Cincigal Grocery Store Clerk - THE PRIVILEGE OF CHRISTMAS

Christmas has changed for me, over the years.  Where once it was filled with anticipation, of what was in the beautifully wrapped presents under the tree, it is now filled with knowing who I will be spending the day with that excites me.  It's knowing that I will be able to embrace and share with those that bring so much into my life.

Having worked with the public, for so many years, I have come to the conclusion that this holiday is one of privilege for there are some who do not have anyone to be with.  Be it for lack of family, friends, home or health there are some who do not get to experience and enjoy what so many of us do - being with the ones we love.

And now that shopping, gift wrapping, baking, etc., are done, and exhaustion has begun to set in, take a moment and look around.  Look past the sparkling tree, beautifully wrapped gifts and all the decorations and into the faces of all of those that will surround you.  For having these people in your life, those that you get to be with and share with, makes you privileged.

So enjoy the moment of being together, the laughter and the pictures that will take this holiday and make it into memories.  And no matter what your belief or how you celebrate above all, don't forget the true meaning of this day for it is this that has provided you these moments - this privilege.

Merry Christmas everyone - pass it on.

 

Cincigal Grocery Store Clerk - THE RUMOR MILL

When I came to work at this store, it was under another company.  And the very first thing I heard, were rumors.  The rumors were not about other employees, instead the rumors were about the company itself.  There were two actually; 'The company is for sale.' & 'The store is getting remodeled.'

Well I cannot verify the first rumor but the second rumor, was just that - a rumor.  The only store that has never been remodeled; and it shows. 

And now, well actually for the last 4 years plus, there has been another rumor.  A rumor that seems to have been started by customers which just recently was put to rest - or, so they say. 

But this last week another rumor started making the rounds.

A funny thing about rumors, you never know if they are true or just someone's way of passing the time.  But no matter, they have a tendency of keeping one on their toes.  Kind of preparing you for what might be just around the corner.

If the rumors were to come true then, more or less, some employees would shake their heads, shrug their shoulders and say, 'Yeah, I knew that would happen.'

I've heard said that there is 'a grain of truth' to rumors.  If that's true, I wouldn't know. 

But what I do know is that, only time will tell.

Talk at ya later!

Cincigal Grocery Store Clerk - THE WAYS AND THE MEANS

Last night I attended our store's annual mandatory meeting.  It is a time used to provide employees with the latest company/store information; earnings, projections and future changes.  Kind of like where we've been and the direction we are going.

Our meeting was led by our store manager. 

Now there are some things that you have to know about the lady that manages our store.  She is one of the hardest working managers ever known.  Not only does she physically contribute numerous man hours to this store but, she does it in the best of humor.  And although there are times, we can tell, that she is completely exhausted you only have to give her a little time before she bounces back and continues on.  That is one description of her.  The other, she basically is a good person and always seems to do her level best in managing, not only corporate demands but, customer and employee issues.   Always trying to do what is best.  Not an easy task for sure.  But she does it none the less.

So with her exuberant personality, she led the meeting.  Trust me, with her attitude she could have given the State of the Union message and had all America convinced that they are in great shape.  In fact, one of her frequent sayings is, "It's all good."

But even with the numbers presented and the ideas of the changes to come, along with some rumors being put to rest in a positive nature, there was no positive impression made - at least to all of us who have been here a long time.

Not by the fault of the store manager leading the meeting - quite the contrary.  It was knowing how some of those much improved numbers came to be, that was the downfall.

All that these employees have lost is what contributed to so many of these, so called, improved numbers.

The changes to come will be primarily what other companies are doing; technical changes which I read about last summer.  And there was no mention of how, or if, employees would get back their original status.

Over the last year, or so, there has been much written about the employee market and the job market.  The companies that pay minimum wage, dropping full-time hours to part-time hours and benefits that have been taken off the table, followed with the cost of health care,  are now beginning to be faced with some realities.  A public with lack of spending power.

Not only has the job market changed the economical standards but it seems to have changed the very employees who work it.  Along with uncertainty there seems to be a change in the work ethic - something that, at one time, was of so much value to an employer.  Now people are busy working two, if not three, jobs in order to survive.  And with this kind of schedule, who has time to become invested in their jobs?  Not to mention, there is no incentive to give it your all and to extend oneself to benefit the company they work for.  So, one goes to work and collects their earnings and then heads off to their next job - no thought given.

This is just a glimpse of what is to come. 

Now you will not see these numbers or hear about these statistics in a company annual meeting when reviewing and providing future goals.  Most generally it will be where to cut in order to meet projections.  And that is a shame.  Because when discussing the future of company growth it might be better to talk about future investment.  And what better investment for growth then the very people that work the business. 

So as we witness workers protesting and making waves, maybe it's time for these companies to change their future projections when they do their annual meetings. 

Just maybe, it's time to embrace the employee market.

Talk at ya later!

Cincigal Grocery Store Clerk - STILL GOT IT!

As in all holidays, one working in a grocery store always is prepared.  You are prepared for the crowds, the requests, the foot work and the exhaustion to come.  One never stops - or so it use to be.

Today some of us stood, out on the floor, and looked around the store.  Wow, we said, things have changed.  What use to be the hustle and bustle of holiday shopping has now turned into more of a trickle of last minute shoppers. 

And the one thing we all agreed on was how much we missed the way it use to be.  And, at that time, we never would have guessed that this would happen.

Tonight, as I worked the floor culling the tables, packaged Brussels Sprouts and stocked the Celery, I noticed something very familiar - the personalities of the customers and employees.  There was a lot of laughter and everyone seemed to be wishing each other a Happy Thanksgiving.

I took a moment and  looked around again.  There it was, the 'vibe'.  And just when I thought we had lost it.

The sales may not be there, anymore, and that bottom number may not look too good on paper but, there is one thing that still remains the same - the people.

HAPPY THANKSGIVING

Talk at ya later!



 

Nancy Gifford's Artshow

Cincigal Grocery Store Clerk - LASTING IMPRESSION

Customer Service - Oops, here we go again. 

In my opinion, this remains the most over-used caption in the retail world.  Somewhere along the way it was decided that, to smile and say, 'Hi, how are you today.',  would be the ticket to attract and maintain customers.  But, as I have witnessed, it aint so.  As one customer informed me. 'I don't care if they smile or even look at me - as long as I am saving money.'   Once I asked a manager as to why the company continued to emphasize Customer Service when, in all reality, so many other things were being overlooked.  Things that made a much bigger impression on the customer.  The manager's response was simple and to the point, 'That's all the company has to offer.' 

