Cincigal Grocery Store Clerk - MERRY CHRISTMAS

Some were wearing Santa hats while others chose to wear those funny looking antlers - all in the holiday spirit.  There was card giving along with some gifts and even the customers got in the act, giving cookies and candy.  Employees, and customers alike, were in good spirits and you could hear laughter and the phrase 'Merry Christmas' coming from each department and up and down every aisle.

And, well, I guess that is about all there is to say.

Except for maybe one thing - if one has to work on a holiday, or the eve thereof, then I can't think of a better place to be or a better group of people to be with, then here at this store.

MERRY CHRISTMAS

Cincigal Grocery Store Clerk - SOMETHING IN RETURN

All too often there have been moments of frustration, with this job, that just seem to keep building up.  And, as a matter of fact, I clearly know as to were these moments stem from.

It's from not being given the opportunity to improve things.

Things that are out of your control, when in fact you know of so many ways that things could be improved on.  But, no one is listening - at least not the ones that are in control.

I'm not the only one, about every employee I work with is going through the same thing.  But, even though they feel frustrated they seem to have resigned themselves to the way things are.   I, on the other hand, am out there wearing it like the name badge attached to my uniform.

Frustration is a funny thing, and it leads to a slight depression that can actually kill the spirit;  the spirit that pushed you to strive for the best.  And when that happens then sadness creeps in and takes over of what remains of that spirit.  There seems to be nothing to look forward to, which leads one to fear what might lie ahead.

So, I have come to the conclusion that this is what happens when a person not only likes but invests themselves in where they work - they care too much.

This only leads to a personal dissatisfaction.

The other day, while helping an employee with a task, I kind of let it get the best of me and found myself making a statement, "I think I have been here too long."

"Oh, don't say that."  she said.

Now, I can't give a direct quote but she went on to say something about how she thinks that I get something in return, for working here, and she was not implying the paycheck.

Most of these people that I work with, now and in the past, possess a strong character.  With each job that they do they provide an incentive to others to perform to the best of their abilities.  Their common sense approach and genuine personalities provides customers with the best service.They work their jobs as though they were working for themselves.

Amongst them, they share similar beliefs and feelings and are hard working and genuinely good.  And certain social aspects, that pose problems in the world, do not seem to exist within this store. 

There has never been any set policies that make these people the way they are, it is just the kind of people that they are which makes the difference. 

So having looked at my job in that respect, instead of the business itself, I would have to say that this employee was right.

For it is not just the job, that I do, but more importantly it is what surrounds me while doing the job that makes the difference.

Talk at ya later!


 

Cincigal Grocery Store Clerk - IT'S ALL ABOUT US!

Considering that there  are less employees on the floor, these days, we do not always get the opportunity to hear the comments that shoppers make as they trek through our store.  And some of the comments we do hear are negative and not about anything that we, as employees, have any control over.

But I find that the things that the employees do have control over - well, we rate very high according to customers.

Usually in the evening there are new faces coming through the store, checking things out.  These people are easy to notice.  They walk slowly as they make their way through the departments eying the shelves, one by one.  Most usually these new customers are carrying a basket, instead of pushing a cart, and their heads seem to swivel back and forth.  Of course, you can't help but say, "Is there something I can help you find?"  Which is usually met with a smile and a nod of acknowledgement.

And since this was a week approaching a major holiday, there have been a lot of new faces along with some remarks as to what these shoppers think of our store.

I was stocking bananas when a customer came over to me and said, "You have a very nice Produce Department."  And later, as I was coming out of the prep room, I heard a comment as a couple passed me, "Yeah, but the store is so clean."

Sometime later I approached a customer, who seemed to be walking in circles, to find out if she was finding everything she needed.  "I must have that look." she said.  "Everyone here is nice and helpful."  "I have never shopped here before."

But, that's not all.

One of our weekly shoppers told our store manager that she had "a good crew here."  While another customer sent an email to corporate, praising the staff at our store.  The customer went as far as to say that they would never shop at K_____, as long as these employees, meaning us, were at this store.

To me, it is quite evident that what shoppers do like about our store is the cleanliness, assistance, personality and the department maintenance.

And when taking all of this into consideration, well - it kind of puts a whole new outlook on those so called, Mystery Shoppers. 

Don't ya think?

Talk at ya later!
 

Cincigal Grocery Store Clerk - OPTION RECALL

It seems that everything going on, right now, is up for debate. 

No, I take that back - nothing seems to be up for debate, decisions are being made for me.

Be it at work, health insurance coverage (mandatory/cost increase), utility suppliers (chosen for you), phone service (services added w/o consent), to name a few.  Sometimes, I feel that I am only here to pay the bills.

And now another decision - this Blog.

I, like so many others out there in cyber-space, am now facing the wrath of Google Plus.  It took me awhile to figure that out.

Since technology is not my 'forte', I had to teach myself every aspect of not only putting together a Blog but also learning to put together a Youtube video.  Success was a long time coming but, as you can see, I managed to do it.

And then it changed.  Some of the options, that I had, were now gone.

The Blog page appearance had now changed.  No longer were the Followers posted on the page but instead I found them listed in the profile.  Now I am ecstatic to know that I have followers on this Blog, even if they are few, and I want others to see that, yes, some people do like to keep up with this Blog.  It's simply an ego thing.

And besides, it took me hours to figure out how to put all of this together - leave it alone.

But then I couldn't get into my Youtube account without my Laptop freezing up.  And then 'it' wanted me to use my name for the account, instead of the Blog title.  Of course, one cannot find another 'being' to talk to about these matters.

It was just one thing after another.

So I started asking around and searching on the web and found these problems to be normal and what they were related to and why- Google Plus.  In fact, mine were nothing compared to others which I read about.

So I searched and found out how to get rid of the headache and then ran into a different set of problems.

The Followers are now posted on the Blog page, but no comments can be made and the page cannot be recommended unless one is signed up with Google Plus.  No longer do I have Friends/Circles (I only knew 2).

Youtube is not posted on my tool bar any longer and I have to get into the account another way.

Within the last four days, and nights, that it has taken me to resolve part of this problem I have found that I am beginning to sympathize with customers.

I find that options are getting narrower and one must rely on the supplier, even when we don't want to.  And having it our way, is becoming an extinct notion. 

Nothing seems simple anymore.

Talk at ya later!



 

Cincigal Grocery Store Clerk - THE WORD; PASSIONATE

With all of the changes that have taken place, at the store, and certain events that have been witnessed - it would not be surprising to find employees becoming disgruntled.  This type of reaction would only be normal.

And to be honest, the mood has changed and the talk is different.   That is, until these employees begin their job.

Quite a few years ago, we had a manager that put a new word into the store's vocabulary - Passionate.  And that word came to be, because of me.

It was a usual working day and this manager had been given some instructions on how to change the Floral Department.  The change was that of a physical nature and not one that I was in support of.  The conversation between us, went back and forth; him with his instructions and me arguing the opposite.  And then finally, it was over.

He looked at me and said, "You are so (deep breath) passionate about what you do."  Later we realized that what he really was thinking was that of a different word (b----y), but was professional enough to use the word 'passionate' instead.  From then on, every time an employee would become argumentative in regard to their department the response would be, "Quit being so passionate."

Although I have not heard that word used in quite awhile I have, however, witnessed it being practiced.

We have gone through many changes these last few years, changes that have taken away the familiarity of what we were accustomed to and instead replaced with sadness, insecurities and financial loss.

But, for some reason, these feelings are not reflected in the jobs that these people do.

They still over extend themselves in their work performance, customer service and team work. 

And though their efforts may be overlooked, they choose to carry on as they have done for so many years.

Honestly, I don't think that it is a choice at all but instead it is just the type of people that they are;

Passionate!

Talk at ya later!
 

Cincigal Grocery Store Clerk - THE THANK YOU

Another vacation and what have I accomplished? 

Well, I was really looking forward to coming to the house, barricading myself in and beginning my new project.  But, though I got started, I really did not accomplish that much and instead have a clean house and all the laundry is done.  Not exactly what I had in mind.

I tried, I really did, but was totally unable to concentrate.  Everything was ready!  I had purchased some canvas, had taken inventory of my brushes and paints and, more importantly, I knew exactly what I was going to paint.

As far as I got was putting the canvas on the easel and selecting the brushes and paints to use - and, then it was over.

For as quickly as my excitement came, it was gone. 

My mind would not stop thinking about, THE STORE.  This is pathetic.

