Pages


Monday, February 27, 2012

Grocery Store Clerk-EMPLOYEES WHO LAUGH TOGETHER

I've been on vacation for a week and today, being Monday, I found myself  back at work.  Naturally, there was plenty to do and I'm still not caught up but tomorrow is another day.  So, the big question was, "Did you go anywhere?"  "Nope, didn't leave the house except to take Miss Gizzy to the vet's office for her vaccinations."  I was quick to realize just how boring that must have sounded, because that response always seemed to end the conversations.  But despite how it may have sounded, I loved it. There was cooking, baking, writing, cleaning, reading and so much more, that I found myself constantly busy.

Before I came to work at the store, I had traveled extensively for quite a few years.  I am very fortunate to have friends that live, not only here in the states but also, in Europe and south of the border so that allowed me some great places to go. And now I seem content to stay home and work on my projects and just enjoy my home.  However, there was one thing missing, but I just couldn't think of what it was.

So having gotten back into the swing of things, at work today, I realized tonight that I am feeling the results.  The feet are a little sore from eight hours of walking non-stop, the back is feeling a little achy from lifting cases of produce and my fingers are a little stiff from cutting flowers all day.  Is this what I missed?  No, can't be.

But now that I am home, I am noticing how quiet it is.  There is no music filling the air, no one  is talking, no ringing from the Deli chicken fryer alerting everyone that the order is done and there are no phones ringing.  Is this what I missed - noise?  No, surely not.  After being home for about ten minutes, it hit me.  Laughter, there is no sound of laughter. 

Even though  I go to work, there doesn't seem to be an hour go by that I am not laughing.  Most of us do.  We talk and laugh, no matter what part of the store we are in - we laugh.  Our conversations are funny, and most everyone has a quick wit about them.  It defines who we are.  Apparently, we are just a bunch of people who like working with each other and that lends a lot to the atmosphere of our working environment.  This is probably why we are so outgoing and personable with the customers.  I enjoy the people that I work with and I  appreciate who they are.  In some ways they seem to make my day and many times I see how they make the day a little bit brighter for so many customers.  Because no matter the weather or how they may be feeling, they still laugh - a lot.

So, even though I enjoyed my week at home, and I seemed to have accomplished a lot, there was one thing that I didn't get to do;  I don't remember laughing.

Talk at ya later!

Monday, February 20, 2012

Grocery Store Clerk - THE BENEFIT OF SMALL BUSINESSES

As a consumer I am finding, more and more, the benefit of a small business.   Recently, I have been trying to get my home phone, cable and wireless (bundle package) service changed.  Originally, I had started this in order to serve my needs better.  But, having received my last bill, I am changing it due to the significant change being made to the amount it costs to have this service.  But,getting this service changed, has become somewhat of a hassle. 

First, I followed the procedure, this company wished, by sending in my request via email.  Well the first date, which I was given, could not be kept due to my working schedule.  So, I immediately sent my email response and informed the company when I would be available.  Again, I got a reply agreeing to the date that I had requested, along with a confirmation.  In the meantime a service call was made to my house, just not on the scheduled date.  I know this because of the large, yellow notice attached to my front door, 'Sorry we missed you'.  Well, I went back and reviewed the email, concerning the date, and found that the service call was not expected on that particular day. When the official date arrived, the service call was to be made between 8:00 a.m., to noon, I was quick to realize that no one was coming when I noticed that it was 2:00 p.m..  It seemed that our wires were getting crossed in 'cyberspace'.

Again, sending another email, I informed the company that I would be following through with this request by telephone.  Well, they had the last laugh because that just presented another dilemma; trying to get through to a representative.  Waiting on the line and listening to countless ads being broadcast for my benefit, I finally gave up. 

Then one night, while I was fixing dinner, my doorbell rang and there at the door was a technician to take care of my service request.  Even though my request was finally being taken care of, I had not received any form of communication to let me know that I should be expecting this service call at this time. That's when I realized, that I have fallen victim to large companies.

