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Sunday, January 29, 2012

Grocery Store Clerk - INVITATION

Tonight I came home and checked my emails, as usual, when I stumbled across an email from a very good friend of mine.  In the email, my friend informed me about an article that she had read in her local paper.  The article is written by a community columnist in Knoxville, TN.. In the article, the columnist voiced their opinion about Customer Service in grocery stores.  The article goes on to describe the employees and their mannerisms towards the customers and further states as to why good Customer Service is so important.to sales. The bottom line is, that these companies are lacking good Customer Service - in this columnist's opinion.

I understand where this columnist is coming from and would like them to know that not all grocery stores have the approach that was described in this article.  So, I have invited the columnist to visit this Blog.

Talk At Ya Later!

Sunday, January 22, 2012

Grocery Store Clerk - 'CRANKINESS IN THE WORK PLACE' & WHY

After I got home from work tonight I proceeded to start dinner, pour myself a Heineken and get out the Laptop.  This has become something of a ritual for me.  So, while dinner is cooking, I begin to browse my favorite sites and one of them is MSN Money.  I am just a sucker for journalism that gives me the latest scoops on various issues such as retirement (alright), the outlook on banks, stocks - well you get the picture.  Surprised?  Just because I work in a grocery store, does not mean that I am limited in my interests. 

As I was browsing, I came across a headline that grabbed my attention; 'Retail workers have cause to be cranky.' (you can find it under Smart Spending).  This article explains how the pay, work schedules and benefits, mostly of large corporate chains, affects the personal and financial lives of the workforce.  The definition used to describe pay, is 'lousy', and schedules is termed as being 'irregular'.  And the benefits?  Does anyone remember all of the attention paid to Wal-mart and health insurance?   These results stem from a study taken in a large city, where most employees worked for large company chains.   The article gives a lot of insight as to what the workforce endures in order to survive, or at least attempts to.  It is definitely worth reading, because how these companies maintain their workforce has an 'impact on the economy', and provides a burden on the tax payers.

Reading the article reminded me about one of the posts that I wrote a couple of months ago, in regard to a shopping trip at one of these chain stores.  In the post, I described the employees that I saw and how not even one had a grin on their face.  I guess now, we know why.
 
At our store I don't think we are 'cranky', we  do, however, get down once in awhile.   And although this article brought attention to very important problems being faced by so many, it also made me realize just how lucky I am.

Talk at ya later!

Saturday, January 21, 2012

Grocery Store Clerk - TEAM WORK

Grocery shopping, for some of us, might be a weekly venture.  While for others it may be daily, bi-weekly or even monthly. No matter what our shopping schedule is, there is one thing that most grocery shoppers have in common; when the weatherman calls for SNOW/ICE, we head to the grocery store.  Items of chocolate, deli meats, desserts, coffee, beer, wine, and of course eggs and milk, are the most treasured items After all, if there is a chance that we are going to be stuck in the house then, we might as  well plan on enjoying it.  And then, of course, there seems to be a lot of pet food that is sold during these shopping excursions.  I, for one, would hate to be stuck in the house with Miss Giz, should she be out of food.

So with the weathermen informing the public that ice was in the forecast, grocery shoppers hit the stores.  Trying to beat the storm, people hurried to collect the essentials and get to the house - the race was on.
 
As our shoppers gathered their delights, and must haves, they hit the checkout lanes.  Now being a cashier, during these times, calls for non-stop action.  In fact two hours can go by in just minutes, or so it seems.  When you are relieved for a break, it will finally hit you as to how much movement has been involved in that time span.  The knees are a little stiff from standing so long and the arms, continue to vibrate from the constant motion of scanning and bagging.  But other than that, you make a run for it.  During these times, one never knows when they will be able to get away again.