Usually when I have something on my mind, I find cleaning is a great way to work out the stress of the situation.  Cleaning is basically motion memory so, I do not have to concentrate on what I am doing which allows for my mind to wonder.  And, more often then not, I come up with solutions while performing these tasks.  I call it, 'cheap psychology'.
 
But this time it hasn't worked.

The more I cleaned, the more frustrated I became.

Believe it, or not, the biggest concern right now at the store is that of the score of a Mystery Shopper's report and how this score can be improved.   And for all of the employees, this is like a slap in the face.  You see the score is based on greeting customers, department floors that are unattended, etc..  Oh yeah, and pop machines that are 'out of order'.  These reports do not take into effect as to what an employee was doing at the time or why the floor of the department was unattended or the fact that possibly the pop machines are not the property of the store - just the fact that these occurrences happened.

So, getting back to cleaning, I find that throughout my house there are reminders of what customers think of our so called, Customer Service.

As I clean the bookshelves I find these figures that are made from dried flower pods and seeds.  There are two figures, approximately 5" tall, resembling dancers with tambourines and flowing skirts painted in vivid colors, a clown's head reminding one of Mardi Gras and the little duck as he paddles across a never ending pond.

These figures came in a box that was given to me by a customer.  The customer's sister was a Botanist and made these colorful and imaginative creations.

As I put my laundry away, I open my closet and am reminded of another customer.   Sitting on a shelf is a little bag made of lavender tulle and tied with a lavender bow.  The contents of the bag is dried lavender which the customer had harvested from her own garden.

After cleaning, it was time to water my many plants.  High on a shelf, above the kitchen sink, sits a plant that over time has began to cascade down to the kitchen counter.  This plant came as a starter that was given to me by a customer who loves plants.

And every day, as I open the refrigerator, I am reminded of one of our smallest customers.  There on the fridge hangs a portrait done in colored pencil, of Miss Gizzy in all of her splendor.

Then there are all of the deserts, cookies and pizzas that have been brought to the store, by customers, for all of the employees to enjoy.  And let's not forget all of the hugs, greetings, advice and recipes that come our way.

Noticing all of this memorabilia, and how it came to be in my possession, makes me re-think Customer Service.   Maybe they are right.  Just maybe we do not give real Customer Service and we need to take another look at it.

Because looking around my house I realize that one does not receive gifts for giving Customer Service. 

But, instead, these are tokens as a 'Thank you' for just being who we are.

Talk at ya later!
 

Cincigal Grocery Store Clerk - THE REAL CUSTOMER SERVICE

Although this is a Blog that essentially writes about a grocery store, today I found another side of Customer Service - of all places - at a car dealership.

With 27 years under the belt, it is time to retire my Suzuki Samurai (at least until I can find someone to work on it) and resort to a traditional, everyday vehicle.  Alas, I am not different anymore.

So when my cousin decided that it was time to park the little Suz, I listened and agreed.  You see I have come to find out that there are certain times that I need to listen and - trust me - her, I listen to.

We started our venture last week and to tell you the truth, I just couldn't get into it.  With each car dealership we went to, the salesmen were there following and asking questions, when all we wanted to do was look.  But, no one would heed our "We're just looking.", until we got in the car and left.

But today, we tried again and I was told to be prepared to drive home a car.

Okay, so we start our venture and 'cuz', that's what I call her, knows exactly where we are going. 

The atmosphere at this dealership was not only far more relaxed, but it was also respectful.  We looked and then we were ready to ask some questions, get some keys and try them out.

It was while we were doing the paperwork, that I realized why I had enjoyed this little shopping spree of ours;  the Customer Service.

The personalities were down to earth and although outgoing, they were respectful in their approach and very sincere when answering our questions.  They provided us information that we had never thought to ask and followed up with a call in the evening to make sure that everything was fine with the vehicle.

All of this seemed familiar to me, because this is how we are at the store.

You can greet every customer you see, as we had been, but it is the sincerity that is projected that makes a customer feel that you are glad that they are there.  This is what makes good Customer Service stand out - sincerity.

Well needless to say, our venture is over and now I must learn to drive, park and adjust myself to this new vehicle sitting in my driveway.  And should anyone ask me where I got it, I will definitely tell them where and give the dealership a high recommendation.

So, the Suz is now parked in a nice garage after so many years of reliable service. 

And beside the Suz will sit the new gal in town - we call her, KIA.

Talk at ya later!

(A very special thanks to Chris and everyone at Kings KIA, Cincinnati,OH)

Cincigal Grocery Store Clerk - WHAT'S IN A NAME?

What is in a name?  A name is what we identify and associate things with.  It is how we identify each other and associate with businesses, products and the list goes on. 

Today I attended a meeting, at the store, that was designed to introduce to the employees the new changes of business that are about to take place in our store.  And one of the biggest changes will be that of the name - the old one is coming down and a new one is going up.

When I came here, this store (company) was known for having the best produce around.  It out did all the competition.  So, say the name and people would automatically associate it with fresh produce.  Unfortunately, that changed when the company brought in a different supplier.  But there were other qualities that were associated with the name.

The name stood for great Customer Service, friendly atmosphere and genuine low prices.  Unfortunately, the low prices kind of phased out thus leading to another change.

I work with some employees who worked, at one time or another, for other grocery companies.  And if the companies no longer exist, they talk about what it was like and what the name of the grocery company stood for in regard to customers.  And, more often then not, you can tell that they are happy to recall the name of the company they had been associated with. 

And now it will be our turn.

This is the store that made me the kind of employee I became.  And it is here, that I have learned about Customer Service, team work, how to create sales and business in general.

So when that big sign comes down from the building, I know that it is the name that will be remembered and what it will be remembered for;

Customer Service - the only thing that never changed.

Talk at ya later!

Cincigal Grocery Store Clerk - ONE STOP SHOP - NO MORE!

As with any thing new that comes into ones life, adjustments must be made to accommodate the change taking place.  And, I have found that I am no exception to this rule.

For quite awhile now, we have been expecting some changes to start taking place at the store - the only question was when it would happen.

So, with five hours being cut from my schedule it was time to try and take control of the situation; a situation I was prepared for.

Having already dropped any needless utility expense, I was ready to go onto phase two - health insurance.  With the new health care laws about to come into play, I did the numbers and reviewed the future prospects of fines and had decided that this was my only route to go at this time: sorry, Mr. President.

Next on the agenda - grocery shopping.

I do not have a car payment (vehicle is 27 yrs.), my mortgage is cheaper then rent, don't have cable, do not shop or go out to eat, no entertainment costs and I have not been on a vacation since I moved here 12 years ago.  So the only thing left to cut cost on, is my food expenditure.

After 11 years, I am having to change grocery stores.  What I have discovered is that, I am not alone.

I like shopping at our store and for all of the various reasons that most customers like, when patronizing a grocery store;  the convenience, staff, quality etc..  And to tell you the truth, this is the one cut that bothers me the most.

I am not going to find produce that is as good as what we handle, nor will I find a staff that is as helpful as what we are.

My allotted expense is a fraction of what I use to spend.  Before I became an empty nester a year ago, I spent $400.00/month.  Then my food expenditure went to $200/month.  Now this expense not only took in food but it also covered toiletries, hair care, pet care, pharmaceutical and anything else we handled.  I never patronized Target, Wal-Mart, Kroger for my personal needs - all expenses went to our store.

So as I leave, after a shift, I must remember not to grab a cart. 

This will be hard to do. 

No longer will I be able to invest in where I work; for 11 years, I reinvested my paycheck in my employer.

Now I am going to go out and venture through the world of grocery land and become like every other shopper out there - a 'cherry picker'. 

As I begin my new venture, as a consumer, I only have one statement to make;
'I am so going to miss shopping here!'

Talk at ya later!

 

Nancy Gifford's Artshow

Cincigal Grocery Store Clerk - IN THE COMFORT ZONE

No doubt about it, we get a lot of compliments.  And yet there are many times when we don't feel as though anyone notices, just how valuable we are.  Sad, but true.

Take for instance, the latest Mystery Shopper's Report.  Yep, it's the same old song and dance routine.

First on the list was a department that didn't have anyone on the floor - that would be me.  Perhaps I was not.  Instead, I could have been in the back prep-room bagging broccoli or green beans or maybe I was crisping lettuce or traying potatoes to put out on the floor.  Or, just maybe, I was flexing on a register or helping a customer locate a product.  Next, there were two people that did not look up from what they were doing to greet the customer;  one was hanging price tags on the shelves.  Oh yeah, and the pop machines were out of order.

Now even though we know that there are logical explanations as to what was going on when this Mystery Shopper strolled our way, it still has an affect on us;  kind of like being hit over the head.  Because no matter how hard you try or how much you do, it always comes down to what that one person wrote down on a report. 

