Grocery Store Clerk - SECOND NATURE

Friday night, a night which a large part of the population uses to celebrate the end of a work week.  Where I, on the other hand, choose to make it a night when I do my shopping.  With the Garden Center open, I find that it is hard for me to resist those blooming pots of Petunias, and what nots, and visualise how they will look in my yard this summer.  Naturally this promotes urges to buy a few things and then, of course, there is the usual grocery list items to pick up.  So, once I have clocked out, I grab my list and head downstairs to get a cart and start my Friday night celebration, in a grocery store.

I will usually run into a customer or two, while I make my way down each aisle, and we will chat for a few minutes, have a couple of laughs and I will then continue my celebration of Friday night.   In the meantime, I noticed a co-worker who was also shopping.  I saw her cart and she was holding a list, but she was with a customer.  While shopping a customer had approached her and asked her where a certain item would be located.  Not being on the clock, the employee took the customer to the product they were looking for.  When she returned to her cart, she gave me a wave and continued on with her shopping. 

When it was time for me to checkout, I found one checkout lane open with two customers in line.  In front of everyone, was a rather large order in the process of being checked out.  The cashier was trying to check out and bag the order as quickly as possible but it was a rather large order which prompted the customer to assist as well.  Another employee,  who was also shopping and waiting in line, jumped in and started to help bag.  In no time, the order was bagged and the customer was smiling and thanking everyone for their help.  And the cashier, was very appreciative for the extra hand.

Now I don't know if anyone noticed the way these employees went out of their way to help, while they were off the clock.  Nor do I know if anyone would really care, besides the customers and the cashier.  What I do know, however, is that I wish everyone could see the displays of customer service that I witness, by these employees, every day.  Some would say that their actions demonstrate dedication, not only to the customers but also to their store.  But, I don't thinks so.  For when you watch these employees you are quick to see, that to them, these actions are just second nature.

Talk at ya later!

Grocery Store Clerk - THE CHOSEN ONES

Managers - what can you say about these people that are chosen to lead us?  We all can comment on that one, but to be fair there are a lot of positive things about these people.  Granted, not all are of the same caliber but given time we most generally can find something good about all of them. And when we do find a moment of truth, it generally will come when least expected.

Most of our managers are well liked.  They treat us with respect, work beside us when times get busy, listen to our complaints, laugh with us and understand our frustrations.  In a way, we are a lot alike. And there are many times when I see many of them go out of their way, not only for customers but for employees as well.  For these people, I have much respect.  Because with the title of the position, comes much responsibility and frustration.  And there are times when I have often wondered how they can begin to handle it all.

How I look upon a manager will depend on how they treat, not only the employees, but the situations that arise.  It provides some insight as to their character and the other night was a perfect example.  I was working on a register when a customer came through with just a few items.  As I scanned the items the customer gave his disapproval as the prices rolled across the computer screen.  Our company, like others, has a card that provides the sale prices when scanned.  In explaining this to the customer, he informed me that he did not do this and continued to tell me why.  Totally disgruntled by the company's policy the customer refused the sale and in the process grabbed the attention of a manager.  This manager came over to my register and politely asked what the problem was, to which the customer immediately informed her of his position on the matter.  And the customer did not stop with just his explanation.  Instead, he stepped out of line and stood in front of everyone and continued to explain his reasoning on the matter.

Now in most situations,  I believe that it is safe to assume that a clerk/manager would have apologized  but informed the customer that that was company policy and let the customer go.  Not this manager.  She did apologise for how he felt, but she went on to try to correct the matter and explained everything to him  And, she maintained a position of wanting to help make him happy.  In other words, this manager wanted to make sure that the customer was not only well informed but also wanted him to know that she valued his business.  And when the customer told her how the company should operate on this particular matter, she stood there politely and listened. 