Which leads one to think that Customer Service is sometimes used as a cover-up.

But I also believe that Customer Service has another side, and it all depends on the person/employee that provides it.

When an employee has a connection, with their job, they demonstrate it in their performance.  How one does their work, treats the customers and can be depended on shows the sincerity of the employee.  And it is that sincerity that provides a connection with the customers.  Not only is the employee assisting the customer but, the employee establishes a bond with the customer that makes them want to come back.  Unfortunately, this can only be attained by the type of people that are hired to perform this service.

What got me to thinking about this was due to a conversation I had with a customer.  And this is how it went;

"Excuse me." she said.  I turned around and there stood this young woman with a smile on her face. 
"Have you worked here for a long time?" she asked.  "Yes, I have."  I replied.  She went on to say that it had been 14 years since she had been to the store in fact, she was 6 years old her last visit.  She asked me if I had worked in the Deli at any time.  I told her that I hadn't and that I had only been working here for 12 years.
"There was a lady who worked in the Deli and every time my mother brought me in, this lady would give me a piece of Pepperoni."  "She was so nice to me - you look so much like her." she said.

We chit chatted a little bit and then she said, "When I looked over here and saw you I didn't want to go by without speaking - just in case you were the same lady I remembered."  With that she said, goodbye.

A long time ago, there was an employee who worked in this store that apparently had a very outgoing personality.  It was just not the customer service, she provided, but the touch of sincerity that is remembered the most.

Well I don't know who this employee was but, I really wish that she were still here. 

I would like telling her that a long time ago there was a little girl who, still to this day, remembers her kindness.

Talk at ya later!


 

Cincigal Grocery Store Clerk - 'HEY, SWEETCAKES'

When working a job, that requires customer service, an employee kind of puts themself out there.  They become the target for verbal and physical abuse, accusations, lies and some rather - I can't think of any other way to put this - smart ass remarks.  And one of the most surprising things, except for the 'S A remarks', is that none of this is really aimed at the employee personally, instead the intentions are aimed at the company.  The employees just happen to represent the company and end up taking the hit instead.

In the line of duty ,through the years, I have been hit by a grocery cart, swatted at, grabbed, hit on the arm, had a head of lettuce and a loaf of bread thrown at me, have been accused of everything from higher prices to rotten produce.  That's the physical end.

And the verbal end doesn't get any better.  There have been instances when customers feel a need to take out their frustrations verbally and that too, can seem like a slap in the face.  There have been days when it can be never ending.   Which has led me to believe that, if a person is frustrated then a grocery store is the place to go in order to release this inner self.

"Why don't you have it?"   Well we don't handle that particular product, but I will check with the _________ Manager to be sure and see if we can get it for you.  "Do we have a problem here?"  No.  "Are you trying to start something?"  No.  This is when you realize that this particular customer is trying to start a fight.  So you stop talking, let them go on, turn and walk away.  As an employee, you just kind of learn to live with it.  Acceptance is a big part of the job.

But it is the comments that kind of have their own ranking and most generally entitle one to a bit of a laugh.

"Hey babe, where's the _____?"  And then there is the customer looking for the sugar, or so you think.  Having taken the customer to the baking aisle you are informed, "No, I mean where is MY sugar?"  Once you roll your eyes, shake your head - you walk.  Then there is the messenger, as he walks by you he hands you a piece of paper - it's his phone number with a message, 'Call me.' 

But, the other night I heard a new one.  "Hey, Sweet Cakes."

Now this term was being aimed at me, only I didn't know it.  The call came from behind me - like an aisle away.  But within seconds I heard it again, this time right over my shoulder while I was stocking a table.  It was a guy and he wanted to know where the limes were.  "Thanks Sweet Cakes." he said with a grin.

I have often wondered what makes people think that they can act, or say, whatever they want.  Some actions are harassment while others border, or are, acts of assault.  Which leads to another question - why work at this job?

These instances happen to most employees, so you are in good company.  And the amount of times these things occur is far less then the acts of kindness and respect that is shown to you by other customers.

So at the end of the day it is realized that this is just part of customer service, the job that you do - no matter what they call you.

Talk at ya later!

Cincigal Grocery Store Clerk - THINKING OUTSIDE THE BOX

The first year I was employed at the store, I had a customer come up to me and say, "Don't get comfortable or you will never leave."   I did.  To me, it was taking a breath.  Here I was living in a new community having moved from out of state.  I knew no one but my family and had spent a year looking for a job after the job, which I had lined up prior to moving, fell through .  For me, it was like having the opportunity to breathe.

The pay was above normal wages and my income continued to increase quickly.  There were Benefits, 401K, health insurance - all one had to do was work.  Soon my life began to revolve around the store and I made friends and had places to go and, well, it was an ok deal.  So yes, I got comfortable.

But those were the good old days and today is not nearly as good.

Within the last two weeks our store lost two more people.  Each of them an asset; hard workers, customer oriented, dependable and they fit.  And with their leaving I started thinking that, well just maybe there was a reason besides the obvious.  They lost so much staying with the company but in another way just maybe they gained something. 

With the actions that the company has taken, slowly decreasing the employees to nothing, they have provided us something - a push.  Their actions have made us start thinking and with that, we started searching for a better life.  With what we thought may not be possible is now becoming a reality for so many. 

This company will never again find in employees what they had in all of the employees they have lost. 

But the fact still remains it is the company's actions that have made people start thinking 'outside the box." 

And somewhere, there are other employers who are reaping the rewards.

Talk at ya later!

Cincigal Grocery Store Clerk - LIGHTS, CAMERA .......ACTION

Last week, a few scenes for a movie were filmed at my house.  My little house was filled with people, technical equipment, lights and all sorts of equipment.  There were people running in and out carrying clothes, props, coolers and whatever else.  So for 14 hours my little house, on my little street, became a set and I got to witness the making of scenes for a movie.  And while people were busy setting up inside there were others busy setting up outside.  My garage was turned into a station for technical and lighting equipment, and the like, while my front lawn became the sight for pitching a large tent in preparation for the dinner to come.  All was set and people began to take their places.