But I have discovered, on many occasions, that when I am feeling down about these things it is ultimately the customers who lift me.  And today was no exception.

"Do you know why I shop here?"  a customer asked. 
"You people make me feel comfortable when I come here."  she said.

Ironic, isn't it? 

Talk at ya later!

Cincigal Grocery Store Clerk - JOINING THE MASSES

When I came to work at the store, eleven years ago, I was very surprised at the pay scale; it was definitely one that you could live with.  And before long I found that with hard work and a demonstration of good old fashioned team work, one would receive a raise.  Quickly, my earnings began to rise.

In fact, I started making more then at the legal office downtown where I had worked for a short time.  With that job one was required to have knowledge, background and education of law - this job, there was no requirement.

Over time I not only tried to apply myself, since I hadn't a clue of what I was doing, but I basically fell in love with the whole store.  The employees, many of the customers and the job itself provided me a life, a different one perhaps, but a good life none the less.

As time went on I witnessed many changes take place, changes that slowly started to unravel this new world in which I worked. 

The first thing I found to be true was that when dealing with customers you don't make changes, customers hate change.  Puts a whole new slant on the saying, 'Change is good.'

The second thing I learned is that if customers don't like the changes, guess what - they go elsewhere  and no amount of good Customer Service will stop them; Business 101 - Customers have the upper hand.

And the third thing, which I learned, that despite the first and second things, companies never learn and continue to make changes.  And customers continue to react negatively. 

But amidst all of this there is another side - the employees.  The very people that go out of their way to work the business of companies are only left, in the end, with the sad result of the changes that did not work.

So move over American retail workers, we are now joining the crowd.  With news that hours are being cut, we have now joined the ranks of other retail employees that we have read about for the last year or so.

Now here we are amongst another 'CHANGE'.  And this change, like so many others, is doomed.

Companies always look at the bottom line and when sales drop, they react - like this - instead of trying to figure out why sales are dropping.  And in this reaction, that so many companies have taken, we will see that bottom line continue to fall.

Why?

Because the very people that support these companies are losing their spending power.

Talk at ya later!







 

Cincigal Grocery Store Clerk - LUCKY US!

"It just makes you feel happy!" commented one of the employees.  And he was right, it does.

Once again the corporate office has decided to start moving managers around.  We haven't decided, yet, if there is a particular reason for this action or if corporate just seems to get bored every now and then and decides to shake things up a bit.  But as for us well, it just doesn't seem to faze us anymore. 
 
We just kind of 'go with the flow', so to speak.

What we have found to be true, is that there are different categories for managers.  Not all managers are equal.

Some managers are good, while some are not so good.  And in order to define the difference, between these two categories, I have provided a list of qualities that depict a good manager;

1)  Being a good person
2)  Being a reliable person
3)  Hard worker
4)  Team player
5)  Providing a good working atmosphere
6)  Being respectful to the staff
7)  Showing appreciation
8)  And being able to provide a laugh or two sure helps.

So, why are the employees happy?  Well, last week we lost a manager that we really liked - a lot!  But, at the same time, we received the good news that a former manager that we really like, a lot, was returning.

Managers make all of the difference in how employees perform.  I have seen the morale of the store go up under one management, only to come crashing down under a different management.  This morale change can happen as a single department or as a whole store.

Whatever, managers are the key factor and I guess you might say that we just got lucky.

So, like the employee said - "It just makes you feel happy!"

You bet it does.

Talk at ya later!


 

Cincigal Grocery Store Clerk - A SURPRISE OR TWO

Every once in awhile, you can have a day that is uplifting with a surprise or two.  Such was the case this last holiday weekend.

As with all holidays, customers were busy shopping for the weekend festivities.  Everyone preparing  to celebrate the last hurrah of summer.  Everyone but us, of course.  Be that as it may, everyone seemed to be in a good mood.

Unfortunately, there was one customer that didn't quite see it that way.

This was a busy weekend for the Deli and the waiting lines did have a tendency to grow.  One of the big ticket items, for the weekend, was fried chicken.  The fryer and Deli employees were constantly busy trying to keep up with the demand of this highly popular item.  No sooner was one batch of chicken done, then another batch would be put in the fryer and the prepared chicken would end up selling quickly before the next batch was done.  A never ending cycle. 

Even though the employees went nonstop there was a customer who felt that that was not enough.  Disgruntled that the new batch of chicken was not ready, a customer voiced their opinion as to what was needed in order to keep up with the demand; more employees/more fryers.  And with their opinion (demand)  being given to an employee, the customer wanted to take it a step further and see a manager.  Okay.

By now the customer has received so many apologies and the attempts to please the customer were ignored - the customer stomped out of the store.  Thus leaving one poor Deli employee, who had taken the brunt of the complaint, worn down after so many attempts to take care of the situation.

A little later I happened to walk by the Deli and saw that very same customer, she was back and standing in line in front of the Deli counter.

The Deli employee, being professional, greeted the customer and the two exchanged words.  And here's the good part of all of this, the customer apologized to the employee.  By now, the chicken was done, the customer's order was filled and everybody went away happy.

I guess that we all talked about that for the rest of the afternoon.

Later in the evening things had quieted down and it was my turn to go home.  I happened to be walking out the door the same time as another customer was leaving.  The customer, holding her shopping bags, stopped and asked me if I would mind doing her a favor.  In one of her bags was a box of ice cream bars which she pulled out and opened. 

According to the customer this ice cream is the best and having had a discussion with the cashier, who had not tasted this yet, she wanted to send her an ice cream bar.  So, the customer gave me two ice cream bars, one for each cashier, and I was more then happy to be the bearer of such a tasty treat.

The cashiers were surprised and delighted.

Even though we did not get to celebrate the holiday weekend like others did, we did, however, have a day that was uplifting with a surprise or two.

Talk at ya later!

 

Cincigal Grocery Store Clerk - IN CELEBRATION

This is the day that we celebrate the American workforce.  A day that has been set aside to honor us. 

With more of the public working less, earning less and worried more, it is safe to say that we need a moment just to chill.

It is the workforce that has always been called, the middle class.  This is the public  that financially supports the nation, communities and businesses alike.  They, in fact, are the life of the economy.

But with the latest threat of health care reform costs, etc., businesses are cutting that very livelihood in half.  Without thought as to how these cuts will affect the very nature of their own businesses, they are depleting  the spending power of the workforce in order to save costs.  Ironic isn't it?

Last week a long time customer, while shopping, said that he wouldn't be coming in anymore to shop.  Having worked two part-time jobs, in order to maintain 35 hours, he had just been laid off from one of the part-time jobs.  He would have no choice now but to patronize one of the local food pantries since he would not be able to collect very much in assistance.

"I'm so sorry." was all that I could say.  This left such a sad feeling in me, one I still feel, unable to help in any way and yet, also feeling a fear of my own future and those of my fellow co-workers.

When, or if, things will turn around has yet to be seen and what will be done in the meantime, is any one's guess.

So, go on and celebrate. 

You have worked for it and deserve it.  In fact, you are possibly working harder now, then ever before.  And while you celebrate, remember that you are the staple of the economy and that your very existence is needed in order for this country, community and businesses, alike, to survive.

Talk at ya later!


 

Cincigal Grocery Store Clerk - TWO YEARS RUNNING

Since this is the second anniversary of this Blog, I decided to list the posts which got the most recognition;

NEWBIES - 10/25/11
HOW DO YOU LIKE ME NOW? - 11/5/11
RESPECT - 1/14/12
FAMILY - 1/1/12
THE DREAM - 7/4/12
THANKS OPRAH - 6/3/12
HELLO - 5/28/12
THE MEMORY - 5/15/12
AN INSPIRATION - 5/1/12
REFLECTIONS OF DAYS GONE BYE - 4/17/12
THE KINDNESS OF STRANGERS - 4/12/12
THANKS FOR THE MEMORIES - 9/20/12
CHILI COOK OFF, BOOK REVIEW AND DREAMS - 10/24/12
FLOWER POWER - 9/22/12
THE WILL TO SUCCEED - 9/20/12
HERE'S TO THE LAST TEN YEARS - 9/2/12
HERE'S TO A JOB WELL DONE - 10/10/12
I HEAR VOICES - 4/10/13
MY INSPIRATIONS - 3/28/13
THE WISH TREE - 12/21/12

HAPPY ANNIVERSARY CINCIGAL GROCERY STORE CLERK!

Cincigal Grocery Store Clerk - TELL ME NO LIES!