Now during this encounter, I looked around and saw the faces of the customers and the employees as they watched this situation take place.  I mean, this customer had every one's attention.  And what they witnessed was an employee being polite and trying to do right by a customer, even  though the customer was in total disagreement with the company's policy.  The manager went the extra mile and in the process, provided a lesson on customer  service to the employees.

The end result was that the customer left the store without making a purchase, but he did not leave the store with a bad impression of the employee or of the assistance he received.  It is unfortunate that we lost a customer but, on the other hand, it is nice to see a manager set such a fine example for others.

Talk at ya later!

Grocery Store Clerk - THE DIFFERENCE IN YOU AND ME

For quite awhile now, I have been taking note on how different employees can be.  There are about three different categories; old, not so old and the new.  Now in referring to old and new, I am not meaning age but instead, the amount of time the employees have been employed at the store.  Each of these groups has a different outlook which gives way to how they perform the work that they do.

Let's take the 'old ones';  these are employees that have been working in the store for many years - some have been here since the doors first opened.  They take their jobs seriously and most take pride in what they do.  These very employees have an abundance of knowledge, can perform their job (as well as one or two more), are reliable in their service, personable with the customers and are honest and dependable.  Now the 'not so old ones';  have been there about two to three years.  They have knowledge of their job, are  reliable with their service, personable with the customers and I am sure that they are honest and dependable.  Then there are the new ones;  most seem reliable, they are personable with the customers and I am sure that they, too, are honest and most are dependable.  So, what makes these three groups different, besides the amount of years that they have been employed?  The way they talk.

The 'old ones', discuss business such as department functions, ideas and are concerned with job performance.  While most of the 'not so old' ones, are more concerned on a personal level, have somewhat of an air about them and have a tendency to only do one job.  This is the group that I envy the most.  And then of course there are the 'new ones', they are just learning - although there have been some ideas expressed by a couple.

The amount of years of service, an employee has invested with the company, provides much.   I find that these people work harder, are more concerned with their job performance, they take their jobs seriously and can be depended on to provide service wherever needed.  The job becomes more then just a paycheck - it is a part of their lives and their interests.  Which is not always so good for the employee because, more often than not, they take their jobs too personally.  Even without the promise of making it worth their while, financially or by title, these employees perform.  And in this performance, there are two objectives of which they serve;  the company and the customer.  Each objective has a different meaning.   While one is to provide financial gain, the other is to provide service which ultimately puts an employee in the middle.  For these employees, these jobs promote struggles and frustrations; on a personal level.

A friend and I were out one day and we, naturally, were discussing our jobs.  We spoke of what it would be like to work somewhere else.  Somewhere, where you didn't have that personal attachment.  Would we perform as well, as what we do now?  Or would we look at it as just a job, pick up our paycheck and go to the house? Neither one of us could answer that question, because we didn't know how that would feel.  And then, of course, the next question was - would we want to?  Companies are lucky when they have this type of workforce, for these employees not only provide the work, but they care and this makes them work harder.  You can pay anyone to work, but you cannot make them care.

I don't know how companies view this, or even if they take this into consideration.  From what I can tell, when I shop, they do not.  Most stores that I go into, the companies' outlooks are written all over the employees' faces, so to speak. And that in itself, is unfortunate.  I, on the other hand, have been more fortunate.  I have worked under store management and department managers, that have always made me feel appreciated for the work, that I not only do but the performance that I provide.  It means a lot, and cushions the set backs that one experiences when working for these companies.

There will always be a public in need of employment.  And as to how this workforce will perform will be up to the standards that companies put into place and how they want their businesses cared for.  Because,  over all, it is the employees that make the difference - if given the chance.

Talk at ya later!

Grocery Store Clerk - IN REVIEW

Today, I have taken the time to review the posts on this Blog.  I find that what started out as a Blog to give notice to the employees, that I work with, has evolved into quite a few entries relating to the customers and descriptions of Customer Service.  Unbeknown to me, customers and employees seem to go hand in hand.  And while reviewing these entries, I have noticed the caring and hard work that these employees demonstrate; not only to their jobs, but to each other.  These profiles show how they feel about the jobs that they do and what they think of their store.

