What Goes Into Redesigning A Tile Store Checkout?

If you've visited Tile Outlets of America in Fort Myers, you know that the tile store checkout process includes five checkout terminals as well as a dedicated register and counter for tile installation professionals. That, however, is only as of late summer 2015.

We caught up with Michele Hoover, Vice President of Operations and General Manager of the Fort Myers store to learn more about what went into redesigning this tile store's checkout area.

What Goes Into A Tile Store Checkout Redesign?

TOA: What prompted the redesign of the checkout area in the Fort Myers store?

MH: We decided at the end of 2014 that we needed to re-configure the front counter area during the coming summer. We realized, with the high volume of contractors and retail customers coming to Tile Outlets in Fort Myers, that the current checkout lacked flow. Each group has distinct needs that are best served separately; we wanted to streamline our process and space to ensure that both have the fastest and best experience possible.

For contractors in particular, time is money. The faster they can come into the store, get what they need to complete a tile installation job and get back to the job site, the happier they will be.

That said, we quickly realized that we would not be able to make the checkout redesign work effectively work with the current layout.

We also needed to minimize any disruptions to customers and did the work in stages.

TOA: Michele, how did you get started with this project?

MH: The planning process for the dedicated Trade Pro checkout began in late 2014 and required a workflow redesign to improve the entire Point-of-Sale experience for Trade Pros and retail customers. The first step in this process was lots of measuring, drawing, and marking of the existing floor layout. We went back and forth with several designs until we finalized the plans.

The one thing we knew immediately was that the existing manager’s box/workspace” had to go away. It was much bigger than needed and was built when we first moved into the building. We often joked that it was the “tower or power” since it was raised almost 4’ off the ground. It was big and obtrusive and had to go.

The old manager's "Tower of Power" box. It had to go!

TOA: Tell us about the demolition process. Did you have to shut the store?

MH: We were determined not to disrupt business. Shutting the store was not an option. Instead, we did the bulk of the work when the store was closed, during off-hours.

The photos below show you some of the demolition process for the manager's box.

The box was dismantled starting on Sunday evening the 14th of June and by time the store opened on Monday, June 15th it was completely gone. We were all involved; in the first photo, you see Kendra Weaver actively participating in the demolition.

In the next two photos, we are disassembling the manager's box platform.

The funniest part is that once the box was gone, we found underneath the old vinyl tile that had been placed in different areas of the store when we took the building over was. We had long since removed the old carpet and vinyl tile that had been in other areas of the building a few years after we opened.

It was an odd discovery to see more of it 13 years later.

The last remnants of the manager's box and the old vinyl tile.

After the demolition of the old manager’s box was done, our store managers were displaced for about a week until we built a more compact and better placed manager's box (see photo below).

The new Tile Outlets Fort Myers manager's box.

TOA: Michele, what did the smaller manager's box make possible?

MH: The smaller manager's box in a better location meant that we had room for the next stage of the project: redesigning the entire checkout experience.

In addition to adding a contractor-only terminal, we were be able to reconfigure the 4 other registers for a smoother and more streamlined traffic flow.

We also added one additional overflow register to help minimize wait time when there are lines at the four other registers during peak periods.

The plan below provides you with an overview of the redesigned tile store checkout area.

TOA: Michele, that is very exciting! Are you pleased with how contractors and customers have reacted to the redesigned checkout experience?

MH: Yes! Both seem really pleased.

The Trade Pro dedicated service desk is staffed from 7am to 4pm when Trade Pros are most likely to need responsive service and a rapid checkout experience so they can return to job sites. They really appreciate it.

TOA: Thanks, Michele!

You can read more about the Fort Myers store and the redesigned point-of-sale experience in:

• Tile Outlets of America redesigns to fit trade pro needs in Floor Covering Weekly on 10/12/15.
• In the Fort Myers News-Press, Tile Outlets on solid ground despite industry changes by Dick Hogan, published on 9/28/15.
• Tile Outlets of America launches dedicated trade pro checkout in Floor Covering Weekly on 8/31/15.

If you are a tile contractor or installer, or a builder, designer or realtor who works with tile, consider participating in the Tile Outlets of America Trade Pro program. Learn more by visiting Tile Outlets of America Pro Services Program.