“It’s not possible to serve all clients”. “We don’t have enough people”. These were routine complaints in operational meetings. HR had traditionally received quotas of staff per store based on employees/revenue ratio.
The funny thing is, it’s a bit like the chicken & the egg. Revenue didn’t go up since there were not enough personnel, and the personnel number was not increased since revenue was not enough. For a mid-market, fast fashion retailer that operates in a cut-throat, competitive environment with 67 stores, adding employees was a life or death decision.