Optimise Staff Scheduling to Match Customer Demand: Tips and Best Practices

Learn how to align your staff scheduling with customer demand for maximum efficiency, improved customer experience, and increased sales by leveraging footfall analytics and expert strategies.

Five ways to ensure your staff schedule matches customer demand | StoreTech

Deploying staff to match customer demand, delivers a better retail experience

Schedule to the opportunity

Optimal staff scheduling is crucial for businesses seeking to align their workforce with customer demand, ensuring an efficient retail environment that delivers exceptional customer service and drives sales. However, striking this balance is often challenging, requiring retailers to navigate fluctuations in store traffic while accounting for operational constraints, employee preferences, and cost limitations. 

This article offers guidance on ways to ensure your staff schedules effectively match customer demand, empowering retailers to maximise performance and enhance customer experience. By incorporating these innovative analytics alongside expert strategies and best practices, businesses can unlock the full potential of a seamlessly synchronised staff scheduling system. Discover in this comprehensive guide how to align your staff scheduling with customer demand for a more efficient, productive, and profitable retail operation.

Harnessing the Power of Footfall Analytics for Staff Scheduling

To successfully create staff schedules that align with customer demand, retailers must first gather critical data to understand traffic trends and patterns. Footfall analytics serves as a vital data source, providing the following benefits:

  1. Identify Traffic Patterns: Footfall analytics captures data on customer traffic at different times of the day, week, and year, allowing retailers to anticipate demand and allocate staff accordingly.
  2. Monitor High-Traffic Zones: By understanding how customers navigate the store, retailers can allocate resources efficiently, staffing popular areas to ensure a high level of customer support and targeted upselling.
  3. Dynamic Adjustments: Real-time footfall data allows for dynamic adjustments to staff schedules, providing the flexibility to react swiftly to sudden shifts in customer traffic.

A study by HUI Research on behalf of StoreTech found that retailers using footfall analytics to optimise staffing experienced a 7.3% increase in sales.

Prioritising Customer-Centric Tasks for Better Work Allocation

When creating staff schedules that align with customer demand, businesses must also review the tasks assigned to employees. This ensures team members are focusing on tasks that directly impact sales and customer satisfaction. Here are three key considerations:

  1. Customer-Facing Roles: Allocate staff to customer-centric tasks during peak shopping hours, ensuring that visitors receive adequate support and attention.
  2. Operational Tasks: Assign non-customer-facing duties, such as inventory management and merchandising, during quieter periods when staff can complete these tasks with minimal impact on customer service.
  3. Sales-Driven Objectives: Encourage staff to focus on upselling and cross-selling during high-traffic periods, boosting sales performance and providing a personalised in-store experience to customers.

Adapting to Dynamic Retail Environments: Cross-Training and Flexibility

Training staff to adapt to unpredictable retail environments is crucial for creating efficient schedules and managing fluctuating customer demand. Cross-training employees and promoting the importance of flexibility can achieve this, through the following strategies:

  1. Cross-Training: Equip staff members with skills in various areas of the store, allowing them to switch seamlessly between roles depending on demand. This enables effective resource allocation in real-time and ensures a consistent customer experience.
  2. Flexible Shifts: Encourage staff to be open to occasional shift changes, enabling management to adjust schedules in response to shifts in customer traffic while accommodating employees' needs and preferences.
  3. Clear Communication: Maintain clear communication channels with staff about schedule changes and expectations, supporting a cohesive and adaptable workforce that can quickly adjust to changes in customer demand.

Implementing Best Practices for Schedule Creation and Management

Beyond footfall analytics, retailers should adopt best practices in staff scheduling to ensure customer demand alignment, efficiency, and employee satisfaction:

  1. Shift Scheduling Software: Utilise advanced shift scheduling tools to automate schedule creation, streamlining the process and allowing management to focus on higher-level strategies.
  2. Provide Advance Notice: Offer staff ample notice for their work schedules, enabling them to plan accordingly and ensuring availability during high-demand periods.
  3. Fair Distribution of Shifts: Equitably distribute desirable and less desirable shifts among staff members, fostering a sense of fairness and promoting a motivated, responsible workforce.
  4. Schedule Accessibility: Make shift schedules easily accessible for all employees to avoid confusion and streamline the communication of any changes.

By adopting a combination of data-driven insights, customer-centric task allocation, cross-training, and proven scheduling best practices, retailers can create staff schedules that align seamlessly with customer demand, resulting in a more efficient, profitable, and competitive retail operation.

Responding to Unforeseen Circumstances and Ongoing Schedule Adjustments

Maintaining the optimal staff schedule requires retailers to be adaptable and responsive. Here are some strategies to manage scheduling changes and challenges:

  1. Establish Contingency Plans: Prepare for unanticipated events, such as illness or adverse weather, with a contingency plan that outlines procedures for covering shifts and adjusting resources to maintain efficient store operations.
  2. Monitor Ongoing Performance: Track the effectiveness of your current scheduling strategy, noting areas for improvement and identifying opportunities to better align staff resources with customer demand.
  3. Encourage Staff Feedback: Seek feedback from employees regarding scheduling preferences, concerns, and suggestions, aimed at refining the scheduling process and promoting a more engaged and empowered workforce.


Optimising staff schedules to match customer demand is imperative for a successful retail operation. By embracing footfall analytics, reallocating staff to focus on customer-centric tasks, incorporating cross-training and flexibility, implementing scheduling best practices, and adapting to unforeseen circumstances, retailers can improve efficiency, customer satisfaction, and overall performance.

StoreTech's footfall analytics solutions, with over 25 years of expertise, empower businesses looking to revolutionise their staff scheduling process. Our innovative data-driven analytics, combined with best practices and strategies, allow retailers to effectively match customer demand and transform their retail operation into an efficient, profitable environment. Ready to invest in your retail business's future success? Explore our comprehensive footfall analytics solutions and gain invaluable insights to optimise your staff scheduling today. Contact us today to schedule an appointment!


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