For some reason, and now I know why, I have always tried to maintain my every day needs with small businesses.  The hardware store, which I frequent, is a local business; the bank, which carries my mortgage and checking accounts, is a small community bank and the stores which I frequent are small community stores.  Now even though so many of my friends frequent the larger establishments, I have often found that perhaps my way is a better way.

First of all, I get far better service.  When something goes wrong, the problem is quickly remedied and I have always been treated graciously.  Besides, the problems are few and far between.  I am always treated like an old friend and find, that I am always happy to go to these places of business.  Secondly, I, unlike most of my friends, am not always complaining about problems with the banks, etc..  Instead, I find that I can count on these businesses to not only take care of me, but can also be assured that they are there should a problem arise.  They provide me with a sense of security.

I think part of how I conduct my personal business, is due to where I work.  I see how being a small establishment provides a better, one on one, atmosphere, which in turn gives better service and also makes for less problems.   And the products, although perhaps selections are smaller, are of better quality then what can be found at a larger store.  There are no hidden charges to provide this customer service and it is something that is always guaranteed.  Problems are inevitable, it is how a business conducts the resolution of the problems that makes the difference.  So, as with my 'bundle package', I have found that smaller is better and maybe, less is best. 

Perhaps, we will see more small businesses begin to rise out of the ashes of this recession.  And if so, we, the public, just might be ready for that customer service which we would like to get when spending our money.  Every day at work,  I witness the kind of service that consumers want when they shop.  And, from a consumer's point of view, it is nice to see that somethings have not changed.

Talk at ya later!

Sunday, February 19, 2012

Grocery Store Clerk - THE SPECIAL EMPLOYEE

There is something new going on at the store, 'Employee of the Quarter,' I think I have that right.  Anyways, an employee has been chosen, for this quarter, and will be treated to dinner along with the company of the Store Manager and their department manager.  Now, how was this person picked?  Well, to me, this is all rather vague but I believe it was done by drawing from the High Five card pile.  I am still not sure on this but, it is how I interpreted it from a conversation that I had with a manager.   

To describe this winner, one must  know that there is no one any kinder, or nicer, than this girl.  She fries up the chicken, waits on the customers in the Deli, runs to the Bakery to put out the stock, writes on cakes for the customers and most of all, is always there to bring a smile to our faces.  Her kind personality never wavers, be it with employees or customers, and she always has something nice to say.  Just being around her is a delight.  In all of the years that I have worked at this store, I have never met anyone that is as genuinely nice, as what this girl is.  So even though we are happy for her, we are even more happy that we get to work with her.

Way to go, April.  HIGH FIVE!

Talk at ya later!


Monday, February 13, 2012

Grocery Store Clerk - TALENTED EMPLOYEES

In this line of work, there are quite a few employees that have abilities, or talents, that go way beyond the type of work that they perform.  At our store, alone, we have musicians, photographers, artists and writers.  And, in the past, we had an employee that is a singer.  Even though these talents are not obvious to our shoppers,they are, however, in the work that these employees perform.  When a person has an ability, or talent, they seem to be more structured and have an imagination that gives way to creativity.

Over the weekend I overheard a customer asking about a former employee, who use to work in our Bakery Department.  She, the employee, is an artist and would lend her talent to the cakes that she decorated.  This, the customer remembers.  My particular favorite, was the Haunted House.  A customer had come to the store in need of a cake for a party that she was giving for Halloween.   This customer had been to other stores, but none were able to provide her with that special cake that she wanted.  So, our store was her last stop.  Well our girl, in the Bakery, gave her no promises but said that she would try.

On top of a sheet cake, she built a haunted house that was complete with cobweb like features, ghosts in the windows and everything else to give that eery feeling.  Using various food products, like Pretzel Sticks, she was able to give the house that authentic feel.  Pictures were taken and the customer was so ecstatic, over this creation, that she became a repeat customer.  Did our lady in the Bakery get anything for this magnificent job?   No, just the delight of being  able to share her talent and make a customer happy.  Apparently, a talent that is not forgotten amongst our customers.

