 14 117 IS tst to I LOrvNG LaPx Lowes Lubrizol Lubys LucaiV Lucent Lukens Luxoltca Lvdal Lyond Technitrls Jl 12 1488 43 11 B'fa 41 IBM I IBM krtFlav IntGanw kitHFdsii aitMult kitPap IntRect IntSpcttv IT Corp 7765 28 21 21 42 71 ISM H'a 26 4 1.10 103653 11 43 47a mu a tm fit 4 Teekav J6 II MIX 21 21 41 Tefronn 5)0 23 II 11 Sock Plv PI Hd.

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