With the amount of people that I run into on a daily basis it is amazing, to me, all of the conversations and incidences that I can seem to recall.  In fact, my memory is so sharp on these matters that I find that there is not one detail of which I do not remember. 

Which has always made me wonder as to why my mind cannot be that sharp on my own personal matters like remembering to pay the water bill, forgetting the grocery list or trying to remember where I put the car keys; in the car and it is locked.

But, this is the way my mind operates and it continually upsets me.

On the other hand, sometimes it is a good thing.

Yesterday, I was told that a customer called the store and complained about me.  It seems that this customer wanted to speak with the store manager, and followed through with a complaint about how rude I was.  She, the customer, mentioned the department, day and how this was to have occurred.  The store manager, being professional, took the complaint and that was that.  Or, so I am told. 

The reason why?  Because the incident occurred in front of the store manager and, I am told, I was not rude.  In fact, there was no incident at all.  Which left us to wonder.

Over time, I have watched as some customers have complained about certain employees.  When this occurred, it was almost always guaranteed that the customer could receive a gift card, sometimes as high as $50.00.  It did not matter if the customer was in the wrong or not; most generally they were.

Then I have witnessed times, where a customer would complain about an employee only to have another customer, who had witnessed the incident, come from behind to act in the employees defense.

There are always going to be complaints, I guess.  And unfortunately, it is the employee who most generally ends up on the short end.

But, I was fortunate.

This ordeal happened on Saturday night and the store manager had come to get me since a customer needed assistance.  Together we walked out to the customer and I asked as to how I could help.  Her response;

"When did you start working in produce?"
"I always have." I said.

With that the customer backed off and said, that she didn't need any help and off she went.

Yes, the incident was hard to understand but I figured it out. 

This particular lady likes to find product that she thinks she can get marked down, in fact that is all that she buys, and my guess is that she has approached me in the past and I did not do as she wanted.  So, she does not want me to wait on her.  In fact, she doesn't want me in the department - she likes the guys better.

So, there you have it.

Even though this ordeal is rather strange, to say the least, there is something to be learned here.

A customer calls in a complaint on an employee, and the complaint is basically a lie.  Had the store manager not been there, or the girl from the deli not witnessed it, what would have happened?  Would I have been believed?  Or, would this customer have gotten her way?

Something to think about!

Talk at ya later! 

Cincigal Grocery Store Clerk - NOT MUCH TO TALK ABOUT

There hasn't been much to write about, lately.  And much, of what I do see, is rather discouraging.

It seems that so much of our loyal traffic, has ceased to come to the store on a regular basis.  And those that do come are often bewildered by the changes that have taken place.  As are we.  And to watch this is not only discouraging  but, leaves one to ponder the security of the future.

So much of the new traffic, that has started coming to the store, is often rude. abusive and seems to be looking for a reason to argue. Not at all what we are accustomed to.  Don't get me wrong, we have had this type of customer coming to the store for years but there was a balance.  You could be shot down one moment, only to turn around and be praised by another customer the next moment.  Everything evened out.

Since customers don't patronize an establishment anymore and so many employees have become part-timers, who don't look upon their employment as their future, the way of doing business has changed.

The change evolves over years; remodeling, resets, downsizing staff, downsizing stock and eliminating services.  After so much change, the customer can't depend on the business that they patronize and sooner or later they begin to go elsewhere. 

Changes made don't seem to take the customer into the equation.  In other words, companies don't think like customers when making these decisions.  The only thought is to improve the bottom line which only seems to continue to 'downsize', despite the changes made.

And employees have changed.  Employees, once made a difference for a company.  The interest, dedication and hard work were once the staples used to strengthen a business that provided staying power.  But that too, has changed.

Take for instance the deli department where suggestive selling is practiced.. An employee, from another store, was telling me that she noticed that the part-time employees do not make an effort at this.  They simply do a job and leave.  But, like I was told, who can blame them. 

Today's employees come a 'dime a dozen', so to speak.  They are hired in as part-time, at a minimum wage, work a schedule with irregular hours and are without the benefits that once drew qualified help.  And even if they are offered, let's say, health insurance they find that they are unable to afford it.  Not a pretty picture.

It seems that what companies have tried to avoid,  has only increased with the decisions that have been made.  In an attempt to make a profit, or maintain business, companies have only continued to make things worse.  Not just for their business but their decisions and practices have helped to keep the economy in a stalled position; retail jobs do not provide spending power for the average employee.

For some reason, the employees in our store still give their job that 100% that they always have.  And our part-time employees seem to follow the same footsteps.  But the frustrations are there and the looks of dismay show up from time to time.

Today, these people still act as they did when I first entered these doors almost eleven years ago.

The only difference is, there are fewer of them.

Talk at ya later!


 

Cincigal Grocery Store Clerk - WHY WORK HERE?

You know, you would never know how important grocery stores are until you search the web; pages, Blogs, interviews, commentaries, web sites, articles. etc..  And the reason, I guess, is because it is considered such big business.  Just look at all of the companies that are not grocery stores, but they still handle groceries.  So if you forgot to get milk, when doing your grocery shopping, you can stop by the drugstore and pick some up on the way home.  What convenience.

Yep, everyone handles food and has sales.

But when reviewing these sites, and reading these articles, I find that they most generally have nothing to do with groceries, the majority are all about the business of; Customer Service, technology, customer appreciation programs. 

Now recently I read a posted question, on a grocery site, requesting some ideas on preparing an, 'effective interview guide for hiring' employees.  The concept is simple enough, 'improve Customer Service, decrease turnover.'  I am sure that this basic formula would alleviate a lot of future hassles.

But, why does a company have to go to such great lengths to find good employees?  I mean, perhaps the company itself is lacking in something.  Why would employees not want to give good Customer Service and, why would there be a turnover?

So, I got to wondering - how did we get hired and manage to stay?

Although I cannot speak for the others I can, however, speak for myself.  I had an interview, answered their questions and knew nothing about grocery store jobs or the business thereof.  That was it, HIRED!  Why?  I, to this day, have no clue.  After all I was the least qualified person you could think of. 

Years later, I would learn that I was not expected to stay.  They were sure that I would keep looking,  find a job that I was qualified for and would hand in my notice. 

Fooled them!

But when I take the other employees into consideration I can see how they, not only managed to get the job, but have maintained a long history with the store.  

The secret to hiring so many with staying power?  The type of people that were hired.

These people did not come in with Resumes or a long trail of previous companies they had worked for.  They were just ordinary, hard working people that needed a job.

In the process the company gave them something to work for and the employees, in return, provided a good work ethic, great Customer Service and staying power that has lasted, for many, 15 to 20 years.

Why did I stay?  Well, I have to be honest.  After all I was making the same amount as I would downtown, didn't have to pay for parking, was only seven minutes from the house and my wardrobe was made simple with a uniform. 

But the real truth, as to why I stopped the job hunt, is the kind of working atmosphere that surrounded me.

I have learned a lot about business and how to create sales.   But the most important thing that I have learned, is the type of people it takes to make it work.

As for the posted request, a comment was posted from a retired grocery person who felt they could assist the inquiry since they had the knowledge acquired by the experience of many years in this field.  Of course none of which was posted.

So, what's the answer?

I think I just laid it out.

Talk at ya later!

Cincigal Grocery Store Clerk - TAKING IT PERSONALLY

"Are you ready?", were the words that I heard as I made  my way in the door. The store was busy and everyone seemed to be hopping.

Stocking, restocking, flexing on register - there was no down time.

Towards evening, I was stocking the front display of peaches when a customer said, "You're busy today."  "Good."

The customer went on to say, how much she likes coming to the store and how personable everyone is. 

We conversed for a few minutes and I thanked her for her compliment.

Later in the evening, I got to thinking about a statement that this customer had made; "I was talking with a friend of mine, and she said that this is the best store in the company."

Imagine, being told that we are the best.

In this business, an employee can have a tendency of taking their job personally.  In fact, the one liner I hear more than any other is, "You can't take it personally."

But, for some of us there is no choice in the matter; the job just becomes a part of you.

It's in the preparation, organizing, maintaining, planning and how you work it that makes the difference.  You are putting yourself, physically and mentally, into what you do.   The outcome of the job, becomes that of personal satisfaction - because there is no extra pay or recognition.

And although this is a valuable tool for a business, it can end up being discouraging for an employee.

I often think that I need to distance myself from this job but so far, I have not been very successful at it.

So even though there are discouraging moments and the thought of, 'Why, do I do this?,' crosses my mind from time to time, you find that it doesn't always go unnoticed.  For every once in awhile, you will hear those words that give you a sense of recognition.