That customer, in her inquiry of that employee, sparked a memory in me.  And when I look around the store, I can see where other employees have provided their talents/abilities.  Be it GM for the holidays (remember the Snowman), the displays in the Produce Department  for a seasonal fruit display or the Meat Department creating holiday selections with all of the trimmings; each providing a touch of talent.

Oh, and that girl from the Bakery Department?  She transferred to another store and is still decorating cakes.  I hear that  her latest  creation are cakes that look like Tacos.

Talk at ya later!

Sunday, February 12, 2012

Grocery Store Clerk - WHEN EMPLOYEES BECOME CUSTOMERS

After work, last night, I took a few moments to pick up some items before leaving the store.  While I was checking out the spice rack, I heard someone call out to me.  Turning around, I found that it was a customer who was also shopping.   Seeing the red basket, that I was carrying, he said, "You shop here, too?"

So I got to thinking about this, and why it is that  I shop in the store in which I work.  Well, let's admit it, it is rather convenient.  I mean, I already have a parking spot and once I clock out all I have to do is go downstairs, get a cart and begin to shop.  I don't even have to go outside.  Now that is convenience.  But I soon realized that there is more to my shopping here, then just convenience.  For although I am an employee, I am treated like a customer and experience the same Customer Service as our patrons do.  Now granted my budget is a lot smaller then most of our customers but, with each dollar that I spend, I still receive  that great service that is passed on to those that spend a hundred or more. 

For instance, the Meat Manager is quick to let us know when he is running specials on something we might be interested in.  Before Thanksgiving, I was looking for a small turkey, maybe ten pounds or so, but was unable to find one.  Then one of the guys, working in the Meat Department, found one and came and asked me, if I would like for them to hold it for me.  Now that is service.   The Produce Manager, my boss, has thanked me for my purchases, especially since I shop in that department at least twice a week.  And when I check out, well it has not been uncommon for the Frontlines Manager to bag my groceries.  Not only do we get great service, but the Store Manager, himself, has thanked us for shopping in our store.   These people, that I have mentioned, are not only helpful and courteous but, they also know the value of an employee's patronage.  When you consider how many employees, that are on staff, and how much they spend per week, especially if they have families, then it adds up to quite a chunk of change.  Just do the math.

So heads up, to all of you other managers, once these employees clock out, they automatically become possible customers.  Their spending helps to provide your income, the staff's income and pay the bills. Not only that, but these people provide the best source of advertisement, and it is free.

My response to that customer, "Of course, I do." 

Talk at ya later!




Thursday, February 9, 2012

Grocery Store Clerk - ONE STOP SHOP

Since yesterday was my day off, my girlfriend and I decided to go out and eat and just kind of bum around.  So, since I had to pick up a few items, we made our way to a large retailer and browsed the store.  First of all, it was a mess.  Apparently, this company is in the process of enlarging their grocery department;  to include produce and meat, etc., along with their already selected grocery items.   They, like another large retailer, are creating that 'one-stop' shopping experience that we, the consumers, have become so inclined to  patronize.  In watching this type of retail growth, as a consumer, I feel like I am getting stuck in the middle of a retail war.  However will they outdo each other?

Many years ago, I tried that 'one-stop' shopping.  The community, in which I resided at the time, had a large retailer come in and build a 'super-center' store.  In it, I could get my groceries, add to my wardrobe, check out the latest in electronics, buy my favorite makeup, pick up a prescription and buy a frying pan.  I remember that frying pan; I still have it (17 years later).   This was so cool, and look at the amount of time I was saving by doing it all under one roof, to the tune of $157.00, yep, I even remember how much I spent.  And that was back in the 90's.

Although I was a little took back, as to how much I had spent, I was quick to assess that it was all of the extra things I had purchased that had added on to my weekly grocery expense.  Besides, those shoes I had bought were a knock out, and at such a cheap price.  Just for the record, the shoes didn't make it nearly as long as the frying pan.