Times like these call for a staff that is willing to work and actually do, whatever is necessary to accommodate the customers.  Be it running a register, bagging, assisting, stocking or serving, all employees have to be willing to jump in and take on these responsibilities, without hesitation.  And last night, they did. But it's just not the hourlies that have to handle these responsibilities, the managers take it on as well.  In fact, unless you looked at their name badges, you would never have known who were managers and who were the hourlies.  Everybody was pitching in. And from what I saw, come through the checkout lanes, it is a safe bet that the Deli girls were running at top speed.

One after another, the customers came filing through and everyone was in a good mood and looking forward to the weekend, no matter what kind of weather we were in for.  So there was a lot of chatting and laughing going on when one customer came along and, rather loudly, announced that she was a little upset that they were having to wait in line.  Now upon hearing this noise, customers turned, looked and shook their heads at this attitude being displayed.  Unfortunately, this customer continued their attitude towards a cashier when checking out.  Just for the record, this cashier handled it very professionally and just let the customer go on.  A definite HIGH FIVE to this cashier.  He did a great job in ignoring the attitude being thrown his way and still served the customer.

Another HIGH FIVE, goes to the guy who was able to handle the floor by himself.  As the evening wore on, and the traffic was beginning to slow, some shifts were coming to an end.  During this time, there was one person who manned the Customer Service Desk, U-Scan and assisted the problems that arose at various registers - all at one time.  It was like there was a motor attached to this employee, as he ran from spot to spot, taking care of everything that needed done.  Thanks Ben.

But in all fairness, I have to say that a HIGH FIVE goes to our managers.  They were there and worked right alongside of us and never let us down.  And one to the Front line Manager, who said, "thank you", and stated, "Good job, everyone."

HIGH FIVE, a term that is used by corporate to give recognition to the exceptional deeds that are done by an employee/employees for outstanding job performance; going beyond expectations.  But, as for me, I don't think that there is a term that can define the work performance that comes out of this little store.  The exceptional attitudes, of these employees, is what makes them perform the way that they do.  Again, leading me to believe that good Customer Service is not a learned behaviour, it is something that comes from within.

Talk at ya later!


Saturday, January 14, 2012

Grocery Store Clerk - RESPECT!

Last night was rather quiet, and everything seemed to run smoothly.   Actually, there was only one real episode that stood out and it was quickly resolved.  But this particular ordeal made me take notice of something that, in so many ways, is most generally overlooked.  And that is, how employees handle the situations that occur.  There are various types of situations that happen daily.  It can be a customer that is upset over prices, coupons, lack of selection, sale items, the system may go down, programs may not come up and whatever else one can imagine.  And no matter what the situation is, it is how an employee handles the problem that will most generally make all of the difference.  In order to accomplish this feat, an employee has to be knowledgeable with the functions of the store and know how to handle themselves.  In most cases, problems can be resolved.  But in some cases, an employee will end up becoming the target and have to accept the frustration that a customer throws their way.

So last night there was an episode where the working CSM had to take charge and, in the long run, had no choice but to stand there and take the verbal abuse that was handed her way.  Upholding company policy, and avoiding a possible loss, she took what was handed her and handled it with grace.  I think that there are quite a few of us that knows how this feels.   To be belittled with words, accompanied with temper and hollering, takes a very strong person.  A person that can separate the action, knowing that it is not personal but, in fact, an action that is being used in order to break down ones defenses.

So there our CSM stood, speaking softly and politely and giving an accurate reason as to why the decision was made.  And although you are familiar with this kind of behaviour, when you witness it - well, you just cannot ignore the immediate respect that you feel for this person.

This type of job is not looked upon as that of being a professional position.  Instead it is more associated with people who are students and needing a part-time job, a person wishing to have a second job, a graduate that is working at this job while searching for a position that fits their degree or a job for people who do not have a college education.  However, there is definitely more to this job then what the public may see and you have to work it in order to understand.  Formal education is not the key factor here.  I know plenty of people with more then one degree behind their names and can honestly say, if they were faced with these issues, or just working in this line of employment, they would be making a run for the parking lot after the first couple of hours.

