Let me be real clear about something. Working in the hardware store is the most satisfying job I've ever had. I like the people I work for and work with, for the most part. That doesn't mean that I won't continue to complain about the stupid stuff that goes on. Now on with the show.
Sometimes a question sounds stupid because the listener doesn't understand it. Other times it is simply a stupid question. Wait, there are no stupid questions, only stupid answers. Now I'm confused about my point here. Oh yeah, I asked a question at work and apparently, I'm the only one who didn't think it was a really stupid question.
We had a meeting at work and in the course of the meeting, the manager handed out some statistical data, which reported the results of a customer survey of our customers, that was recently conducted. The data was supposed to tell us something about how we could better serve our customers. It didn't tell me squat, because I didn't understand it.
Our chain classifies customers into five classes, from the casual passerby, who happens in, to the most regular of regulars; those who won't go anywhere else for their hardware needs. To my way of thinking, five is too many categories to be useful at the store level, but I don't get any input. So it is, what it is.
The information looked a bit like this;
(the number shown is the top score for each group)**
A. People who only shop with us: 48%
B. People who shop us first, but will go elsewhere: 71%
C. People who shop us among several stores: 49%
D. People who shop somewhere else as their first choice, we're in the mix: 83%
E. People who happen in by accident: 46%
**I have no idea what the parenthetical statement means
My question was simply, what do the percentages mean? As you can see there is no discernible pattern to them.
My question was met with stammers, awkward pauses and general confusion among the higher-ups. It became painfully clear that I wasn't the only one struggling to understand the data, including the poor woman trying to present it.
In the end, someone tried to change the subject by explaining what the five categories of customers mean, apparently thinking an explanation of something, was better than no explanation at all. I finally shut up, to the relief of everyone when it became obvious that we were getting nowhere fast.
Many managers, mine included, don't understand that data tells a story and it is their obligation to translate that data into something meaningful, if they want the little people to benefit from it. Instead, they confuse a bunch of numbers with actual information.
After the meeting two different people commented to me that, not only did the bosses not understand the information they were trying to present, they didn't even seem to understand my question. One guy asked me if I was just messing with them. Oh, well.
In more satisfying store news, I received my evaluation yesterday and it turns out that I'm doing a pretty swell job. In fact, I'm in line to become assistant manager (just kidding, Kurt). I did receive a raise, bring my wage up to 'next to nothing, plus sixty cents.' That ladies and gents is a sweet eighteen bucks a week. Well, technically $10.80 after taxes, but sweet none-the-less.
Things in this blog represented to be fact, may or may not actually be true. The writer is frequently wrong, sometimes just full of it, but always judgmental and cranky
12 comments:
Hey buddy!!
Been out of the blogging loop for a while... wanted to drop by and say hello!!
We had a paper on Mass Media Research last semester. Our teacher got into a major accident and we didn't have classes for weeks. The replacement teacher wasn't too well acquainted with the subject, so my total knowledge of research is squat.
Apparently research "is the most important discipline in every field" according to the original teacher.
Her accident was our loss.
I could explain these % numbers to you, Is how we do elections in my country!
71% of the peoples vote for one leader, but the other leader, he wins with 83% of the votes! This is often due to the 43% of people who are wandering by and are asked "what is your favorite color?" This may or may not be counted as a vote.
I guess you can choose more than one answer, though that doesn't make much sense either, does it??
I like puzzles.
I am surprised that the numbers do not add up to 100%, and the key to that seems to be the inexplicable parenthetical statement.
I get that "group" doesn't mean "class." My guess is that "group" stands for some sort of subgroup of customers polled. Like maybe the results of each pollster make up a group. Or maybe the results of everyone polled during a certain time period makes up a group. Or maybe the results from each store (or group of stores) in the chain makes up a group.
If so, those numbers are weird. I would expect to look at the average number rather than the higher number. Of course, these highest numbers tell you what is possible. You, too could try for 83% people coming by who usually shop somewhere else first. Or try to beat that record.
Whatever it means, you'd think someone would know, so they could explain how knowing these results could help.
I would have asked what was meant by "group," and they wouldn't have understood that question either.
Oh Lord. I almost always regretted speaking at meetings. People rarely understood what I was talking about.
I'd imagine that people would shop at a smaller hardware store when it's closer, more convenient, need a little neighborly fix for their loneliness, or when they could really use some customer service.
seems like a lot of mumbo jumbo to me.
I don't believe in polls or statistics. Something I've learned these past 8 yrs! ; (
Congrats on the raise. I was supposed to get my review last week. I'm still waiting. ; (
I hate meetings.
Congratulations on your review!
when you asked ...what do the percentages mean?
everyone in the meeting silently screamed, 'oh no, he's going to make the meeting longer!'
you should never actually try to figure things out!
you could be up for assist manager if you just don't think so much. or have you already let them know you think often?
I think maybe a moron is responsible for putting this statistical data together.
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