High-End Retail Head Manager Since I was promoted to the manager position last year, there has been a sharp increase in sales—particularly over the last two quarters. Our conversion rate hasn’t dipped below 70 percent, and we’ve met segment goals in each department 80 percent of the time, which is the highest percentage in our region. These statistics are all the result of a personalization strategy I have brought to this store. We’re not just selling a product; we’re selling an idea. And, ultimately, we’re selling to human beings who demand a certain level of service for the price they are paying. Exceptional customer service comes from exceptional employee training, which each of our sale associate must pass in order to continue working with us. This is to ensure unwavering standards across the board. Our service needs to be more than just great—it needs to be consistently great. Specifically, associates are expected to remember the names of clients and their purchases. If a client has a penchant for a particular brand of handbag, our associates are expected to call said customer to inform him/her when the next handbag will be released and when he/she can pre-order it. If a man is purchasing a piece of jewelry for his wife’s birthday, associates are expected to remind him that he purchased the very same piece of jewelry for Valentine’s Day. These are expectations that did not exist before I was promoted. Another change I implemented was the creation of the merchandise position. These employees are responsible for receiving shipments, restocking, folding, and interacting with customers at the registers. This allows sale associates to focus on serving the client without distraction. Even with the new salaries allocated to the merchandise positions, our numbers are still growing each week. This is due to my refusal to accept mediocrity. I have created a customer base that is not only growing, but completely loyal because I created a brand they could trust. I look forward to another quarter and, as always, I look forward to developing different ways of improving this unsurpassable brand.