So, I decided to shop at that store again, and told myself that I would watch my spending and stick to just buying groceries.  I did, somewhat, but there were sales that I could not avoid.  They were not items that were grocery, nor were they items that I needed.  These items just seemed to be a good deal and I could not pass them up .  But after two weeks, of these shopping excursions, I found myself having to return meat that I had purchased.  This is how I learned about pre-packaged meat.   When I would arrive to return the items, I would find myself having to stand in a long line and wait to get my refund.  Well, that took care of the time that I thought that I had saved by shopping at the store.  And since this happened on a regular basis, I decided that it was time to do some comparison shopping.

I went back to the grocery store and did my weekly shopping, then on to the drugstore to get whatever  items I needed and picked up a prescription.  When I got home and compared the expense, with the expense of the previous weeks of shopping, I noticed that I had saved substantially and did not have anything extra which I really did not need.    In the process of this comparison shopping, I felt like this large retailer was making a sucker out of me.  By offering me such good deals, or so I thought, they were playing on my weak side and knowing that I could not walk away from these 'great deals'.  And in the long run, had I continued shopping like this, I was sure to run into financial trouble.  Something, I am sure that they would not care about.

Over the years this retailer, that I had started patronizing, has become the largest and there are others trying to compete for this market.  Having had this experience, I am glad that I caught on and returned to my old shopping habits.  Little did I know, that it would turn out to be in my best interest.  In the following years I would find myself relocating, the professional job market would take a hit, I would not be able to earn the income I was accustomed to and a recession was about to follow.

As for what I saw last night, well, let's just say that anyone can handle groceries.  Put up some shelving and tables, install some coolers and presto, you have a grocery store.  But there is a lot more that goes into groceries, as compared to just handling them.  It takes a staff with knowledge and dedication, in order to maintain these perishable products for the customers to get the best. And in order for this to be accomplished, it takes a staff that is dedicated to their jobs. When you consider what these large retailers pay their hourly employees, dedication will be harder for theses employers to attain.

As compared to previous years, customers are now wanting more for their money.  They expect quality as well as good prices and this puts competition in a whole new light.  Although there are a lot of companies out there vying for the consumer dollars, it will be interesting as to which of these retailers will make the cut.


Talk at ya later!

Monday, February 6, 2012

Grocery Store Clerk - CAN YOU DO OUR JOB/WOULD YOU?

Lately, I have been noticing a number of articles with regard to Customer Service and retail employees, being posted on the web.  Some articles pertain to opinions on the matter, while others discuss statistics.  But I have yet to read an article, giving any detail, as to the type of work that is performed by this workforce.  No one has described what lengths these employees must go to in order to maintain these jobs, at least not to my knowledge. 

I divide this type of job into three categories; physical, mental and legal. With all of the lifting, pulling, walking, stretching, bending and standing, the body slowly begins to break down.  Then you have to take into account all of the different procedures, programs, personalities, changes, currency, theft and whatever else may occur - that's the mental.  And if you work in a store that handles tobacco and alcohol, then you are held legally responsible for these sales. 

When purchasing alcohol, and a customer looks to be under 40 (this may vary), customers will be asked to provide their Drivers License and to remove it from their wallet, for  a better inspection of dates, photo, authenticity and state hologram,  If a customer does not have a Drivers License, then they are asked to provide a state issued ID.  If neither of these identifications can be provided, then the customer is denied the sale.  If either the Drivers License or ID are expired, again, the customer is denied the sale. If a group of young adults try to purchase alcohol, then each person will be required to provide the necessary identification.  If one of the parties cannot, or is not of legal age, then there is no sale.  Even if only one of the parties is doing the purchasing.  If the employee makes the sale without proper verification, and the customer turns out to be a minor, they can lose their job, be fined and/or jailed.  An employee never knows if they are being set up by an undercover agent.  And should a customer already be a little intoxicated, then again, the employee is held responsible and must deny the sale. Then of course there is the issue as to how the customer will react, to the employee, should an alcohol sale be denied.  It definitely can put one on their guard and sometimes become a rather stressful situation.