I kind of moseyed around the yard and met the different actors, tech people and whoever else happened to be on my lawn.  But, more or less, I kind of stationed myself out back on my deck with my laptop until, that is, the food came.  There it was nice and quiet with only the birds chirping in the background.  And the only sound that broke the calmness was when you would hear, 'QUIET ON THE SET.' 

Watching the cast and crew I noticed that it seemed a bit like 'hurry up and wait', instead of just going in and getting the job done.  There would be periods where a large group of people would be standing around outside talking with each other, reminiscing about previous movies they had worked on, while others kept to themselves - trying to get into character.  All of this while a scene would be shooting inside the house.  And then all of a sudden the scene would be done and those that were in came out while those that were out went in.  All very methodical.

Throughout the day I had the opportunity to chat with some of these people and learn a little background as to what was taking place.  The scenes, actions, getting into character - it was where each party had a part to play and each part had a purpose.

After 14 hours I kind of noticed the similarity of what I had witnessed as compared to where I work.

We have lights and the cameras are based in the ceiling throughout the store, what we don't have is someone calling, "ACTION".  That is a feeling which you get when you walk in the door.  Now getting into character is something that we don't necessarily try to do - it is an automatic.  Where one moment we can be laughing and discussing something with one customer and within seconds turn around and have to handle a customer with a problem or an irate customer.  There are no patterns and no scene remains the same - everything constantly changing.  We never let the real us show through.  Throughout the extent of our shift, we are in character.  In other words, we act out a scene; one after another.

Now I am sure that an actor would disagree and not see the similarity in these two opposite jobs.  And to some degree they would be right - they dress better. 

But, all in all, we are rather good at acting and yet there is one major difference that I can think of;

We don't have a script - we ad lib. 

Talk at ya later!

 

Cincigal Grocery Store Clerk - 12 YEARS WORKING IN A GROCERY STORE, and what have I learned?

September marks a milestone for me; 12 years working in a grocery store.  Who would have guessed?  Not me, that is for sure.  When I applied to work at the store, I was the  least likely candidate.  I had no previous experience in this field of employment, no skills, no knowledge of grocery stores (except for the groceries I purchased), knew nothing about operating a register and had absolutely no previous experience when it came to customer service.  But hire me, they did.  I remember my first impression - damn, these people work too hard.  And my second impression?  I could not believe how some people acted when they became customers.  But once in the door I began to evolve and have been evolving ever since.  During this twelve year period I have learned much.  I have learned to multi-task, teamwork, how to be better organized, how to create sales, work in different departments (usually all at one time) and, last but not least, the art of customer service.  And everything which I have learned can be attributed to the customers.

With as many grocery stores as there are in existence, it may be difficult to distinguish which one is the best.  However, there has been much debate, and many opinions, as to which are the best, and why, as compared to which ones are the worst.  By listing services, cleanliness, freshness, selection, prices and - oh, yeah - customer services it appears that these are the assets that can make or break a grocery store.  But, I am not so sure.

In past years, customers were loyal to their grocery store of choice and, wherever else they did business.  This approach made life simple.  But as younger generations came into their own, things began to change.  They do not have the same outlook, shopping habits nor the financial standards of generations past.  And you have to take into account that there are so many grocery stores, not to mention all of the retail businesses that have added groceries as part of their inventory.  Hey, the consumer dollar can stretch just so far.

So by using high-tech, customer appreciation programs, self-checkout, card rewards, along with the promise of great customer service, each grocery company is out there vying for the top positions.

But the customers have taught me that when it comes to grocery shopping there are other considerations, not formally listed on consumer polls, that are just as important as any customer appreciation program.

So, I made a list of what customers complain about the most:

1) CHANGE:  One of the first things that I learned, is that customers hate change.  Customers generally want their shopping experience to be simple and hassle free.  Let's admit it, grocery shopping is one of the least favorite chores of many consumers.  So when grocery stores make changes, drop services or even reset the aisles it will cause havoc on the floor.  And I don't need to explain what that does to the grocery clerks working the floors.  Should there be continuous change, look for the customers hitting the door.

2) CONSISTENCY:  When grocery stores lack consistency with selection and services rendered, it causes frustration for the customers.  They consider the fact that they shop at this establishment and trust that they can get what they are looking for.  After all, the product was probably there the last time they shopped.  Naturally, it is the clerks that respond to the requests.  And even though clerks follow up on the matter, it is not uncommon to hear that the product will no longer be handled and that 'it is not economically feasible since not much of the product is sold.'  Customers, in all due respect, are not interested in the business aspect of their grocery shopping.  And when this continues to happen, in various departments, it can send a message to the customer that they cannot count on their grocery store and they, too, go elsewhere.

3) DOWNSIZING:  This is another issue that bothers customers.  When customers witness departments, or staff, downsized this acts as a red flag to customers causing them to distance themselves and go elsewhere.  When downsizing staff, customers have to wait longer to get waited on and sometimes find it difficult to get assistance.  And when departments are downsized then that means so is the selection.  I personally found this to be true with the Floral Department.  When the company changed suppliers, it was done with the idea of making the department more of a 'drop and sell' instead of a department that offered floral cut arrangements.  By removing the cooler, used for arrangements, they also removed the customers that patronized the department.  And three years later, the customers have not returned.

I have learned more then just what bothers customers.  Through time I have come to realize that it is the employees that are the most important benefit in this business.  These are the very people that not only maintain a grocery store but, give it a face.  They are the eyes and the ears for a company when it comes to the wants and needs of the customers.  But this is becoming more difficult to achieve.  As some grocery stores have downsized many of their full-time positions to part-time and employ more part-time minimum wage, a lot of talented and loyal employees have fallen to the side.  When a company takes care of it's employees then the employees, in turn, take care of the company.

And customer service?  Well, I have often thought that customer service is one of the hardest jobs in a grocery store.  It is something that not everyone can do and basically, it is something that comes from within.  It is the wanting to help and the desire to fulfill.  Although I am a strong supporter of customer service, I find that it is a two way street.  It is just as much the responsibility of the grocery companies to provide for the customer as it is for the employees to follow through on the floor.  And as important as customer service seems to be, I am not one to support the idea that a grocery store can 'hang it's hat' on this service to maintain customers.

So, when you get down to the 'nitty-gritty', so to speak, I find that customers are not fools.  They realize that changes and downsizing are made in order to enhance that bottom line.  And this thought does not serve the customer.