So after what I witnessed last night, and usually witness every day, I can honestly say that these people are professionals.  They have the ability to handle whatever comes their way, have the knowledge of so many programs and are the keepers of company policies and know how to incorporate them on a day to day basis.   To break it down, they have a knowledge that can't be taught it has to be learned and defined and not all of us have these capabilities.

Here's to my fellow co-workers,  you deserve more than a HIGH FIVE - you deserve our respect.

Talk At Ya Later!

Wednesday, January 11, 2012

Grocery Store Clerk - WHY DO WE DO THIS?

Honesty, dependability and hardwork use to be what defined a good employee.  When that changed I am not sure, but it definitely has changed.  Perhaps it is because of the economy.  This outlook explains why some, employees today, will do just what is expected of them in order to pick up their paychecks;  no more, no less.  Fortunately, most of the people I work with are not inclined to this type of work ethic. 

Now, don't get me wrong, there have been plenty of times that I have overheard employees say, "Why do I do all of this, they don't care.", meaning either the company, or management.  And just for the record, I have expressed the same feelings plenty of times.  But as soon as it is said, we all turn around and continue to do our best at our jobs. 

So why do we do it?  Well, from what I can tell, this is just who we are.  This is what defines each of us, as a person.  We are just a group of people that have a positive attitude and want to see everything we do be successful for our store.  Be it for the customers, the store or the company, we continue to strive - no matter how many times we get shot down.

Yesterday, one of the guys was telling me about a few customers who had approached him and told him how clean the parking lot and the carts were kept.  These customers had previously been shopping at another store, which has just recently been renovated, but the store has taken on such a dirty appearance that they were not returning.  Just for the record, this is the leading competitor.  Now this shows how much the employee takes pride in his job and these comments made all of the difference to him because someone noticed.  Our store manager is of the same nature.  He not only realizes the benefit of appearance, but we have witnessed him actively work to maintain a well kept store.

So even though the work ethic of the average employee has changed over time, it is good to know that hardwork, honesty and dependability still lives on in the people that I work with.

Talk at ya later!

Sunday, January 8, 2012

Grocery Store Clerk - OPINION OF A MANAGER

This Blog is dedicated to the employees that I work with, but this is one time that I am going to bend the rules and write about a manager.  At our store, 99.9%  of the managers are great.  They are hard workers and that means that we all have something in common - making our store a better place.  It is their attitudes and work ethic that help bring us together and make us a united workforce.  But, as usual, there is always one that stands out and doesn't blend in with the rest of us. 

This manager seems to be self-centered, works strictly to make themselves look good (instead of the store) and at times has seemed completely oblivious to the benefit of their staff.  Too many times this manager has failed to do their duties when filling in as a Manager On Duty and complained, or disappeared, when help was needed.  But the other night, I saw a different side.

Up on Front Lines, we got slammed and there were not enough people working in order to get the lines down.  Amidst the chaos, this manager appeared.  With coat on, and walking out the door, this manager turned around and seeing the mass of customers in line, jumped in and started to bag for the cashiers.  This was not only helpful but also very surprising.  So even though we already have an opinion about this manager, it is nice to know that possibly this could change.  HIGH FIVE!

Talk at ya later

Saturday, January 7, 2012

Grocery Store Clerk - CONSUMER OPINIONS

After I was done researching Mystery Shoppers, I decided to find some consumer report sites.  On these sites I looked up reports on grocery stores, not any particular company, just grocery stores in general.  While reading the reports, on these stores, I noted that consumers listed four items in their reports; service, perishable, selection and prices.    Usually it was prices that seemed to be the first item of discussion, then it was the freshness of the perishable items, such as the produce, available selection and at the end the consumers would state if the associates were helpful and/or friendly.  But the consumers were more interested in the prices and selections, and there were some that even took cleanliness into consideration.