As I read on, I came across a few entries giving reference to research and comments on the subject of employees and customer service, along with quoted opinions and surveys on the matter.  When I was done, however, I found that my opinions remain the same;  good 'Customer Service' is not a learned behaviour it is something that comes from within, good employees do not come, "a dime a dozen," and a company's strength is in it's employees.  But above all, though, I still wonder what makes so many of these employees be so dedicated to what they do and why is it that they over extend themselves for the people that they serve and work for?

The conditions, under which these employees work, are sometimes chaotic and they must be able to multi-task in order to complete the work load and serve the customers. Their earnings depend on the amount of hours they are allowed to work -which is most generally in question, and the benefits do not provide much.  Generally the work is physically and mentally strenuous, depending on the department one works, and when clocking in for a shift one never knows what to expect.   The amount of responsibilities, associated with these professions, can be overwhelming and are definitely underpaid.  And to top it all off, working in this profession is not considered to be amongst the professional sector of the employment world, instead it is considered a 'mediocre job'.  Or, as I once overheard someone say, it has been regarded to that of being 'a servant.'

I have been in the professional sector of employment and my salary warranted my education, skills and responsibilities.  Not so in this field; although I have plenty of responsibilities, I lack the education for this type of job and my skills are OJT.  However, I witness many employees who take on many specialized responsibilities and their earnings, judging from the comments posted on this Blog, do not reflect what they do.  Still, they continue to perform their jobs to the best of their abilities and strive to portray what the company expects.  They maintain an upbeat attitude and are always willing to assist anyone in need which provides their employer with dedication.  And for the customers, they often provide service way beyond the call of  'good customer service'.  In many ways, these co-workers of mine, surpass me in the service and hard work that they provide on a daily basis.  Although, never in my life have I worked as hard as what I do now.  And it is through this insight that I grew to respect the people that I work with.

In conclusion, this Blog reveals how these people do their jobs, with dignity and grace, while under the pressures of this market and the public.  It provides us an insight as to the type of people that they are and shows how they are a credit to themselves and to the company that they represent.  Besides,  they provide something that will never go out of style - Customer Service.

Talk at ya later!

Grocery Store Clerk - RECOLLECTION OF DAYS GONE BY

Over the weekend, while I was off, a friend and I decided to go down the street to the neighborhood coffee house.  There we sat with our Mocha Lattes and began to chat away the hours.  We spoke of what was going on in our lives and even hit on a few dreams which we are aiming for.  But, more often than not, we discussed our jobs.  We both work for the same company and we each work in a department that provides a service.  As talented as we each are, we are finding ourselves slowly slipping into oblivion.  And now, we have to learn to accept and move on.

There was a day, when we ran the departments in which we worked.  Basically, because no one else wanted to put forth the effort.  But, we were happy to accommodate and it provided us with the opportunity to excel in what we did, which in turn provided us with a satisfaction not felt by other employees.  In a certain respect, we were the lucky ones.  Though filled with constant frustrations, and endless work, we muddled through and took pride in the achievements.  Always trying something new, we excelled in our creations and our reward was the customers' delight  and praises.  To know that we made someones special day even more special, with our talent, made everything worthwhile.  For me, those times were even more special because I had taught myself and I look upon this as an advantage because it was the customers that led me.  By watching and listening to the customers, I was able to grasp as to what they liked. Taking the customers' ideas, I was able to provide a market that catered to them.  Now, things are different.  There is a term which I recently heard used when describing sales, 'drop and sell.'  This approach is to cut down on employees and payroll and promote more profit with sales.  Thus taking away the human touch from the customers. 