All in all, these lessons are just common sense.  And when you stop and think about it, we have an inside track to better serve customers and keep them coming back.  Because when all is said and done, we too are customers - somewhere.

Published on LinkedIn September 18, 2014
 

Cincigal Grocery Store Clerk - WHO, ME?

Back in August, I received an email from LinkedIn inviting me to publish a post.  Well needless to say, I was just a tad elated.  I sent out text messages and emails, to my family and friends, informing them of this grand request and asked them for their thoughts.  And the end result was positive.   Still filled with this elation I planned to get started.  Oh, my head was spinning.  And then it was over.

All at once, I was without words.  I choked.

Uh, huh - nothing to say.  Even I was shocked.  Here I was ready, prepared to write a post on one of the most widely viewed sites and I couldn't get started.  On each of my off days, I would hurry and get my chores done and rush to my laptop - only to sit and stare at a blank screen.  This went on so long that I fell into the, 'I'm not doing it ' mode.  But one of my friends, Connie, continued to encourage me.  She sent me ideas, like reading about the grocery store employees at Market Basket and the struggles and victory that they had just gone through.  Next, she sent me a link to a website to help teach me how to get started.  And then she gave me a simple, little idea - review my Blog.

So, I took her advice.  First I read the story, then I hit the website and still - nothing.  My first thought, after all of this, was to find out what was holding me back.

My 9th grade English teacher, Mrs. Dale, had once encouraged me to write and, she gave me some sound advice, "Write about what you know."  That was the first click.  From there I tried to reason with myself and I figured out what was holding me back - I felt intimidated.  Yep, that's right!  Now there were two things that I had never experienced -  being speechless and being intimidated.  And, I figured out why.

This post, should I write one, would be right along side all of the published posts by CEOs, and the like.  You know, professional people that know what they are talking about.  I mean, Sir Richard Branson publishes posts - oh, my.

So I reviewed my Blog and started making notes.  First, I did it in long hand and then practiced on the laptop.  As the day went along, 5 hours later, I realized what I had done.  There it was, my post.

I read it and re-read it and then stared at the publish button.  Well, what did I have to lose?  The nice thing about this is, if it is criticized, no one will ever know it was me.  After all, there are tons of Nancy Giffords out there in cyberspace.

On Wednesday afternoon, I pushed the publish button and put my post out there for over ten million people to read.

Thanks to Connie's ideas, I had a breakthrough and am very grateful because I broke through those two handicaps which I never knew I possessed.

The post is out and being read.  I have one 1 thumbs up and one comment, 'Great article.'

Oh yeah, I forgot to say what I wrote about, well here's a hint;

               12 YEARS WORKING IN A GROCERY STORE - and what have I learned?

Talk at ya later!


 

Cincigal Grocery Store Clerk - 3RD ANNIVERSARY

Yep - as of August 17, 2014, this Blog celebrated it's third year of publication. 

Now it's not that I forgot about the date, quite the contrary, I just couldn't think of anything to post.  Happy Anniversary wasn't quite truthful, it was just an anniversary.  So, I reviewed all of the previous posts to see if I could pick myself up and put something together.  But that didn't work, it only depressed me. 

But, I did manage to come up with something - better late then never.  While reviewing the posts I noticed that some were rather blah, while others appeared a little cheezy but most of them added some insight and showed many attributes of the employees as well as customers.  These posts have given an idea as to what it is like to work in a grocery store and, at the same time, showed what it takes to provide Customer Service.   But what I have accomplished most with this Blog is that it shows these people, who work in this store, as the genuine, caring and hardworking people that they really are.  A business could ask for nothing more.

During the last three years, we have lost quite a bit of talent and many hardworking employees.  And, this family unit has started to come apart.  The atmosphere has changed and many loyal customers have chosen to go elsewhere.  Truly, the 'vibe' is gone.

In a way, though, this does not overshadow what this Blog truly has represented - the employees.

So, as I am about to reach my 12th Anniversary at this store, I can honestly say that I am glad that I had the opportunity to become a grocery store clerk.  I have learned a lot and worked with some of the finest people I will ever know.  And what of the future?  Well, I don't think that Cincigal will be celebrating a 4th Anniversary.  But that's okay. 

You see, although all good things may come to an end, this Blog will live on in cyberspace forever.

Talk at ya later!

Cincigal Grocery Store Clerk - HOW DID WE GET HERE?

We  had a visitor yesterday.  A former employee had stopped in and made it a point to say, 'Hi'.  I have to admit that it was really good to see an old, familiar face - especially one that was so well liked. 

The first reaction from our old friend was, "What has happened?"  She commented on how 'dead' it was, meaning both the traffic as well as the employees.  It was clear that she was remembering the old days and how we use to be. 

When you walked in the door, you could just feel the 'vibe'.  The hustle and bustle of a busy store and the employees who were not only friendly but, people that customers knew that they could count on.  The place had a definite air about it.  And in those days, this particular store was known for being the only one of it's kind that was associated with the company.

But as it has been captured in this Blog, things have changed.

The employees are truly beat down, we have lost a tremendous amount of talent, most of the loyal customers are gone, we have lost what we were known for - low prices, fresh produce - and the ever changing faces that now occupy the floor.  All of this has changed what use to be to, what it is now.  And these are just not my personal observances instead, these are the very statements made to me by customers; former and present.

The old, neighborhood grocery atmosphere is gone - so to speak.

This former employee was shocked as to what she was witnessing and then she left.

There was nothing left to say!

Talk at ya later!

Cincigal Grocery Store Clerk - IT'S NOT PERSONAL, BUT......

A few weeks ago, the company made the decision to take quite a few full-time employees and make them part-time employees  - hence, the 40-60 ratio.  With this decision each employee, that had their status changed, was given the opportunity to either accept the position or take a package deal which consisted of so many weeks of paid vacation.  I don't know how many stayed or left, I only know the one employee from our store that decided to leave.

I am sure that those that were given the grim news of their positions felt like the bottom had just dropped out of their immediate futures.  I mean, go to work one day and bam - guess what. 

As is the norm around here, the real devastating news is kept secret until the ball is dropped.  And although we have tried to undermine any future changes, we sometimes miss the real big changes - two to be exact.

