(I worked for Dillard's for 2.5 years). Since then, I've finally understood why I always felt defeated.
The problem with Dillard's Department Store stems from 2 things: Negative Reinforcement and the Corporate Team/Owners/Administrators.
I'd first like to address the number one problem: Negative Reinforcement. Dillard's does not use a policy of "reward by performance" (positive reinforcement).instead, they use the negative reinforcer of 'taking away' for not reaching a totally outrageous sales quota. Each sales associate is given a daily sales quota depending on their particular area. There is an extreme amount of pressure to complete stock work as well as maintain a level of sales that meets or surpasses the completely unreachable sales goal.in other words, a lot of employees (in my opinion, the majority) are "set up to fail". This creates a self-defeating attitude with the sales staff.in addition, it causes conflict with other employees as each one, determined to meet their quota each day for fear of a pay cut, actually fights for sales within a department.instances of arguing, stealing sales, and hostile work environment are the result. After a few months, if sales quotas aren't met to the satisfaction of management, the employee receives a pay cut: negative reinforcer. One needs only to read the hundreds of reports from employees who left this company. If Dillard's is wondering why they have such a turnover in employees, this is why.
Second, the Corporate Team/Owners/Management. Obviously, they aren't in tune with what truly motivates an individual to sell. If they would reward their employees based on performance (sales plus attendance plus work ethic plus attitude), instead of cutting their pay for falling short of an unreachable goal, they would notice less turnover and more profit. As they continue to lose employees who are unable to meet the apalling 'quota requirement', it seems they would realize that this tactic is not working. I haven't heard one positive thing about Dillard's in the last 10 years. Not only that, I know of a former manager who worked dutifully for over 25 years, moving to other cities, uprooting his family, then finally was 'fired' (not long after nearing retirement age) for 'insufficient sales' after the Corporate Office placed him in an older store that was within a 5 mile radius of their new 'mega store'. The Corporate Bureaucracy has lost compassion for their employees and sold themselves to the almighty dollar.
If Dillard's wants to avoid a strike or class-action law suit, they need to re-invent their rewards system and create a more personable relationship with their employees. It's important for ALL employees to be able to voice their ideas, complaints, and concerns without the fear of 'retaliation' or losing their job.
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