What we provided, was  probably the best kind of Customer Service; giving customers what they want.  This approach also provided dedicated customers that came back year after year.  We, as employees, knew their names and they, ours.  It was a friendly, neighborhood market approach which promoted repeat customers.  I find that each of us are glad to have had this experience, it is what encouraged us to excel at what we did which, in the long run, made us better employees.  It showed us our capabilities and gave us something to be proud of.

With the Lattes finished, we made our way out the door.  It was kind of nice recalling these memories.  I never realised how much they really meant to us. The past is missed, needless to say, and each of us are embarking on outside activities.  We gave so much of ourselves to our jobs, in previous years, and in some ways it seems to have been for nothing.  When in fact, it was the highlight of our employment, for each of us.

Talk at ya later!

Grocery Store Clerk - THE REPORT!

Hallelujah!  About time! A Mystery Shopper came through our store and gave us high marks.  My understanding, is that we were the highest in the company.  After all of the postings that I have done about the business of Mystery Shoppers, it is nice to see that at least one person came through that was able to see what our store is all about;  good Customer Service.  Or, better put, people who care about the jobs that they perform for the store in which they work.

Mystery Shoppers, are just people - like you and me.  They may be having a good day, or bad, their likes and dislikes may vary and then of course there is the matter of personalities that come into play.  I have often thought, that I, or any of my co-workers for that matter, would make a great Mystery Shopper.  I am familiar with the business and understand what I see going on around me.  For instance, if an employee is busy putting out product then I do not expect them to make eye contact with me in passing; not until I request assistance and then of course I am sure to be polite in asking.   Quite frankly, one cannot judge without understanding what they are judging.

And when I checkout, if that cashier doesn't sound like a recording when asking me all of those little questions, that will be okay, too.  I am more interested in the sincerity of the cashier.  If they make me feel appreciated for shopping there and give me an overall good feeling, then that means everything to me as a shopper.  And should I have to stand in line and wait to place my order, or to  check out, then I am bound to look around and notice how that particular department is staffed.  This is something that has no bearing on the employees.

I have been to other stores and have come across quite a few employees who feel that they are the best when it comes to Customer Service.  I know this, for they have told me so.  But then when you see these very employees off the floor you find that the Customer Service, that they demonstrate, is that of a false nature.  Simply put, they are fakes.  At our store the service that our employees provide is sincere.  As you see them on the floor, they are the same when off the clock.  And this personality that they demonstrate can be felt by the customers, because it is consistent. 

These people, that I work with, are a caring bunch.  Not only do they care about each other, but also about the customers that they serve.  This characteristic, that they possess, shows pride - in their service which in turn reflects on the store.

So here's to the Mystery Shopper, that noticed,  Much Appreciated

Talk at ya later!

Grocery Store Clerk - THE KINDNESS OF STRANGERS

On a weekly basis, I see so many acts of kindness, by employees and customers alike.  Just the other day, I witnessed a clerk helping a customer who was looking for bottled water.  As the clerk was taking the customer to the correct aisle, the clerk noticed the difficulty the customer was having trying to walk.  Midway, the employee stopped and asked the customer what brand of bottled water she wanted and what size bottles.  The customer told the clerk and the clerk proceeded to go get the customer what she wanted in order to keep the customer from having to walk the extra distance.  

Prior to that incident, an elderly lady took a fall outside the store when trying to enter.  The customer, being quite shook up, did not appear to be hurt but needed assistance in getting up.  An employee, being informed of the incident from another customer, went outside and after having put the lady's shoes back on her feet, the employee helped the customer to her car.

And much can be said about the acts of kindness that I have seen displayed by customers.  Having rung out an order, the customer realized that her food card had insufficient funds to cover the sale.  Standing there, embarrassed, the young woman looked at me and apologized.  One could tell that she was a hard working young mother, with a couple of young children, and all I could do was assure her that there was no problem.  At that very moment, a customer in line stated that they would pay for this woman's groceries and they did; approximately $250.00 worth.