So for the weeks leading up to the date of August 4th, the date given for all those departing, this one employee's co-workers tried to convince them that it was a mistake to leave.  "Part-time is better then no job at all." the employee was told.  Comments such as this, and others, became the typical conversation during these lingering weeks.

But the employee was firm in their decision.  So, I just had to ask what brought them to this decision and did they really feel that it was the best for their immediate future.  Their answer was a resounding, "Yes."

After having worked, I believe, nine years with no black marks against them this decision of eliminating their full-time position was like a 'slap in the face.'  And to be honest, they felt that there was no way that they would be able to come in and give 100% to their job anymore and that would not be right to do to their co-workers.

In knowing this employee, I know that they are going through quite a bit of anguish right now with a close family member fighting a debilitating illness.  And now, this latest action at work has just added more stress in their life. 

As for their immediate future, who knows what may come around.  But this employee is positive in the decision that they have made.

This latest decision does not affect me.  Back in February, I made the decision to retire.

There has been a couple of times since, that I have been asked if I had had an inside tip as to what would happen in the future.  My response was, no.  The decision that I made was due to common sense.  I had lost five hours, sales continued to drop, we had lost most of our benefits and the decisions that were being made had not helped to turn business around - it just kept declining.

Had I not made that decision, when I did, I have no doubt that I would have been dropped to part-time as well.  At which time I am sure that I would have stroked out and could only hope that I would have done it on company time.

Since this latest decision, we now seem to be faced with an ever ending parade of new faces coming into the store to replace those hours saved with this latest company move.  The time saved is replaced with minimum wage/part-time.

There is no doubt in anyone's mind - there will be more changes.  And when you take into consideration the morale, I'm not so sure that we care anymore. 

All of these changes that so many companies have incorporated into their business operations does not seem to be improving sales/profit.  There's a reason for that;

They have cut the spending power.

Talk at ya later!

Cincigal Grocery Store Clerk - TIMES GONE BYE

When I was clocking out last night, an employee said that they had been on my Blog but noticed that I hadn't published anything new lately - thought that maybe I was taking a break.  I assured the employee that I hadn't taken a break but instead had not seen anything around the store to write about.  Unless of course I would write about what the employees had been going through.

Not too long ago, a manager told me that they found it hard to look into the faces of the employees.  "The morale", they said, "is gone."  And that it is.

All of the hard work, the customer service, loyalty etc., somehow seems like it was a waste.  As one person put it, "It's a slap in the face." 

So many employees are now faced with finding healthcare and at the same time trying to make ends meet on their new found Part-time positions.  Not an easy task.  Especially if they cannot find another Part-time job with hours that can be coordinated with their positions at the store. 

New people are being hired, what seems to be, constantly - Part-time/minimum wage.

The store has truly lost that wonderful 'vibe' and so many of our local customers; patrons of the store since it opened almost 20 years ago.

We could talk this out and what went wrong and first one thing and then another.  But, that would not provide us with any solution only make us feel more miserable.  We, the employees, know what brought us to this point but there is not now or ever has been anything that we could do to avoid the problems.  It was out of our hands.

But thinking back on a published interview with the CEO of this company, I recall a statement made by the CEO that he never asks employees to do anything that he, himself, would not do.

Guess it's time for him to take a pay cut, too.

Talk at ya later!

Cincigal Grocery Store Clerk - TALK THE TALK - WALK THE WALK

I don't know the origin of the phrase, which I have cited for the title of this post, but I find it to definitely define what is currently taking place in the job market. 

On one side of the spectrum there is the 'fast food workers', that are rallying for a wage increase.   And while the workers step up the for their cause, the employers argue of what that would do to business.  Yep, less profit.  And in order to fill the gap between cost and profit, the employers would have to pass the increase of their expense on to the consumer.  Which definitely gives the consumer a thought on the matter.  Like 'you want more money, get a better job', or 'get a real job', or 'these jobs are not meant to be permanent.'  Anything to save the cost of a burger.

The wage increase that is being sought by this workforce is basically due to increased living expense; utilities, food, home.  The very same things that everyone is being hit with.  And the part about finding another job well, you might just be surprised as to how many are working two jobs in order to make it.  And finding the higher paying jobs is not as easy as it is made out to be; with or without a degree.

I would think that the public might be a little more supportive since they seem to criticize these very workers for collecting government assistance in order to make it.

Now on the other side, there is a grocery store chain, approximately 71 stores, in Connecticut and neighboring states that is going through change.  A change that is being brought on by it's very own employees.  This company is family run, non-union and it is nothing for employees to be there up to 32 years or more.  Let's just say, the employees who work for this grocery chain really do love their stores and customers.

But, for quite a few years, there has been a struggle between two of the family members which ultimately ended up with one family member gaining control and firing the other family member.  Now this is a corporate struggle and it seems that the one CEO that got fired was the one that the employees are devoted to.  Meaning they refuse to work for the other family member.  They are so strong in their feelings on this matter that they took a stand - strike.  And here's the best part, the customers are backing them and boycotting.

When the company asked the employees to return, they refused to negotiate until the former CEO is reinstated.  They feel that should they be under a different management, then their futures would be jeopardized.  And the thoughts are the same for the customers.

And, they are right.  We have witnessed it first-hand.

So to all of these people, who have taken a stand, whether they win or lose they will have gained something - attention.  And it is the attention that sooner, or later, brings change. 

Personally, I wish them all the best and hope that  they are successful.  Because it takes a lot of guts to take a stand.

Keep walking,

Talk at ya later!
 

Cincigal Grocery Store Clerk - BREAKING TRADITION!

Well, another manager has come and gone.  Not only gone, but has left the company. That was Saturday. And three days later, we're still missing her.

I would say that when she came to our store, it was a little bit of a culture shock.  The building is somewhat in need of repair and outdated,  the coolers are most generally going down on a regular basis and as if that were not enough well, let's just say that the place didn't seem very appealing.  Until she got in the door and met us.

Word for word, action to action - she fit right in. 

But here is the clincher - she brought back memories of what we use to be.  She added incentive and hard work to the store.  Just like we use to do.  And her outgoing personality and down to earth nature was exactly what our customers were accustomed to.

So in sending her off, we had to be different.  A cake?  Please, she's the Bakery Manager for goodness sakes.

I decided that we should get her a six pack of beer.  So, Glenn and I hunted through the beer aisle and he picked out what he thought she would like.  Me, I'm an Import girl myself.

