Grocery Store Clerk - MY NAME IS ........

Each of us that work in the grocery store, wear a name badge.  This makes it easier for a customer to identify the person who they may wish to either complain about or, in some cases, praise.  And on these badges may be listed the amount of years the associate has been with the company and/or what department they represent.  Unless, of course, one is a manager and then the badge becomes a little more descriptive.  Other then that, the badge that we wear just signifies who we are. But, to a customer this badge represents much more then name only.  It signifies that this person works for this particular establishment and that should there be a problem then this is the person to discuss the matter with;  or better yet, one that may be used for venting purposes.

The problems usually consist of selection, prices, sales or practices.  And even though a clerk has absolutely no control over these particular categories it will be they, not corporate, who will be more inclined to hear about these complaints.  There have been days that seem to be filled with complaints and when the day is done, I have to examine that name badge attached to my uniform to see exactly how it reads;  no, I don't see the initials CEO or the word Corporate anywhere.  In other words, we become the culprit for things that go wrong and decisions that are made.

But even though these occurrences arise, every now and then, I am glad that I wear this name badge.  When I am busy running between departments, trying to get an order out, assisting a customer or just trying to get caught up, hearing my name being called out and looking up to a smiling customer just kind of makes my day.  These people know me and go out of their way to speak to me when they come to shop.  That really does make me feel good.  And this very same thing happens for so many employees.  So last night it was not the least bit surprising when I heard a customer mention two of our employees, by name, and state that the reason that they shop at this store is because of these two guys and the customer service which they provide. That is kind of like an honor, if you stop to think about it, that a customer comes to shop, in this particular store, because of a couple of employees and how they represent the store.  HIGH FIVE to Alex and Ben!

And then of course there are the nice things that customers do for us.  As the evening was coming to a close one of our customers came in the store bearing gifts.  His wife had made a dessert and sent each of us a container filled with this scrumptious delight.  Just for the record, half of mine was already devoured by the time I got home.  What a wonderful surprise!

So in conclusion, I can say that I do not mind wearing my name badge for all to see.  Even though there are times that this badge becomes a means that provides customers an excuse to vent, this name badge has also provided an introduction to a lot of great people, that just happen to be customers.

Talk at ya later!

Grocery Store Clerk - HOT TOPIC

Customer Service, these two words say it all for a retailer.  It is what a business provides it's customers in exchange for their patronage.  And no matter how this service has been overhauled, over time, it is still a 'catch phrase,' that is commonly used by companies when trying to persuade customers to shop with them.  Now, more than ever, it seems that Customer Service has become a hot topic.

There are some columnists that are writing articles encouraging retailers to improve their Customer Service, if they wish to gain the patronage of the consumer market during these tough, economical times.  While, on the other hand, some surveys show that a large percentage of shoppers list prices and selection as the foremost reasons for choosing a retailer; Customer Service is just considered to be a nice touch.  And, still yet, a major university did a study as to the working conditions that employees, of large retailers, are faced with which might explain why good Customer Service is so unattainable.    No matter what the reason,  Customer Service is up for debate.

The meaning of Customer Service, will vary from customer to customer.  For some, it will be the attitudes of the employees, the experiences faced by the shoppers, while for others it will be what the retailers have to offer in selections and services.  It seems that everything involved with retail is defined as Customer Service.  And even though Customer Service has various definitions in the market place, there is only one group that will feel the affects should something go wrong - the employees that provide this service.  So, what is Customer Service?   Well today, I think I found the answer as to what true Customer Service is and how it is achieved.  To find the answer, I didn't have to go any further than the very store in which I work. 

Tonight I worked a few hours on Frontlines and everything went well.  There were no complaints, a lot of laughter and most everyone seemed to be looking forward to the weekend.    Then came this customer, a gentleman, and as I rang up his order he began to talk about grocery shopping, and this is what he had to say;

"I like shopping here, you people are so personable, you know what I mean?"

Now that, is Customer Service.  HIGH FIVE!

Talk at ya later!

Grocery Store Clerk - OWNERSHIP

Recently, I started browsing the web for any comments that have been posted, by consumers, that refer to our store and I found three.  I have to admit, I was rather disappointed that there were only three comments but then I had to take into consideration when these comments were posted; '05' and '08'.  Yep, I guess it's true that once something is put on the web it is there forever.  Anyways,  these comments were posted and, for me, it was a little nostalgic;

'Love going to _____________.  Prices are great and customer service is always there if help is needed.'
'I always leave feeling good.'
'Pharmacy - great service, echoes same service as the rest of the store.  Always consistent.'

Those were the good old days.   Back then, as an employee, you took ownership of the store.  If you were an employee of Bakery, Floral, Produce, etc., you had the opportunity to take your ideas and create something for the customers.  These creations would start out as a test to see if customers liked them, if they were a hit then these creations would become a staple of the department.  For instance, our Bakery Department became noted for the many different types of cakes that could be created;  in the Produce Department, one of the guys started packaging sliced peppers, onions, mushrooms for stir fry, or other recipes, and then there were the fruit salads; in Floral, creations of cut arrangements in vases and baskets, single roses in decorative boxes.  All of this sounds rather common and these are items that can be found in any grocery store, but at that time these items were not offered in the other company stores and were not available to order - they were simply the creations of the staff.  In this way the employees took on a form of ownership, they made it their own. 

These employees came up with ideas that served customers in a personal way.  Giving the customers what they wanted, when they wanted it.  We found out that it was that personal touch that gave customer service a whole new meaning and, in the process, the store became noted for this added touch.  It became a win, win situation.

Employees, most generally, become an untapped source and are merely hired to do a job, maintain company policies and project a positive attitude towards the customers.   And, it is unfortunate that this well of knowledge and creativity gets put to the side.  For, as we saw in the years past, these people provide ideas and creations that can promote a new market for these companies that, not only, can improve sales but provide customers with what they want.

The good old days may be gone, but they are not forgotten.  As employees, we had an ability and we used it for the good of the company and customers alike and at the same time it provided much for us as well.  This gave us a feeling of ownership which made us feel like we were a part of something and showed that we had something to offer.

Talk at ya later!

Grocery Store Clerk-EMPLOYEES WHO LAUGH TOGETHER

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

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

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

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

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

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

Talk at ya later!

Grocery Store Clerk - THE BENEFIT OF SMALL BUSINESSES

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

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

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

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

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

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

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

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

Talk at ya later!

Grocery Store Clerk - THE SPECIAL EMPLOYEE

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

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

Way to go, April.  HIGH FIVE!

Talk at ya later!

Grocery Store Clerk - TALENTED EMPLOYEES

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

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

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

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

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

Talk at ya later!