Yesterday, a father came through my line to check out his groceries and with him was his son, who suffers from a mental disability.  While I was scanning the items the father asked if I would scan a bottled drink so he could give it to his son.  Eagerly, his son took the drink and proceeded to open the bottle, but none of us saw the difficulty he was having in getting the bottle open.  But, a customer in the next check out lane did and politely offered to open the bottle for him.   This simple act began a conversation between the customer and the father, and definitely brought a smile to the boy's face.

As employees, we are constantly being instructed on Customer Service and one of the things, an employee is supposed to do, is to take the customer to the item that they cannot locate - not just tell them which aisle to go to.  But the clerk, in helping the lady locate bottled water, took it a step further.  This display was not Customer Service, but instead an act of kindness.  And the clerk helping the lady who had fallen, displayed a mere act of human nature - wanting to help.

Neither of the employees, or customers, received any reward or pat on the back for their assistance in a time of need.  Each employee received a thank you, from the customers that they had assisted, and then each went back to doing their jobs.  The customer who paid for the young lady's groceries, witnessed tears of appreciation and got a hug.  The lady who helped a young boy, got a very big thank you from a much appreciated father.  And after these displays, each customer went home with their groceries.  Each of these people displayed what kind of person they are; caring and helpful. 

For employees, providing Customer Service is what they are supposed to do.  As to the exact procedures, not everything is clearly defined.  But in providing Customer Service, I notice that most employees take it a step further because for them, they are only acting how they would normally act in any given situation.  Simply put, it is just who they are.

Talk at ya later!

Grocery Store Clerk - IN COMPARISON

I have been browsing the web, again, and to my delight I found an article on grocery stores; 'Best And Worst Supermarkets- shoppers tell all'.  Now that my attention was aroused, I took to reading the article that provided an in depth consumer report which, not only rated grocery stores but, provided a list of complaints.  There were five stores listed; all of the stores that ranked highest on the list I was not familiar with, but the one store at the bottom of the list, I was - Walmart.  The top store is more familiar with the New York and east coast areas, but Walmart is noted nationwide.  These survey results were compiled  from over 24,000 responses.  The stores that held the top positions were given high marks for service and cleanliness, while the lowest ranking store was credited with lower prices.

The survey went on to list the complaints that shoppers have with grocery stores; shortage of checkout lanes, cluttered aisles, out of stock sale items and bagging.  Even though these complaints are quite common, what I did find interesting, however, is that the last three of the complaints were listed as customer service.  I would never have thought that.

Customer service covers a wide range, as noted in the above survey, which makes not only employees responsible for 'good customer service' but the companies as well.  Because how a store provides its patrons is a reflection on the company, just like how a customer is treated is a reflection on the employees.  In this respect, everything goes hand in hand in order to be successful.

Provided at the end of the article was a chart with the complaints listed along with the percentage of reviews:

Long lines - 22.5%
Lack of freshness (perishables) - 13%
High prices - 29.4%
Dirty conditions - 25.8%
(cluttered aisles)
Customer Service - 9.3%

There are so many things that go into the making of a grocery store that in order to understand it, you have to work it.  And though I am not familiar with most of the departments in a grocery store  there are some things that I have picked up on.  So, in reviewing the above complaint list, I decided to compare our store with the list;

Long lines - this is just as much of a problem for the employees as it is for the customers.  The situation is due to lack of staff which is something that employees have no control over.  However, at our store, when lines appear it is a common practice to page Flex, which is a call to all employees and managers, who know how to operate a cash register, to come  up to the registers and help check out the customers.  And those managers that cannot run a register are available to bag.
Lack of freshness - This is where a staff that is dedicated is of the utmost importance.  Not all perishable items come in looking great and it takes a keen eye to be able to depict as to what should go out as compared to what should be sent back to the supplier.   And it takes consistent culling of fruits and vegetables, in order to maintain freshness.  This is where management and staff make the difference, and our Produce and Meat Departments are exceptional at this.
High prices - Sorry, we have no control.  Talk to the company.
Dirty conditions and cluttered aisles - There again, it takes dedicated employees to not only maintain cleanliness but also take the time to take care of any situation that arises.  It's a matter of pride.   As for aisles, well we have a store manager that is a stickler for wide aisles.  He wants aisles open and clutter free and all displays are done accordingly.
Customer Service - Another category that demands dedicated employees in order to succeed.  I have often thought that true customer service cannot be taught, it is something that comes from within and the people that I work with demonstrate this every day.