Having read these consumer reports, I find that it is very apparent that companies need to be more  conscientious of what they are offering the customers.   Customer Service was more of a nice touch and was usually listed at the end of the reports; not the first three choices. That's not to say, that customers don't want great service, or a friendly atmosphere, it is just that customers were more inclined to list that as being the last thing. 

Besides, if Customer Service were the most important practice for a company then, it would be safe to assume that, the leading competition would not be number one - we would be.

Talk at ya later!

Grocery Store Clerk - HOW TO BECOME A MYSTERY SHOPPER

While I was at work, last night, a couple of us were reviewing some emails that had been printed out for our benefit.  The first one, and probably the only one, that I read was in regard to the Mystery Shoppers.  I guess that there is going to be another round of people, who will come through our store and once again rate our performance.  This is something which I find, not only comical but, truly a waste of time and money.  Of course, I guess one could look upon Mystery Shoppers as a means of boosting the job market. 

Listed in this email were certain steps that a cashier is to take when checking customers out.  One of the steps is greeting the customer, while another step reminds one to invite the customer back.   Then of course there is a reminder to make sure that the Pump Perk strip is attached to the name badge and another step is to remember to circle the Pump Perk balance on the receipt with a red pen (if you can find one).  There were other items listed, but these are the ones that come to mind. On this Blog  I have written quite a few entries regarding the Mystery Shopper. In fact, the reason that I started this Blog was due to Mystery Shoppers. So, today I decided to research the Mystery Shopper.

Mystery Shoppers, it is considered an employment opportunity.  To be a Mystery Shopper all one has to do is  to Google, Mystery Shopper and there will be associations that are, not only listed but, rated for ones convenience.  The descriptions that these jobs are given is, 'easy', 'fun' and 'exciting', way to make money.  You can eat out, go to the movies, shop, and whatever else you might enjoy doing, and all you have to do is fill out a survey and rate the company.  All of this, at someone elses expense.  What caught my eye was, 'be your own boss' and 'earn substantial income.'  Now I don't know if all of this is true (if it is, sign me up), or if one has to incur any expenses in order to do this job.  What I do know, is that it is made to sound like easy money.  But, of course, there is a flip side to this type of job.  Apparently, there are Mystery Shopper scams out there that prey on the unsuspected that wish to have this easy, fun type of employment.   I guess, not even Mystery Shopping is perfect.

Talk at ya later!

Sunday, January 1, 2012

Grocery Store Clerk - FAMILY

About a week ago, a former employee was in the store getting groceries.  It has been approximately nine years since she left and went to work at another establishment.  Being curious, I asked her if she was glad that she had left.  Well immediately I wished I hadn't asked, what appeared to me to be, such a ridiculous question.  But her answer was surprising.  She said that she did miss working at the store because she missed the people that she had worked with.  It wasn't the same anymore. Then a few days later, another former employee was in the store and she was hoping to come back to work with us.  She said that she had missed us here at the store and described us as a family - sometimes a dysfunctional family- but a family none the less.  We complain and argue with each other but when something happens, we all seem to come together.  And today, the first day of the New Year, was no exception.

Over the last couple of days, two of our employees have been hit hard.  And for each, it will take time as they will try to pick up the pieces and learn to cope with what has been handed them.  So as the news was shared, from employee to employee, these people were already jumping in to try and make things a little easier for their co-workers.  There is a co-worker that knows of certain programs that can help one of the employees, since she has small children and will need assistance in various ways, and is going to get the necessary paper work and contacts together.  While other employees were offering to give some of their vacation time if either of the ladies needed the time, so they wouldn't lose income.  And then there were others planning on giving some financial assistance if needed.  Within no time, plans were being made.  Everybody wanting to help lessen the burden of these two employees, any way they can.

So tonight, as I was getting things done and my shift was coming to an end, I got to thinking about those two former employees and what they had said.  Maybe, at the time, their comments didn't mean too much to me.  But, after what I have witnessed today - I know exactly what they mean.

Talk at ya later!