In today’s retail environment, small moments of friction can quickly turn into lost sales and frustrated customers and frontline teams. In this episode of Modern Work Mondays, Nolan and Jeff share a real story that highlights how outdated manual processes—like paper slips and disconnected communication—create unnecessary barriers for both customers and store associates.

When manual processes fall short

Nolan shared his story of what started as a quick trip to grab a doorbell turned into 25 minutes of waiting, 4 associates searching, and dozens of radio calls—all without a resolution. It’s a familiar scene in retail: a customer ready to buy, a team eager to help, but a process that isn’t set up to support either.

In this case, a tear pad slip was the trigger, but it could have been any paper-based or manual workaround. The bigger issue is that these processes don’t connect intent with inventory, and they don’t alert teams early enough to act efficiently. The result? Customers leave empty-handed, associates lose valuable time, and the business loses out on more than a single sale.

Why data matters more than ever

Retailers today rely heavily on data, yet many in-store processes still rely on physical notes, radios, and guesswork. Without digital tracking of customer interactions and inventory, stores lose:

·       Visibility into what customers want

·       Timely alerts for associates to prepare items

·       Actionable insights from frontline conversations

·       The ability to identify recurring issues and fix them

This lack of data leads to inefficiencies that impact the bottom line and frustrate customers and teams.

Digital solutions unlock efficiency and insights

Imagine replacing paper slips with QR codes or scan-and-buy solutions that immediately capture purchase intent and notify associates. Or using AI to analyze radio chatter and convert it into actionable reports.

These technologies:

·       Give associates a head start in fulfilling orders

·       Reduce wait times and customer frustration

·       Provide leadership with real-time data to improve store operations

·       Help retailers quantify and reduce shrink and lost sales

Moving beyond analog processes is essential for stores aiming to imitate seamless e-commerce experiences.

Time to rethink the in-store experience

Manual processes may feel familiar, but they come with hidden costs that impact sales, associate efficiency, and customer satisfaction. Digitizing these interactions is not just about convenience—it’s about building stores that operate smarter and serve customers better.