In comparing our store with the complaint list, the one thing that I noticed most was that our strengths lie in the employees that carry out these jobs.   This is what makes the difference.  And as this survey shows, not all stores have a staff that take pride in what they do or, are dedicated to what they are in charge of.  Our store/company is small and not known for heading any list.  However, in the particular store in which I work,  we demonstrate all of the strengths needed to carry out our jobs successfully and our dedicated shoppers have made that known to us.

So in conclusion, not all grocery stores are developed equally.  Be it clutter free aisles, fresh products or more checkout lanes - whatever impresses the shopper the most, is where they will shop.  Everything that a shopper wants can be achieved but, it has to be up to the companies to make this choice. The employees job is to take it to the next level with their dedication and service.  And when all is said and done, our store may not achieve everything on a shopper's wish list, but when it comes to the employees, they excel at whatever they have control over.  HIGH FIVE!

Talk at ya later!

Grocery Store Clerk - ANOTHER HOLIDAY SPENT AT A GROCERY STORE

This has been quite a week, as are all holiday weeks, but this one was just a little different then most.  For starters, this week was the last week for one of our co-workers. Having accepted a different position at another store, this employee is moving on.  He leaves behind co-workers, and customers, that will remember him fondly.  With a strong work ethic, he was someone who could be counted on when things would get just a little crazy and his personality gave way to an enjoyable working atmosphere.  We miss him already.

And of course, this was the week of Easter.  As with all holidays, customers were in the rush mode while trying to get everything accomplished and yet, they were in high spirits.  With the weather being picture perfect, the garden center open with blooming, potted, spring plants and the tantalizing treats from the Bakery - everything pointed to a perfect weekend.  And, so it was.  Actually, it wasn't too bad  working on this holiday.  Although I must admit that the heavy work load made it a little overwhelming at times, and I wish that I was able to be with my family, none the less, all of the smiles and greetings that I got from the customers seemed to make the holiday just a little brighter.   Everyone seemed to be rejuvenated and ready to celebrate the spring.

As employees, we do not get to share in the holiday, like the customers do.  Instead, we are busy preparing for the holiday and when that day arrives we are then busy assisting customers in order to help them celebrate the holiday.  So, for us these special times take on a different mode and sometimes we wish that we were on the other end.  But since we can't be, being surrounded in an atmosphere filled with happy people makes it a lot easier to accept.

Now that the day is over and the cleanup has begun, it is work as usual.  No more are the big orders waiting to be prepped and displayed, the big displays are sold out and broken down, cleanups are done and one can now hear the music playing over the speaker since the crowds have dispensed.  Amongst ourselves we discuss how the holiday went with stories of how busy we were and the people that we catered to.  All of the ups and downs, kindnesses shown, chaotic moments and anything else we may have experienced.  There are quite a few laughs and no one seems to be down.  We all muddled through just fine.

But by the end of the night, I am dirty and tired and ready to head to the house - as usual.  At this particular moment I am not in the great mood that I had been earlier.  Reality has set in and I am remembering how I use to celebrate Easter and realise that time is moving by so fast and how much I miss those times.  And I have to admit, that I feel a combination of sadness and anger as I stand there with a broom and dustpan in hand.  Instead of enjoying family, I am cleaning the floor in a grocery store - or so my mind is telling me. 

As I look up, I see a fellow employee leaving for the night and in passing they say,"Happy Easter, Nancy."  Maybe this isn't so bad after all.

Talk at ya later!