And wouldn't you know - it will most generally come from a customer.

Talk at ya later!

Cincigal Grocery Store Clerk - THE PERFECT DESCRIPTION

So, the other day I am having a conversation with someone who works for the company and goes from store to store.

"Have you ever been to the other ______ stores?"  they ask.
"No."  I said.

Well, they go on to tell me how nice the stores are, in fact the word, 'pristine' was used; shiny, waxed floors - and the list went on.  Of course, as I take a quick look around me, I can say that that particular adjective does not apply to our store.

Considering the appearance of the other stores, it is no wonder employees go into culture shock when they get transferred here

"But this store is unique."  they said.  And, that it is.

From the time I entered this building, there was a phrase that was repeated annually, 'The store is going to get remodeled.'  Ten years later - the phrase continues to be repeated.

While other stores have been remodeled, some up to four times, we just get a 'reset.';  something else customers don't like.

We don't see the store being remodeled in the future, nor do we see shinny waxed floors, new computers or anything else that would improve the store's appearance and function.

But even though the  store shows it's age, and the front doors stick from time to time,  it is what's inside the store that sets us apart from the other stores.

The people that work it.

And that adjective, Unique? It's a perfect description of who we are.

Talk at ya later!

 

Cincigal Grocery Store Clerk - CORPORATE ETIQUETTE

Yesterday, was the usual Thursday; delivery, stocking, watering and anything else that came along. But something occurred earlier, within the day, that has stayed on my mind; being ignored.

I had just finished cutting a couple cases of flowers and had taken them out to the floor, where I was soon joined by corporate officials.  Well not joined, exactly, more like within their presence.

Standing a foot away from me, they were examining a spot where the plants are located.  They conversed amongst themselves and not once looked at me or acknowledged my standing next to them.

I have only been to the corporate office about twice in the last three years.  The first time, the main man shook my hand and commented on how much I looked like Sandra Bullock.  Cool!  The second time, I don't even remember seeing any corporate officials.

But yesterday there I stood, with my name badge on, and was not even given any form of acknowledgement.

Guess I don't look like Sandra anymore. 

But, a customer came by, pushing a cart, and guess what?  These corporate officials went out of their way to speak to the customer.  Customer Service!

A few months ago, I read an article about a company located on the east coast.  This company has been in business for five generations and was originally located in Hungary but came to America in the 18th Century. After five generations, this company remains owned and operated by the family. 

As for the employees of this company, past and present, there is no recollection of any layoffs.

Their secret?  The company takes care of it's employees and the employees take care of the company.

Needless to say, much has changed over the last few centuries but the one thing that has remained the same is the strength of  this business.  Strength that can only come from the unity of a business and it's employees.

I guess that there is a lesson to be had here.

Talk at ya later!



 

Cincigal Grocery Store Clerk - ACTIONS vs WORDS

They say that, 'actions speak louder then words' - I will have to take their word on that.  Whoever, they are.  But, if you ask me, I believe the two are equal.

With all of the new faces showing up at the store, over the last month or so, I have noticed a change in attitudes and grammar amongst some of these new customers.

Now granted, we have our usual - like 'Indiana Jones', a well deserved nickname because this customer looks the part; complete with sidearm.  We just wish he had the personality that his romantic, heroic namesake portrays.  Unfortunately, he does not.

Then there is the lady who likes to throw things.  As I walked by her one day, without a word, she  tossed a flattened loaf of bread at me and said, "I don't want this."

But on the whole, I have to say that I am spoiled.  Most of our customers are really nice to us.  It is just that every once in awhile, we have to remind ourselves of that.

But a change seems to be taking place and it is starting to surround us on a daily basis.

There are far more people that are rude.  And as I stock the tables at night I find more bags of food that have been opened and taken from.  As if that were not enough, some that come through the store seem to be on a power kick.

The other day, while in the Produce Department, a young woman approached me concerning  a cake she had ordered and that she was there to pick it up.  With no one in Bakery, at the time, I told her that I would get it for her.  She gave me the name and I found her cake and brought it to her.  Handing her the cake, I waited to make sure everything was correct and was about to thank her for her order when she said, "I guess I'd better look at it and see if every thing's okay or if I am going to have to kick someones f______ ass."  With that, I turned and left and didn't look back.

At home I have a sign hanging next to my easel, which reads, 'Humor, never leave home without it.'

Although I may believe in what the sign says,  I can honestly say that lately, I am having a hard time practicing it.

Talk at ya later!

 

Cincigal Grocery Store Clerk - FAMILIAR FACES

With all of the changes that we have faced recently, along with the unknown developments we are about to encounter, I have to admit that it leaves one just a little skeptical of the future.

While the store was busy this weekend, and that felt good, I happened to realize one important detail - all of these customers were unfamiliar faces.

For a minute, I stood there in the produce department and took a good look around me and not one familiar face did I see.  People were hustling through the department picking up the produce as they made their way through the store, asking for directions to further their shopping.

I was amazed.

But as I started to think about this, I realized that I hadn't seen many familiar faces throughout the last couple of weeks - or so.

There are certain shoppers that will shop on specific days of the week and then there are some shoppers that will show up two to three times a week; this is how one keeps track of the local traffic.

These customers, which we are use to seeing, are familiar faces and familiarity is a good thing; something one can count on, a sense of security.

As the weekend came to an end, I have to say that I was a little disappointed that most of the usual customers didn't seem to be coming around anymore.  Maybe it's because, when working in this type of environment you look forward to the casual conversations, the compliments - that familiarity.

After all, it's the customers that you really work for and if they don't come around then why are you working so hard - if not to please them?

Talk at ya later!



 

Cincigal Grocery Store Clerk - ONE MORE TIME

As if we, the employees, had not been jolted enough this week - hold on, the second shoe dropped today.  And trust me, we have been left feeling quite dismayed.

Our store manager announced, that he is being transferred to another store.

Store managers come and go, this is common knowledge, but this manager has a history with this store and this is what makes the difference.

Three years ago, the employees of this store had been under management that had left them broken.  And then, to top it all off, another company came in to take over and we all ended up going through the transitional phase.  It was a difficult time to say the least.  But when things seemed at their bleakest, and the future unknown, we found out that an old, familiar manager was returning.

You would have thought these employees had won the lotto! 

This is the store where this manager did his training to be a store manager, so he was coming into familiar surroundings.  He knew us and we, him.  Good enough.

In the following months we all eagerly jumped in and made changes, cleaned up the store and burst forward in eager anticipation.  He brought us up and we have been that way ever since.

The one thing that you have to understand about us, is that we are just not your ordinary grocery store employees.  We are a group of people who are dedicated to our jobs, our store and know Customer Service better then those that preach it and write about it.  

Good management is always the deciding factor as to how a store will operate. If management respects it's employees, and visa versa, then you will have a winning team. We are a winning team.

So we thank him, for being the type of person that he is; for supporting us, showing us respect, giving us back our store, letting us be ourselves and being a pretty cool guy.

To say we will miss him, goes without saying.  I think that he knows how we feel.

But, I have to say that we will have the last word; 

Thanks Dave!
 
FROM THE MOST AWESOME GROUP OF EMPLOYEES YOU WILL EVER HAVE

Talk at ya later!

Cincigal Grocery Store Clerk - SHOPPING TREND

Since I was getting off of work, earlier than usual, I decided to pick up a few things and make my semi-annual shopping trip to Target.  After all, it's right on my way to the house.

With list in hand I entered the store, picked up a basket and started making my way to the necessary aisles to complete my list.

First off, the jewelry department.  Having found what I wanted I began to look around for a clerk since the item was in a locked case.  Instead of a clerk I found a red box with a button on it; push the button if you need assistance.  Pushing the button, I hear a voice informing me that someone will be assisting me in 60 seconds.  Sure enough, a clerk appeared.

Okay, next on the list was a DVD Player.  Yep, I guess that seven years is the extent of service for these technical gadgets and I must replace mine.  So, I hunt and am unable to find where these gadgets are and in looking around I find that I don't see a clerk anywhere.  But on the counter sits another red box with a button.  Pushing the button, I hear the same recording as I did in the jewelry department.  But sure enough, within 60 seconds - I think - here comes a clerk.

Now this clerk was polite, but unfortunately did not know that department so we searched together.

The next thing on my list are shoes.  In order to get to the shoe aisles one has to step over shoes that are scattered everywhere.  And when I finally made my way down the aisle, I was disappointed because all that were out, were sandals.  What a mess.