 I got a big bow and put it on top while the employees got out their Sharpies and pens and wrote their names and farewell messages on the beer carton.  Then we put it on her desk.

Well, we were a success.   And of course some employees shed some tears.

Although we will miss her, very much, we like her enough to want her to be happy.  And, we think this move will make her happy.

So Gaby, from all of us,

'te deseamos lo mejor'

Talk at ya later!
 

Cincigal Grocery Store Clerk - THE RATIO EFFECT

Recently I read a statement, by Peter Schultz, that reminded me of the people that I work with - "Hire character.  Train skill."

Most of the employees that I work with, now and in the past, were hired years ago.  It was a time when an employee's worth depended on the way they performed their job;  dependability, honesty, work ethic, personality.  In other words, their character.  And then they were trained in the skills needed to work these jobs.  Everything from running a cash register to ordering, from pricing to the legalities of Moneygrams, alcohol and tobacco sales and all of the different programs attached to each department.  And let us not forget - Customer Service.

Through the years, some made it and some did not. 

But for those who did make it, it was evident that it was their character that made them the ideal candidate for these jobs.  They demonstrated one important factor - they cared.

But now, much has changed in the retail job market and all of the 'old school' factors have become a thing of the past.

Businesses aim for just one thing, that bottom line; profit. And while this battle goes on, the workforce strives to survive.

The retail workforce now contends with more part-time jobs then full-time positions.  This is accomplished with a higher percentage of part-time as in comparison to the percentage of full-time.  My understanding it is called, the '40-60 ratio'. 

Of course there are reasons as to why this has been happening; recession, lack of sales, healthcare cost.  And yet, even though businesses continue to make these adjustments their sales continue to drop.  Which isn't surprising when you consider that  these adjustments affect the very customers that support these businesses; the employees.  Thus eliminating the spending power

And now our store has taken the very step that other companies have made.

Needless to say, it has been hard to witness.

So many full-time employees being cut to part-time and full-time hours changing.  Some employees are single parents, while others have health issues and some are the sole income for their households. 

And yet, along with the changes comes more hires - part-time.

One of the employees told me that they were feeling rather sad that they had kept their full - time position while so many had not, even though these other employees were just as good at their jobs.

You can see the change taking place and sense the mood.  I don't think that many are thinking of the future, only dealing with the day to day.  Much has been lost in the pride of a job along with the sense of purpose.

With all the changes that have been made, in this job market, it will be interesting to see if profit will play out over survival for these companies.

And when all is said and done, it will be what has been lost that will be remembered the most.

Talk at ya later!





 

Cincigal Grocery Store Clerk - GONE ......... AGAIN!

This week, there was another transfer from our store; a manager.  Now this manager hadn't even been back, in our store, for a year before he was transferred out.   Needless to say, the employees are disappointed.

When this manager returned to the store we were happy.  He brought with him a much needed lift.  With a strong work ethic, good customer service, a great personality and just being an all round good guy well, it was definitely a welcome change.  Not only did we need this but so did the store itself.  And let me tell you, he really worked hard for the store.

So Saturday we gathered together for cake, some laughs and a few funny stories about the past.

It was a little over four years ago, we were doing the same thing with this very same manager.  Except, instead of a cake it was a big cookie with the inscription that read, 'TO THE BEST BOSS EVER.'

Glad to see that some things never change.

Thanks Chris.

Talk at ya later!

 

Cincigal Grocery Store Clerk - IT'S JUST A JOB

The title of this post, I do believe, is becoming a reality.   Not only at our store but, almost every store I go in.

My cousin and I hit the road Wednesday and decided to do some shopping.  We traveled to one of the shopping malls, on the north side of town, and found the place to be rather empty.  Had no trouble finding a good parking spot and, there was absolutely no rush of shoppers to contend with.  Kind of reminded me of where I work.

In total, we visited four stores during our shopping spree.

Out of the four stores, there was only one that had great service.  This store is a very popular, national company, if not international, and the service and personality of the employees was top notch.  I found out that these employees are trained and they genuinely like their job.

This reminded me of how we use to be.

Now on to the other three stores.

At one of these stores I made a purchase and as I was being checked out, I got a little behind the scenes dialog.  The clerk that was checking out my order, had the cell phone in her left hand, used the cash register with her right hand and when a co-worker came by she was able to start a conversation with her; multi-tasking.

Now granted the actions of the clerk was not, what would be considered, good customer service - but hey, I kind of envied the clerk's ability to do all three things at one time.  But, what more caught my attention was the conversation that ensued;

Clerk #2 - "Hey, have ya seen the schedule?"
Clerk #1 - "No." (as she removes the cell phone from her ear)
Clerk #1 - "I had 32 hours last week and 28 hours this week." ( as she turns to Clerk #2 while     bagging my purchase.)
Clerk #2 - "Well, you got 0 hours next week."

For a second, or two, Clerk #1 just stood there staring at Clerk #2 while holding my bag.  Finally, Clerk #1 took my money and handed over my purchase.

So, as a customer, would I go back?  Yes I would - I like the fashions at this store.

Would I send an email to the corporate headquarters about the type of customer service I witnessed?  Not at all.

I look at it this way, the company  is to blame for the type of service the employees display.  These clerks had probably not been trained, except for the business end, and the actions they displayed will probably be how they act at future jobs which, sooner or later, could cause a problem for them.

And, just guessing, I would say that they have nothing to look forward to with this job except a minimum wage paycheck.

As a consumer, I feel the companies are at the root of customer service.  How employees act all depends on how they are treated by the employers.

I'm glad that I was able to work during a different time.  A time when employers provided their employees with incentive and good working conditions.  When the pay you received enabled you to dream and provided a stable life.  It was when employees were valued for their strong support.

Coming back to work, I see so much of what I have witnessed at other stores.  But, that is to be expected when there are employees who are just passing through and making low pay.

Like one employee told me, "Hey, it's just a job."

Talk at ya later!

 

Cincigal Grocery Store Clerk - THIS IS FOR SUSAN

As many times as we have had to say 'Goodbye', these last few years, you would think that it would get easier as time goes on.  But, it doesn't.

With most employees, that have departed, they took something with them when they left and in the process they created an empty space.

It is the team work, dependability, knowledge, responsibility and work ethic that, when gone, leaves a void in the work place   Along with the laughs and the friendships that make working more enjoyable.