These people, that provide these services, wear many hats and only get paid for one job.  Their day is never really planned, because they have to take whatever comes their way, at any given moment. And although  these employees, at times, are talked down to, verbally abused and  criticized, they will clock back in the next day and try again.   This type of workforce provides much to society by performing services, that many would not want to do.  I am proud to say, that I am a part of this workforce.  But, then again, I work in an atmosphere that provides me with support, am surrounded by employees that are dedicated and serve many customers who treat me with respect.

So the next time you happen to read an article that discusses, or gives an opinion, on Customer Service and/or retail employees, please ask yourself just one question; "Would I be able to do, what these people do?" Better yet, "Would I want to do, what these people do?"

Talk at ya later!

Saturday, February 4, 2012

Grocery Store Clerk - THE MYSTERY SHOPPER

While at work, last night, I think that I saw a Mystery Shopper.  Sure did.  There she was, with her pen and paper, checking little boxes as she proceeded to go up and down the aisles.  How do I know this?   Well, I just happened to walk past her and when I saw what she was doing, I just had to take a moment to watch this lady.

I spotted this lady in the Produce Department as I was coming out of the back room, having clocked back in and on my way to the Front Lines, which was one of my jobs yesterday.With pen and paper in hand, she was pushing a cart, looking around and examining everything on the tables.  She would pick up a bag of potatoes, look at it, lay it down and proceed on to the next item.  Then she would take her pen, and make a mark on this paper that had the name of our store on the heading.  Under the heading, on this paper, was a list and with each listed item there were two little boxes posted.  To tell you the truth, I found this amusing.  With what she was doing, she gave the appearance of either being a Mystery Shopper or an inspector.

Since I saw what she was doing, and I witnessed what the employee in that department was doing, she had better have given that department high marks.  The Produce Clerk was busy stocking bananas, at the time, since they were only .39/lb., they were flying off of the display.  And, everything in the department looked, not only good, but well stocked, neat and orderly.  Looked like someone had been doing their job.

Later on, here she comes pushing her cart up to Front Lines to be checked out.  And whose line did she come through?   That's right, it was mine.  This lady had no personality, didn't wish to talk, and was quick with her answers when asked a question; "Yes.", "No.", "Thanks."  Not at all like our regular customers.

If a company wants to learn what customers think of their store, here's a thought;  and the great thing, is,that it is free.  As customers come into the store, ask them if they would fill out a questionnaire while they shop.   Ask them to give their opinions  on the appearance of the store, the selections that are offered, how are the sales and do they think that they were given good service.  By doing this, we will  know what our customers like, or dislike, about our store and it will give us an opportunity to amend the situations as needed.  And when they have responded to this questionnaire, ask them what they think about the Customer Service.  I think that the company would hear the same thing that we, the employees, hear all of the time.  "I like coming here to shop, you people are always so friendly and helpful."

Talk at ya later!

Wednesday, February 1, 2012

Grocery Store Clerk - WHAT YOU SEE IS WHAT YOU GET

Yesterday, I was entering the store when I just happened to look up and notice the store's appearance.  To the left, of the front entrance, is the Produce Department  and all of the bright colors of the various fruits and vegetables just seemed to draw my attention like a magnet.  All of the oranges, apples, lemons, etc., are lined up neatly, row after row, and the tables are stacked in a way that gives a neat display.  All in all, this department is not only inviting but it can also work up ones appetite.  The colors, as they blend together, gives the department an appearance of that of a painting as it lights up the corner of the store.

When I first came to work at this store, I use to read a grocery magazine that I would find just lying around the office.  Since I had no knowledge of the grocery business, I was eager to learn.  One article, that I remember, referred to a store's appearance.  The article went on to say that a customer's first opinion of the store is whatever they see when they walk in the door which is why, some stores put their  Floral Departments up front.  Flowers represent freshness, provide beauty and give the customer an idea of what they can find throughout the store.  I guess you could call it, a 'calling card,' of sorts.

So, in passing, I complimented the Produce Manager on his department and, without missing a beat, he gave the credit to his guys.  Wow!  To me, this response showed respect and when a department has respect, amongst its workers, then you can see it in the employees' work - and that only promotes better Customer Service.

Way to go guys!

Talk at ya later!