The last things on my list are vitamins and a supplement, which I forgot to pick up at the store.  And, that too was a disappointment.  Although the store handled my brands, their selection was so limited that I could not find what I was needing.

So between the messy aisles, lack of staff and the limited selection, I am not so sure that this is how I want to shop.

And what really gets me, is that I have heard customers complain about lack of staff and limited selection at our store.  My questions is, WHY?

Our store is not messy and is small enough to where you can locate assistance and as for selection, I found things that we have that other stores don't have.

Making my way out to the parking lot, I realize that I don't like this new trend of shopping and made myself a promise that I do not think that I will be back anytime soon.  I want to see the faces of clerks in the departments I am shopping in, not pushing a little button and having to wait for someone who has had to run an aisle or two. 

And when I am talking to a clerk, I prefer that I get to ask a complete question not have to wait while a clerk has to listen and respond to the two-way radio they must carry.

And please, clean up the messy aisles so a shopper can look at the merchandise instead of trip over it.

Apparently, consumers don't mind this type of shopping; maybe it's because they think that they are saving money.  Because if consumers did mind, it's a guarantee that companies would be making some changes.

Once in my vehicle, and key in ignition, I look out the windshield and have the answer of where to shop - Sears.

Now why didn't I think of that earlier?

Talk at ya later!


 

Cincigal Grocery Store Clerk - TOUGH WEEK!!

As the title to this post implies it has been, and will continue to be, a tough week for the employees at the store.

We watch as a part of the store is closing and witness the changes taking place.  Where once there was a sign that said, Pharmacy there is now a banner  informing customers of the  details.

The company has been busy assisting these employees with the offering of alternative positions within the stores or interviews with another company.   Making sure that everyone has assistance with this change.

That is the business end.

But what we, as employees, experience is the personal end of the matter.  Customers with their questions, which we are not capable of answering, the heart felt concerns and the sadness that lags behind.

Throughout these years, we have always been assisted with whatever has ailed us.  From cancer to diabetes, the employees were never without assistance or left with questions.  And if your blood pressure was a little too high, or something else seemed to be out of the norm, they were quick to direct you even without being asked.   It was a place where everyone knew the names of the various customers; customer and pharmacist were on a first name basis.  

Bottom line, we were known and well cared for.

Last night, a customer said to me,

"You know what I hate?"
"It's not personable anymore." 
"No one will know me by name"
"When I go to pick up my prescription it won't be, 'Here you go Dick.', 'How you been feeling?' "
 "Now, I will just be one of thousands."

Talk at ya later!

.

Cincigal Grocery Store Clerk - THE VALUED EMPLOYEES

Grocery shopping has changed a lot over the last ten years.  And most of the changes have occurred due to the stores themselves; business decisions.

With all of the competition, changes in shopping habits, brought on by the economy, consumers have become more like nomads instead of loyal customers.  And with these changes comes uncertainty for the employees who work in this line of employment.  An uncertainty that lies within each one of us.

Employees, who work in this field, work hard and take on much; both physically and psychologically.  And for their efforts they work irregular hours, less hours, are cross-trained and are told to smile more.

Everything aimed toward customer satisfaction - Customer Service.

But when all of this fails, what happens next? 

We have, in our store, some employees who probably had the most important job of all.  These people are set apart from the rest of us, due to their responsibility.  Their knowledge, expertise and service far exceeded what we, as clerks, have to provide.  And through the years customers, and employees alike, have relied on these special employees to help them get through their health issues.  For many, they became a trusted friend.  These valued employees provided the ultimate in Customer Service.

And now, we are losing this group of employees.

As some of  the employees put it, "We've been on this roller-coaster ride for so long."  "Though nothing surprises me, this has really hit me hard."  "What will we do without them?"

Although we are not given reasons as to why business decisions are made, and to make a comment on such decisions would only show ignorance, we can, however, predict as to how this will affect the customers and the future.

And as to how we feel?  Well, I think that has already been established. 

One employee said it the best, "To tell them how bad I feel about this, doesn't seem to make any sense."

"There are no words to express this."

Talk at ya later!

 

Cincigal Grocery Store Clerk - FROM CHINA TO AMERICA

Until three years ago, there was a certain customer that would come into the store three to five times a week.  His shopping list was simple; hot peppers, a jug of tea.  Hot peppers, he would tell me, was for his heart condition and the tea was just a mere enjoyment.

With each trip to the store, he would stop and visit with me.  Our conversations, I will always remember.

This gentleman, was from China.  Throughout the years, I learned of the Japanese invasion into China, when he was a young man, and of his life in a concentration camp.  It was in the camp where he met his future wife.  It was a meeting that ultimately saved her from the hands of the Japanese soldiers. 

Upon leaving the camp they made their way to the Netherlands.  He would tell me that, it was the Chinese that taught the Dutch to eat three meals a day instead of two.

From the Netherlands, these two Chinese immigrants made their way to America.  It was here that they planted their roots.  He worked as a Janitor, bought a home and raised a family.

He was now eighty-five years old and his wife was suffering from Dementia.  His doctor was pleased with the improvement of his heart condition, to which he was quick to tell the doctor. "It's the peppers."  He often told me about the peppers and to also remember that the cure for what ails one, is in the foods.  Advice which I have taken to heart.

His tidy, brick home sits on one of the main thoroughfares and every day I pass it while on my way to work.  On the porch sit two statues;  Dutch Girl, Dutch Boy.

Today, as I passed his house, there stood a For Sale sign.

One of the problems with this job is that there are some customers you become very attached to and, he was one of them.  Having not seen him, the last three years, I presumed that his health must be failing but I kept looking for him.

Why this customer chose me to talk to, I don't know.  But, I am very glad that he did.  Through him, I got a look inside history and the two lives that survived it.

I will miss him.

Talk at ya later!

Cincigal Grocery Store Clerk - THE PRIDE THING

There was an employee, yesterday, that kind of made a big difference for his department, for the store.  And well, I just thought we might sing his praises.

A very large order had come through for two different departments.  Each department had a sizable amount of preparation to do, in order to fulfill this order.  In the meantime, the departments printed out the necessary UPCs for the customer, who took them to a clerk to be rung up.

Once the preparation, for the order, was done each department boxed, and put the prepared orders into the coolers to await the pickup. 

Having given some thought to this order, an employee suggested that I might want to double check that receipt and make sure that everything from his department was listed.  There had been four orders, each in the same amount, but only one UPC had been printed out.  And even though he had marked it as the total times four - well, you get the idea.

So, I heeded his suggestion and sure enough he was right. 

When examining the receipt, of the suspended order, I found that the customer had provided the UPCs to the clerk to be scanned but had failed to tell her that there were four items, to one of the UPCs, so the clerk only scanned the UPC once.  Once the oversight was caught, the clerk added the other three items to the suspended order.

Now this made a considerable amount of difference in the sale.

What made the department clerk think of this happening?  And why would he even give it any consideration? 

After all, he was the employee who had allegedly failed to greet a Mystery Shopper and naturally, this was brought to his attention. 

So, here you have an employee who had failed to greet a customer but was able to successfully fill a large order and had the common sense to double check the final sale; without being told to.

Why go to so much extra trouble? 

Most of the employees are diligent about their jobs.  They work these jobs, as if they were working for themselves.  And the other reason is, their store manager.   The employees not only like him but respect him and this calls for dedicated employees.  It makes all of the difference.

Our clerk did a great job.  He pleased a customer and 'thought outside the box'.

And even though his actions will go unnoticed, unlike the Mystery Shopper, he can take pride in a job well done.

And the company can take pride, in knowing the kind of employees they have working for them.

Talk at ya later!




 

Cincigal Grocery Store Clerk - THERE'S A NEW GIRL IN TOWN

Well, I have waited a few months before writing a post about the new manager - actually, she is not new anymore.  But now that the votes are in and everyone is giving a THUMBS UP, I feel it is safe to say, Welcome!

Managers are the ultimate role models.  They set the pace for their departments and have the hardest job in this line of work.  To be blunt about it, I will have to quote a previous manager; he said, "I am the shit wall."  "I take whatever is thrown at me from one side, role it up and throw it to the other side."  Which might explain why management has never appealed to me;  I don't have good aim.

But, even though these managers have a difficult position, it is the true personality of a manager
that will lay the foundation for how their department manages to cope with the every day life of retail.

For one department, it was rough going for about four years.  Murder, was a word often used and tears were often shed.   In fact, a walk out would not have been a surprise. Truth is, one employee did transfer and a portion of business was lost.  But this is often the outlook of employees when they are forced to contend with a manager that is more involved with themselves and how they appear to corporate.  Alas, unhappy employees which doesn't help much when working with the public.

