Pros
They really were focused on development and training. This may be because of high management turn over, but they expect the best and provide many tools. They were also focused on continuous improvement in their TVS programs. Merchandising was very specific, they knew what they wanted to see and were disappointed if it wasn't exactly like the rest of the stores around, but just a little different to show that will, want and desire to succeed.
Cons
They lacked a realistic approach to time budgeting. The Daily Planner is a useful tool, but assisting customers is more important than tasks, and the management failed to recognize the amount of time it takes to be successful. They also placed too much emphasis on phone call surveys, judging the few customers interested in calling as a viable representation of the customer base in the store.