 The structure of a staff is kind of like a set of building blocks.  You stack them up, one by one, until you get the perfect structure you are wanting to create.  But then when you start to remove the blocks, one by one, you begin to accumulate empty spaces until all that is left of the structure - comes tumbling down

With Susan leaving, another empty space has been created.  And one, like so many others, that can't be filled.

She takes with her the work ethic that is so much needed, the knowledge that got the job done and the teamwork that we all counted on. 

However, there is just one more thing that she will be taking with her ........ our friendship.

Talk at ya later!

Cincigal Grocery Store Clerk - MISSING STEPH

Now that we have said 'Goodbye', to another manager, I thought it only appropriate to do a post commemorating her stay at our store.

So, since this manager is now out of the building, I decided to ask the employees what they liked about her.  Not as easy a task as I had thought it would be.

With each employee that I asked, I was given all sorts of info.

"So what did you like about Steph?"  I would ask.  With each person asked, they would go on and on and on. 

Well, considering my memory can't remember all of it, I should have taken notes, I decided to just collect everyone's comments and break them down into one statement.

So, here it goes;

                                                             STEPH

                                              YOU WILL BE SO MISSED!

I don't think I can say it any better then that.

Talk at ya later!

Cincigal Grocery Store Clerk - 'SEEIN IS BELIEVIN'

The title above is a line that was given to me by my first department manager.  Of course, I have no idea how to give an exact spelling for 'seein' and 'believin' but this is all that I could come up with.

Throughout my time in this line of work I have found, that this particular phrase is the truest statement ever made when it comes to retail.  It has come in handy on many occasions.

Take for instance, a display or the way to operate a certain procedure for a department; you may know what you are talking about but let's say that the opposition has other ideas.  At first you may get frustrated because you know that your way is tried and true, but the opposition wins out in the long run.  Usually it is because the opposition is management.

But hold on, not all is usually lost.  Because, you see, it is the end result that matters.  And more often then not, it is the tried and true method that will win out, you just have to step back and allow the opposition to see for themselves. 

Of course this is how you learn another lesson; they don't always know what they are talking about.

This little, three worded phrase kind of hit home this week when we, the employees, witnessed the grief that a fellow employee was being put through.

Some called it 'harassment', others called it 'not fair'.  And in all reality they were all right, because the way the situation was handled was not that of company policy. 

As employees, we have taken note of the changes and learned to adjust.  After all, what choices does one have - you might say, 'they got you over a barrel'.  We come from a different time and a different place; a company that took care of it's employees and in return the employees provided the company with the best support. 

But now that those days are gone, we have become realistic and realize that we are vulnerable and have to be prepared.  Now having witnessed what one employee has gone through, we know that it can happen to any one of us.  Which leads me back to this little, three worded phrase.

Although we may have had an idea of what we were up against, we have now seen the reality and yes, we believe.

Talk at ya later!
 

Cincigal Grocery Store Clerk - ARE WE LOSING THE "VIBE"?

A manager once told me that this store has a definite 'vibe' about it.  And, that's a good thing.  That 'vibe' is the personality of the store.  When you take a group of people and put them together for a long period of time they, sooner or later, become one; actions, speech, thought process, skills and humor.  Each reflecting the other. 

And come to find out that is what our store has been most noted for, or at least that is what the customers tell me.  It's not the company name, products, sales or even this 'customer appreciate' thing - it is us.

But, be that as it may, this 'vibe' may be changing.  And, that is not a good thing.

With the transfer of employees becoming more common, more part-time employees being hired on and managers coming and going more constant, different personalities and work performances have come into play. 

One of the highlights around here is that customers enjoy stopping and chatting with the employees, while doing their shopping. Most generally they know your name and over the years you have come to know about their families, health and all sorts of incidentals of what they, the customer, are going through.  In a way, you have become friends.  And if there is anything the customers wish to bring to our attention, they know that the employees will follow through.

So the other evening two of our loyal customers stopped to chat and fill me in with all of the latest.  While they were talking to me, they started to tell me of a couple of incidences that they had encountered here at the store.

They started to tell me that they 'love ' this store and how much they enjoy so many of the employees.  But recently they had noticed that the newer employees were not as helpful - friendly, just not helpful.  While shopping in one of the perishable departments they brought to the attention of a clerk that a particular product, which was on sale, did not look good and that there was not very much of it prepared.  The clerk, in a friendly way, just agreed with the customer and made no offer of assistance and just walked away.  Something that this customer was not use to.  So the customer just left - something else the customer is not use to doing.

This is just one of quite a few stories that have been related to me. 

It's disappointing, to say the least, and although I hate to see this happen it is understandable when you consider the  changes that this store has been going through. 

Not too long ago, I was having this very discussion with another long term employee.  During the conversation we both agreed on the different things that we had witnessed and how sales had been affected.

So, I asked her, "Are we losing the 'vibe'?

She nodded her head - yes.

Talk at ya later!

Cincigal Grocery Store Clerk - RENEWED ENTHUSIASM

As most of the customers know I am the 'Flower Girl', a name given to me many years ago.  In fact, my name badge claims me to be the 'Floral Specialist'.  And until about four years ago, I was quite the floral expert - so to speak.

It use to be, until changes were made, that this little department displayed assorted arrangements.  Be they in baskets, vases or boxes with big bows - they sold quite well.  It was fun, in away, to see what I could come up with that would intrigue the customers enough to make the purchase.

But, I have to give credit where credit is due.  Be it the selection I would order or the arrangements I would create, it was all due to the customers.  You see, I discovered a long time ago that in order to please customers you only had to watch them to see what they were interested in.

And, so it began.

For me, it was an ego trip.  All of the compliments, thank you, orders and the realization that sometimes customers only came into the store to get flowers.  We had a reputation and it was a good one.

But, as fate would have it, there would be changes made that would kind of take the very creation of the department and change it forever; they call it 'downsizing'.

First the amount of hours to work the department were cut and then suppliers were changed and, if that were not enough, a display cooler was removed and well - interest in the department took a hit.

No longer was there enough of a selection in the flowers, no more room for cut arrangements, not enough time to work the department and the quality of the stock was not as good as originally handled.  And with these changes came another change, the loss of customers.

Since I was the one who came up with the ideas and taught myself how to create sales these changes were a hard hit.  And yes, I took it personally.