But all of that has changed now.  The cloud has been lifted and employees are smiling.  Everything in this department has taken on a better appearance;  displays, product and the employees themselves.  There is a relaxed atmosphere and they seem to be even working harder - if that's possible.

We are taught that our attitude towards customers can change their shopping experience.  It is one of the factors involved in Customer Service.  But no one has ever commented on what the attitude of a manager can do to the employees.

So now we watch as this new manager lays a new foundation for her employees.

This new manager is a hard worker and works right beside her staff.  Her personality is funny, up beat and genuinely nice.  She understands customers and knows her way around her department.

Having come from a very nice, newly remodeled store, I am sure this move to our store was a culture shock.  But, she moved in gracefully and rolled up her sleeves.

And if she didn't really want to be here, well, she has kept that thought to herself.

But speaking on behalf of the employees, we're damn glad she's here.

Talk at ya later!

Cincigal Grocery Store Clerk - CUSTOMER SERVCE; THE DEBATE CONTINUES

One day, last week, I engaged in an on-line discussion on Customer Service.  The entry into the discussion was led by the fact that the majority of customers want good Customer Service.   This is  understandable.  This factor was also used to support the idea that businesses need this service in order to succeed.  That is where I jumped in.

Although I am a big supporter of Customer Service, and there has been much debate on this topic in journalism, I am not one to support the idea that a company should 'hang their hat' on this service in order to maintain customers.

In the area where I live, there are three major retailers and each of these retailers are associated in the grocery business; one, is a grocery company.  When shopping in these stores, one finds that Customer Service is not exactly a proposed feature for these establishments.

The majority of employees do not smile and are not outgoing or supportive.  In fact, finding an employee can sometimes be a venture in itself.

But there is a reason for this, and one that very seldom gets any notoriety.

The vast majority of the employees are over worked, must contend with fewer hours, less pay and at the same time tolerate the negativity of so many consumers.  All in a days work.

Customer Service, in my opinion, is a two way street.  It is just as much the responsibility of the company as it is the employees on the floor.  How a company treats it's employees, shows on the faces and actions of their employees.  And how a business projects itself is, the ultimate as to if they will succeed or not.

And even though Customer Service is not a main objective of these three companies they do, however, continue to grow and expand nationwide.  Kind of makes one wonder.

The discussion was ended, and although I did not have the last word, my point was made quite well and I got a Thumbs Up.

Being an employee that provides Customer Service, I find that I am lucky.  The people that I am surrounded by give exceptional service but, that is basically their personality.  It is just who they are.

But when you get down to the nitty-gritty of it all, it is how a business projects itself to the customer that defines how it will succeed; prices, selection, services.  Giving the customers what they want.

Because, if Customer Service were the main reason for the success of a business then the competition would not be number one - we would be.


Talk at ya later!


 

Cincigal Grocery Store Clerk - WE GOT EACH OTHER

"Nancy, can you help me?" asked Barb, as she stood there holding a pint of Strawberries, some Blueberries and the like.  With arms full, she turned and headed back to the Produce prep area.

I was just coming back from break when I came upon this scene, so I immediately headed to the time clock and clocked back in.  With a hair net in place, and pulling on my gloves, I walked into a scene that would look familiar on the Food Network.  There Barb and Debbie were busy, frantically washing and cutting up fruit in preparation of a large fruit tray.

It seems that while I was out, a customer came in to pick up her order; an order that had been called in, but Produce never received.  And instead of waiting for me, these two ladies jumped in to take care of the customer's request.  There they were, one from the Deli and one from Frontlines - each determined to get the job done.

Now you have to keep in mind that none of us had ever done a tray before; but, we managed to do it this time.

The customer was happy and couldn't stop thanking us.  And she went on to tell us how wonderful the tray looked.  Mmm, perhaps we may have a new calling.

When things occur, as they do from time to time, the employees in this store have always been known for jumping in to help take care of a situation.  Only once, over the years, have I ever heard an employee say, "That's not my job."

And it has never mattered if an employee knew how to proceed, they just always jump in and 'play it by ear.'

That has always been one of the great things about this store - it's people.  They use to call it Team Work, what they call it now - I don't know.  But that doesn't matter.  What matters, is that we can always count on each other and we always get the customer taken care of.

Now there was no one in management to see what we did and, I am sure that this would not even rate with a Mystery Shopper.  But at the end of the day, that didn't matter to us.

Our only aim was to please the customer.

And if we have made them happy well, that's enough for us.

Talk at ya later! 

Cincigal Grocery Store Clerk - BET YA!

So, once again someone has come through our store and rated us and - we flunked; or, so I am told. 

"How can this be, who was it?" asked an employee.  Good question.

This store is known for being the friendliest, most helpful and most dedicated to their job, so say the customers.  We are told, by the customers, that we rank higher than at least two other stores.; one store is considered the number one in sales, while the other is located just a matter of miles away.

And to back up this claim, all one has to do is to read the different posts on this Blog.

So, how did someone go unnoticed, as they made their way through the store?  Being the realist, that I am, I would say that many of the employees were probably stocking and helping customers.  One has to take into consideration that employees have to contend with less hours and less staff which adds up to more work.  Not to mention the other departments they have to assist in.  And yet, even with this overload, employees still seem to make it work.

These Mystery Shopper reports have been going on for years. And the one thing that I have noticed is that this is, almost always, the one thing that provides companies the excuse that they need for why sales are down; fingers are pointed.  That is a shame.

And during this time, I have also noticed that companies do not seem to take note of what their employees are up against while maintaining their businesses.

Over these last ten years I have witnessed employees being yelled at, cussed out, grabbed, swatted, hit with carts, called various names and humiliated.  But never have I witnessed anyone, in management, come to their aid.  Much less, thank them for their tolerance.  And the funny thing is, these outbursts never had anything to do with the employees, themselves.

And if that were not enough, employees today face a far bigger dilemma than unhappy customers - crime.  And yet, no extra measures are taken for their protection.

So when you take all of this into consideration, I think that it is safe to assume that employees are probably doing a very good job; with customers, as well as keeping up with their work load.

And the one thing about these employees, that you might not find at other stores, is that they like their store and take pride in their work.  Their outgoing personalities keep many local shoppers coming back and their customer service is consistent and never falters.

So, if a company wants to find out what the customers think of their store - just hang out at the entrance, or exit, and ask the customers.  One will find that customers are very straight forward and eager to tell you.

And whats more, one will probably find that any problems which may exist generally have nothing to do with the employees.

I'ld bet my paycheck on it!

Talk at ya later!
 

Cincigal Grocery Store Clerk - I HEAR VOICES

"Do you have any more Cilantro in the back?" the voice asked. 

Voices, voices that you hear coming from behind you.  Not in front of you - face to face.  Not beside you, but behind you.  And I have always noticed that you hear these voices while you are in the process of doing something else; most generally stocking or walking away.

And what is even more surprising is that, you hear voices in the far distance behind you.  Far, far away - like two aisles away.

And even though you hear these voices coming from behind you, you know that they know that you know that they are directing a question to YOU!!

Even when you don't see them.

So, I have compiled a list of the voices which I have heard, over the last ten years:

"Hey you!."
"Hey grocery lady."
"Hey, I"m talking to you."
"Hey, I guess you didn't hear me."
"Do you work here?"
"EXCUSE ME!", Where's the ______?"
"Where's the ______."
"Hey, you got a bathroom in here?"

Voices, all coming from behind you.  No faces, just voices.

And most generally when you stop, turn in the direction that you hear the voice coming from, you accommodate the person that has either spoken or screamed the request; depending on the distance the voice has traveled.

So throughout the day, you hear these voices.  And sometimes, you will hear these voices even when there is actually no one there.

In turning to address the voice you provide the answer the voice is seeking.

"All you have is Parsley, no Cilantro, I know what Parsley looks like and that is all that you have out."  So, I go over to the wet rack for a look. 

I put in my hand and pull out a bunch of Cilantro and hand it to the customer with the voice.

"No, that is Parsley - I know what Parsley looks like." said the voice.

Lucky for me, the band wrapping the bunch says, Cilantro.

The voice takes the bunch from my hand and turning to leave, says, "Guess you came over here for nothing."

Voices - now if they could just say, "Thank you!"

Talk at ya later!



"


 

Cincigal Grocery Store Clerk - YOUR CHOICE

So with all of the  happenings going on in the world, journalists/columnists still find time to write about grocery stores.  And what I find surprising is that, it is considered news.  Why?

Well, I guess, for one thing it is the outcry of the consumers.

