Chris Collins recounts watching security camera footage of holiday shoppers and describes how observing customer behavior informed a simple operational staffing solution: assigning someone to handle phones, the dash, and switching while leveraging an existing porter to manage holiday demand. The tone is anecdotal and practical.
I've been watching the security cameras. Have you seen what people do on holidays around here? And I was like, no, show me. And it was a crazy madhouse. There were a lot of people that would come and just window shop. And so he'd showed me the video. We'd looked up the phone thing, which I think was my idea. And I said to him, okay, and if you can find somebody to work the phones, like, if you can find somebody to do the dash, the board, the phones, the switching, you can do it. Because he already had a porter. Like, he had it all figured out, right? So he did it. It was easy, like, they did it.