I had never been told to do these things, I just took it upon myself.  And what I ended up creating, were sales.

This was the first time that I began to realize that companies do not think of customers, and what they want, when making their decisions.

So for the next few years I had to learn how to juggle the work load; throw a 50 pound bag of potatoes, water the plants then fill the bananas, bag the Broccoli, crisp the lettuce then box a dozen single roses.  Ordering became a hassle due to sales versus shrink.  There was not enough time to work the department, since there were other departments to work.  And most importantly, there was no support. 

So gone were the compliments, interest and sales.

But, hopefully things are beginning to change - again.

Even though I work less hours (RETIRED), I am now able to give more time and work to this little department; renewed enthusiasm.  There still is not enough room for arrangements but I will try to make some adjustments, along with improving selections.

I will not be able to get the old customers back, since they do not shop here anymore, but I will aim for new customers; let them see what we can do, that is like a calling card.

I really don't know what the future holds for this little department.  But, it is worth a shot.

Working here has provided me quite a bit of insight into what makes retail work, and it is rather simple; pleasing the customers.

How easy is that?

Talk at ya later!

Cincigal Grocery Store Clerk - ACCEPTING CHANGE/OR NOT

Now that my life has made a 180 degree change, I find that most things remain the same.   And to celebrate this grand event of retirement (semi), I took a week off.  Just to kind of get the feel of things.

But before I took this little vacation, the company decided to play the 'move the managers around' game.

Here we go again!

What is ironic about this move, is that customers can always tell when a new manager comes into the picture; department/store appearance is always a dead give-away.  What use to be, no longer is and what wasn't, now is.

So after a week off, I went back to work and when I walked into the store I noticed something which I had not seen in a long time - change.

Now I was looking at the store as a customer would and it was rather disappointing, to say the least.

What use to be colorful was now drab and what use to look organized now appeared cluttered.  And product that once aroused the appetite now didn't look so fresh and inviting.

It was disappointing to see this change, but I just kind of shook it off and proceeded to go and clock in.

If there is one thing which I have learned, while working in this store, it is that change is not always good.  In fact, it seems that we take  five steps back before we take one step forward.  And is anything ever learned from these changes?  Not really.  Changes continue to be made in an attempt to find the perfect formula.  Kind of like 'grasping at straws'.

So now we start over - again.

All of the hard work and pride of the past will slowly fade and a new formula comes into play.

And the one thing I have always noticed, when these changes take place, is that the party implementing the change always, 'knows what they are doing'.

That is until the changes do not show any improvement in the bottom line. 

And then, of course, there will be another change.

Talk at ya later!

Cincigal Grocery Store Clerk - 'OVER THE HILL' - SO TO SPEAK

A funny thing happened to me on my day off - I RETIRED (kind of).

This move of mine is exciting yet, somewhat, saddening.  I am now able to make plans and do things that there was never enough time for - while at the same time, I cannot escape the thought that this is the second part of my life that has finally approached me.

It's strange, to one day waking up and realizing that you are now old enough  to label yourself as retired.  You are now able to collect that Social Security that you have begrudged coming out of your wages year after year.  That now is the time to start planning and doing all of those things that you could neither afford, nor had the time to do.  And if that is not enough, well you can now begin to plan for the rest of your life - old age. 

Working in a grocery store has allowed me to witness this age thing.  Every day I am confronted with people who are going through this milestone of their lives.  And, trust me, I find it very frightening.

There is the physical appearance, mental outlook and personalities that give me an introduction as to what I, myself, may be in for.  And as frightening as it can be, it has provided me with enough examples of what I do not want to become - hopefully.

Since this retirement thing is something new in my life, I am not quite sure what I am ready to do; my thoughts are still kind of on the fast track.  So, I will take my time and ease into it.

In the meantime I will continue to put on the uniform and go to the store - with fewer hours. 

For some reason, I am not ready to say 'Goodbye', just yet.

Talk at ya later!

Cincigal Grocery Store Clerk - IT'S ALL ABOUT PRIDE

So, I'm coming back from my break and heading towards the elevator when I run into another employee, who is getting ready to go take her break; together we ride up the elevator.

There we are in the elevator when this employee starts explaining how she doesn't have the pride in her work anymore.  That's not her, she explains.  All the years that this employee has worked at this store, she always took pride in her work.  But now she is at a disadvantage and it bothers her.  With less help in her department, she goes on to explain, one has barely enough time to get all of the work done and things that use to get extra care no longer do.

Ironically, just last week another employee was venting the very same feelings.

You see, I would have thought that there would have been other things that perhaps would have frustrated these employees more then personal pride.

After all, within the last couple of years these employees have lost personal days, vacation time that use to depend on the amount of years worked are now figured according to the amount of hours worked, holiday pay is gone and hours have been cut along with more responsibility.

Every step taken in order to promote profit.

But instead of the factors that have cut their very livelihood, employees are focusing on the type of work that is now performed.

Does it affect the customers?  Oh yeah.

They no longer get the attention they were accustomed to and customers wait longer for what they are wanting due to lack of staff.

So, I guess, no matter how many cuts are made it will be the pride of the job that will be missed the most.

For the pride that they took in their jobs was their investment in where they work.

Talk at ya later!



 

 

Cincigal Grocery Store Clerk - SOMETHING MISSING

It use to be that our store received compliments on a regular basis.  And it was the Bakery, Meat, Produce and Floral departments that scored high marks.  But with the changes that have occurred over the last few years, the compliments have been few and far between.

It was the service rendered and the selection provided that were the deciding factors.

The other day, a customer came through the store looking for a certain product that she had purchased here before.  Unfortunately, we don't carry the item she requested - anymore.  The customer went on to say, how beneficial that particular product was and how the substitute didn't match up.   

But it was what the customer went on to say that really hit home;

"You use to carry it when you were _____, but nothing is the same since you're not _____ anymore."
And with that, the customer was gone.

Unfortunately, this comment was a realization as to how most of our old customers have felt - and then they were gone.

There are two things to note about the people that live on this side of town, or so I have been told;
1.  "They don't like change", and
2.  "They don't like to be separated from their money".

As employees, we miss those compliments. 

The compliments represented more then how the public felt about our store. Instead, these compliments represented us and the hard work we put into the store to make it successful.

It was our achievement.

Talk at ya later!