There is an article circulating on the web that gives the impression that consumers are unhappy with the products being sold at one of the major retailers who,  has added a full line of groceries to their business.  You know, that one-stop shopping craze.

The main topic to this article centers around the perishable departments, more to the point - Produce.

It seems that shoppers are upset with the fact that the produce they purchase is going bad within a day or two; cost increases were also mentioned. 

With all due respect, this should not be a surprise at all.  Perishable product; product that continues to perish over a short period of time.

When you work in a perishable department, such as Produce, you find that not all product that comes in, is fresh.  After all, imagine the time from harvesting to the time of delivery.  And even though that case of apples just arrived, you might just find a bad one in the case when stocking.  The same holds true for all produce.  Each case of product has to be checked and when stocking, the product has to be rotated.  And the work doesn't stop there.  Every day, the displays have to be culled in order to pull any of the produce that might be going bad.

The leaf lettuces have to be crisped prior to being stocked on the floor and it takes a keen eye to notice when the produce may be looking a little wilted (Broccoli, Celery, Greens etc.) ; a sure sign that the coolers are not working properly.

Then there are the dated products; fruit cups, bagged salads etc..

When you take everything into consideration these perishable departments take a lot of work.  And in order to maintain the work load, it takes a staff to not only do the work but care about the work that they are doing. 

So when grocery shopping, here are some things to take into consideration:

1. Is the store understaffed; remember companies look at the bottom line.
2. Do the employees take pride in their job;  this is hard for a company to attain if their employees
    are not earning enough wages to sustain or getting enough hours to make it worth their while.
3. Is groceries a business that the company is known for;  or is it just an after thought?

Keep in mind that nothing is perfect and try as we may, some things get over looked.  And the other thing to take into consideration is that prices will continue to go up.  This is something that is out of every one's control.  So, we need to tighten up on the spending habits and take advantage of the sales because complaining won't help a thing.

But, one of the smartest things a consumer can do is to shop at a grocery store when getting groceries.

As in our store, the manager has knowledge on the products, knowledge attained after many years of working in a grocery store.  And the guys who work the department, not only work hard at maintaining the department but take a personal interest in the product as well as the customers.

So, as consumers, what do we want?  Do we want something we can count on or would we prefer to take a chance on the products that we purchase every time we shop?

The choice is ours!

Talk at ya later!



 

Cincigal Grocery Store Clerk - JUST A THOUGHT!

There are times when you, as a grocery clerk, wish that the customers could witness what you see every day.  I believe that some would find certain practices shocking.

Among certain things that raise red flags, there is one thing that can rile a clerk more than anything else - discarded food.

Since coming to work as a grocery clerk, I have noticed that food is the most abused and discarded item in society.  Simply put, it is the one thing that we, the public, take for granted; just walk down any aisle on a busy shopping day.

A package of fresh cut Salmon sitting next to the paper towels, a gallon of ice cream placed with the cookies, hot dogs with the chips and the list goes on.  Then there are the abandoned carts with meats and dairy products.  And let us not forget the returns.

Granted there are times when the perishable product might not meet satisfaction and must be returned and the store is always apologetic and eager to please the customer with either a refund or a replacement. 

But, it is amazing how many times perishable items are returned just because a customer decides they do not want it.  Again, the store policy is upheld and the cost is refunded.  And this, along with discarded perishables, is what will rile a clerk.

The reason being is that all perishables, upon being returned, must be discarded; perfectly good food being thrown into the dumpster.

As we should know, by now, the price of food has gone up anywhere from 2% to 10% worldwide.  The factors that cause this increase are out of our control; cost of maintaining livestock, droughts, weather conditions.  And yet, with this knowledge, the public still takes food for granted.

So I wonder, what will we, as a public, do if our food supply should become limited?

Just a thought!

Talk at ya later!


 

Cincigal Grocery Store Clerk - MY INSPIRATIONS

Recently, I received an email from an artist that wanted to know if they could interview me for their website.   Well, gee, didn't I feel privileged.  After all, I hadn't been asked that question in years - 1995 to be exact.  Been awhile.

So, once I got over my short ego trip, I responded with a, "Sure!"

Within days the questions, for the interview, were emailed to me.  I quickly scanned the questions and mentally provided the answers and decided to give the piece my full concentration on my next day off.  But in the meantime, my mind continued to review the emailed questions and my responses flooded my brain.

One of the questions asked was 'what inspires' me.

Naturally, as an artist, one would expect responses such as, 'the sun streaking through the trees, fluffy clouds sailing across the sky, shadows cast in midafternoon', and the list goes on.  But while I was trying hard to think of what inspires me, I found that it had nothing to do with art at all.

It's where I work, where I live, and the people I encounter day after day.  For even though I may encounter some people that are real, YOU KNOW WHATS, I find more people that are generous, caring and kind.

It's the smile on a parent's face as they hug their child, the laughter from a person as they share a story, a smile that a person shares with a passerby or the kindness one shows as they help someone.

It's the sense of security one finds in a friendship, the warmth of a hug and a 'thankyou', the gratitude we feel when someone cares and the awesome feeling one gets when a family member says, "I love you."

And last, but not least, the smile that's brought to my face as Miss Gizzy curls up beside me as I sit here typing this post.

Years ago, when I started to paint, I would walk through the mountains that surrounded my home to find inspiration.  Today, I go to a store and clock in for work.

So, what is the answer to that question?

My inspiration is what surrounds me - it is life.

Talk at ya later!

 

Cincigal Grocery Store Clerk - PET PEEVES!

No matter how many times I hear a customer say, that they shop a business according to the sales and have no concern on how they are treated by the establishment - I will notice that there are more customers that do care.  It is a never ending cycle.

And for every ten compliments I hear from customers, I find that there will be one customer that will find something that is not quite right; and, it has nothing to do with the service provided by the employees.

Instead, it is the outlook that companies have and the changes that are implemented into their businesses;  changes that companies expect customers to accept and cannot understand when customers do not.

First, and foremost, on the list is the downsizing.  Be it selection, department or staff when downsizing occurs, so do sales.

For instance;  "Where is the ________?"  "I use to always buy it here."  "Now I will have to go to ________ to get it." 

And then you have the customer that is looking for assistance;  "Excuse me, I need some help but I can't find anyone."   "There is never anyone over there when I need to find something, can you help me?"  and  "Is there anyone working this department or do I have to find someone?"

"Hey, what happened?" "There use to be more of a selection."

Now the second thing that customers do not like, is when the products get moved around.  "Where is the ___________, it was here last week?" 

When customers come in to shop, a lot of times they are in a hurry and like to be able to run in, pick up what they are looking for and get out; as quickly as possible.  But when the products get shifted around, shopping becomes more like a treasure hunt, instead of  an errand.

These are problems that seem to plague most retail businesses.  But this is what happens, when businesses are looking at the bottom number; customers are left to fend for themselves.

And even we, who are retail employees, are faced with it when we venture out to shop.

But even though we are faced with these dilemmas, on a daily basis, there is one thing that I hear a lot;  "Thank you, I appreciate your help."

So downsizing staff, departments and moving product around comes at a cost - sales.

But these business moves have provided us with a lesson;  we, as consumers, are creatures of habit.

And when it comes down to the bottom line, no matter what, we want that personal touch.

Just by chance, at our store, that is something that we are very good at.

Talk at ya later!

 

Cincigal Grocery Store Clerk - LOOKING GOOD!

So, I'm on the floor stocking an endcap when I hear a lady ask, "Why does your produce always look so much better than ____________?"  I stop and say, "Thank you."

The customer grabbed two lemons, waved and off she went.

There is a reason as to why the produce may look better in our store then it does in other stores, but it really has nothing to do with the produce itself.  It has to do with the employees that  stock it.

From the time the produce is delivered to the time that it is stocked on the tables, the guys have a keen eye and take the time to sort through the produce that they stock.  This is  what makes the difference.

I have seen the guys go through case after case of strawberries that may look too ripe in order to make sure that all of the berries are good.  And when restocking the produce, they try to keep an eye on the freshness of what is already out.  Not an easy task when you consider all of the varieties that are handled in this department.  And once in awhile, something does get overlooked.

But a good staff is what it takes to work a perishable department.  You can always tell what kind of employees work in a perishable department, just by it's appearance.

So, the next time you go shopping in a grocery store take a moment and look around.  If the produce department is neat, the stock looks good and enticing then that means that there is a staff that takes pride in their job and they want customers to shop there.

If, on the other hand, it is just the opposite - well, there is probably a staff that just works at the store in order to get a paycheck. 

Big difference.

Talk at ya later!